This article provides a guide for troubleshooting proctoring and device errors. For information on troubleshooting system errors, please refer to this article.

Please contact your institution if you require additional assistance.

Proctoring errors

1. Description	Troubleshooting
   Failed to upload a test file due to unstable internet connection	Likely caused by poor internet connection, change networks or connect via ethernet. Can also be caused by the firewall blocking AWS uploading.

2. Description	Troubleshooting
   Lighting too low, system is unable to take sufficient video/photo of the candidate	Move to a more brightly lit area. If lighting is not low, check webcam permission settings and ensure IIB has webcam access.

Device errors

1. Description	Troubleshooting
   There is a known Screen Capture error within version 1.13.60. This error may appear after running through the System Checks.	To bypass this message, go into System Preferences > Security & Privacy > Screen Recording manually and disable the applications listed.

2. Description	Troubleshooting
   Laptops with front and back-facing cameras	Such devices are not recommended  External webcams that are front-facing are ok to use (The external webcam should not be a 'storage device' as well, such as an action camera like a 'gopro'.)

3. Description

   Troubleshooting

   IIB will fail at the screen capture stage due to insufficient permissions

   If permission is already given, remove permissions and re-add for the camera, microphone, and screen-recording Go to privacy settings for Camera/microphone/screen Uncheck Inspera Integrity Browser > Re-check Inspera Integrity Browser In certain cases, macOS will not grant permissions to an application, even with it shown in the Preferences. To work around this issue: Open your Terminal. Type tccutil reset All no.inspera.launcher in the Terminal and then enable all the permissions again.

4. Description	Troubleshooting
   Apple has introduced new security features with the release of OS Catalina, which also applies to Big Sur. If you are running macOS Catalina - version 10.15 or later - or, any version of Big Sur, you must grant Inspera Integrity Browser access to the new screen recording permission in order to share your screen for a proctored session with Inspera Proctoring.	Open Security and Privacy in System Preferences. In the Privacy tab, select Screen Recording. Select the checkbox by Inspera Integrity Browser. Click Retry in the Inspera Integrity Browser.

FAQs

1. No, you are only allowed to run one session at a time.