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[CHECK-IN] SELF-HELP

Eduard Ramos
Updated

 

 

1. What should I do if my microphone is not detected?

  • If ever you encounter issues regarding the microphone not being detected, try the following steps:
    • Verify that your microphone is plugged in (if external) and turned on.
    • Close all programs using the microphone.
    • Turn off your microphone’s AutoStart settings.
    • Reboot your computer.

2. What should I do if I am unable to share my camera and/or my camera is not sharing?

  • Navigate to your camera privacy control panel and make sure that other programs using your camera are turned off. For example, even if you are not on a Zoom meeting, the software may still run the camera in the background.
  • Turn off your camera’s auto-start settings.
  • Reboot your computer.
  • Relaunch the PSI Secure browser.
  • Additional trouble-shooting steps:
    • For MAC OS: 1.
      • On your Mac PC, choose Apple menu > System Preferences, click Security & Privacy, then click Privacy.
      • Select Camera, then Select the checkbox next to an app to allow it to access your camera.
      • Deselect the checkbox to turn off access for that app. If you turn off access for an app, you will be asked to turn it on again the next time that app tries to use your camera
    • For Windows OS:
      • Check for a 3rd party camera application running. If it is running on the background, make sure to close it.
      • Make sure you have allowed apps to use your camera, you can check this by going to Camera Privacy Settings. From that list, make sure it is on. If it is off, please slide the button to the right to allow.
      • Additionally, allow Win32WebViewHost in Camera Privacy Settings.

3.  What should I do if I’m experiencing camera setup/detection issues?

  • For Windows OS:
    • Run https://video-diagnostics.twilio.com/- Check camera and microphone functionality through: https://www.webcamtests.com/ https://www.onlinemictest.com/
    • Check the default camera to see if camera is working.
    • Check the camera detected by Google Chrome and Device Manager. Uninstall other cameras detected.
    • Restart the computer. If still not working, try creating a new user account or a different device.
  • For MAC OS:
    • Open Terminal
    • Enter sudo code: sudo killall VDCAssistant
    • Enter the administrator password.
    • Enter sudo code: sudo killall AppleCameraAssistant
    • Close Terminal and check default camera application if working (PhotoBooth/FaceTime)
    • Relaunch PSI Browser

4.  What should I do if I don’t have a microphone?

    • Most computers have a microphone built in.
    • A microphone is a required piece of equipment for your test.
    • You will need to obtain one or use a different compatible device with a microphone.

5.   What should I do if I don’t have a web camera?

  • Some computers have a web camera built in.
    • A web camera is a required piece of equipment for your test, so you will need to obtain one or use a different compatible device with a web camera.

6. How do I stop the PSI Secure Browser from trying to use the rear camera on my Surface Pro?

  • You will need to turn off the rear camera of the device. To do so:
    • Open the control panel
    • Select Device Manager
    • Click “Imaging Devices” to expand the camera options.
    • Search and locate the “Rear” camera.
    • Right-click the rear camera device and click “Disable”
  • Upon completion of your test, follow steps 1-5 to locate the rear camera; and then click “Enable”.

7.   What should I do if my web camera quality is poor or blurry?

  • Please try to perform the following steps if you are experiencing low camera quality or blurry output:
    • Clean the lens with a soft cloth or compressed air.
    • Adjust the manual focus ring on your web camera, if applicable.
    • Adjust the distance between you and the camera.
    • Adjust the lighting so that it is directly on you.
  • If these changes do not fix the issue, you may need to use a device with a better-quality web camera or an external camera.

8.  What should I do if my camera appears to be sharing, but the image is not visible (black screen)?

  • If there are no outputs from the camera when you try to access your exam, kindly follow the following steps to try and resolve the issue:
    • Navigate to your camera privacy control panel and make sure other programs that use your camera are turned off. For example, even if you are no longer on a Zoom meeting, the software may still have your camera in use.
    • Turn off your camera’s auto-start settings.
    • Reboot your computer.
    • Relaunch the PSI Secure Browser.

9.  What should I do if the Security Check indicates I have multiple monitors, but I have already disconnected all but one?

  • If you are getting a warning message that multiple monitors are detected, please try to perform the following:
    • Close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.
    • Reboot your computer and relaunch the PSI Secure Browser.

10.   What should I do if the Security Check indicates I have applications running on my computer, but I don’t have anything open?

  • Some software, such as HyperV, will remain running in the background, even if it is closed and does not appear in the task manager. If the system check indicates a program is running, but you believe it is not, ensure it is not a background process or a service running. Reboot your computer and relaunch the PSI Secure Browser. Please make sure you are using a personal computer with full admin rights.
    • WINDOWS
      • Manually close Prohibited applications. Turn off Background Apps.
      • Go to Task Manager select the prohibited program and click "End Task"
    • macOS
      • Click the Apple logo from the top left corner of the screen. From the drop-down, select "Force Quit".
      • Select the prohibited application and click Force Quit.

11.  How do I close a prohibited application?

  • Please make sure you have full access and rights to close all applications on your computer. We recommend using a personal computer.
    • For MAC OS:
      • Refer to the PSI Bridge offered Friendly and Process name on the Security Check
      • Click the apple logo top left corner of the screen. From drop down select "Force Quit"
      • Select the prohibited application and click force quit
    • For Windows OS:
      • Refer to the PSI Bridge offered Friendly and Process name on the Security Check
      • Manually close the Prohibited application. Turn off Background Apps
      • Go to Task Manager select the prohibited application (find either the friendly or process name) and click "End Task"

12.   What should I do if I keep failing the Security Check?

  • PSI’s Secure Browser will list the running applications that are required to be closed out.
  • Simply close out those applications so you can pass the compatibility/security check process. If you are not an admin on your PC, try running the exam on an admin profile so you can immediately terminate some background processes.
  • If this does not work, please try another personal machine. We do NOT recommend using corporate and enterprise machines. Please use a personal machine.

13.  Must I agree to the Privacy Agreement and Terms and Conditions?

  • For you to proceed with the test, you must accept our Privacy Agreement and Terms and Conditions.
  • You may decline but you will not be able to take your test.

14.   How do I take a successful Selfie Capture?

  • We require the following:
    • Positioning your face in the center of the frame
    • Make sure to hold still to avoid blurriness
    • Backgrounds that are (mostly) free of clutter
    • Good lighting
  • Please make sure the image is clear prior to clicking the blue camera button.
  • Click the retry button to try again, if necessary.

15.   How do I take a successful Photo ID Capture?

  • We require the following:
    • Identification cards must be current, non-expired, and government issued
    • Military IDs are not accepted
    • Position the front of your identification card in the center of the frame so that all corners are visible
    • The image should be clear with the text readable
    • Make sure to hold still to avoid blurriness
    • Good lighting
  • Please make sure the image is clear prior to clicking the blue camera button
  • Click the retry button to try again, if necessary

16.  Why aren’t my artifacts (ID, room scan, and selfie) uploading?

  • If the check-in artifacts are not uploading properly, please try to follow the following steps:
    • Make sure to click on submit/continue.
    • Verify that all assets were captured.
    • Close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.

17.   What should I do if nothing happens when I click on Continue/Submit?

  • If you see no activity or movement after clicking on Continue/Submit, please try to follow the following steps:
    • Close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.
    • Reboot your computer and relaunch the PSI Secure Browser.

18.  What should I do if connecting to my Check-in Specialist has taken longer than 15 minutes?

  • If you are on our lobby pages for 15 or more minutes, this could be caused by one or more of the following:
    • Incomplete Check-in Data (missing photo ID, room scan, or selfie)
      • If the details are missing such as the photo ID, room scan, or selfie submitted, you may relaunch the PSI Secure Browser to re-submit the check-in details.
    • Weak, intermittent, or slow internet connection: Issues with the network can cause problems when connecting with a Check-in Specialist; this will cause your computer to continue cycling.
      • If the issue persists, you may try using a different network connection, may it be WiFi or a mobile hotspot or possibly changing some network settings such as the DNS, Firewall, and Anti-virus settings.
    • Additional trouble-shooting steps:
      • Right click anywhere in the PSI Secure Browser page and select “reload”. Alternatively, you can select from the top left corner “View” and then hit “reload”. If this does not work, please go to step 2.
      • Simply close out the PSI Secure Browser if you are idle for more than 5 mins.
      • Relaunch the browser and wait for a Check-in Specialist to assist you. Make sure you have completed your selfie, photo ID capture, and room scan. You may re-do it if you have missed one within the process.

19.   Why do I need to retake my Selfie Capture?

  • To validate your identity, a proper selfie picture is required.
    • An accurate selfie includes ensuring your face is in the middle of the frame and that glare does not obstruct your image.
    • To avoid a test violation, you will also be asked to remove any blue tooth devices, earbuds, or headphones.

