Troubleshooting Guide: Common Problems & Solutions

Fix Common Issues Quickly

Having trouble with InterviewCue? This guide covers the most common problems and their solutions. Most issues can be resolved in minutes.

Can't find your issue? Check the FAQ or contact support.

Installation Issues

PWA Not Installing

Problem: Can't find "Install" option or installation fails.

Possible Causes:

  • Wrong browser
  • Already installed
  • Private/Incognito mode
  • Browser version too old
  • Page hasn't fully loaded

Solutions:

1. Check your browser:

  • ✅ Chrome 90+ (Windows, Mac, Linux, Android)
  • ✅ Edge 90+ (Windows, Mac)
  • ✅ Safari 14+ (macOS, iOS, iPadOS)
  • ❌ Firefox (limited PWA support)
  • ❌ Internet Explorer (not supported)

2. Try these steps:

On Desktop (Chrome/Edge):

  • Look for install icon (⊕) in address bar (right side)
  • If not there: Refresh page (Ctrl+Shift+R or Cmd+Shift+R)
  • Still missing: Try menu (⋮) → "Install InterviewCue"
  • Last resort: Clear browser cache and try again

On iPhone/iPad (Safari):

  • Must use Safari (not Chrome or others)
  • Tap Share button (box with arrow pointing up)
  • Scroll down → "Add to Home Screen"
  • Not seeing it? Exit Private Browsing mode

On Android (Chrome):

  • Chrome menu (⋮) → "Install app"
  • If missing: Update Chrome to latest version
  • Still missing: Refresh page and wait 10 seconds

3. Check if already installed:

  • Desktop: Check applications list
  • Mobile: Check home screen
  • If installed, uninstall and reinstall

Installation Fails with Error

Problem: Error message during installation.

Solutions:

Clear browser data:

  1. Browser Settings → Privacy/Security
  2. Clear browsing data
  3. Choose "Cached images and files"
  4. Clear (don't clear passwords!)
  5. Restart browser
  6. Try installing again

Check storage space:

  • PWA needs 5-10MB
  • Phone/computer low on storage?
  • Free up space and try again

Try different browser:

  • If Chrome fails, try Edge
  • If Safari fails, try Chrome (Android/desktop)

Installed App Won't Open

Problem: Icon appears but app won't launch.

Solutions:

1. Restart device

  • Close all apps
  • Restart phone/computer
  • Try opening again

2. Reinstall:

  • Uninstall PWA
  • Clear browser cache
  • Install again

3. Check internet:

  • PWAs need internet (for now)
  • Connect to Wi-Fi or cellular
  • Try opening

During Interview Issues

Screen Goes to Sleep

Problem: Screen dims or locks during interview.

Why This Happens:

  • Screen Wake Lock not activated
  • Browser doesn't support wake lock
  • Device settings override wake lock
  • Battery saver mode enabled

Solutions:

1. Verify Wake Lock is active:

  • Live Mode should say "Screen will stay awake"
  • Look for wake lock indicator

2. Disable sleep in device settings:

iOS/iPadOS:

  • Settings → Display & Brightness
  • Auto-Lock → "Never" (temporarily)
  • After interview: Set back to normal

Android:

  • Settings → Display
  • Screen timeout → 30 minutes (or higher)
  • Or: Enable "Developer options" → "Stay awake"

Windows:

  • Settings → System → Power & Sleep
  • Screen: "Never" (when plugged in)

macOS:

  • System Preferences → Energy Saver
  • "Prevent computer from sleeping..." (check box)
  • Or use Amphetamine app

3. Keep app in foreground:

  • Don't switch to other apps during interview
  • Don't let screen dim before starting
  • Keep app active

Hotkeys Not Working

Problem: Pressing number keys (1-5) doesn't capture events.

Possible Causes:

  • Browser window not focused
  • Keyboard layout different
  • Another app capturing keys
  • Browser doesn't support hotkeys

Solutions:

1. Click inside InterviewCue window

  • Ensure app has focus
  • Click anywhere on the page
  • Try hotkey again

2. Check for conflicting apps:

  • Close other applications
  • Especially screen recording software
  • Gaming apps with overlays
  • Macro/keyboard software

3. Test with mouse:

  • Click event buttons directly
  • If buttons work, hotkeys will eventually
  • Continue interview with buttons

4. Try different keys:

  • NumPad numbers work too
  • Or use on-screen buttons

5. Browser compatibility:

  • Hotkeys work in Chrome, Edge, Safari, Brave
  • Firefox: Limited support
  • Switch to supported browser if issues persist

Events Not Saving

Problem: Captured events disappear or don't appear in timeline.

