Virtual Testing System Help

Common Issues

Solution: Temporarily disable your antivirus.

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.

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.

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

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.

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

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.

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.

macOS 10.15 or later: Proceed to the next page of the system test and click on "Test Screen Sharing". The option should appear after that.
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.

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.

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.

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.

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").

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.

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