How to Resolve Face-Capturing Issues During Equipment Check

How to Troubleshoot Face Capturing Issues During a Test

This article explains how to resolve issues related to face capturing during the equipment check process.

Recommendations

If you are unable to complete the face-capturing step, follow the recommendations below:

1. Allow access to your camera
When prompted by your browser, select Allow while visiting the site or Allow this time. The Exam Center cannot capture your photo unless camera access is enabled.


2. Position your face correctly
Center your face inside the guide displayed in the camera preview. Make sure your entire face is visible, and then select Take Selfie.


3. Check the lighting
Make sure the room is well lit and that your face is clearly visible. Avoid sitting with a bright light or window directly behind you.

4. Remove reflective glasses
Reflections from glasses may prevent the system from detecting your face. Try removing your glasses before taking the photo.

5. Close other applications using the camera
Close video-conferencing applications, other browsers, and any browser tabs that may be using your camera

6. Check your camera and privacy settings
Make sure your browser has permission to access the camera in your device’s privacy settings. After updating the permissions, refresh the Exam Center page.

7. Check your antivirus settings
Some antivirus or camera-protection software may block camera access. Temporarily pause the relevant camera-protection feature, refresh the browser tab, and try again. Remember to enable the protection again afterward.

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