Session Stuck Troubleshooting

Troubleshooting steps for session stuck troubleshooting.

Session Won't Start or Freezes

If your interview session is stuck on the loading screen, freezing during questions, or abruptly dropping, here is how you can get back on track.

1. "The session state is out of sync" Error

If you see this exact error message on your screen, your browser has lost sync with the backend session state.

• You must refresh the page or click to try again. The session will attempt to resume from where you left off.

1. Hard Refresh the Page

A hard refresh clears out stale data and forces the browser to reload everything from scratch.

• Windows / Linux: Press Ctrl + F5
• Mac: Press Cmd + Shift + R

Don't worry — your progress is automatically saved, and refreshing won't consume extra credits.

2. Check Your Internet Connection

Real-time audio and video sessions require a stable internet connection.

• If you're on a weak Wi-Fi signal, try moving closer to your router or switching to a wired connection.
• Avoid using VPNs or corporate firewalls that might block streaming connections.

3. Clear Browser Cache and Cookies

If the session consistently freezes:

• Go to your browser settings.
• Search for "Clear browsing data".
• Clear cached images and files, then restart your browser.

4. Disable Conflicting Extensions

Ad-blockers or privacy extensions can sometimes block the streams required for the session. Try running the session in an Incognito or Private Browsing window. If it works there, an extension is likely the culprit.

Still stuck?

If the session continues to freeze across different networks or browsers, please submit a support ticket with the time of your session and a brief description of what happened.