Here you can find help for some of the issues you might experience while using a webcam during an exam.
- External webcam not showing up
- White screen when trying to use webcam to take a photo for facial recognition
- Webcam light is on, but no webcam image is shown on screen
- Outdated drivers / Disabled camera
- Stuck uploading image
- Webcam privacy settings: MacOS
- Webcam privacy settings: Windows 10
- USB Selective Suspend setting: Windows 10
External webcam not showing up
If an external USB webcam does not show up in the list of webcams to use in the browser, it is because the browser could not find it. The external USB webcam needs to be plugged in and the latest drivers installed and ready to use, before you start the browser.
White screen when trying to use webcam to take a photo for facial recognition
This is due to the browser being unable to detect your webcam or the browser having inadequate permissions to access to your webcam.
Make sure your webcam drivers are up to date and that the webcam is functional before opening the browser. You may also want to make sure the computers privacy setting for the webcam is not blocking access to the webcam and you can find guides for that at the end of this article.
Webcam light is on, but no webcam image is showing on screen
This happens when the browser is capable of seeing that there is a webcam to use, but the browser does not have permission to gain access to the webcam. Some devices have extra security measures to avoid applications to abuse access to various equipment on a device, such as webcams and microphones.
Outdated drivers / Disabled camera
Sometimes outdated camera drivers can cause the browsers issues when finding the webcam. It is important to make sure that you have updated your camera drivers before the exam. For Windows go to your device manager and find your webcam under "Camera"/"Imaging devices", and right click the device. Here you should get the option to update the drivers, in which updated drivers will be requested. Make sure you have an internet connection when doing so.
If your webcam has been disabled, you will also here in this right-click menu have the option to "Enable device". This will enable your webcam on your computer if it has been disabled in the past.
Stuck uploading the image in facial recognition
If the image taken during the facial recognition step gets stuck while uploading, it is most likely due to you losing your internet connection during the upload. The process will stop and the image cannot be saved even if you regain your internet afterwards. In order get unstuck and get into the exam you will have to leave the exam and restart it again.
Your image might also get stuck uploading if you have a very strict firewall/anti-virus system that disallows the upload and blocks it. Or a VPN on your device, that is preventing the browser from communicating properly with WISEflow. Try turning these off and reenter the exam to see if the image can be uploaded now without being stuck.
Webcam privacy settings: MacOS
First open up your settings/System preferences, and when opened, go to the "Security & Privacy" panel.
After entering "Security & Privacy", choose the "Privacy" Panel at the top. This should display a list of various applications or equipment installed on your Mac on the left side. Find the camera in this list and click on it.
After clicking it should give you a list of applications that have permission to access the camera. Make sure that the "Lockdown Browser OEM" is ticked on, so it has permission.
Webcam privacy settings: Windows 10
Start by going into your Settings and find the settings for your camera.
After finding the Camera settings, the menu should look like the above picture. Under "Allow access to the camera on this device", make sure that you have a text saying "Camera access for this device is on". If it does not, then you can press the "Change" button to turn it on. Besides this, there is the section underneath "Allow apps to access your camera", make sure that this is turned on as well.
After allowing these options, scroll down further on the page and look at the section "Allow desktop apps to access your camera". This setting needs to be turned on as well, and you should see an app-icon for a "Lockdown Browser OEM", which is the FLOWlock browser when you have given it permission.
USB Selective Suspend setting: Windows 10
The advanced power saving setting "USB Selective Suspend" seems to deactivate unused USB ports to minimise power usage on a device.
This can potentially affect the use of webcam during an exam as the service is not actively using the webcam for more than a quick picture. If the power management system deactivates the webcam (both internal or external) we will be getting black images taken every time.
You can deactivate this setting by entering the Control panel and choose "Hardware and Sound".
After you have entered the Hardware and Sound page look under "Power Options" and choose "Edit power plan".
When you have entered the power plan you must choose "Change advanced power settings". This will open a pop-up window with advanced settings. Scroll down and open the row called "USB settings". Further open the "USB selective suspend setting" and change the setting under "On battery" to be disabled. Press "Apply" and "OK".
Your camera should now be available during the exam and not return black images.
Note: A restart/reboot of the device might be necessary for certain setting changes to take effect. If you do still have issues with the camera in the browser, make sure you restart/reboot and the changes should have been applied.