You can troubleshoot system errors using the guide within this article. Please contact your institution if you require additional assistance.
Login configuration error
Troubleshooting
After completion - failed
Ensures correct sign-in option (SSO or one-time user)
- A proxy server could be blocking traffic to Inspera. We suggest changing networks.
- Ensure you are online/ connected to the internet.
Too poor connection quality
Troubleshooting
Connection quality - failure
Connection is not good enough
- We suggest clicking Retry until IIB connects to a server.
- If you are still unable to pass the check, close and open the software again or change networks.
Environment error
Troubleshooting
Environment - failure
- Make sure you are not running IIB from within an external machine.
- Try manually closing other applications running on your device.
Not enough free memory
Troubleshooting
Memory Check – failure
We recommend closing other applications on your system and clicking Retry.
Wrong application location
Troubleshooting
App location – failure (Mac only)
On Macs, when IIB is not installed and is instead run before installation, this is the message shown to the candidate.
- Try moving IIB to the application folder on your device and relaunching IIB.
Note: This error occurs when launching IIB directly instead of completing the installation process. See screenshot below for example of of the IIB app situated outside of the Applications folder:
Failed to acquire full disk access
Troubleshooting
Full disk access - failure (Mac only)
When the relevant setting is enabled, this error message appears on Macs when IIB does not have the "full disk access" permission in the "Security and Privacy" settings”.
Instructions:
Follow instructions on screen and provide full disk access to IIB. When prompted to close IIB, choose the option “Later” instead of “Quit and reopen”
Click the “Retry” button in IIB.
If this does not resolve the issue then:
Navigate back to the settings page for full disk access.
Unselect and re-select IIB in the list. When prompted to close IIB, choose the option “Quit and reopen” instead of “Later”
If the check fails again, then close IIB.
Go back to the settings and remove the access provided.
In the settings, provide access to IIB again.
Restart mac
-
Relaunch IIB and check if the issue is resolved
Obsolete app version
Troubleshooting
App version - failure
If this "obsolete app version" message is displayed then the version of IIB being used is no longer supported for your exams.
- Contact your institution to request a more up to date version of IIB.
- Uninstall the old version of IIB and then install the newer version
Clock accuracy error
Troubleshooting
Clock accuracy - failure
This error appears if your computer clock and global clock do not match. You may need to ensure that your clock is synched to the correct global time.
- If you have manually set the time on your device, you may need to instead sync your clock with a global clock server.
- Try opening the date and time settings on your device and synching with the Windows or Mac Servers.
- Sync the device clock with a new server. Inspera uses Google's NTP server: time.google.com
- You may need to allow access through the firewall: NTP is on port 123 and TCP & UDP.
Unsupported CPU
Troubleshooting
CPU features - failure
Your CPU doesn’t support SSE4.2 instruction set which is used by Inspera Integrity Browser. Please find another computer.
Incorrect number of screens
Troubleshooting
Number of screens - failure
An "incorrect number of screens" message is shown to the test taker.
- Disconnect your secondary monitor and click Retry.
- For Open IIB tests, you can re-connect the monitor after the system checks if desired.
Failed to retrieve process blocklist
Troubleshooting
Process blocklist - failure
Inspera Integrity Browser failed to retrieve process blocklist. Please try again.
Additionally, issues with network may cause this error. Please see Too poor connection quality
If the problem persists please contact your institution for support.
No external power supply
Troubleshooting
Power state - failure
When the relevant setting is enabled, this error message appears if you are not plugged into a power outlet / plug socket.
- Plug your charger into your device and click Retry.
Device check
Troubleshooting
Device check failure
You have been identified as potentially violating the test rules and conditions. This may be due to various reasons based on the guidelines of the organization administering your Inspera exam.
Please reach out to your exam provider (school, university, awarding body, etc.) for further information and assistance.
Keyboard language
Troubleshooting
Incorrect keyboard language
You have attempted to start the test with an unapproved keyboard language enabled on your device. In order to pass this system check you will need to switch your device’s keyboard language to one form the approved list for your test.
For example, if you are sitting a language test, you may be required to set your keyboard layout to the language you are being tested on.
To switch keyboard language, go to the Language settings on your device. You may need to install the relevant language pack first.
You can use any physical keyboard (hardware) here, it is only the keyboard language selected in your settings which needs to be changed.
The list of approved keyboard language layouts varies from customer to customer. Please contact your exam provider or educational institution for the list of approved keyboard languages relevant to you.