[Proctoring] Why can't I see my candidates on Live Proctoring?

If you can not see your candidates please follow the instructions below: 

• Ask the proctor to refresh the page.
• If you are expecting candidates to be auto-assigned then check if the proctor has any pre-assigned candidates. The slots reserved for pre-assigned students will stay reserved, even if the students don’t show up. The pre-assigned slots are reserved for the entire duration of the exam plus 30 minutes, or, if the exam has no duration, for 9 hours after the start of the exam.
• Check if the proctor has been added as a Local Proctor or Global Proctor. And if the institute settings is in Global proctor or local proctor.
• Exam-takers are connected to the proctor as soon as they enter the exam room, which is the step after they’ve clicked “Setup your Exam”. At this point, they are neither streaming their screen nor their webcam; therefore, as a live proctor, you will see black “video stream loading” videos and “the student is experiencing connection issues” warning messages. This is normal. In the next step, the student will be asked to enable screen sharing. You can chat with the student at all times.
• Check if you can see the students on the Support page.
• If none of the options above resolve the issue, please report the incident through our ticket request: https://support.proctorexam.com/hc/en-us/requests/new