HireVue Games Not Working? What to Do Next

If a HireVue game will not load, freezes, disconnects, or stops accepting input, protect the assessment record before trying random fixes. Capture what happened, avoid repeated clicks, and check whether the problem is the page, controls, connection, or device.

Do not assume that refreshing will restore the game or that every response has been saved. HireVue warns that refreshing a frozen interview can lose progress that has not uploaded. Earlier responses may already be stored while the latest action is not, so only the official platform or support team can confirm the status.

HireVueGames cannot see your employer assessment. We cannot recover progress, reset an invitation, extend a deadline, authorize another attempt, or confirm that a submission reached the hiring company. We can help you test whether an independent practice game works on the same device before you return to the official support process.

This guide was checked against HireVue's public candidate-support documentation in August 2026. Follow the instructions in your own invitation when they differ.

Do This Before You Refresh or Close the Page

If the assessment is still open, use this order:

1. Stop repeated clicking. Extra clicks can create an unintended response or make it harder to describe the original problem.
2. Read the screen. Record any error code, loading message, permission notice, or unsupported-device warning.
3. Capture evidence. Take a screenshot or photo that includes the message without exposing private information publicly.
4. Note the context. Write down the time and time zone, game or section, last completed action, browser or app, device, operating system, and connection type.
5. Check for an official support link. Your invitation or assessment page may provide the correct route for that employer's session.
6. Only then choose a troubleshooting step. A blank page, frozen animation, lost connection, and unresponsive control are different problems.

If the page displays an upload or saving message, do not uninstall the app or clear data without checking the current official instructions. HireVue's upload guidance warns that uninstalling while an upload is pending can remove recorded responses.

Identify What Is Not Working

The Game Will Not Load

You may see a blank game area, an endless loading indicator, a script or network error, or an unsupported-browser message.

First confirm that you opened the exact invitation link and that the browser did not block cookies, scripts, pop-ups, or required permissions. Close unrelated tabs and high-resource applications. Then compare your setup with HireVue's current device requirements.

Do not open several copies of the assessment in different tabs. Multiple active sessions can make the situation harder to diagnose.

The Game Is Frozen

A frozen game may stop animating, keep the timer or screen unchanged, or fail to move after a response. Before refreshing, capture the screen and note the last action that worked.

HireVue's troubleshooting guidance includes refreshing or reopening, trying another supported browser, restarting the device, changing the connection, and switching devices. These are options, not a guarantee that the unfinished game will resume at the same point. Use them cautiously and follow the official support route if the session status is unclear.

The Assessment Disconnected

If the connection drops, check whether other sites still load and whether the device moved between Wi-Fi and cellular data. Avoid repeatedly submitting the same action while the connection is unstable.

If possible, reconnect to a stable network and wait for the assessment page to show a clear status. Record the disconnection time. When you contact support, state whether the page recovered, displayed an error, returned to the invitation, or remained open without advancing.

The Controls Do Not Respond

If taps, clicks, keys, or drag actions fail, check the input method before assuming the whole assessment is offline.

• Return browser zoom and display scaling to a normal level.
• Confirm that the page has focus and no dialog is covering the game.
• Check whether a damaged touchscreen area, low mouse battery, trackpad gesture, keyboard layout, or browser extension is interfering.
• If the game looks blurry or distorted in Chrome or Edge on Windows, follow HireVue's current game-display guidance rather than repeatedly clicking unclear controls.

Do not change many settings at once during a live assessment. Record the problem and use the smallest official troubleshooting step that matches it.

Check the Browser, Device, and Connection

Use the phone-or-computer setup guide for the full device checklist. For a quick check:

Browser

• Use a currently supported browser from HireVue's device requirements.
• Close unnecessary tabs and extensions that block scripts, cookies, media, or pop-ups.
• If Chrome or Edge displays distorted game elements, HireVue recommends the mobile app, Firefox or Safari, or disabling hardware acceleration and restarting the browser.
• Do not clear cookies or site data during an active session unless official support directs you to do so.

