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E-Proctoring Chrome Extension - General Troubleshooting

K
Written by Katherine
Updated over 11 months ago

NOTE: YOU MUST BE USING A DESKTOP OR LAPTOP COMPUTER TO USE THE EDUSYNCH E-PROCTORING EXTENSION

Please note: Please restart your computer before continuing, as this may fix your issue.

If restarting your computer does not fix your issue, please continue reading.

If you alter any settings, make sure to quit out of Google Chrome fully and reopen it before proceeding to your real exam.

In order to test your equipment, please visit: https://edusynch.com/equipment-check

If you continue to have issues during the equipment check, please follow the instructions below:

  1. Make sure your browser is fully updated: https://www.google.com/chrome/update/
    (note: we recommend using Google Chrome for best performance across all EduSynch products)
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  2. Verify that Google Chrome has access to your Camera and Microphone.

    1. Navigate to chrome://settings/content/camera

    2. Under "Block", look for any EduSynch websites. Click on the trashcan icons next to the websites that contain the word "EduSynch" to remove this block.

    3. Quit out of Google Chrome fully. Log back in to take your exam.
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  3. Verify that you have the most recent version of the EduSynch E-Proctoring tool.

    1. Visit the Chrome Store here: EduSynch E-Proctoring

    2. Click "Remove from Chrome" if you have the tool already installed

    3. Click "Add to Chrome" to reinstall
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  4. Make sure the EduSynch E-Proctoring tool has been given permissions to work in Incognito Mode.

    1. After installing the extension in Google Chrome,, click on the puzzle piece icon on the top right corner of your Google Chrome browser and click on Manage Extensions

    2. Look for the EduSynch E-Proctoring extension and click on Details

    3. Look for the option "Allow in incognito" and make sure the toggle is turned on.
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      Click here for a full walkthrough as to how to set this up on Google Chrome:
      ​Setup EduSynch E-Proctoring to work in Incognito Mode

If you are still seeing an error, you will need to adjust the permissions of your computer itself.
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Please follow these steps:
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Windows Computers

    1. Please click the Windows button, which should be located at the bottom left corner of your screen.

    2. Type "microphone settings" in the search bar and select that setting; it should appear as one of the very first results.

    3. At the very top of the new settings window that has just appeared there should be a toggle switch. Make sure the toggle switch is set to the "ON" position. It will look something like this:

    4. After doing this, please do the same for "camera privacy settings" / "webcam privacy settings".

Apple Computers

  1. First, open System Preferences

  2. Click on Security and Privacy:

  3. You will need to enable Chrome for Microphone, Camera, and Screen Recording. Look for each item make sure that Google Chrome is checked so that it has permission.

  4. Click on each item, and make sure that Chrome is enabled:

If you've completed all of these steps, you can fully verify that your machine is configured properly by using the EduSynch Equipment Check: https://edusynch.com/equipment-check

If problems persist, please email us at contact@edusynch.com

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