Integrity Advocate Exams (including CAANZ Exams) - Troubleshooting FAQs


Note: This article is intended for Integrity Advocate Exams including CAANZ students. For general exam troubleshooting see this article Exam and assessments - Student Guide

 

Table of Contents

Getting started issues

What browser should I use?

You must use Google Chrome or Microsoft Edge on Windows, and Chrome only on macOS to sit your exam with Integrity Advocate. 

Other web browsers are incompatible when sitting an Integrity Advocate assessment. You may receive an 'Incompatible browser' or 'Undefined' error message if using an incompatible browser.

What device can I use?

You must use a laptop or desktop computer to sit your exam.  Devices such as tablets or mobile phones are not suitable and cannot be used for online exams. 

Where do I find my exam? 

For Deakin students: Your exam is available in your CloudDeakin site. Go to the Assessment tab, then select Quizzes.

For CAANZ students: Your exam is available in your CAFE exam site. Go to the Exam tab, then select Exam access.

I couldn't share my screen

  1. Ensure you have unplugged any additional monitors, alternatively ensure you have duplicated your screen. Multiple displays/extending screen is not permitted.
  2. At the sharing screen step ensure you have selected the Entire screen tab, then click on the selected screen, the Share button will activate in blue, then click on Share.

    3. For Mac users (Chrome): Go to System Settings> Privacy & Security > Screen & System Audio Recording > Google Chrome > Quit and Reopen. 

'System dialogue' error message

Close your browser, re-open it, and enter the exam again.

 

Webcam issues

My webcam is not working (PC)

  1. Ensure the webcam has been turned on. 
  2. If you cannot see yourself in the system check, check Chrome browser permissions. Click on the (?) symbol by the camera icon for a video guide 

3. Check whether webcam is enabled in Chrome: Settings > Privacy and Security > Site settings > Camera and ensure that camera access is enabled.

4. Restart the computer and clear cookies and cache in the browser. The Google support page has further instructions on how to change camera permission 

My webcam is not working (Mac)

  1. Allow camera, microphone, cookies and third-party cookies.
  2. Close the browser, re-open, and log back to the exam. 

I can't take a photo of myself

  1. Go to Start > Camera. Check if the camera is working.
  2. Close and reopen the browser, then access your exam again. 
  3. If it still doesn’t work, switch to another browser (Chrome or Edge), and enable browser permissions. 
  4. If the problem persists, restart your computer 

'We can't see you. Please ensure your camera is unobstructed and that your face is visible' 

  1. Check the browser permission is enabled to access your webcam.
  2. Check if the camera is active under Start > Camera.
  3. Clear cookies and cache.
  4. Close and re-open your browser.
  5. Restart your computer. 

The camera shows a black screen

  1. Check if the camera is obstructed or covered.
  2. Clear cookies and cache. 
  3. Restart your computer. 

The camera is too dark, or I see a camera symbol with a slash

  1. Ensure the camera is not covered.
  2. Turn on a light.
  3. Press F10 to turn the camera back on 

'No camera' error/I can't move to the next exam page/Camera greyed out/'Session timeout' error

For all these issues, change to another browser (Edge or Chrome)

I was kicked from my exam after a comfort break - Webcam issues

  1.  Clear the cache in your web browser, read the instructions linked here for a guide 
  2.  See instructions under the above point to return to your exam.

 

ID check issues

My screen froze during the ID check

  1. Clear browser cookies and cache.
  2. Refresh the webpage. 

Blurry photo or 'Problem with camera feeder' message

  1. Ensure your camera is uncovered and turned on.
  2. Clear browser cookies and cache, then quit the browser. 
  3. Restart the computer and log back in. 

 

Other technical issues

'Your device ran into a problem and had to restart'/My computer has crashed or frozen

  1. Hold the power button down to restart the computer.
  2. Re-enter the exam. 

I was kicked out of my exam 

Deakin students can return to their CloudDeakin site by going to the Assessment tab, then select Quizzes, and click on the exam and the 'continue quiz' button. Do not open the quiz in another tab or window.

CAANZ students can return to their CAFE exam site and click on Exam > Exam access, then click on the exam.

I can't type in the exam 

  1. Clear your browsing data.
  2. Close the browser and re-open it.
  3. If that doesn’t work, switch to Chrome or Edge. 

It took me a long time to submit my exam, or I got a 'Something went wrong' message when submitting my exam 

If it’s at the end of your exam time, the system will usually auto-submit the exam.

  1. Refresh your browser.
  2. Re-access the quiz page and check your attempt status. You should see 1/1 under Attempts for confirmation. 

Exam Support Contacts

Integrity Advocate has live 24/7 support available: