Remote Invigilation
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      Troubleshooting for Remote Invigilation

      These are key checkpoints to make sure candidates are ready for their remote invigilated exam.

      Supported operating systems :  

      Mac  Microsoft Windows 

      OS X Mavericks 10.9 or later

      Windows 7 – not available if using Kiosk 

      Windows 8 

      Windows 10 


      Browsers allowed:       

      Mac  Windows 

      Chrome* 

      Chrome * 
        Edge

      *If an exam contains text based questions, then you must use the most recent version of chrome.


      System settings:       

      Mac   Windows (camera and microphone)  

      Screen-share 

      1) System preferences  
      2) Security and privacy 
      3) Privacy 
      4) Screen recording (Select the checkbox next to chrome, ensure the browser window is maximised) 

       

      Screen Recording 

      1) System preferences 

       2) Security and privacy  

      3) Privacy  

      4) Screen recording (Select the checkbox next to chrome, ensure the browser window is maximised) 

      		 1) Settings  
      2) Privacy  
      3) Camera (click allow) – ensure they have clicked allow on both ‘Allow apps to access your camera’ and ‘Allow desktop apps to access your camera’, they may need to scroll down the page 
      4) Privacy  
      5) Microphone (click allow) – ensure they have clicked allow on both ‘Allow apps to access your microphone. and ‘Allow desktop apps to access your microphone’, they may need to scroll down the page 

       

      Browser settings:  

      Mac (camera and microphone)  Windows (camera and microphone) 
      1. At the top right of Chrome, click More. Settings.
      2. Click Privacy and security Site settings.
      3. Camera or Microphone.
      4. Select the option that you want as your default setting. 
      5. Review your blocked and allowed sites, make sure Rogo is allowed  
      1. Settings 
      2. Privacy and security
      3. Site settings
      4. Permissions 
      5. Camera: Change default behaviour to ‘sites can ask to use your camera’ 
      6. Microphone: Change default behaviour to 'sites can ask to use your microphone’  

       

      What is the problem? 

      1) Can’t get link to work?  

      • Check pre-requisites listed above first. 
      • Check there are no active VPN’s on their device.  
      • Try a different browser. 
      • Ensure they disconnect all other devices connected to their network.  
      • If a server error is received, please perform a hard refresh: (Windows: Ctrl+Shift+R or Ctrl+F5) (Mac: Command+Shift+R) 

      Clear cache:  

      1. Open Chrome. 
      2. At the top right, click More. 
      3. Click More tools. Clear browsing data. 
      4. At the top, choose a time range. To delete everything, select All time. 
      5. Next to "Cookies and other site data" and "Cached images and files," check the boxes. 
      6. Click Clear data. 

      2) Unable to scan QR code/Problem with mobile feed? 

      • Only scan QR code with stock pre-installed camera app.  
      • If the feed is a blank screen – click the link on the phone to see if it connects to the camera 

      Browsers we support:  

      IOS Android
      Safari Chrome/Firefox


      Copy and paste the link into one of the above browsers. 

      • While setting up mobile, if the following is displayed: 'An error has occurred. The request is not allowed by the user agent or the platform in the current context, possible because the user denied permission', please ensure Chrome browser on the phone is allowed access to the camera. 

      Please find instructions on how to do this here: 

      • Docking Stations – Please DO NOT use a docking station, as the screen share will not work properly. 
      • If the mobile feed still does not work – Examiner/Exam body need to decide if they are happy for the student to proceed without the mobile feed. 

       

      3) Screenshare not working? 
       

      • Check pre-requisites listed above first. 
      • Is a work laptop being used? 
      • Check there are no active VPNs on the device. 
      • Close all browsers and start again.  
      • If share button is inactive, make sure to click on the image of the screen the user wishes to share. 
        Graphical user interface, application Description automatically generated
      • User should only have one instance of Rogo running.  
      • Make sure to share the entire screen and not only the application window or specific Chrome Tab. 
         
         

      4) Webcam not working? 
       

      • Check pre-requisites listed above first. 
      • Is a work laptop being used? 
      • Check there are no active VPNs on the device. 
      • Ensure the browser is not blocking access to the camera.  
      • Close all other applications that might be using the camera.   
      • If unable to get webcam working, is the examiner/exam body happy for ID to be shared via email? 
      • If the share button isn’t active, make sure to click on the image of the intended screen to share. Select the ‘Share’ button. 
      • Please check the keyboard camera control has not been toggled off.  
      • Conduct a camera test on this site: https://webcamtests.com/ 



      • Are they  using a work laptop? (We advise against using work devices, as security protocols may restrict functionality or hinder the performance of Rogo.)

      If all troubleshooting routes have been exhausted, please go on the following website which may highlight any compatibility issues: https://networktest.twilio.com/