Permission Issues
Camera permission denied
Symptoms: Student cannot start quiz, camera permission dialog doesn’t appear Solutions:- Check browser camera permissions in settings
- Look for the camera icon in the browser address bar
- Reset site permissions and try again
- Ensure no other application is using the camera
- Try a different browser
Screen sharing permission denied
Symptoms: Quiz won’t start, screen share prompt doesn’t work Solutions:- When prompted, select “Entire Screen” not a specific window
- Check browser permissions for screen sharing
- On macOS, check System Preferences > Security & Privacy > Screen Recording
- Try Chrome or Firefox for best compatibility
Multiple monitor detected
Symptoms: Quiz blocked with “multiple monitors detected” message Solutions:- Disconnect external monitors
- On laptops, close external display lid
- Go to Display Settings and disable extended display
- Use “Duplicate” mode instead of “Extend” if a second monitor is needed
Storage Issues
Test connection fails
Symptoms: Cannot save Proctor Settings, “connection failed” error Solutions:- Verify Access Key and Secret Key are correct
- Check bucket name exists and is accessible
- For Cloudflare R2, ensure Endpoint URL is set
- Verify the credentials have read/write permissions
- Check for typos in the configuration
Snapshots not uploading
Symptoms: Snapshots show “Failed” status, missing captures Solutions:- Check storage configuration in Proctor Settings
- Verify internet connectivity
- Check browser console for error messages
- Ensure bucket has sufficient space
- Verify CORS is configured on the bucket
Presigned URL errors
Symptoms: “Failed to get upload URL” errors Solutions:- Re-test storage connection in Proctor Settings
- Check that credentials haven’t expired
- Verify bucket policy allows presigned URL generation
- Check server logs for detailed error messages
Quiz Issues
Proctoring not activating
Symptoms: Quiz starts without proctoring, no permission dialog Solutions:- Verify proctoring is enabled on the specific quiz
- Check that proctoring is globally enabled in Proctor Settings
- Ensure the proctoring patches are installed
- Clear browser cache and try again
Quiz terminated unexpectedly
Symptoms: Student kicked out of quiz mid-session Possible causes:- Anomaly action set to “Terminate Quiz”
- Max warnings exceeded
- Browser crash or tab close
- Network disconnection
- Check the submission for termination reason
- Review anomaly log for what triggered termination
- Decide if student should be allowed to retake
Fullscreen keeps exiting
Symptoms: Student repeatedly prompted to return to fullscreen Solutions:- Don’t press Escape during the quiz
- Keep mouse within the browser window
- Avoid accidentally pressing F11
- Check for popup notifications causing focus loss
Face Detection Issues
False positives - “No face detected”
Symptoms: Anomaly triggered when face is visible Solutions:- Improve lighting - face should be well-lit
- Adjust camera angle - face should be centered
- Increase “No Face Threshold” in settings
- Remove items blocking the face (hats, masks)
- Clean the camera lens
False positives - “Multiple faces”
Symptoms: Anomaly triggered when alone Solutions:- Check for posters/photos with faces in background
- Remove reflections showing additional faces
- Increase “Multiple Face Threshold” in settings
- Ensure adequate distance from camera
Face detection not working
Symptoms: No face-related anomalies ever triggered Solutions:- Verify face detection is enabled in Proctor Settings
- Check that webcam capture is enabled
- Ensure the face detection model is loading (check browser console)
- Try a different browser
Video Recording Issues
Recording not starting
Symptoms: No video available after quiz submission Solutions:- Verify video recording is enabled in Proctor Settings
- Check storage has sufficient space
- Ensure screen sharing permission was granted
- Check browser console for MediaRecorder errors
Chunks failing to upload
Symptoms: Recording shows incomplete, missing chunks Solutions:- Check internet connection stability
- Reduce chunk duration for unstable connections
- Verify storage configuration
- Check for browser errors during upload
Video playback issues
Symptoms: Cannot play back recorded video Solutions:- Wait for all chunks to finish uploading
- Check that recording status shows “Complete”
- Try a different browser for playback
- Verify presigned URLs are generating correctly
Safe Exam Browser Issues
SEB configuration won’t download
Symptoms: Clicking “Open in SEB” does nothing Solutions:- Check browser popup blockers
- Try right-click and “Save As”
- Verify SEB is enabled in Proctor Settings
- Check browser console for errors
SEB won’t open the configuration
Symptoms: Downloaded .seb file doesn’t launch SEB Solutions:- Verify SEB is installed
- Check .seb file association in system settings
- Try opening SEB first, then loading the config
- Reinstall SEB
Quiz doesn’t load in SEB
Symptoms: SEB opens but quiz page is blank or errors Solutions:- Check that quiz URL is accessible
- Verify SSL certificate is valid
- Check SEB version compatibility
- Try regenerating the SEB config
Browser Compatibility
Recommended browsers
If issues persist
- Update browser to latest version
- Clear browser cache and cookies
- Disable browser extensions
- Try incognito/private mode
- Try a different browser
Getting Support
If you cannot resolve an issue:For Instructors
- Check Proctor Settings configuration
- Review server error logs
- Note the exact error message and steps to reproduce
- Contact your system administrator
For Students
- Note the error message
- Take a screenshot if possible
- Contact your instructor with details
- Include: browser version, operating system, time of issue