Troubleshooting Common skillplanet Issues

Running into an issue? Most problems have quick fixes. Whether you’re a hiring manager conducting your first interview or an experienced recruiter troubleshooting technical difficulties, encountering unexpected problems with your interview platform can be incredibly frustrating. The good news is that most skillplanet issues have straightforward solutions that can be resolved within minutes.

When technology doesn’t work as expected, especially during critical hiring processes, it can disrupt your entire recruitment workflow. Candidates may miss interview opportunities, hiring teams might lose valuable assessment data, or technical glitches could delay important hiring decisions. These disruptions not only waste time but can also negatively impact the candidate experience and your employer brand.

This comprehensive troubleshooting guide addresses the most common skillplanet issues that users encounter, providing step-by-step solutions that you can implement immediately. From interview invitation problems to billing concerns, we’ll walk you through practical fixes that will get your hiring process back on track quickly. By the end of this guide, you’ll have the confidence and knowledge to resolve technical issues independently, ensuring smooth interviews and seamless recruitment experiences for both your team and candidates.

Let’s dive into the specific problems you might encounter and their proven solutions, organized by category for easy reference when you need them most.

Interview Invitation Issues

One of the most common frustrations occurs when candidates don’t receive their interview invitations or can’t access the interview link. These issues can derail your hiring timeline and create a poor first impression with potential hires. With skillplanet’s 24/7 availability designed to eliminate scheduling conflicts, resolving invitation issues quickly ensures you can take full advantage of this flexibility.

Candidate Didn’t Receive Invite Link

When candidates claim they haven’t received their interview invitation, the first step is systematic verification. Ask the candidate to check their spam and junk folders, as automated emails from recruitment platforms sometimes get filtered. Many email providers are increasingly aggressive with their filtering, and skillplanet invitations might be flagged as promotional content.

If the email isn’t in spam folders, verify that you entered the correct email address in the system. Even small typos like missing letters or incorrect domains can prevent delivery. Access your skillplanet dashboard and check the invitation status – the platform typically shows delivery confirmations and bounce notifications.

For immediate resolution, resend the invitation through the platform. Most candidates receive the resent invitation within minutes. If delivery issues persist, consider asking the candidate for an alternative email address, preferably a personal Gmail or Yahoo account that might have less restrictive filtering.

Link Not Working

Interview links that don’t work are often related to expiration settings or URL corruption. skillplanet interview links have configurable expiration periods, and administrators sometimes set shorter timeframes for security reasons. Check your invitation settings to see if the link has expired – this information is usually visible in your admin dashboard.

If the link has expired, generate a new invitation link immediately. When creating the new link, consider extending the expiration period to give candidates more flexibility in accessing their interviews. A 48-72 hour window typically provides adequate security while accommodating different candidate schedules and time zones.

Sometimes links become corrupted when copied and pasted, especially in email systems that automatically format URLs. If a candidate reports a non-working link, provide them with a fresh link directly from your dashboard rather than forwarding previous emails.

Candidate Can’t Access Interview

Access issues often stem from browser compatibility or device limitations. skillplanet works optimally with modern browsers like Chrome, Firefox, Safari, and Edge. If a candidate is using an outdated browser or Internet Explorer, they may experience access problems.

Advise candidates to try a different browser or update their current browser to the latest version. Mobile device access can also be problematic – while skillplanet supports mobile interviews, the experience is generally better on desktop or laptop computers with stable internet connections.

Network restrictions in corporate environments can also block access to interview platforms. If a candidate is trying to access the interview from their current workplace, suggest they try from a personal device or home network. Provide clear technical requirements upfront to prevent these issues from occurring and ensure candidates can take advantage of the platform’s flexibility.

Interview Conduct Issues

Technical problems during active interviews create stress for both candidates and hiring teams. These real-time issues require quick thinking and immediate solutions to maintain a professional interview experience and preserve skillplanet’s standardized assessment quality.

Interview Freezes or Crashes

When an interview freezes or crashes unexpectedly, the first response should be a browser refresh. Most modern interview platforms, including skillplanet, automatically save progress, so candidates won’t lose their previous responses. However, communicate this clearly to panicked candidates who might worry about starting over.

Check the candidate’s internet connection stability. Poor connectivity is the leading cause of interview crashes. Ask candidates to close unnecessary browser tabs and applications that might be consuming bandwidth. If they’re on Wi-Fi, suggest moving closer to their router or switching to a wired connection if possible.

Verify that the candidate’s device meets minimum system requirements. Older computers or devices with limited processing power may struggle with video interviews or complex assessment interfaces. If device limitations are causing problems, consider offering alternative interview formats or rescheduling for when the candidate has access to appropriate technology.

