> ## Documentation Index
> Fetch the complete documentation index at: https://kb.micro1.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Client Troubleshooting

> Accessing support and troubleshooting steps for clients

## Interview Overview and Expectations

The **AI Interviewer (Zara)** simulates a structured conversation with candidates through video and voice. The experience can also have exercises, depending on the configuration of the interview.
It’s designed to replicate a realistic interview experience while maintaining fairness and consistency across all candidates.

Each interview includes:

* Real-time question delivery by our **Zara**
* Candidate responses recorded via **webcam and microphone**
* Automatic **audio and video capture** for review and scoring

<Tip>
  Candidates must complete their interviews using a **desktop or mobile device** with the latest version of **Google Chrome** or **Safari**.
</Tip>

***

## Supporting Candidates During Interviews

### 🎧 Live Support Access

During any AI interview, candidates can click the [**“Having Trouble?”**](/kb/support/troubleshooting-candidates) button in the **bottom-right corner** of their screen.\
This opens a **guided troubleshooting flow** that helps them resolve issues such as:

* Camera or microphone not working
* Screen sharing problems
* Zara freezing, lagging, or not responding
* Audio playback or volume issues

If problems persist after following the suggested steps, candidates are instructed to contact our support team at:\
📧 **[help@micro1.ai](mailto:help@micro1.ai)**

***

## Support Channels

| Type                  | Contact                                 | Purpose                                                                  |
| --------------------- | --------------------------------------- | ------------------------------------------------------------------------ |
| **Candidate Support** | [help@micro1.ai](mailto:help@micro1.ai) | For issues during interviews (technical problems, access, or reattempts) |
| **Client Support**    | [se@micro1.ai](mailto:se@micro1.ai)     | For clients or hiring managers needing assistance or escalation          |

Our team responds within **24 hours**

<Tip>
  Encourage candidates to contact support **directly** for faster troubleshooting. If multiple candidates report the same issue, please follow the escalation process below.
</Tip>

***

## Escalation Guidelines

Please escalate to **micro1** when:

* More than one candidate reports the same **technical failure**
* The **interview flow** is broken or not behaving as expected
* You need clarification about **Zara’s behavior** or technical coverage

### How to Escalate

Send an email to **[se@micro1.ai](mailto:se@micro1.ai)** with:

* Candidate name(s), email ID(s), and role(s)
* Description of the issue
* Interview report link (if available)
* Screenshot or screen recording (if available)

<Tip>
  Providing visuals (screenshots or short screen recordings) helps our technical team replicate and resolve issues more quickly.
</Tip>