Troubleshooting - System errors

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 IEP 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 IEP 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 IEP is not installed and is instead run before installation, this is the message shown to the candidate.

• Try moving IEP to the application folder on your device and relaunching IEP.

Note: This error occurs when launching IEP directly instead of completing the installation process. See screenshot below for example of of the IEP 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 IEP does not have the "full disk access" permission in the "Security and Privacy" settings”.

Instructions:

1. Follow instructions on screen and provide full disk access to IEP. When prompted to close IEP, choose the option “Later” instead of “Quit and reopen”

2. Click the “Retry” button in IEP.

If this does not resolve the issue then:

1. Navigate back to the settings page for full disk access.

2. Unselect and re-select IEP in the list. When prompted to close IEP, choose the option “Quit and reopen” instead of “Later”

3. If the check fails again, then close IEP.

4. Go back to the settings and remove the access provided.

5. In the settings, provide access to IEP again.

6. Restart mac

7. Relaunch IEP 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 IEP being used is no longer supported for your exams. 

• Contact your institution to request a more up to date version of IEP.
• Uninstall the old version of IEP 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 Exam Portal. 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 IEP tests, you can re-connect the monitor after the system checks if desired.

Failed to retrieve process blocklist

Troubleshooting

Process blocklist - failure

Inspera Exam Portal 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.