> ## Documentation Index
> Fetch the complete documentation index at: https://docs.talview.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can't my candidate access their assessment? 

If a candidate is unable to access their assessment, it may be because a step window is restricting when they can enter in Talview. In this article, you will identify the reason for the block and resolve the issue so the candidate can access their assessment.

### 🔎 Troubleshooting common issues

| What might be wrong                                                       | How to fix it                                                                                                                                                                                               |
| ------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Candidate is too early and sees a waiting screen with a countdown         | The onboarding window hasn't opened yet. Let the candidate know when the window opens and ask them to return at that time.                                                                                  |
| Candidate sees a holding screen showing the session open time             | The action window hasn't opened yet and no onboarding window is configured. Let the candidate know when they can enter and ask them to return at that time.                                                 |
| Candidate sees a session closed or expired message                        | The step window has passed. Navigate to the workflow in Workflow Tools or the Coordinator Console, locate the assessment step, and extend the window or create a new invite for the candidate.              |
| Candidate is within the window but still blocked                          | There may be a timezone mismatch in the configuration. Navigate to the workflow, locate the assessment step, and verify that the timezone setting matches the candidate's local time. Correct it if needed. |
| Onboarding window is set for the future, but the action window is current | This is expected behaviour. The system uses the action window when no onboarding window is active. Confirm the candidate is seeing the correct message.                                                     |
| No windows are configured but the candidate is still blocked              | The invite validity period may have expired. Check the invite validity and update it or resend a new invite.                                                                                                |

<Tip>
  **Additional Tips**

  * Always verify the timezone setting in the workflow configuration before escalating. Timezone mismatches are the most common cause of access issues.
  * If the issue can't be resolved using the steps above, escalate with the following details: workflow ID, step ID, candidate email, configured window times, and a screenshot of what the candidate sees.
  * After making any changes, ask the candidate to refresh their browser and try again before confirming the fix.
</Tip>