Troubleshooting Guide

Welcome to the Scout Troubleshooting Guide. If you are experiencing technical difficulties with the Scout Chrome Extension, ATS sync, email connection, or search results, review the common issues and resolutions below.

🔹 Chrome Extension Issues

Chrome Extension is not showing up on LinkedIn or Seek

  • Cause: The extension might be disabled, or it may lack permissions to run on the specific website.
  • Resolution:
    1. Click the puzzle icon in the top right corner of Chrome and verify that the Scout Chrome Plugin is enabled and pinned.
    2. Right-click the Scout extension icon, select Can read and change site data, and set it to On all sites or On current site.
    3. Clear your browser cache and refresh the page.

Login Loop or Credentials Error inside the Extension

  • Cause: Session token expiration or conflicting cookies.
  • Resolution:
    1. Open the main web app at app.getscout.ai and verify that you are logged in.
    2. Click the Scout extension icon, click Log Out, reload your browser tab, and log in again using a fresh OTP.

🔹 ATS Integration & Sync Issues

New Candidates in JobAdder/ATS are not appearing in Scout

  • Cause: The ATS integration webhook may have failed, or the sync is still processing.
  • Resolution:
    1. Confirm with your Organization Admin that the ATS integration is active in Settings > Integrations.
    2. Note that webhook sync is nearly instant, but notes and activities sync periodically. Wait 5-10 minutes and check again.
    3. Verify that the candidate profile has at least a Name and a valid Email or LinkedIn URL, as incomplete profiles may be filtered out.

Custom Fields (Visa, Industry, Seniority) are not syncing to JobAdder

  • Cause: Custom fields have not been configured or mapped in your JobAdder instance.
  • Resolution:
    • Pushing custom fields requires mapping on the JobAdder side. Contact JobAdder Support and copy Scout Support to request activation of Scout Custom Fields.

🔹 Email & Careers Mailbox Integrations

Email Connection Fails (IMAP/SMTP)

  • Cause: Incorrect port numbers, server hostnames, or lack of an App Password (common for Gmail/Outlook).
  • Resolution:
    1. Double-check your settings against the IMAP Integration Guide or Outlook Integration Guide.
    2. If using Gmail/Google Workspace or Office 365, you must generate and use an App Password rather than your main account password if two-factor authentication (2FA) is enabled.
    3. Ensure ports 993 (IMAP) and 465 or 587 (SMTP) are open and SSL/TLS is checked.

Resumes from the Careers Mailbox are not importing

  • Cause: The email does not match parsing filters, or there is a lag in scanning.
  • Resolution:
    1. Scout scans the careers mailbox every 10 minutes of specific folder: Scout AI CV.
    2. Create specific folder Scout AI CV in your careers mailbox, and forward or move resumes to that specific folder.
    3. Ensure the incoming email has a valid file attachment (PDF/DOCX) and contains hiring-related keywords. Emails without attachments or clear resume profiles are ignored to avoid spam.

🔹 Email & LinkedIn Sequences

Email or LinkedIn Message is not sending to a candidate/contact

  • Cause: The candidate enrollment or the entire sequence might be paused, or the delivery queue is processing.
  • Resolution:
    1. Navigate to the Email Sequences or LinkedIn Sequences page from the sidebar.
    2. Choose the affected sequence.
    3. Verify that the entire sequence is enabled/active.
    4. Check the candidate list in the sequence detail page to confirm the specific candidate/contact is enabled.
    5. If both the sequence and the candidate are enabled, please wait a while. For sequences with many candidates, Scout processes and sends the messages sequentially, so it might not be this candidate’s turn in the queue yet.

🔹 Sourcing & Search Troubleshooting

  • Cause: Overly restrictive search filters (e.g., too many Mandatory skills, high YoE threshold).
  • Resolution:
    1. Edit your search criteria and uncheck some of the Mandatory constraints on skills.
    2. Broaden your experience range or locations (e.g., enable remote options).
    3. In the Talent Graph, try selecting a broader Job Family or Job Function instead of drilling down into specific, narrow industries.

Resume Upload Parsing Failures

  • Cause: Password-protected, scanned image (non-selectable text), or unsupported file formats.
  • Resolution:
    1. Ensure the file is a standard, unencrypted PDF or DOCX file.
    2. Make sure the text in the PDF is highlightable and selectable. Scanned documents without OCR text cannot be parsed.

🔹 Candidate/Contact Profile & AI Voice Notes

AI Voice Note is not recording audio in Candidate or Contact Profile

  • Cause: Browser microphone permissions may be blocked, the incorrect input device is selected, or macOS system-level audio settings (like Voice Isolation) are filtering out the audio input.
  • Resolution:
    1. Click Test your microphone inside the Audio note dialog to test your microphone first.
    2. Make sure to choose the correct microphone input if your system has multiple microphones.
    3. Ensure your browser is allowed access to the microphone for app.getscout.ai in your browser settings.
    4. macOS Users: Take extra caution with macOS Mic Mode settings. If audio is not registering, disable Voice Isolation. While the microphone is active in the browser, click the Control Center icon in the macOS menu bar, select Mic Mode, and change it from Voice Isolation to Standard.

Still Need Help?

If you have tried the steps above and continue to experience issues, please reach out directly:

  • Email: support@getscout.ai
  • Hours: Monday to Friday, 9:00 AM – 6:00 PM SGT (Singapore Time)
Request Access → Login

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