Providing the 1st line of support: Technical errors troubleshooting

• Google Chrome: go to chrome://settings/cookies and select "Show all cookies".
• Microsoft Edge: go to edge://settings/content and select "Allow sites to save and read cookie data".

A learner cannot pass the webRTC test due to udp or tcp blocking

Your TCP/UDP traffic is being blocked.

Errors may also occur if the Internet connection is very poor and unstable, and may have been interrupted at some point during the test.

1. Temporarily disable the system firewall during the test to allow unrestricted traffic.
   • How to turn off build-in OS Firewall
2. Disable antivirus software or firewall settings on the computer or router for the test duration. These security measures may be blocking the required TCP/UDP traffic.
3. Reach out to the Internet service provider and request unblocking the following ports:

1. • TCP: 443 (HTTPS), 3478 (STUN/TURN)
   • UDP: 3478 (STUN/TURN), 49152 - 65535 (WebRTC media)
   If unblocking the ports is not feasible or the issue persists, consider using an alternative Internet connection that allows unrestricted TCP/UDP traffic.

There are a few possible reasons for this issue:

• Attempting to enter the exam before the designated time. 
• The proctor has not yet granted permission to start the exam.

You must be granted access by the proctor to begin the exam. 

Verify the date and time of the exam first. If the date and time are correct, wait a few minutes and refresh the page. The proctor should join shortly.

Pay attention to what browser the student is using

The message "Please use a different browser" may occurs in Safari browser, which is not supported by Constructor Proctor. 

Use the latest version of Google Chrome or Microsoft Edge to take the exam.

The error message appeared: "This program can only be launched from a link in browser. Close the program"

Constructor Proctor app (Secure Browser) can only be launched from a link in browser.

1. Close Constructor Proctor app (Secure Browser) by clicking Menu > Exit:
2. Follow the link received from the test organiser.
3. In the browser popup, click Open to open Constructor Proctor.
4.  Follow steps in the app to start the exam.

The detailed instruction on how to take the exam using the proctoring system is provided below.

• Learner Guides

The error message "Someone logged in from another device or browser. Error 401 Unauthorized" appeared:

This error may occur if there is another attempt to enter the same exam from a different device. This could be another computer, laptop, an alternative browser on the same device, or possibly a mobile device if allowed by the exam organizers.

1. Log out of the proctoring system from all devices on which you may be authorised.
2. Clear the browser history on the device you are going to use for the test.
3. Re-enter the test from the desired device to ensure successful login.
   • How to сlear сache and cookies

Use the link to update your browser version:

• Google Chrome: chrome://help/
• Microsoft Edge: edge://settings/help

• Refresh the page by pressing F5 (Windows) or Cmd+R (MacOS). Note that your answers might not be saved after the page is reloaded.
• Click Wait and see if the page unfreezes over time (can take up to several minutes);
• Check your Internet connection speed on www.speedtest.net. The minimal required connection speed is 1 Mbps.

It may take some time for the proctor to verify your identity. However, if you wait 5 minutes or more after submitting your photo, reload your browser.

Please note that sometimes the proctor will ask you in the chat room to redo the photo of your ID - do so, otherwise you will not be allowed to take the test.

Also make sure that your connection speed is above 1 Mbps: https://www.speedtest.net/

1. Click the three dots at the top-right of Google Chrome.
2. Move your cursor to More Tools, and then click Clear browsing data.
3. Go to the Advanced tab and select All time from the drop-down menu.
4. Check the Browsing history, Download history, Cookies and other site data, and Cached images and files.
5. Next, click the Clear data button to apply this change.

After that restart your browser and follow the exam link again.

Note the Internet status in the taskbar in the user screenshot.

If the device has been disconnected from the network, reconnect it. 

Otherwise, follow these recommendations:

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. 
3. Disconnect other devices that might be using the same network. 
4. Close any applications or programs that might be utilizing your internet connection, except for the browser running the exam. 
5. Temporarily disable any Virtual Private Network (VPN) if you are using one. 
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.

After implementing these recommendations, restart your browser: in a new tab enter the address chrome://restart or edge://restart, and press Enter. Then go into your test again.

The error message "Still shot instead of cam" appeared:

This error means that your webcam has not been detected be the system.

• If it's an external camera, make sure it is connected to your computer or connect it to a different USB port.
  Check the physical connection of the webcam to ensure it is securely plugged into your computer. If it is already connected, try connecting it to a different USB port to rule out any issues with the specific port.
• Update or reinstall the camera driver.
  Note: updating or reinstalling the camera driver is not always necessary for every webcam issue. However, it is a recommended step to consider when troubleshooting webcam problems, as it can often resolve driver-related issues and restore proper functionality.

The error message "Browser window is not expanded to full screens" appeared:

Expand your browser window to full screen:

1. Locate the maximize button on the top-right corner of the window. It looks like a square icon.
2. Click the maximize button, and the window will expand to fill the entire screen: