An error occurred or the extension is stuck/not loading

**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.

When this happens, there is most likely an issue with your configuration. Before doing anything else, quit out of the browser fully by going to Chrome -> Quit Google Chrome:

After this step, you will need to verify a few other items to make sure you are ready to use the EduSynch E-Proctoring tool.

Please follow these steps:

Make sure your browser is fully updated. (note: we recommend using Google Chrome for best performance across all EduSynch products).
Chrome users can check here: https://www.google.com/chrome/update/
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. Refresh your exam page or restart your browser fully.
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

If you are still seeing an error, it may be an issue with the first step of the E-Proctoring process, which is to take a photo of yourself. This would mean an issue with your camera.

Please try these steps to fix the issue:

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

First, open System Preferences
Click on Security and Privacy:
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.
Click on each item, and make sure that Chrome is enabled:

If you've completed all of these steps, you can fully verify all of these items using the EduSynch Equipment Check: https://edusynch.com/equipment-check

If you alter any settings, make sure to quit out of Google Chrome fully and reopen it.

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