Virtual Exam Technical Problems During Testing

If you’re experiencing a technical issue before or during your exam, try the steps below. Most issues are related to browser settings, network configuration, or camera/microphone permissions.

Before You Try Anything Else

Exam Won’t Launch

• Use a laptop or desktop — phones and tablets are not supported.
• Use the latest version of Chrome, Edge, or Firefox.
• Clear your cache and cookies, close all other browser tabs, then try again.
• Make sure your camera and microphone permissions are enabled for the site in your browser settings.
• If you see a verification code prompt, check your email (including spam). If no code arrives, try a different browser or network.

Camera or Microphone Not Detected

1. Go to your browser’s Settings > Privacy > Site Settings.
2. Find camera and microphone permissions for TheInstitutes.org.
3. Set both to Allow.
4. Close and reopen the browser, then relaunch the exam.

If the issue persists, try a different device with a built-in webcam and microphone.

Disconnected During Your Exam

Your progress is saved. Here’s what to do:

1. Reconnect to your internet.
2. Log back in to your Institutes account.
3. Go to My Courses & Exams and relaunch the exam — you’ll resume where you left off.

Exam Froze or Button Stopped Working

• Try pressing F5 or clicking your browser’s refresh button.
• If the screen is completely unresponsive, close the browser and relaunch the exam from My Courses & Exams.
• If the issue continues, contact Customer Success immediately with your name, student ID, exam name, and a description of what happened.

When to Contact Support

Contact Customer Success right away if:

• You cannot relaunch after a disconnection
• Your exam was auto-submitted before you finished
• You received an error that prevents you from starting at all
• The issue occurred on the last day of your testing window (time-sensitive)

Include: your full name, student ID, exam name, browser used, and screenshots of any error messages.