Virtual Testing System Help

Common Issues

Windows cannot access the specified device, path, or file.
Programs won't close on my computer.
Webcam is not working.
Time Zone error
"Could not find Chrome"
The kiosk is taking a long time to load and only displays a black console window.
I have Windows Vista/7/8 and something isn't working.
I see the message "You may now close this tab" instead of being brought to my exam.
I have a Mac, but I can't find the option to allow Chrome to share my screen.
I have a Mac and I need to disable Remote Desktop.

My proctor can't see me but I can see them.
I have an account on nationaltestingnetwork.com but I can't sign in to the kiosk.
I can't get rid of "com.copypaste.helper".
I am stuck on checking running processes, I see error: "'utf-8' codec can't decode byte..."

Issue: Windows cannot access the specified device, path, or file.

Solution: Temporarily disable your antivirus.

Issue: Programs won't close on my computer.

Solution: Try one or more of the following:

Windows:
- Try running the kiosk as an administrator and trying again.
- Look in the system tray (bottom right corner, next to the "^" symbol) and close out of everything.
- Open the Task Manager, click on "More Details", go to the "Details" tab at the top, find the process, and end it.
- If you can figure out what is creating the process but can't quit out of it, try uninstalling it.
macOS:
- Close out of everything in the taskbar in the top-right.
- Open the Activity Monitor application.
- It doesn't matter which tab at the top is selected, though it can help to make sure it's sorted by Process Name.
- Look through the list for anything that looks like the restricted application.
- Double-click on it to get more details.
- If it is the restricted application, click "Quit" at the bottom.
- Repeat as necessary.
- If that doesn't work and you can figure out what is creating the process, try uninstalling it.
NOTE:
If the program that won't close is "com.copypaste.helper", you have adware on your computer and should remove it by following these instructions.

Issue: Webcam is not working.

Solution: Try one or more of the following:

Check your settings to verify your microphone is enabled and turned up. Try toggling your microphone on and off.
You may have to manually enable your webcam and microphone in Chrome's settings menu if it doesn't ask for permission to use them upon loading the page.

Click on the 3 vertical dots in the top left of Chrome,
Select "Settings",
Select "Site Settings" under "Privacy and security" (you may have to scroll down),
Go to both Camera and Microphone and ensure the switch at the top is labelled "Ask before accessing (recommended)" and not "Blocked",
Also make sure that exam.examhq.net has not been blocked in the lists below.

Issue: Time Zone error

Solution: Let Windows 10 set your time and time zone automatically:

Go to Start,
Click Settings,
Click Time & language,
Click Date & time,
Toggle the slider button for Set time automatically.
Toggle the slider button for Set time zone automatically.

Issue: "Could not find Chrome"

Solution: Try one of the following:

Windows:

Please verify Google Chrome is installed. If it is installed, please uninstall it and reinstall it.

macOS:

Please verify Google Chrome is installed in your Applications folder specifically. If it is installed, please delete it and reinstall it.

Issue: The kiosk is taking a long time to load and only displays a black console window.

Please give it 5 minutes to start up the first time. After that it should start up more quickly.

Issue: I have Windows Vista/7/8 and something isn't working.

Old versions of Windows have been known to cause problems and we do not support them. In the case of Windows 7 and earlier, Microsoft discontinued support quite some time ago as well.
It is recommended that you either update your computer to Windows 10 or find a different computer to test on.

Issue: I see the message "You may now close this tab" instead of being brought to my exam.

Please ensure that you actually signed into the kiosk with your email and password and didn't click on the "Don't have an account?" button.

Issue: I have a Mac, but I can't find the option to allow Chrome to share my screen.

macOS 10.15 or newer:

Quit Chrome completely. Go to the Chrome menu at the top left of your screen and choose Quit Google Chrome (or press Command + Q). This is important!
Open System Settings. Click the Apple menu in the top-left corner, then choose System Settings.
Click Privacy & Security in the sidebar.
Scroll down and click on Screen Recording.
Click the padlock at the bottom left and enter your Mac's password to unlock it.
Find "Google Chrome" in the list and make sure its checkbox is ticked.
- If you don't see Chrome, click the "+" button, navigate to your Applications folder, select Google Chrome, and click Open. Then, tick its checkbox.
Also check "Local Network" access. While you're in Privacy & Security, go back to the sidebar and click Local Network. Make sure Google Chrome is checked there too. This helps with casting and finding other devices.
Restart Chrome. You'll likely see a prompt to "Quit & Reopen." Click it. If not, just close Chrome (Cmd+Q) and open it again.

Still Having Trouble?

Try ticking and unticking the box for Chrome in "Screen Recording," then restarting Chrome.
Restart your entire Mac.
Make sure Chrome is up to date. (Chrome menu > About Google Chrome).
Sometimes, Chrome won't appear in the list until you try to share your screen first. So, try starting the share, and then check these settings if it fails.

Earlier versions of macOS:

The security feature that creates that option is only present in macOS versions 10.15 or higher. You can safely proceed without worrying.

Issue: I have a Mac and I need to disable Remote Desktop.

Disable Remote Desktop using System Preferences...

On the Mac computer, choose Apple menu > System Preferences, then click Sharing.
If you see a lock icon, click it and enter the name and password of a user with administrator privileges on the computer.
Deselect the Remote Management checkbox.

Issue: My proctor can't see me, but I can see them.

Please ensure that you have kiosk version 1.4 or higher.
If you have kiosk version 1.4 or higher and your proctor still can't see you, and you have a very old mac (around 9 years old or more), then your computer may be incompatible. Please either find a different computer to test on or wait for Google to issue a patch to fix it.

Issue: I have an account on nationaltestingnetwork.com, but I can't sign in to the kiosk.

You must purchase a test before you can sign into the kiosk. Please use the "Don't have an account?" button.
If you have purchased an exam, please ensure that you're entering your username and password correctly.
If you're certain that you're entering it correctly, try temporarily changing your password to something simple just to make sure, then change it back.

Issue: I can't get rid of "com.copypaste.helper".

The program "com.copypaste.helper" is adware and should be removed from your computer.
Please follow the instructions here or here (disregard anything referring to "Combo Cleaner").

Issue: I am stuck on checking running processes, I see error: "'utf-8' codec can't decode byte..."

This is most likely due to your computer not having English set as its primary language.
Please follow the instructions here to set you computer to English on Windows.

Contact us.

If you have a problem that cannot be resolved, please contact support using this link.

Virtual Testing System Help

Common Issues

Issue: Windows cannot access the specified device, path, or file.

Issue: Programs won't close on my computer.

Windows:

macOS:

NOTE:

Issue: Webcam is not working.

Issue: Time Zone error

Issue: "Could not find Chrome"

Windows:

macOS:

Issue: The kiosk is taking a long time to load and only displays a black console window.

Issue: I have Windows Vista/7/8 and something isn't working.

Issue: I see the message "You may now close this tab" instead of being brought to my exam.

Issue: I have a Mac, but I can't find the option to allow Chrome to share my screen.

macOS 10.15 or newer:

Still Having Trouble?

Earlier versions of macOS:

Issue: I have a Mac and I need to disable Remote Desktop.

Issue: My proctor can't see me, but I can see them.

Issue: I have an account on nationaltestingnetwork.com, but I can't sign in to the kiosk.

Issue: I can't get rid of "com.copypaste.helper".

Issue: I am stuck on checking running processes, I see error: "'utf-8' codec can't decode byte..."

Contact us.