Oftentimes, candidates will come to you and report any technical issues, questions or concerns they might have. Within this article, we will share some of our best troubleshooting advice in order to arm you with the proper knowledge to assist your candidates.
You can also direct your candidates to our support page to give us a call or send an email to support@harver.com.
Common issues:
Unable able to click next or move to the next question
Frozen page
Refresh your page
- Log out
- Refresh your browser page
- Log in
Refresh your cache
- Log out
- Refresh the cache of your browser; check this page if you don't know how to refresh your cache: http://www.refreshyourcache.com/en/home/
- Log in
Switch internet browser
- Log out
- Use another internet browser to open the application; the application is supported by the most recent versions of Google Chrome, Mozilla Firefox, Safari and Microsoft Edge. Check this article about the browsers that are supported.
- Log in
Ensure your intent connection is stable, sites like https://fast.com/ help you determine how fast your internet speed it.
Unable able to click next or move to the next question
It is important to ensure that all questions have been answered in order to click next or move on to the next question. Depending on the section, there could be an area in red which highlights an essential question that has been missed or answered incorrectly. See examples below:
If all answers have been given, please follow the general trouble shooting:
Refresh your page
- Log out
- Refresh your browser page
- Log in
Refresh your cache
- Log out
- Refresh the cache of your browser; check this page if you don't know how to refresh your cache: http://www.refreshyourcache.com/en/home/
- Log in
Switch internet browser
- Log out
- Use another internet browser to open the application; the application is supported by the most recent versions of Google Chrome, Mozilla Firefox, Safari and Microsoft Edge. Check this article about the browsers that are supported.
- Log in
Page not loading
Refresh your page
- Log out
- Refresh your browser page
- Log in
Refresh your cache
- Log out
- Refresh the cache of your browser; check this page if you don't know how to refresh your cache: http://www.refreshyourcache.com/en/home/
- Log in
Switch internet browser
- Log out
- Use another internet browser to open the application; the application is supported by the most recent versions of Google Chrome, Mozilla Firefox, Safari and Microsoft Edge. Check this article about the browsers that are supported.
- Log in
Trouble logging in
If the candidate is using a magic link:
What is a Magic Link?
A Magic Link is a specific link made just for you, allowing candidates to log in without the use of a password. All Magic Links are valid for 1 hour and are sent to the email address you used to register.
I am using the Magic Link but it has expired.
If you click on the latest email with a Magic Link and follow that link, you will be directed to the login page. If the link has indeed expired, you will be prompted to enter your email address and a new link will be sent to you via email.
It is important that you check your email soon after and find the most recent email with a new link. From here, you will be brought back to your assessment and will be able to continue as normal.
I'm being looped back to the login page and unable to enter into my assessment. What can I do?
If you are unable to enter into your assessment, please make sure you are checking the correct email inbox for the Magic Link email. Also, make sure you are using the most updated version of the Chrome browser. Try to refresh the page and clear your cache in that browser.
If the candidate has a password:
How To Log into Harver:
- Enter your email address
- Click on "Start"
- Enter your password
- Click on "Start"
- You are now signed in
What if the Login "Start" button is not clickable?
You will not be able to click the "Start" button if you have not completed all the required fields such as entering a valid email address or password. To avoid this, make sure all required fields are completed appropriately (e.g., your email and password are correct, and all applicable boxes are checked, etc.)
What is the password policy?
Our password policy requires a minimum of eight characters with upper and lowercase letters.
Resetting my password
Follow the steps below steps to create a new password:
- Enter your email address
- Click on "Start"
- Click on "Forgot password."
- You will receive an email to reset your login credentials
- *If you do not receive the email, please search the spam and junk folders of your email inbox for the new login information