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Technical Help

In this section you’ll find technical support and guidance for completing different types of assessment including:

Online Assessments
Using Video
Virtual Assessment Centres

Online Assessment Troubleshooting

How can I prepare?
  • Ensure you have a good internet connection and the web browser you’ll be using is compatible with the Sova platform.
  • Find a quiet place without interruptions or distractions, which will enable you to perform at your best.
  • Allow plenty of time to complete the assessment, taking in to account the time required to read the instructions and complete practice questions.
Can I complete the online assessments on a mobile device or tablet?

Yes, our assessments are compatible on a mobile, tablet or laptop, so you can use whichever device you feel most comfortable with.

What do I need to complete the assessments?

In addition to the device you will be using to complete the assessments, you will also need a pen, paper and calculator for the ability questions.

Can I complete practice questions?

To allow you to become familiar with the layout and type of question that you may be asked to answer, there are some practice questions available on the Candidate Hub. You will also have the opportunity to complete a practice question at the beginning of each part of your assessment. Your answers to the practice questions do not count towards your score on the assessment.

I have special requirements which may impact my ability to do the assessment – what should I do?

Sova is committed to creating an equitable, fair and bias-fee process for every applicant. We want to help businesses make better people decisions that are accurate, objective and transparent. If you believe you need adjustments to be made to the assessment process, we recommend that you contact the organisation you are applying to.

We will work with the organisation to make adjustments based on your individual needs. This might include additional time, a scribe, a screen reader or other changes to ensure you can perform at your best. It’s important to speak to the hiring organisation in the first instance, as your requirements may need to be considered in other parts of the selection process too.

Which browser should I use?

The following browsers are compatible:

  • The latest versions of Chrome and Firefox on Windows 10 and macOS 10.14+
  • Microsoft Edge on Windows 10
  • Safari on macOS 10.14 (Experimental)
  • Chrome browser on Android (Android 8+) *
  • Safari on iPhone (iOS 11+)

*Due to Google’s restrictions on Huwaei’s use of Android, video interview recording is not supported on Huawei devices

What are the system requirements I need?

The Sova platform is accessible by a wide variety of browsers and devices – however the use of certain browsers, devices and internet speed may affect you experience, and therefore for an optimum user experience we recommend using the following:

  • Optimal browsers: Current or previous version of Microsoft Edge, Google chrome, Mozilla or Firefox, Safari
  • Optimal Operating Systems: Windows 10, macOS 10.12+, iPhone 7+, Any mobile device using Android device 8+ with Chrome
  • Unsupported Browsers and Operating systems: We do not support browsers operating systems for which support has been discontinued by the manufacturer (Such as Windows 7)
  • Minimum Internet speed: Broadband of 1Mb per second, or faster internet connection for video-based assessments. or 3G mobile.
I seem to be having an issue with a firewall

If you are using your company’s internet network, there is a chance that this firewall may be causing issues. If this happens, we recommend accessing a different Internet network. Alternatively, if you’re able to attempt the link on a home network, this will resolve the firewall issue.

Pop-up windows are stopping me from accessing the test

Please disable any pop-up blocking software, that may prevent the test from downloading, before attempting the tests. University or company networks may have restrictions in place, so please check with your local systems administrator first.

Why isn’t the assessment loading on the whole page?

This may be related to the internet browser being used to complete the assessment. We recommend using Google Chrome for the best quality assessment experience.

I can’t move on to the next question – why is this happening?

Please make sure you have read the instructions on how to answer the questions carefully – some ability questions may require two or more answers, whilst personality questions ask you to only select one answer in each column.

Once you have selected all the answers necessary, you will be able to click ‘Next’ to move on to the next question. If this fails, please change your browser to Google Chrome.

I lost internet connection half-way through. Is it possible to restart?

To log back in and continue the assessment where you left off, simply follow the link in your invitation email.

Once I have completed the assessment, when will I know if I have been successful?

We recommend that you contact the organisation that asked you to complete the assessment to find out more about the next steps and timescales.

When completing the personality questionnaire, why can't I choose the same rating for different statements?

Video Troubleshooting

It’s not working for me….how do I get started?

Sorry to hear you are having issues with the video recording. Time is not recorded on the video recording sections, so this will not affect your results.

In the first instance, please ensure you are using a supported browser:

  • Google Chrome
  • Firefox
  • Mozilla

Please note that other browsers are not compatible and will not allow you to complete the video recording.

If you are still having issues, please follow the steps below before contacting Sova’s Helpdesk. They are common steps which will rectify the issue within a few moments:

If using an iPhone, iPad or Mac, please follow the instructions below:

  • Go to Settings
  • Scroll down to the list of apps and select the Chrome app
  • Enable camera and microphone permissions
  • Restart your device

If using an android device, please follow the instructions below:

Go to SettingsSelect AppsSelect the Browser Application you are using e.g. Google ChromeSelect PermissionsEnable both camera and microphone permissions if this has not yet been doneRestart your device

Please note that it’s not possible to complete the video recording on a Huawei device.

If you are using a laptop or desktop computer, please ensure no other applications are using the camera or microphone. You should also try restarting your device.

If you are using Windows 10 and receiving a “Hardware Access Denied” message, please follow the instructions below:

  • Search for “Camera Privacy Settings” on your machine
  • Check camera access for your device is on
  • Check “Allow desktop apps to access your camera” is on
  • Search for “Microphone Privacy Settings” on your machine
  • Check microphone access for your device is on
  • Check “Allow desktop apps to access your microphone” is on
  • Restart your device and reopen the link

A pop-up box should appear requesting permission to access your camera and microphone - please click “allow”.

