Candidates - Troubleshooting

System check error

Description

Troubleshooting

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

• A proxy server could be blocking traffic to Inspera. We suggest changing networks.

• Ensure the correct permissions have been granted in system preferences for screen recording.
• If permissions are already enabled, try removing and re-adding.

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.

• Allow access through the firewall: NTP is on port 123 and TCP & UDP.
• Sync device clock with a new server. Inspera uses Google's NTP server: time.google.com
• Version 1.13.42 does not block the candidate from taking the test if this stage fails.

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.

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)

• Inspera does not run when using virtual machines such as Linux.
• If not running in a virtual machine, our recommendation is to click Retry.
• If your CPU is too slow, the best option will be to try IEP on another computer.

• Disconnect your secondary monitor and click Retry.
• For Open IEP tests, you can re-connect the monitor after the system checks if desired.

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

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