Troubleshooting - Proctoring and Device errors

You can troubleshoot system errors, proctoring errors, and device errors using the guide within this article. Please contact your institution if you require additional assistance.

Content

Proctoring errors

Proctoring check error

Description

Troubleshooting

Cannot Upload Files 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.
Webcam Too Dark 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

Device error

Description

Troubleshooting

Inspera Integrity Browser 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. 

Screen_Shot_2022-03-08_at_13.09.49.png 

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

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

  1. Go to privacy settings for Camera/microphone/screen
  2. 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:

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

mceclip0.png

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 Integrity Browser access to the new screen recording permission in order to share your screen for a proctored session with Inspera Proctoring. 

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

Screen_Shot_2023-02-10_at_10.28.36.png

 

FAQs

Can I have two sessions of IIB running at the same time?

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

 

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