During an interview
The join page is stuck on "Waiting for agent"
The page waits for a live heartbeat from the agent, so it stays amber until the candidate has actually connected. Check, in order:
Is the downloaded app running? Was the code pasted and Connect pressed? Is a corporate VPN, proxy, or firewall blocking outbound HTTPS to InterviewWatch? Asking the candidate to switch to a personal network resolves most of these in under a minute.
Reloading the join page does not skip the wait, and it does not need to be reloaded: it updates itself once the agent connects.
The interview code is not accepted
Codes belong to one specific interview. Make sure the candidate is using the code from the join page for this round, copied with the Copy button rather than typed, with no trailing space.
If the round was rescheduled or recreated, send a fresh candidate link: the old page carries the old code.
The candidate closed the app by mistake
An admin can click Reconnect on the interview row, which lets them relaunch the agent and rejoin once. The rejoin is recorded as session 2 and each session keeps its own report. Only one reconnect is allowed per interview.
The candidate is on a Mac
The macOS agent is not shipped yet, so a monitored round currently needs Windows 10 or 11. Either the candidate uses a Windows machine, or you schedule the round unmonitored and rely on the interview itself.
The interview says "Awaiting" past its start time
That state means the clock passed the start time and no agent has connected. Almost always the candidate has not opened their link yet. Re-send it with Send candidate invite, or copy the link and paste it into the meeting chat.
Reports
The report is missing or the button is disabled
Reports exist only for monitored interviews that have completed. A round that ran unmonitored never produces one, and a live round produces one when the session ends.
If the button says the report is unavailable, report exports are switched off for your plan. See plans and billing.
Verify report says the signature does not match
Three possible causes: the file was altered after it was signed, it was signed by a different InterviewWatch deployment, or it is not a signed report at all (for example a re-saved or reformatted copy). Download a fresh copy from the interview row and verify that.
The report warns about telemetry coverage
The agent was blind for part of the session: the machine slept, the network dropped, or the app was closed and reopened. The warning states the percentage and the longest gap. Treat a clean result under low coverage as weaker evidence than a clean result under full coverage.
Pipeline and scorecards
A card is stuck in "Awaiting feedback"
Some interviewer has not filed their scorecard for that stage. The card shows how many are in out of how many are expected. They get one reminder email 24 hours after the round. If the scorecard is genuinely never coming, an admin can waive it.
Advance and Reject are not showing on a card
They appear only in Ready to decide, meaning every scorecard for the stage is in or waived. They also never appear on a closed job or on a Hired or Rejected card. You can still drag the card, which does exactly the same thing.
An applicant did not appear on the board
Check the response your backend got from the apply API. created: false means they already had a card for that job, and active: false means that card is already Hired or Rejected and was deliberately left alone. Also confirm the job is open: closed jobs are not returned by the jobs endpoint and do not take applications.
A CSV import reported failed rows
The result names the failing line numbers. Usual causes are a missing or malformed email, a missing name, or a jobId column value that is not one of your job ids. Fix those lines and re-import just them, duplicates are ignored safely. Files are capped at 500 rows and 512 KB.
ATS integration
"Last sync failed"
Nearly always an expired or revoked ATS token. Reconnect on the ATS page with fresh credentials. Interviews already imported are unaffected while it is broken.
Synced interviews are marked "needs info"
They arrived without a meeting link or without an owner. Add the meeting link and assign an owner on the interview row. Turning on ATS-managed mode auto-assigns owners from the ATS in future.
Reports are not reaching the ATS
Write-backs to notes and attachments need an on-behalf-of Greenhouse user id on the connection. Add it and reconnect, then use Export to ATS on a completed round to push it manually.
Accounts and email
The verification email never arrived
Click Resend in the banner at the top of the dashboard, then check spam and any corporate mail filtering. Allowlisting our sending domain solves it permanently for the whole company.
An invite was never received
The invite stays under Pending invites until accepted, so an admin can copy the link from there and send it another way. Double-check the address for a typo before re-issuing.
An interviewer cannot see an interview
Interviewers only see rounds they own. Either assign them as the owner, or make them an admin if they need company-wide visibility. See team and access.
An invite is refused because of seat limits
Your plan's interviewer or admin seats are full. Remove someone who has left (their history is kept) or move up a plan.