Audio Not Working

Audio problems typically relate to microphone permissions or device settings. Most browsers require explicit permission to access microphones, and candidates often accidentally deny these permissions during initial setup. Guide candidates to check their browser’s permission settings – there’s usually a microphone icon in the address bar that shows current permissions.

Device-level audio settings can also cause problems. On Windows computers, candidates should check their sound control panel to ensure the correct microphone is selected as the default recording device. Mac users should verify their system preferences allow browser access to the microphone.

If audio issues persist, suggest that candidates try a different browser or restart their computer. Sometimes audio drivers need to be refreshed, and a system restart resolves these conflicts. Having candidates test their audio before the actual interview using skillplanet’s built-in testing features can prevent these issues entirely.

Candidate Can’t Submit Interview

Submission problems usually occur when candidates haven’t completed all required interview components. Check that the candidate has answered all mandatory questions and completed any required assessments. skillplanet typically provides clear progress indicators, but candidates sometimes miss required sections.

Technical submission errors can also result from browser timeouts or connectivity issues during the submission process. If a candidate reports clicking submit but seeing no confirmation, ask them to check their interview status in the platform. Sometimes submissions process successfully despite appearing to fail.

For persistent submission issues, verify that the interview window hasn’t expired. If technical problems prevented timely completion, most platforms allow administrators to extend deadlines or reset interview access for legitimate cases.

Interview Taking Too Long

When candidates express concern about interview duration, first clarify the expected completion time. Different skillplanet assessments have varying durations, and candidates should receive clear time expectations upfront. If an interview is taking longer than expected, check whether the candidate is spending excessive time on individual questions.

Provide guidance on optimal time allocation per question or section. Some candidates overthink responses, while others may not understand that certain sections are meant to be completed quickly. Progress indicators help candidates pace themselves appropriately throughout the interview process while maintaining the consistency that makes AI-powered assessments so effective at eliminating bias.

Results & Assessment Issues

Post-interview problems often involve missing results, scoring confusion, or difficulty accessing detailed reports. These issues can delay hiring decisions and create uncertainty about candidate evaluations, undermining one of skillplanet’s key benefits: instant detailed analytics.

Results Not Appearing

Assessment results require processing time, especially for complex evaluations that include automated scoring and analysis. Check the interview completion status first – results only generate after candidates successfully submit their complete interviews. Most skillplanet assessments process results quickly after completion.

If results are delayed beyond normal processing times, verify that the assessment included all required components. Incomplete interviews may show partial results or no results until fully submitted. The platform dashboard typically shows processing status and estimated completion times for result generation.

For urgent hiring decisions, contact skillplanet support if results are significantly delayed. Sometimes technical issues on the platform side can cause processing delays, and support teams can expedite result generation when necessary.

Scores Seem Incorrect

Understanding skillplanet’s AI-powered scoring methodology is crucial for interpreting results accurately. The platform uses sophisticated algorithms that consider multiple factors beyond simple right/wrong answers, helping to eliminate unconscious bias through standardized assessment. Review the scoring documentation to understand how different question types and response patterns influence final scores.

Calibration differences can also make scores appear incorrect. If you’re used to different assessment platforms or traditional interview scoring methods, skillplanet’s approach might initially seem unfamiliar. Compare multiple candidate results to understand the platform’s scoring patterns and ranges.

When scores seem inconsistent with your expectations, review the detailed breakdown of individual assessment components. Sometimes candidates perform differently across various skill areas, and overall scores reflect this complexity rather than indicating scoring errors. This comprehensive analysis is part of what makes AI-powered assessment more objective than traditional methods.

Can’t Access Detailed Report

Report access issues often relate to user permissions or plan limitations. Verify that your account has the necessary permissions to view detailed candidate reports. Some organizations restrict detailed report access to specific team members or roles.

Check your skillplanet subscription plan – certain detailed reporting features may only be available with higher-tier plans. If you need additional reporting capabilities, consider upgrading your plan or contacting your account manager about accessing specific reports for critical hiring decisions. See skillplanet pricing to explore options that might better fit your reporting needs.

Missing Assessment Data

Missing data typically indicates incomplete interview submission. Verify that candidates completed all required assessment sections before their interview session ended. Partially completed interviews may show some data while missing other components.

If you suspect data loss due to technical issues, check with candidates about their interview completion experience. Sometimes system crashes or connectivity problems prevent proper data submission, requiring interview resets or alternative assessment arrangements.

