A recording will not play

The fastest path to a diagnosis when playback fails on a report.

Use the Report a playback problem control on the report itself rather than filing a blank ticket. It attaches a diagnostic bundle describing what your browser attempted, which resolves most of these without a single follow-up question.

Worth trying first

1. 1

   Reload the report. A signed media URL that expired mid-session is the most common cause and reloading reissues it.

2. 2

   Try a different browser. If it plays in one and not another, the fault is local and we can tell you which extension or setting is usually responsible.

3. 3

   Check whether other recordings play. One failing recording and all recordings failing are different faults with different fixes.

Our support staff cannot watch the recording, by design and without exception. Every diagnosis is made from structure and telemetry instead, which is why the diagnostic bundle matters more here than the description does.

The transcript, the scores and any code or diagram the candidate produced remain available while a recording problem is being worked on. A playback fault never blocks a hiring decision.