20.    Why do I need to retake my Room Scan?

  • To ensure test security, a complete room scan is required.
  • You will be asked to use your camera to capture a video or “scan” of the room, including walls, desk area, floor, and any instruments, scratch paper, or tools you are allowed for the test.

21.  What should I do if my keys, buttons, and/or functions are not working during the test?

  • If you encounter any issues with keys/buttons/functions that are not working, you may try the following steps:
    • Try to refresh or reload the test.
    • Close the PSI Secure Browser and clear your cache.
    • Relaunch the PSI Secure Browser.
    • If all else fails, uninstall, and reinstall the PSI Browser.

22.   What should I do if I’ve lost the connection to my test?

  • If ever you lose your connection or get disconnected from your exam, please try:
    • Relaunching the PSI Secure Browser.
    • The test will resume at the last completed question.
    • If the appointment information is correct, your appointment is scheduled to begin within 30 minutes (before or after), and the button is not clickable. Close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.

23.  What should I do if I’m ‘kicked out’ from my exam?

  • Simply relaunch the PSI Secure Browser to return the exam.
  • You will be returned to the last question you answered in the test.

24.   Why did the screen go blank when I tried to start my test?

  • Having a blank screen when attempting to view your test content may indicate that the PSI Secure Browser version is out of date.
  • To try and resolve the issue, you may:
    • Close the current session.
    • Delete the PSI Secure Browser from your programs and reinstall the current version.
    • Launch the PSI Secure Browser.

25.   What should I do if I’m experiencing “Low Bandwidth”?

  • Run a bandwidth test with Twilio (https://video-diagnostics.twilio.com/)
  • Run a speed test at www.speedtest.net
  • Disconnect other devices connected to the network (to stop downloads or streaming). Make sure others using the same connection are not streaming, uploading, or downloading content.
  • Refresh the system check. Often the low bandwidth notification is due to a temporary reduction in service.
  • Find an area with a stronger connection if you are using Wi-Fi.
  • Reboot your router.

26.   What should I do if I’m stuck on a PSI Loading Screen?

  • For MAC OS:
    • Open Terminal and type in sudo nano /etc/hosts
    • Enter the computer password (You won’t see it being entered but it will be recognized).
    • Terminal will navigate you to hosts file where you will enter the following details: 127.0.0.1 localhost 255.255.255.255 broadcast host ::1 localhost
    • Press Control + O then ENTER to save the file.
    • Press Control + X to exit from hosts. It should navigate you back to the regular Terminal page.
  • For Windows OS:
    • Search for 'Notepad' and run it as an administrator
    • Go to File -> Open and navigate to C:\Windows\System32\drivers\etc
    • Set display to All Files (*.*)
    • Select Hosts file and Open it.
    • If your Hosts file is blank, please copy and paste the following lines into your notepad editor: # Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample HOSTS file used by Microsoft TCP/IP for Windows. # # This file contains the mappings of IP addresses to host names. Each # entry should be kept on an individual line. The IP address should # be placed in the first column followed by the corresponding host name. # The IP address and the host name should be separated by at least one # space. # # Additionally, comments (such as these) may be Bridge Technical Support Client Confidential Data 10 inserted on individual # lines or following the machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97 rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host # localhost name resolution is handled within DNS itself. # 127.0.0.1 localhost # ::1 localhost
    • Click File -> Save to save your changes
  • Try launching Secure Browse.

27.    What should I do if I received a warning that my computer is out of memory?

  • If you receive this error notification, please try to follow the following:
    • Do check if the computer in use has sufficient memory to install the PSI Secure Browser.
    • You can also try adding RAM to your computer.
    • You may also uninstall unnecessary applications and programs, including cleaning off your desktop, using the disk cleanup tool, discarding temporary files, or saving files to the cloud.
    • You may also use a different compatible device if available.

28.   What happens if I accidentally close the PSI Secure Browser?

  • You can simply relaunch the PSI Secure Browser and it will bring you to the last question you answered in the test.
  • If you completed the test content, the proctor can end the test for you.
  • Please know that not ending the test properly may delay the receipt of your test results.

29.   How do I uninstall the PSI Secure Browser?

  • Please do follow the steps to successfully uninstall the PSI Secure Browser:
    • Windows:
      • Navigate to Settings
      • Open Apps & features
      • Select PSI Secure Browser and click uninstall
    • macOS:
      • Navigate to Application
      • Select PSI Secure Browser and move to Trash

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