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My candidate is stuck or has a technical problem

This article applies if a candidate writes to you that their assessment does not start, that their environment stopped responding, that they lost their connection, or that they are stuck during the assessment.

In short

There is nothing for you to diagnose or relay: the candidate contacts Scalyz Support directly from their assessment page, and Support handles it with them. If a problem on our side stopped them from continuing, their attempt is cancelled, new access is sent to them and the credit for that attempt is not charged to you. You are informed by a two-line email, and you see it in the campaign.

What happens next

  1. The candidate reports their problem to Scalyz Support from their assessment. Their environment and what happened are attached to their request; they have nothing to send you. If the candidate asks you what to do, forward them the candidate article that matches their case: "My assessment does not start or stays on 'Preparing your workspace'", "My terminal or code editor does not load, is very slow or stops responding during the lab", "I lost my connection or got disconnected during the assessment" or "I am stuck on a task, my answer is not being saved or I cannot move to the next one".
  2. Support analyses what happened. If a technical problem is confirmed, it cancels the attempt and sends the candidate a new invitation.
  3. In your campaign, the old invitation moves to the status [TO CONFIRM: label of the cancelled-attempt status] with the reason in one line, and a new row appears, sent by [TO CONFIRM: sender name shown — "Scalyz Support" recommended]. You receive a two-line email summarising the outcome.

Limits and permissions

  • Difficulty with the content of a task is not a technical problem: Support does not help the candidate solve the exercise, for fairness between candidates.
  • The cancelled attempt is not held against the candidate and its credit is not charged to you. The new access follows the usual rules: link valid 7 days by default, credit consumed on start.
  • You cannot cancel an attempt yourself; only Scalyz Support does, based on what actually happened in the environment. If a candidate wants to start over without a technical problem, see "A candidate wants to retake the assessment".

Who to contact

If your organisation has a dedicated CSM, contact them directly.

Otherwise, write to the Scalyz CSM team: success@scalyz.com.