Possible Causes:

  • Network connectivity lost
  • Browser crash
  • Session expired
  • Clicking too fast

Solutions:

1. Check internet connection:

  • Events auto-save when captured
  • Need internet to save
  • Check Wi-Fi/cellular connection

2. Wait a moment:

  • After capturing, wait 1-2 seconds
  • Let event save before next capture
  • Don't rapid-fire captures

3. Refresh and check:

  • Close Live Mode
  • Reopen post-production timeline
  • Most events should be there

4. Check browser console:

  • F12 → Console tab
  • Look for error messages
  • Screenshot and report if technical error

Prevention:

  • Test capture before starting
  • Ensure stable internet
  • Close unnecessary tabs

Timer Issues

Problem: Timer not starting, showing wrong time, or jumping.

Solutions:

Timer won't start:

  • Click "Start Recording" button
  • Make sure interview hasn't been ended already
  • Refresh page if stuck

Timer shows wrong time:

  • Timer shows elapsed time since start
  • Not clock time
  • 00:45:23 = 45 minutes into interview

Timer jumps or freezes:

  • Network lag (timer syncs)
  • Close other tabs/apps
  • Check internet connection
  • Continue recording (timestamps still captured)

In collaborative mode:

  • Timer syncs every 500ms
  • Slight variations normal (<1 second)
  • Events timestamped accurately regardless

Sync Problems (Collaborative Mode)

Problem: Not seeing others' updates in real-time.

Possible Causes:

  • Network connectivity
  • Browser tab in background (throttled)
  • Session disconnected
  • Server lag

Solutions:

1. Bring tab to foreground:

  • Browser throttles background tabs
  • Make InterviewCue active window
  • Updates resume within seconds

2. Check internet connection:

  • Stable connection required
  • Wi-Fi better than cellular
  • Check speed/stability

3. Refresh page:

  • Close Live Mode
  • Reopen
  • Rejoin session if collaborative
  • All recent events should sync

4. Verify session active:

  • Ask host if session still running
  • Check participant list (are you still there?)
  • May need to rejoin with code

Data Issues

Missing Events

Problem: Captured events don't appear in timeline.

Check:

1. Are you looking at the right interview?

  • Verify interview name
  • Check date/time
  • Open correct interview

2. Are you in the right mode?

  • Events in post-production timeline only
  • Not visible during Practice Mode
  • Practice Mode doesn't save anything

3. Were they captured during Practice?

  • Practice Mode events aren't saved (by design)
  • If you practiced, events won't be there
  • Start actual recording next time

4. Check event filters:

  • Post-production has event type filters
  • "Show All" might be filtered
  • Change filter to see all events

5. Refresh the page:

  • Sometimes display doesn't update
  • Hard refresh: Ctrl+Shift+R (Cmd+Shift+R)
  • Events should appear

Wrong Timestamps

Problem: Event timestamps don't match audio.

Why This Happens:

  • Normal! Timestamps based on original recording
  • After editing (trimming, cutting), timestamps shift
  • Expected behavior before alignment

Solution: Use Transcript Alignment

Steps:

  1. Edit your audio
  2. Generate transcript from edited audio
  3. Upload to InterviewCue
  4. Click "Align Timestamps"
  5. Review confidence scores
  6. Apply alignment
  7. Timestamps now match edited audio!

See: Transcript Integration guide for details.

Quick manual fixes (for individual timestamps):

  • Click any timestamp directly in the timeline
  • Type the corrected time in MM:SS format
  • Press Enter to save instantly
  • Perfect for small adjustments!

Without transcripts:

  • Use inline editing for manual adjustments (click timestamps)
  • Or use original timestamps as reference only
  • Or don't edit audio heavily

Lost Interview

Problem: Can't find an interview you created.

