My browser is frozen
If your browser is frozen, try these troubleshooting steps:
- Refresh the page
*Please Note: If this step does not recover your interview, you may lose progress in your interview for questions that have not been uploaded. Questions up to this point should have been uploaded, however, you may have to re-record some responses. If your response submits prematurely due to a frozen browser, please see this article.
- Try accessing your interview from a different browser (Latest versions of Chrome, Safari, Firefox or Edge are all supported).
- You can copy and paste your link into a new browser window, but be sure to close out of the page that is frozen.
- Restart your computer
- Try clearing your browser’s cache and cookies
- Restart your WiFi router
- Try switching devices. If switching to a mobile device, you can refer to this article on using a mobile device for your interview
If you are already using a mobile device, see this article.
If you are still experiencing trouble with your interview, get in touch with our 24/7 support team. Be sure to let us know which of the above steps you’ve taken to resolve the issue so we can help to quickly find a solution!