Resolving Technical Issues During Assessments

Last updated: June 20, 2026

If you're experiencing technical problems during an assessment — such as unexpected pauses, screen recording failures, or forced submissions — follow the steps below to troubleshoot the issue. If the problem persists, we'll guide you on how to contact support with the right information to get a resolution quickly.

Troubleshooting “Webcam and Microphone Recordings Paused” Error

If you encounter the “Webcam and microphone recordings paused” error during your assessment, follow these steps in order:

  1. Close all applications that can use your camera or microphone (such as Zoom, Google Meet, Microsoft Teams, Slack calls, or FaceTime), then refresh the page.

  2. Click “Allow camera and microphone” when prompted, then choose “Allow” in the browser permission prompt.

  3. On macOS: Go to System Settings → Privacy & Security → Camera and Microphone, then enable your browser for both permissions.

  4. Verify you're using a supported desktop browser (Chrome, Edge, or latest Firefox). Disable any VPN, ad blockers, and browser extensions. Avoid Incognito mode. Clear your browser cache and cookies, then retry.

  5. If the error persists, try switching to a different supported browser or device.

Troubleshooting “Connection Error. Please Perform a Clean Reload” Message

If you see a “Connection error. Please perform a clean reload to fix connection” message, follow these steps in order:

  1. Perform a clean reload by pressing Ctrl+F5 (or Ctrl+Shift+R on Windows) or Cmd+Shift+R on Mac.

  2. If the error persists, fully close all assessment tabs, then relaunch in a supported browser.

  3. Continue with the general troubleshooting checklist below.

General Troubleshooting Steps

Work through the following checklist before reaching out to support. Many common issues can be resolved by addressing one or more of these items:

  1. Check your internet connection speed. A minimum of 4 Mbps is required to run assessments smoothly.

  2. Use a desktop or laptop computer. Assessments are not designed for mobile devices.

  3. Use a supported browser. A Chromium-based browser such as Google Chrome 74+ or Microsoft Edge 79+ is recommended. The latest version of Mozilla Firefox is also supported and may offer better performance than Chrome in some cases.

  4. Disable all browser extensions (e.g., Grammarly, coding assistants) before starting your assessment, as these can interfere with platform functionality.

  5. Do not use Incognito or Private Browsing mode. To exit incognito mode, press Ctrl + N on Windows or Cmd + N on Mac to open a standard browser window.

  6. Clear your browser cache and cookies, then refresh the page before starting the assessment.

  7. Grant all required permissions — screen sharing, microphone, and webcam — at both the browser and operating system level. These are mandatory for most assessments.

  8. Disable any VPN, ad blocker, or privacy software as well as any third-party desktop applications that may interfere with the assessment platform. If connection errors persist after disabling these tools, test on a different network (such as a mobile hotspot) to rule out firewall or proxy issues.

  9. Keep your device plugged into a power source for the duration of the assessment to avoid interruptions caused by power-saving modes.

  10. Close any applications running in the background that may be using your camera or microphone. If the issue persists, restart your computer and try the test again before opening any other applications.

  11. Ensure that you have a working physical camera and microphone connected to your device.

  12. If you are using a laptop, keep it connected to a power source throughout the test to ensure a smooth experience.

  13. Verify your WebSocket connection is not blocked. You can test WebSocket connectivity at https://websocketstest.com/ or https://libwebsockets.org/testserver/ before taking an assessment.

If the issue continues after going through the checklist, try switching to a different browser or a different device entirely to rule out a local system or network problem.

If Issues Persist: How to Contact Support

If you've completed the troubleshooting steps above and are still experiencing problems, please reach out to support with the following information. Providing these details upfront will help us investigate and resolve your issue as quickly as possible:

  • Your operating system and version (e.g., Windows 11, macOS Ventura)

  • Your browser name and version (e.g., Chrome 124)

  • Whether you were sharing your entire screen or a specific window during the assessment

  • Whether you were using a Normal browser window or Incognito/Private mode

  • Any VPN software or browser extensions that were active at the time

  • Screenshots or a screen recording showing the error, permission prompts, or relevant settings pages

  • A HAR file captured from your browser session during the issue

With this information, our support team can perform a thorough investigation and advise on next steps, which may include a manual review or assessment reset where applicable.