Troubleshooting

Quick fixes for the most common issues.

Upload fails or stalls

• Check your internet connection.
• Make sure the file is smaller than your plan limit.
• Try a different browser or disable browser extensions.
• Ensure the file format is supported (MP4, MOV, WebM for video; PDF for documents).

Video stuck in processing

• Processing usually takes a few minutes. For long videos it may take longer.
• If it stays processing for over an hour, delete and re-upload.
• Contact support with the video ID if it fails twice.

Candidate cannot access a test

• Confirm the assessment access mode matches how you shared it.
• If the collection is password-protected, make sure they used the correct password or include ?password=... in the link.
• Invite-only tests require a valid, unused invite code.
• Workspace-member tests require the user to be signed into the correct workspace.

Certificate was not issued

• Confirm the assessment is linked to a collection that has a certificate config.
• Check the candidate scored above the pass threshold.
• Look in Reports for the attempt; you can issue the certificate manually.
• Email requires RESEND_API_KEY to be configured.

OBS cannot connect

• Verify you are using the correct RTMP URL and stream key from the event page.
• Check that the event start time has not passed if the stream is scheduled.
• Restart OBS if the connection times out.

Still need help?

Contact support from your dashboard or email support@techassembly.io.