Check:

1. Search function:

  • Use search box at top of interview list
  • Type guest name, topic, or keywords
  • Should appear if it exists

2. Scroll through list:

  • Interviews sorted newest first
  • Older interviews further down
  • Keep scrolling

3. Check account:

  • Did you create it with this account?
  • Try logging out and back in
  • Check if you have multiple accounts

4. Was it deleted?

  • Deletion is permanent
  • Check trash/email for records
  • May need to recreate

Export Failures

Problem: Export button doesn't work or file is corrupted.

Solutions:

1. Try different format:

  • If Markdown fails, try JSON
  • If JSON works, other issue specific to format
  • Report which format fails

2. Check browser:

  • Some browsers block downloads
  • Check download folder
  • Check browser's download settings
  • Try different browser

3. Disable browser extensions:

  • Ad blockers sometimes interfere
  • Disable temporarily
  • Try export again

4. Clear cache:

  • Browser cache corruption
  • Clear and retry

5. Interview too large:

  • Hundreds of events might be slow
  • Wait longer (up to 30 seconds)
  • Try on desktop vs mobile

Audio Scrubbing Issues

Can't Upload Audio File

Problem: Audio file upload fails or shows error.

Possible Causes:

  • File format not supported
  • File too large (>500MB)
  • Network issues
  • Browser compatibility

Solutions:

1. Check file format:

  • ✅ Supported: MP3, AAC, OGG, WMA, M4A, WebM
  • ❌ Not supported: MP4, MOV, AVI (video), WAV (too large)
  • Convert to MP3 if needed

2. Check file size:

  • Maximum: 500MB
  • Check file properties
  • If larger: Compress or convert to lower bitrate
  • Recommended: 128-256kbps MP3

3. Check internet connection:

  • Large files need stable connection
  • Use Wi-Fi, not cellular
  • Wait for progress indicator
  • Don't close tab during upload

4. Try different browser:

  • Chrome or Edge recommended
  • Safari works but may be slower
  • Ensure browser is updated

5. Convert WAV to MP3:

  • WAV files are huge (uncompressed)
  • Use Audacity or Audition
  • Export as MP3 (256kbps or lower)
  • Upload converted file

Audio Won't Play

Problem: Clicking play button doesn't start audio.

Solutions:

1. Check if audio uploaded:

  • Look for filename in audio section
  • If says "No audio file," upload first
  • May need to re-upload if expired

2. Wait for audio to load:

  • Large files take time to buffer
  • Wait 5-10 seconds after clicking play
  • Progress bar will appear when ready

3. Check browser audio:

  • Ensure browser audio not muted
  • Check system volume
  • Try playing audio in another tab (test browser audio works)

4. Refresh page:

  • Close post-production view
  • Reopen
  • Try play button again

5. Re-upload audio:

  • Delete existing audio
  • Upload again
  • Try playing

Audio Playback Stutters or Stops

Problem: Audio plays but stutters, skips, or stops.

Solutions:

1. Check internet speed:

  • Audio streams from server
  • Slow connection causes buffering
  • Use Wi-Fi for best experience
  • Test: speedtest.net

2. Close other tabs:

  • Free up browser memory
  • Especially video/streaming tabs
  • Try again

3. Let it buffer:

  • Pause playback
  • Wait 10-15 seconds
  • Resume

4. Try smaller file:

  • Compress audio to lower bitrate
  • 128kbps MP3 streams better than 320kbps
  • Re-upload compressed version

Audio Scrubber Not Showing

Problem: Don't see audio upload section or play buttons.

Possible Causes:

  • Viewing finalized/adjusted timeline
  • Browser compatibility
  • Page not fully loaded

Solutions:

1. Check timeline view and uploaded audio:

  • Audio scrubbing works on both Original Times and Adjusted Times
  • Make sure you've uploaded audio for the current timeline view:
    • Original Times → Upload raw/original recording
    • Adjusted Times → Upload finalized/edited recording
  • Each timeline needs its own audio file

2. Upload correct audio file:

  • Expand "Audio Scrubbing" section
  • Check which timeline you're viewing (label shows "Raw Recording" or "Final Recording")
  • Upload the matching audio file

3. Refresh page:

  • Hard refresh: Ctrl+Shift+R (Cmd+Shift+R)
  • Wait for page to fully load

4. Check browser:

  • Chrome, Edge, Safari supported
  • Update to latest version
  • Try different browser

"Update Timestamp" Button Doesn't Work

Problem: Clicking Update doesn't change timestamp.

