Providing the 1st line of support: System check

The system has detected that you speak too quietly, or the microphone is either muted or the volume levels are set too low.

[If it is not clear what OS the user has] Choose your operating system Windows / macOS and follow the step-by-step instructions provided. The guide includes screenshots, making it easy to follow along with the steps.

[If it is Windows] Follow step-by-step instruction provided in this article.

[If it is macOS] Follow step-by-step instruction provided in this article.

The system has detected that the microphone or camera is not connected, or access to he microphone is disabled on the computer or browser. Follow the step-by-step instructions provided in this article.

After each step, make sure to check if the issue has been resolved. If not, proceed to the next step.

Failure "Image from the webcam"

The expected image data from the webcam is not being successfully recognized or received by the system due to various reasons such as connectivity issues, driver problems, or hardware malfunctions. Follow the step-by-step instructions provided in this article.

After each step, make sure to check if the issue has been resolved. If not, proceed to the next step.

The webcam image is being intercepted or accessed by other programs running on your computer, preventing it from being detected during the system check.

Follow the step-by-step instructions provided in this article.

After performing these steps, attempt to run the system check again to determine if the webcam is now providing a proper image.

The system has detected that the internet speed is less than the required 1 Mbps, which is the minimum speed needed for taking the exam.

Ask the user to measure their internet speed using the online resource https://www.speedtest.net/.

It is important that both the download and upload speeds are sufficient.

If the speed is low, follow the recommendations below.

1. Restart your Wi-Fi router to refresh the connection and potentially improve the speed.
   
   
2. Consider using a wired internet connection instead of Wi-Fi. Wired connections generally provide more stability and faster speeds compared to wireless connections.
   
   
3. Disconnect other devices that might be using the same network. Other devices consuming bandwidth can affect the available speed for the exam.
   
   
4. Close any applications or programs that might be utilizing your internet connection, except for the browser running the exam. Background applications can consume bandwidth and impact the connection speed.
   
   
5. Temporarily disable any Virtual Private Network (VPN) if you are using one. VPNs can sometimes slow down the internet speed, so disabling it during the exam might help improve the connection.
   
   

6. If possible, switch to a different internet connection. For example, you can enable the access point mode on your smartphone and connect your computer to it. This can provide an alternative network with potentially better speed.

1. Check that your computer meets the minimum technical requirements specified for the exam. Ensure that your hardware, operating system, and browser version are compatible.
   
   
2. Restart your computer. This can help refresh the system and resolve any temporary glitches or conflicts that might be affecting the upload process.
   
   
3. Close any other browser tabs and applications that could potentially access your webcam or screen recording functionality, except for the browser running the exam. These applications can interfere with the broadcast and cause issues with uploading files.
   
   
4. Temporarily disable firewalls and antivirus software on your computer. Sometimes, these security measures can restrict the necessary access and interfere with the upload process. Remember to enable them again after completing the exam.
   
   
5. If you are taking the exam in a classroom or training room environment, consult with your system administrator to determine if certain network security policies are blocking specific ports required for the webcam and screen sharing functionality. Adjustments may need to be made to allow the necessary access.
   
   
6. Try using a different internet connection or a different computer. This can help identify if the issue is specific to your current setup or network environment. Switching to an alternative connection or device may provide a workaround. For example, you can enable the access point mode on your smartphone and connect your computer to it.

If the Share button in the "Choose what to share" window is inactive, follow the steps below:

1. click on the desktop image in the Entire Screen tab to highlight it with blue frame
2. click Share

If you are using macOS 10.15 Catalina or newer, you need to give your browser additional screen recording permission in the system settings.