Device

• Connect the device to power.
• Close high-resource applications.
• Confirm that the operating system and browser or app are supported.
• Silence notifications and prevent automatic sleep.
• If switching devices, close the frozen session first and do not assume the new device will reopen the same unfinished point.

Connection

• Prefer a stable private connection over public or congested Wi-Fi.
• Pause downloads, streaming, VPN traffic, and other heavy network use.
• Restarting a router or switching networks may help, but first preserve evidence from the active assessment.
• Record whether the failure occurred on Wi-Fi, Ethernet, or cellular data.

What Information Should You Save?

A useful support request is specific. Save:

• your name and the email address used for the invitation;
• the hiring company and role, if relevant;
• the invitation or assessment identifier, without posting it publicly;
• the exact error message or code;
• a screenshot or photo;
• the date, time, and time zone;
• the game or section and last completed action;
• device, operating system, browser or app version;
• network type; and
• the troubleshooting steps already attempted.

Do not send passwords or publish a private invitation link in a forum or social post.

Was Your Progress Saved?

There is no safe universal answer from outside the assessment system.

Some completed responses may have uploaded while the current response did not. A page returning to the invitation does not by itself prove that the whole assessment was submitted, and a frozen screen does not prove that nothing was saved.

Use the official assessment page to check for a completion message, then contact HireVue support when the status is uncertain. If the employer needs to authorize a complete new attempt, HireVue's restart policy directs that decision to the hiring company.

HireVueGames cannot check this status. Our practice history applies only to activity completed on HireVueGames, not to an employer's HireVue assessment.

When to Contact HireVue Support or the Hiring Company

Contact Official HireVue Support When

• the assessment page will not load after the supported setup checks;
• the game freezes, disconnects, or displays an error;
• you are unsure whether progress uploaded;
• a browser, app, device, or invitation link appears to be malfunctioning; or
• the official troubleshooting steps do not restore the session.

Use the support link in your invitation or the HireVue Candidate Help Center. Include the evidence and steps listed above.

Contact the Hiring Company When

• the deadline may be missed;
• you need an extension;
• a full new attempt may be required;
• the invitation has expired or appears to contain the wrong details; or
• you need confirmation about the application process rather than a technical fix.

HireVue states that only the hiring company can authorize a complete new attempt. Technical support can investigate the platform, but it does not make the employer's deadline, retake, or hiring decision.

If the Deadline Is Close

Do not wait until the deadline has passed to create a record of the problem.

1. Capture the error and current time.
2. Submit a request through the official support route.
3. Notify the recruiter or hiring contact before the deadline when possible.
4. State the time zone and attach the evidence.
5. Ask what to do next instead of assuming an extension or retake has been granted.

A support request does not automatically extend an employer deadline. A clear, time-stamped record gives the official teams the information needed to decide the next step.

Check This Device With an Independent Practice Game

Before returning to the real assessment—or before assessment day—check a practice game on this device. This can reveal whether the browser renders controls, timers, visual elements, and input correctly in an independent practice environment.

Passing this check does not prove that the official assessment will load or that its network and platform services are working. It only helps separate a general device or input problem from an issue limited to the employer assessment.

For the official session, use HireVue's game troubleshooting guide and the support route in your invitation.

The Practical Response

When HireVue games are not working, protect the record first: stop repeated actions, capture the error, identify the failure type, and follow the official support route. Test the browser, device, and connection only after considering whether a refresh, reset, or uninstall could lose unsaved work.

Do not guess whether progress was saved or whether you can restart. Ask HireVue support about the technical status and the hiring company about deadlines or another attempt. HireVueGames can help you check an independent practice game on the device, but it cannot access or fix the employer assessment.

Official Sources Checked

• Troubleshooting Your Game-Based Assessments
• Devices You Can Use to Take Your Interview
• My Browser Is Frozen
• My Mobile Browser or App Is Frozen
• Interview Upload Issues
• Restart Your Interview

Disclaimer: HireVueGames is an independent practice platform and is not affiliated with, endorsed by, or operated by HireVue. We cannot access, recover, reset, extend, or authorize another attempt for an employer assessment. This guide does not guarantee that a technical issue will be fixed or that assessment progress was saved.