Troubleshooting ProBB AI
Resolve common upload, processing, report, sharing, invitation, microphone, and access problems.
Start with three checks: confirm the active workspace, read the complete on-screen error, and verify that your role allows the action. Retrying repeatedly will not fix an invalid file, expired link, or permission restriction.
Resume upload problems
The file is unsupported or too large
Use a PDF or DOCX no larger than 10 MB. The extension and file type must agree. A batch can contain no more than 50 uploaded resumes.
The file appears empty or invalid
Open the file locally and confirm that the text can be selected. Remove password protection, export an image-only scan with OCR, or save the source document as a new PDF or DOCX before retrying.
One candidate failed in a batch
Other candidates can finish independently. Open the failed item, read its error, correct the candidate file or input, and retry only the affected workflow when a retry action is available.
Analysis problems
Processing is taking longer than expected
Leave the progress page open or return to Reports later. Extraction and analysis run in the background. Avoid starting duplicate analyses unless the original run has failed.
Mismatch review is required
This means the preflight found very weak evidence for the supplied role. Check that the correct resume and job description were used. An authorised reviewer can choose Proceed anyway after accepting the limitation, which runs the full analysis and uses credits or quota. Or choose Keep conservative result, which is free and keeps the short report as the final result, with a note that the resume looks like a different kind of role. Keeping the result is final and cannot be undone from the app.
The report failed
Read the displayed error and use the available retry path. If the failure repeats, preserve the candidate name, role, approximate time, and error message for support; do not include unnecessary candidate data in ordinary support channels.
Interview problems
The candidate cannot start
Confirm that the invitation has not expired or already completed. Ask the candidate to use a current desktop browser, accept the consent notice, and allow microphone access.
The microphone is unavailable
Check browser site permissions, operating-system microphone access, the selected input device, hardware mute controls, and other applications that may have exclusive microphone access. Reload after changing permission.
The call disconnects
Use the on-screen reconnect or retry action and avoid speaking while reconnection is in progress. If the session cannot recover, the candidate should contact the hiring organisation for a new invitation or alternative process.
Scoring is unavailable or incomplete
A completed conversation can briefly remain in scoring. If the result does not become available, rely on the transcript only where it is complete and do not infer a recommendation. Record the issue for support and arrange human follow-up where necessary.
Sharing and export problems
The shared link no longer works
The link may have been revoked, replaced, or removed with its report. The report creator or an Admin can create a new link when access is still appropriate.
The recipient sees less than expected
Public report visibility is field-specific. The report creator or an Admin must enable the intended sections and save the sharing settings. Original resumes, interview audio, and debug data are never exposed through the public report.
A public link was sent to the wrong person
Revoke or replace it immediately. Anyone possessing an active link can view its enabled fields without signing in.
Access and workspace problems
Content appears to be missing
Check the selected organisation in the header. Reports, candidates, job descriptions, settings, roles, and usage are scoped to the active workspace.
An action is unavailable
Viewer users cannot perform write actions. Some report actions are limited to the report creator or an Admin, and organisation settings require Admin access. Workspace limits can also disable new analyses, interviews, or invitations.
Integration problems
| Symptom | First check | Guide |
|---|---|---|
| API returns 401 or 403 | Key expiry, whether the owner is still a member with the same role, scopes (limited by the owner's role), and whether an Admin has turned API access off | Authentication |
| API returns 402 | Balance or allowance, and your maxCredits | API concepts |
| A write timed out | Send the same body and the same Idempotency-Key again | API concepts |
A report stays queued | The candidate's resume is still being read, or 50 reports are already running | Screen candidates |
A report is needs_review | The resume does not look like a fit for the job. Proceed or dismiss. | Screen candidates |
| Webhook did not arrive | Endpoint is active and subscribed, then delivery history, then the events feed | Webhooks |
| Webhook signature does not match | You must verify the raw body, not parsed JSON, with the current secret | Webhooks |
| Sandbox browser request fails | Configured sandbox origin and test key | Developer sandbox |
When escalating an integration issue, provide the request ID, operation, HTTP status, approximate time, and safe error code. Do not provide credentials, signed URLs, or candidate content.