If a pop-up box doesn’t appear, please check for a notification at the top of your browser screen in case the pop-up box has been automatically blocked.

If this does not work, Please contact Sova’s helpdesk and provide the following information:

  • A screenshot of the page where the error occurred
  • Device type used e.g. iPhone, Samsung smartphone, Dell laptop, HP laptop, MacBook
  • Operating system used e.g. Windows, macOS, Android, iOS
  • Browser used e.g. Google Chrome, Mozilla Firefox
  • Internet speed (please check using this link
You can use Google Chrome or Safari. Due to Google’s restrictions on Huawei’s use of Android, video interview recording is not supported on Huawei devices.
What bandwidth do I need?

The Sova video interview is designed to work on low bandwidth but does require at least 140 Kbps upload speed. Your connection speed is tested before you begin the interview in your account to make sure you can complete the interview. You can also use a test like this

If you have the required bandwidth speed, but are still unable to complete the interview, it may be due to a firewall if you are attempting to complete from inside a workplace or campus environment. If this is the case, we recommend that you complete from outside this environment using an alternative connection.

Can I test my webcam first?

You can test your webcam here – Visit

Using Google Chrome | My camera’s not working

If you are using your company’s internet network, there is a chance that this firewall may be causing issues. If this happens, we recommend accessing a different Internet network. Alternatively, if you’re able to attempt the link on a home network, this will resolve the firewall issue. Sometimes Chrome may have the audio and camera permissions enabled/disabled by default. Please update Chrome and make sure the permissions are set to “Ask”:

  • Go to Settings > Advanced > Privacy & Security > Site Settings
  • Scroll down to Camera/Microphone & Flash
  • Select the option to “Ask first”
  • Reload the candidate page and try again – you will then be able to continue.
Using an iPhone | I have an ACCESS DENIED error on iOS

Please allow your camera and microphone access by doing the following:

  • Go to Settings
  • Locate Safari
  • Scroll down to Camera – select – choose Allow
  • Scroll down to microphone – select – choose Allow
All I can see is a black screen - what is happening?

If you have other applications open at the same time, and one of them is using the webcam (such as Skype), you may not be able to proceed. Please shut down all other applications and restart your browser.

Can I complete the video interview on a mobile device or tablet?

Yes, our video interviews are compatible on a mobile, tablet or laptop, so you can use whichever device you feel most comfortable with.

The video image is grainy

This could be because the room is too dark or the computer may be slow. To solve this, make the room brighter and make sure you have a light in front of your face. Dark colours take more hardware resources (even for video recording) to process, so it requires more of your computer.

Are there are any other things I can try to overcome issues?

Before attempting anything else, try using an alternative browser such as Mozilla Firefox or Google Chrome.

Virtual Assessment Centre (AC) troubleshooting

What is a Virtual Assessment Centre?

Your Assessment day will be completed in a virtual environment and you will be taking part online from your own home (or a similar quiet, private environment). All parts of the assessment day (including the individual and group exercises) will be conducted in this way for you and all the other candidates and assessors involved in the assessment process.

Our virtual assessment centre is compatible with a number of different video conferencing platforms, such as Zoom, Microsoft Teams and Whereby - these web-based applications will require access to your PC/Tablet camera and your microphone in order for you to take part on the assessment day through a video call. You will therefore need to be online for the duration of the assessment event using a stable broadband internet connection.

Can I use a smart phone for a Virtual Assessment Centre?

We recommend you do not use a smartphone for the assessment day, as the screen may be too small to read important materials effectively or perform certain activities, which may affect your performance on the day.

What are the system requirements for a Virtual Assessment Centre?

You will need the following hardware on your Desktop PC or Tablet:

  • Microphone – built-in microphone, a USB microphone or inline microphone on headphones
  • Speaker or Headphones
  • In-built camera/webcam
  • Bandwidth requirements: Minimum bandwidth is 600kbps (up/down) and recommended is 1.5 Mbps (up/down). You can check your Internet bandwidth using Speedtest if you are unsure:

The video conferencing part of the assessment centre might take place on either Whereby, Microsoft Teams or Zoom. This will be clearly marked within the assessment centre and email instructions ahead of beginning.

Using Whereby | How can I best prepare?

To ensure a seamless experience, we recommend checking your technology set-up the day before your scheduled session. This will allow you time to test compatibility with our platform. Download our factsheet to find out more information.

Using Zoom | How do I download Zoom for my Virtual Assessment Centre?

You can download the free Zoom software onto your PC or Tablet here:

Using Zoom | Can I test my equipment before starting the Virtual Assessment Centre?

Yes - please download the Zoom application (free) above first.

Once you have downloaded the application you need to test your video and microphone are working OK. Please click here: ​and click ‘Join’ – this will open the test meeting for you. In the Meeting test, please test the following:

Using Zoom | My video/camera isn’t working

Please visit the Zoom website for further tips and support.

Using Zoom | My audio isn't working on ioS or Andriod

Please visit the Zoom website for further tips and support.

Using Zoom | There is an echo in my meeting

Please visit the Zoom website for further tips and support.

Privacy Policy

Where can I find your candidate privacy policy?

You can read our Candidate Privacy Notice here

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