When learners cannot resolve an issue on their own, proctors and support agents can use the platform tool and external resources to better understand the situation and assist effectively. 

Viewing in the Proctor Dashboard 

This feature allows viewing the learner’s webcam feed and desktop screen only when the learner’s session status is “Online now (Open)”, which indicates the System Check has been successfully completed. The actual System Check process is not visible.

Viewing the learner’s screen helps identify real-time issues, such as streaming interruptions, which often indicate network problems. This makes Viewing a valuable tool for diagnosing technical difficulties during the exam.

Read more about this feature in the guide: Viewing live learner sessions 

External Diagnostic Tools 

Depending on the issue reported by the learner, these diagnostic tools help verify that the webcam and microphone are functioning properly, check network connectivity, and identify blocked ports. All these tools are listed and described in the article.

Read more here: External tools to diagnose camera, mic, and connection issues