Webcam - Troubleshooting

Here you can find help on some of the issues you might experience while using a webcam during an exam. 

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 computer's privacy setting for the webcam is not blocking access to the webcam (see below "Webcam Light is on but no Webcam Image is Shown on Screen" for MacOS and Windows 10 Privacy settings).

Webcam Used by Another Program

If you are unable to take an image during the facial recognition process and you are only presented with a black screen or the logo of a program (e.g. "Imaging Edge Webcam" or "Open Broadcaster Software (OBS)", etc.), it indicates that your webcam is currently used by another program. One of the following should resolve the issue: try to switch to "Integrated Camera" (1) or close the lockdown browser (2) and close all applications that are using your webcam.

Webcam_Facial_recognition.png

Webcam Light is on but no Webcam Image is Shown 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.

All browsers need permission to use the webcam before it is capable of accessing it properly. Adjusting the webcam privacy settings is done differently on MacOS and Windows.

Windows 10 Mac OS

Start by going into your Settings and find the settings for your camera.

Windows_camera_access_for_device.png

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.

Windows_allow_apps_access.png

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 lockdown browser when you have given it permission.

Outdated Drivers / Disabled Camera
Sometimes, outdated camera drivers can cause the browser 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.

Update_driver.png

If your webcam has been disabled, you will have the option to Enable device in the right-click menu. 

Stuck Uploading Image

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 proceed 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. Alternatively, VPN on your device, may be preventing the browser from communicating properly with WISEflow. Try turning these off and re-enter the exam to see if the image can be uploaded.

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) you will be getting black images taken every time.

You can deactivate this setting by entering the Control panel and choose Hardware and Sound.

Hardware_and_Sound.png

After you have entered the Hardware and Sound page, look under Power Options and choose Edit power plan.

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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.

On_battery_enabled.png

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.

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