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Proctorio - Pre-check camera verification failure

Troubleshoot camera errors that occur after a Proctorio pre-check.

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This article provides guidance on how to resolve the issues with the camera both pre-check and webcam.

Note: Proctorio’s Record Video feature will not work if webcam is already in use when a proctored assignment is trying to be accessed. (For example. If students are using their video in a Zoom session, this would cause their Proctorio pre-check to fail.)

1. Verify camera has access to browser.
 
Steps for allowing Google Chrome to use camera: 
  • Go to the three dots in the upper left corner of the address bar and set the webcam on "Allow"? 
  • Click   > Settings > Security and Privacy > Site settings > Permissions > Camera Allow
  • Verify that https://getproctorio.com is located in the "Allowed to use your camera" section

 
If the issue persists even after the access is allowed:
Note: If you cannot see yourself in the camera test window follow the steps below: 

2. Verify camera is working 
  • Open your camera app and check if you can see yourself (if you can we advice restarting your computer: if not  try the steps below)
  • Are you using a built-in or an external webcam?
    • External - Unplug it and plug it back in or try to another USB port. Try the on/off button or keyboard.
Windows
  • Open the Start menu and type Device Manager, then click Device Manager in the search list. 
  • Check that your webcam is listed under Imaging devices or Sound, video, and game controllers if you are using a Windows 10 tablet. 
    • If the device is not listed under either section, find the "views" menu in the top bar and select "show hidden devices".
    •  If the webcam still does not appear, make sure it is connected properly to the computer.
  •  If the webcam is listed in the Imaging devices or Sound, video, and game controllers, right-click on it and look for an option called "Enable". 
    • If "Enable" is there, then the device was previously disabled. Enabling the device should allow you to pass the webcam test; you may have to restart Chrome or Windows before returning to the exam page and pressing the "Re-test" button. 
  • If the camera is listed and enabled but there is an exclamation point next to the device, you may need to reinstall the drivers for your webcam.
    • Updating the driver is a good option even if you see your device and there is no exclamation point. To update, right-click on the device name and select "Update Driver Software...." Windows will automatically search for the driver for your device.
macOS
  • Go to your System Preferences menu (the gears icon).
  • Select "Accounts" or "Users & Groups"
    • Make sure to select your account then click the "Login Items" tab.
    • From here you can click a program to highlight it, then select the "-" symbol below to disable it from starting at startup. Do this with any program that could use your webcam at startups, such as Facetime, or Skype. 
  • Now you may restart your computer and try again. 
  • If the webcam still isn't working, please follow Apple's instructions to reset the SMC. Once complete, try to take the exam again.
  • If Chrome still can't detect your webcam it may need to be repaired or try to get an external camera. 
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