If you experience a technical issue during a typed section of your Casper test, try refreshing the page using your browser’s refresh icon.
If refreshing doesn’t fix the problem, switch to your back-up browser (we recommend using the latest version of Chrome or Firefox).
If the issue persists use the chat function located at the bottom right corner of your test screen. Our team will do their best to help you as quickly and effectively as possible. We suggest reaching out to the support team during a video/word-based scenario of your test, rather than during an answer section.
If you have a problem during the video response section
If you encounter issues during the video response section (the first part of your test), do not refresh the page while recording or uploading your responses.
Instead, contact our Applicant Support Team right away. Follow any instructions provided on the screen, and use the live chat option available at the bottom right corner of your test screen.
If an unexpected or urgent situation arises during your test, such as a technical glitch or environmental disruption, please contact us immediately via the chat. In these cases, we can pause your test and assess the situation in real time.
If you’re unable to reach us during your test
If you are unable to connect with us during your scheduled test time, please contact us at support@acuityinsights.app within 24 hours of your test date.
What to avoid
Do not use unsupported browsers like Safari, Internet Explorer, or Edge.
Do not use a smartphone or tablet for your Casper test. Only a desktop or laptop computer is supported.
Do not refresh the page during an answer section of the test, especially during video responses or when submitting answers.
Typed answers are automatically saved every second, as long as your internet connection remains stable.
Note
Our goal is to help you complete your test as scheduled. However, some factors, like device issues, unstable internet, or hidden malware, are beyond our control. In any case, our Applicant Support Team is here to assist and will do their best to resolve the issue quickly.