[Screen share] General Troubleshooting for Screen share

Below are some of the most common issues that you may encounter when trying to use Screen Sharing on different parts of the exam-taking process. 

Extension (Plugin) Issues

1. The extension is not working with Incognito mode/guest account in Google Chrome.

Resolution: Log in to the Chrome Webstore with an account.

2. The extension is disabled on your Chrome Browser 

Resolution: Go to chrome://extensions/ and disable all extensions except Proctor Exam. Then Enable Proctor Exam.

3. The ProctorExam Extension link has been opened on Microsoft Edge

Resolution: Open the ProctorExam Extension link in Chrome or click Allow extensions from other stores.

4. The Extension is blocked by your organization. You will see the message:
“We are sorry, but you do not have access to this service. Please contact your Organization Administrator for access.”

Resolution: Log out of your corporate/student Gmail account currently signed in and use a personal Gmail account, instead.

Check Requirements Issues

1. The 'Share' button is grayed out on the Screen Sharing Pop-up window.

Resolution:

1. First click and select the image inside the screen;

2. Secondly select the button share in the dialog box.

2. ProctorExam is asking you to add the Chrome Extension. The extension might not be added yet. Or the extension might be disabled from Google Chrome settings. 

Resolutions: Add the extension/plugin to your Google Chrome Browser, or go to chrome://extensions/ and disable all extensions before enabling ProctorExam if you already have the extension installed. 

3. The Screenshare is loading continually. This can happen often with Mac devices. But can also be caused by an Internet issue. 
Resolution:

1. Check the Guide - Mac: Instruction for screen sharing macOS Catalina and higher
2. Check your internet connection - [Click Here to test]

Exam Setup Issues 

1. You see a notification that other tabs are opened. 
Resolution: Close all tabs, apps, folders, and programs and refresh the page afterward.

2. You see a Blank/ Black screen and are stuck on Screen Share set up - Mac devices

Possible Resolution Steps:  

- Relaunch Proctor Exam Link

- Log in to your chrome account

- Go to chrome://extensions/ and disable all extensions before enabling ProctorExam

- Check your internet connection - [Click Here to test] or use a different internet connection. 

- Check the Guide - Mac: Instruction for screen sharing macOS Catalina and higher

 

 

 

3. You see a Blank/ Black screen and are stuck on Screen Share set up - Windows devices

Possible Resolution Steps:  

- Relaunch Proctor Exam Link
- Close all tabs, apps, folders, and programs and refresh the page afterward.

- Go to chrome://extensions/ and disable all extensions before enabling ProctorExam

- Check your internet connection - [Click Here to test] or use a different internet connection. 
- Restart your device and/or internet connection.