[RPNow] Grayed Screen

During the photo upload section of the Remote Proctor Now interview process if the page freezes or is stuck uploading the photo on a Windows PC, please try the steps below.

Solution:

Method 1:

1. Close the RPNow Window 

2. Navigate to myrpinstall.com, select the correct Organization, and redownload the software.

3. Locate the setup file

a. Typically saved in the downloads folder (C:/Users/(Your User Name)/Downloads

4. Right-click the setup.exe file and Run as Administrator.

Method 2:

1. Change device DNS settings to Google DNS:
   
   
   
   
   NOTE: Use the following DNS
   Preferred DNS server: 8.8.8.8
   Alternate DNS server: 8.8.4.4
   Note: If issue persist, try the Cloud DNS.
   Preferred DNS server: 1.1.1.1
   Alternate DNS server: 1.0.0.1
2. Disable Firewall and any Anti-Virus or VPN.
3. Create a New User with Admin permissions.
4. Reach out to the connected proctor and request to have them refresh their connection with the test taker.
5. Advice to use a New Device.

FOR macOS

1. Check if device used is part of Supported Devices for Bridge or RPNow.
2. Check screen recording, accessibility, full disk access and location. (macOS screen recording)
3. Run a Twilio Network Test.
4. Restart device and WiFi/internet connection
5. Reinstall PSI Secure Browser
6. Change DNS
   
   NOTE: Use the following DNS then click "OK"
   Preferred DNS server: 8.8.8.8
   Alternate DNS server: 8.8.4.4
   
   Note: If issue persist, try the Cloud DNS.
   Preferred DNS server: 1.1.1.1
   Alternate DNS server: 1.0.0.1
   
7. Disable/remove proxys
   
   NOTE: Ensure no "Proxy" settings are being used.
8. Disable Firewall and any Anti-Virus or VPN.
9. Try switching to a different network connection (Hotspot alternative)
10. Create a "New User" with Admin permissions.
11. Advice to use a New Device.

After performing all of the steps above if you still encounter an issue, please Contact Us.

Thank you,

PSI Support