Troubleshooting - Proctoring and Device errors

Proctoring check error

Description

Troubleshooting

• Likely caused by poor internet connection, change networks or connect via ethernet.
• Can also be caused by the firewall blocking AWS uploading.

• Move to a more brightly lit area.
• If lighting is not low, check webcam permission settings and ensure IEP has webcam access.

Device error

Description

Troubleshooting

Inspera Exam Portal has detected the following applications that have access to Screen Capture

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.

Devices with two cameras

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'.)

Mac denies access to camera, screen, and microphone

IEP 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

1. Go to privacy settings for Camera/microphone/screen
   
2. Uncheck Inspera Exam Portal > Re-check Inspera Exam Portal

In certain cases, macOS will not grant permissions to an application, even with it shown in the Preferences. To work around this issue:

1. Open your Terminal.
2. Type tccutil reset All no.inspera.launcher in the Terminal and then enable all the permissions again.

Failed to capture screen

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 Exam Portal access to the new screen recording permission in order to share your screen for a proctored session with Inspera Smarter Proctoring. 

1. Open Security and Privacy in System Preferences.
2. In the Privacy tab, select Screen Recording.
3. Select the checkbox by Inspera Exam Portal.
4. Click Retry in the Inspera Exam Portal.