Solutions:

1. Wait a moment:

  • Save takes 1-2 seconds
  • Don't close panel immediately
  • Look for success indication

2. Check internet:

  • Timestamp saves to server
  • Need stable connection
  • Try again if connection dropped

3. Verify it saved:

  • Close panel
  • Look at timestamp in timeline
  • Refresh if needed

4. Manual edit as fallback:

  • Note the current playback time
  • Close audio panel
  • Click timestamp directly
  • Type corrected time manually

Wrong Audio Playing

Problem: Audio doesn't match the interview.

Possible Causes:

  • Uploaded wrong file
  • Multiple interviews with same audio
  • Cache issue

Solutions:

1. Verify correct file:

  • Check filename in audio section
  • Does it match your interview?
  • Delete and upload correct file

2. Clear and re-upload:

  • Delete current audio
  • Upload correct interview recording
  • Verify by listening to first event

3. Check interview:

  • Are you in the right interview?
  • Double-check interview name/date

Device-Specific Issues

iOS/iPadOS Issues

Problem: Can't install PWA

Solutions:

  • Must use Safari (only Safari supports iOS PWA)
  • iOS 12.2+ required (update iOS if older)
  • Not in Private Browsing mode
  • Try: Settings → Safari → Clear History and Website Data

Problem: Screen still sleeps

Solutions:

  • Settings → Display & Brightness → Auto-Lock → "Never"
  • Ensure InterviewCue is foreground app
  • Don't lock device manually
  • Check Low Power Mode (disables wake lock)

Problem: Hotkeys don't work on iPad

Solution:

  • Need physical keyboard (not on-screen)
  • Bluetooth keyboard works great
  • Or use touch buttons (no keyboard required)

Android Issues

Problem: Install button disappeared

Solutions:

  • Update Chrome to latest version
  • Clear Chrome cache
  • Restart Chrome
  • Try incognito mode (then re-try regular mode)

Problem: App opens in browser tab instead of full-screen

Solutions:

  • Uninstall PWA
  • Reinstall from Chrome (not other browser)
  • Make sure you clicked "Install" not "Open"

Problem: Battery drains quickly

Solutions:

  • Screen wake lock keeps screen on (uses battery)
  • Normal for long interviews
  • Plug in device or use external battery
  • Lower screen brightness

Desktop Issues (Windows/Mac/Linux)

Problem: Keyboard shortcuts conflict with system

Solutions:

  • Close other applications
  • Disable keyboard managers (e.g., AutoHotkey)
  • Try different browser
  • Use mouse as fallback

Problem: Multiple windows/instances confusing

Solutions:

  • Only open one InterviewCue window
  • Close extra tabs
  • Use PWA (separate window, easier to manage)

Problem: High CPU usage

Solutions:

  • Close other tabs and applications
  • Update browser
  • Check for malware/background processes
  • Restart browser

Browser Compatibility Issues

Supported Browsers

✅ Fully Supported:

  • Chrome 90+ (all platforms)
  • Edge 90+ (Windows, Mac)
  • Safari 14+ (macOS, iOS, iPadOS)
  • Brave 90+ (desktop)
  • Samsung Internet 14+ (Android)

⚠️ Partially Supported:

  • Firefox (website works, PWA limited)
  • Opera (website works, PWA varies)

❌ Not Supported:

  • Internet Explorer
  • Very old browser versions

Browser-Specific Issues

Chrome: Download prompts constantly

Solution:

  • Browser settings
  • Site settings
  • InterviewCue → Permissions
  • Downloads → "Allow"

Safari: Events sync slowly

Solution:

  • Safari sometimes throttles
  • Normal lag up to 1-2 seconds
  • Try Chrome if critical

Firefox: PWA install missing

Solution:

  • Firefox doesn't fully support PWA
  • Use as website (works fine)
  • Or switch to Chrome/Edge for install

Performance Issues

Slow Loading

Problem: InterviewCue takes long to load.

