Online exam: camera, screen sharing or face verification doesn't work

An online session can ask candidates to keep their camera on (Proctor camera view), to share their screen (AI screen monitoring) or, on plans that include it, to verify their face (AI face verification). The browser must be allowed to use the camera and to share the screen.

How you recognise it

• “Your device do not have a camera, or Camera permission is NOT ALLOWED on this browser or this website!”
• “You must agree to share your screen so the proctor can monitor it. Please accept screen sharing before starting the exam.” or “You must share the Entire Screen. Please try sharing again.”
• “Please place your face in the frame...” or “We still cannot recognize you!”
• On My sessions: “Face not registered”

Fix it (candidate)

1. Use a computer with a current Chrome, Edge or Firefox. Phones and tablets cannot share the screen.
2. Allow the camera: click the lock icon in the address bar, set Camera to Allow, then reload the page.
3. Close other programs that use the camera (video calls, camera apps).
4. Windows: Settings, Privacy & security, Camera: turn on camera access, also for desktop apps. macOS: System Settings, Privacy & Security: allow the browser under Camera and under Screen Recording, then restart the browser.
5. When the browser asks what to share, choose the Entire screen tab, select the screen and click Share. A window or a tab is not accepted.
6. Face verification: if My sessions shows Update photo, register your face first. Sit facing a light, keep your whole face in the frame and follow the steps.

Fix it (proctor or organiser)

• A candidate who cannot pass face verification can be let in from the monitor console with Skip face verification.
• If candidates have no camera or are on phones, turn off the camera and screen options in the session settings before the exam.

If it still doesn't work

Report the problem with the browser and its version, the operating system and a screenshot of the message.