Can’t Compare Candidates Effectively

Effective candidate comparison requires understanding skillplanet’s comparison features and filters. Ensure you’re comparing candidates who completed the same assessment types and versions. Mixed assessment types can make direct comparisons difficult or misleading.

Utilize the platform’s built-in comparison tools rather than trying to manually compare individual reports. These tools are designed to highlight relevant differences and similarities between candidates while controlling for assessment variations, supporting more objective hiring decisions.

Account & Access Issues

Account-related problems can prevent your team from accessing the platform entirely, creating significant disruptions to your hiring process and undermining the time-saving benefits that make skillplanet valuable.

Can’t Log In

Login issues typically stem from forgotten passwords or account verification problems. Use the platform’s password reset feature to generate a new password – this usually resolves access problems within minutes. Check your email for reset instructions, including spam folders where these emails sometimes land.

If password reset doesn’t work, verify that you’re using the correct email address associated with your skillplanet account. Organizations sometimes have multiple accounts or team members may be trying to access with personal emails instead of work emails.

Account lockouts can also prevent login after multiple failed attempts. Wait for the lockout period to expire or contact support to unlock your account immediately if you have urgent hiring needs.

Team Member Can’t Access

Team access issues usually relate to user permissions or seat availability. Check your account settings to ensure the team member has been properly added with appropriate permissions. Different user roles have varying access levels, and new team members might need elevated permissions for their intended functions.

Verify that your subscription plan has available seats for additional team members. Many skillplanet plans limit the number of concurrent users, and adding new team members may require upgrading your plan or removing inactive users.

Plan Limitations

Understanding your current plan’s features helps avoid frustration when certain capabilities aren’t available. Review your subscription details to see which features are included and which require upgrades. Plan limitations often affect reporting depth, assessment types, and user capacity.

If you need additional features temporarily, contact skillplanet sales about trial upgrades or short-term plan modifications. Many urgent hiring situations can be accommodated with temporary feature access while you evaluate long-term plan changes.

Integration & Technical Issues

Integration problems can disrupt workflow automation and create inefficiencies in your hiring process, reducing the time savings that skillplanet is designed to deliver.

ATS Integration Not Working

ATS integration failures typically involve API connection problems or credential issues. Verify that your API credentials are current and properly entered in both systems. Integration tokens sometimes expire and need renewal, especially after security updates or password changes.

Check that your ATS system is compatible with skillplanet’s current integration version. Software updates on either platform can sometimes break existing integrations until compatibility updates are applied.

Browser Compatibility

Ensure all users are accessing skillplanet through supported browsers with recent updates. Outdated browsers may lack necessary features or security protocols required for proper platform function. Chrome, Firefox, Safari, and Edge typically provide the best experience.

Clear browser cache and cookies if you’re experiencing persistent compatibility issues. Sometimes stored data from previous platform versions can interfere with current functionality.

Mobile Device Issues

While skillplanet supports mobile access, the experience varies between dedicated mobile apps and browser-based access. For optimal mobile experience, use the official skillplanet mobile app when available rather than accessing through mobile browsers.

Verify that mobile devices meet minimum requirements for processing power and operating system versions. Older devices may struggle with complex assessments or video interview features.

Billing & Subscription Issues

Billing problems can interrupt service access and require prompt resolution to maintain hiring operations and continue benefiting from skillplanet’s streamlined screening capabilities.

Payment Failed

Payment failures usually involve expired credit cards or insufficient funds. Update your payment method with current card information and retry the payment. Sometimes billing addresses or security codes need updating even when the card number remains the same.

Contact your bank if payments continue failing despite correct card information. Some financial institutions flag recurring software payments as potentially fraudulent and require authorization for processing.

Plan Changes Not Reflecting

Plan modifications often don’t take effect immediately due to billing cycle timing. Check your account settings for the effective date of plan changes – upgrades typically activate immediately while downgrades often wait until the next billing cycle to prevent service disruption.

If urgently needed features aren’t available after an upgrade, contact customer support to verify that plan changes processed correctly. Sometimes technical issues prevent immediate feature activation despite successful payment processing.

Key Takeaways: Most skillplanet issues have quick solutions involving browser updates, permission checks, or account verification. Keep your technical requirements documentation handy, maintain updated payment information, and don’t hesitate to contact support for complex integration or billing issues. Regular system maintenance and user training prevent most common problems from occurring in the first place, ensuring you can fully leverage skillplanet’s AI-powered interviews that save time, eliminate bias, and deliver better hiring decisions. Try skillplanet for free to experience how smooth the process can be when everything works as intended.