Candidates unable to complete device setup

Update timeline

1. investigating Sep 14, 2026, 03:51 PM UTC

   We are investigating an issue in our EU environment where some candidates are not prompted for camera and microphone access and are unable to complete device setup to begin their video interview. Our engineering team is actively engaged. The next update will be provided within one hour.

2. investigating Sep 14, 2026, 04:59 PM UTC

   We are continuing to investigate an issue where some candidates are unable to complete device setup and therefore cannot begin their interview. We have now confirmed this is not limited to our EU environment — a subset of interviews in all regions is affected. Most platform functionality is unaffected, and candidates taking interviews that include recorded video or audio responses are not experiencing this issue. Our team has made progress in the investigation and is working to confirm the source of the issue before applying a fix. We will continue to provide updates hourly, or sooner if there is material change.

3. identified Sep 14, 2026, 05:55 PM UTC

   We have identified the issue that is preventing some candidates from completing device setup and beginning their interview. Our team is actively working on a fix. This affects only job stages that do not include video or audio questions and also have candidate snapshots enabled. Job stages without candidate snapshots are unaffected, as are candidates taking interviews that include recorded video or audio questions. We will provide the next update by 1:00 PM MT, or sooner if there is material change.

4. identified Sep 14, 2026, 06:46 PM UTC

   Our team is continuing to work on implementing a fix. Impact and scope are unchanged since our last update. We will provide the next update by 2:00 PM MT, or sooner if there is material change.

5. identified Sep 14, 2026, 07:45 PM UTC

   Our team is continuing to work on a fix and has begun validating it. Impact and scope are unchanged since our last update. We will provide the next update by 2:45 PM MT, or sooner if there is material change.

6. identified Sep 14, 2026, 08:45 PM UTC

   Our team is continuing to work on a fix. Impact and scope are unchanged since our last update. We will provide the next update by 3:45 PM MT, or sooner if there is material change.

7. identified Sep 14, 2026, 09:41 PM UTC

   Our team is continuing to work on a fix. Impact and scope are unchanged since our last update. We will provide the next update by 4:45 PM MT, or sooner if there is material change.

8. identified Sep 14, 2026, 10:38 PM UTC

   A fix has completed testing and is now being prepared for release to our production environments. Impact and scope are unchanged until the release is complete. We will provide the next update by 5:45 PM MT, or sooner if there is material change.

9. identified Sep 15, 2026, 12:02 AM UTC

   The fix is now being released to our production environments. This release is expected to take several hours to complete. Impact and scope are unchanged until it is finished. We will provide the next update by 8:00 PM MT, or sooner if there is material change.

10. identified Sep 15, 2026, 02:05 AM UTC

    The fix has been released to our production environments, and we have confirmed that candidates are able to complete device setup and begin their interviews. We are leaving this incident in a monitoring state to confirm stability before marking it resolved. We will provide another update tomorrow morning mountain time.

11. resolved Sep 15, 2026, 10:56 PM UTC

    System performance and candidate device setup functionality have remained fully stable following yesterday's fix release. All systems are operating normally, and this incident is now resolved.