Dual Camera Proctoring: Candidate Setup and Troubleshooting

What is dual camera proctoring?

Dual camera proctoring uses your computer camera and your mobile device camera during the assessment. Your computer is used to take the assessment, while your mobile device provides an additional camera view for proctoring.You must open the assessment link on your mobile device and keep the mobile camera active throughout the assessment. You cannot start the assessment until the mobile device is connected successfully.Important: Keep your mobile device charged, connected to the internet, and positioned as instructed on the setup screen before you begin.

Before you begin

Ensure that you have the following ready:

Requirement	What you need to do
Computer	Use the computer on which you will take the assessment. Keep its camera and microphone available if requested.
Mobile device	Use a smartphone with a working camera and a stable internet connection.
Assessment link	Have the same assessment link available on your computer and mobile device.
Power and connectivity	Charge both devices and avoid switching networks during the assessment.
Permissions	Allow the required camera permissions when prompted.
Environment	Place the mobile device where it can continuously capture the required view of you and your surroundings.

How to connect your mobile device

1. Open the assessment on your computer

Open the assessment link on your computer and complete the initial instructions. When the dual camera proctoring setup screen appears, read the instructions carefully.

2. Open the same assessment link on your mobile device

Use your mobile device to open the assessment link shown or provided for your assessment. Make sure you open the link in a supported mobile browser and use the same assessment session.

3. Allow camera access

When your mobile browser asks for permission to use the camera, select Allow. If you previously blocked camera access, open the browser or device settings and enable camera permission for the assessment page.

4. Position your mobile device

Place the mobile device according to the instructions on the setup screen. It should remain stable and should not be moved, covered, locked, or switched to another application during the assessment.

5. Confirm the connection

Wait for the computer screen to confirm that the mobile device is connected and that snapshots are being captured. The Continue button becomes available only after the mobile device has been connected successfully.

6. Start the assessment

Select Continue only after the connection status is confirmed. If the mobile device is not connected, the assessment will not start.

If the Continue button is unavailable

The Continue button remains disabled until your mobile device is connected. Check that you have opened the assessment link on your mobile device, granted camera permission, and completed the mobile setup instructions.After making the required changes, wait a few seconds for the connection status to update. Do not refresh or close the assessment page unless the setup instructions specifically ask you to do so.

Error message: “Mobile device not connected”

If you select Continue before the mobile device is connected, you may see the following message:Mobile device not connected. Open the assessment link on your mobile to continue.To resolve the issue:

Open the assessment link on your mobile device.
Confirm that you are using the correct assessment session.
Allow camera access for the assessment page.
Keep the mobile page open and the camera active.
Return to the computer setup screen and wait for the mobile device to show as connected.
Select Continue after the connection is confirmed.

If mobile snapshots stop capturing

During the assessment, the system may display an error page if snapshots from your mobile device stop being captured. This means that the mobile camera connection has been interrupted and must be restored before you can continue.Follow these steps:

Keep the assessment open on your computer.
Check that the mobile device has not been locked, moved, disconnected from the internet, or switched to another application.
Confirm that the assessment page is still open on the mobile device and that camera access is enabled.
Reconnect the mobile device by following the instructions shown on the error page.
Wait until the system confirms that snapshots are being captured again.
Continue only when the mobile connection has been restored.

Do not continue the assessment while the mobile camera is disconnected. The system requires the mobile device to be set up again before you can proceed.

Common problems and solutions

Problem	Recommended action
The mobile device does not connect	Reopen the assessment link on the mobile device, verify the internet connection, and wait for the connection status to update.
The camera permission was denied	Enable camera permission for the mobile browser in the browser or device settings, then return to the assessment page.
The mobile camera is not capturing snapshots	Keep the mobile page in the foreground, prevent the device from locking, and reconnect using the instructions on the error page.
The connection drops repeatedly	Move both devices to a location with a stronger internet connection, keep the mobile device charged, and avoid switching networks.
The mobile device was accidentally moved	Reposition it as instructed on the setup screen and wait for snapshot capture to resume.
The Continue button is still disabled	Confirm that the correct assessment link is open on the mobile device and that the system shows the device as connected.
The mobile device cannot be used	Contact the assessment administrator or support team before starting the assessment. Do not attempt to bypass the mobile setup requirement.

Tips for a successful assessment

Keep the mobile device connected to power where possible, but position the charging cable so that it does not obstruct the camera view. Disable notifications and avoid calls or other activities that could move the assessment page into the background. Do not close the mobile browser, lock the screen, change devices, or switch networks while the assessment is in progress.If you experience a connection problem, remain on the assessment screen and follow the instructions provided. If the problem cannot be resolved, contact your assessment administrator and provide the exact error message shown on screen.

Quick checklist

Before selecting Continue, confirm that:

The assessment is open on your computer.
The same assessment link is open on your mobile device.
Mobile camera permission is enabled.
The mobile device is positioned correctly and remains stable.
The mobile device has a reliable internet connection and sufficient battery.
The setup screen confirms that the mobile device is connected.
Snapshots are being captured successfully.

Support information

When contacting support, include the assessment name or ID, the device and browser you are using, the point at which the problem occurred, and the exact error message displayed. Do not share passwords or other sensitive information.