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
System errors
System check error |
Description |
Troubleshooting |
Failed to Acquire Full Disk Access | Inspera Exam Portal requires full disk access |
Instructions:
(For macs only) If this does not resolve the issue then:
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Failed to Retrieve Login Configuration | Ensures correct sign-in option (SSO or one-time user) |
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Failed to Capture Screen | Screen-recording is not possible |
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Failed to Obtain Precise Time | Computer clock and global clock do not match |
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Connection quality - Failed |
Connection is not good enough |
|
Virtual Machine Environment |
Either the device is using a virtual machine or the CPU is too slow CPUs must be newer than 2011 (Intel Sandy Bridge or newer) |
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Unsupported Number of displays | When more than one display is connected |
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Proctoring errors
Proctoring check error |
Description |
Troubleshooting |
Cannot Upload Files | Failed to upload a test file due to unstable internet connection |
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Webcam Too Dark | Lighting too low, system is unable to take sufficient video/photo of the candidate |
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Device errors
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 |
|
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
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FAQs
Can I have two sessions of IEP running at the same time?
No, you are only allowed to run one session at a time.