Solutions:

1. Check internet speed:

  • Minimum: 5 Mbps download
  • Test: speedtest.net
  • Switch to Wi-Fi if on cellular

2. Clear browser cache:

  • Especially if not loaded in a while
  • Hard refresh: Ctrl+Shift+R (Cmd+Shift+R)
  • Should be faster after first load

3. Update browser:

  • Old browsers slower
  • Update to latest version

4. Close other tabs:

  • Free up memory
  • Close unnecessary applications

Lag During Recording

Problem: Buttons/hotkeys have delay.

Solutions:

1. Close other tabs and apps:

  • Free up system resources
  • Close browser tabs
  • Especially video/streaming tabs

2. Check internet:

  • Events save over network
  • Slow internet = slight lag
  • Normal up to 1 second
  • Use wired connection if critical

3. Restart browser:

  • Memory leaks can cause lag
  • Close and reopen
  • Should improve

4. Use faster device:

  • Very old devices may struggle
  • Try on faster computer/tablet

Getting Help

When to Contact Support

Contact support if:

  • Issue not covered here
  • Solutions don't work
  • Data loss or corruption
  • Security concerns
  • Feature requests
  • Bug reports

Before contacting, collect:

  • Browser and version (e.g., "Chrome 120 on Windows 11")
  • Device (e.g., "iPad Pro 2022" or "Windows laptop")
  • What you were doing when issue occurred
  • Screenshots or screen recording of issue
  • Console errors (F12 → Console tab, screenshot any red errors)
  • Steps to reproduce (how to make it happen again)

Diagnostic Information

To get diagnostic info:

1. Browser and version:

  • Chrome: Menu (⋮) → Help → About Chrome
  • Safari: Safari → About Safari
  • Edge: Menu (…) → Help and feedback → About Microsoft Edge

2. Device information:

  • Desktop: System → About
  • Mobile: Settings → About

3. Browser console:

  • Press F12 (or Cmd+Option+I on Mac)
  • Click "Console" tab
  • Screenshot any red errors
  • Include in support request

4. Network tab (for sync issues):

  • F12 → Network tab
  • Reproduce issue
  • Screenshot failed requests (red items)

Community Support

Coming soon:

  • Community forum
  • Slack/Discord channel
  • User group discussions
  • Video tutorials
  • Webinars

For now: Email support or check FAQ.

Preventative Measures

Before Every Interview

✅ Pre-flight checklist:

  • [ ] Test internet connection (stable & fast)
  • [ ] Charge devices (or plug in)
  • [ ] Update browser (if not recently updated)
  • [ ] Close unnecessary tabs/apps
  • [ ] Test microphone and recording software
  • [ ] Quick test: Capture one event, verify it saves
  • [ ] Silence phone notifications
  • [ ] Set screen to never sleep (or trust wake lock)

5 minutes of setup prevents 50 minutes of stress!

Regular Maintenance

Monthly:

  • Clear browser cache (old data)
  • Update browser to latest version
  • Check for OS updates
  • Review saved interviews (export/backup)

Per interview:

  • Export completed interviews
  • Backup to cloud storage
  • Delete test/practice interviews

Quick Diagnostic Flowchart

Issue: Can't install PWA

  1. Using Chrome/Safari/Edge? → No → Switch browser
  2. In private mode? → Yes → Exit private mode
  3. Already installed? → Yes → Uninstall and reinstall
  4. Page fully loaded? → No → Refresh and wait
  5. Still failing? → Contact support

Issue: Hotkeys don't work

  1. Click inside InterviewCue window
  2. Try clicking event button → Works? → Focus issue, keep clicking inside
  3. Try different browser
  4. Use touch/click buttons as fallback

Issue: Events not saving

  1. Check internet connection → No internet → Connect to network
  2. Wait 5 seconds, check again → Fixed? → Was saving
  3. Refresh page, check timeline → There? → Display issue
  4. Still missing? → Report to support (may be bug)

Related Documentation

Remember

Most issues are simple:

  • Refresh the page
  • Clear cache
  • Update browser
  • Check internet
  • Restart device

Don't panic! Your data is safe. InterviewCue auto-saves constantly. Even if something breaks, your interviews are secure.

Can't solve it? That's what support is for! We're here to help. 🛠️✨