Webcam Image Test Troubleshooting

Overview

The Webcam Image Test is an optional requirement set by the exam administrator and occurs during the exam pre-check process. The test confirms that Proctorio can detect a full, unobscured face.

Proctorio provides you with multiple attempts to successfully complete the test. If you repeatedly experience errors, a Proctorio Support agent will initiate a chat to assist you. Most errors can be resolved following the troubleshooting steps below.

This image shows a **Webcam Image Test** screen used to verify that a user's face is properly positioned for webcam-based monitoring. The goal is to ensure the face is well lit, centered, and clearly visible. Examples on the left indicate incorrect framing with red Xs, while the right side displays correct positioning with green check marks. A prompt at the bottom encourages users to adjust their camera and click Begin camera test if their image is not detected.

Troubleshooting

Blank Images

Some devices and cameras include a physical privacy shutter or cover. Confirm the shutter is open, otherwise your images may appear blank or black. (See Camera Troubleshooting).

This image represents a failed **webcam image test**, where five separate camera feed windows are shown as black screens with red borders and red X icons. This typically indicates that the webcam is not functioning or not being detected by the system. Troubleshooting steps may include checking camera permissions, restarting the browser, or verifying that the webcam is properly connected and selected.

Poor or Uneven Lighting

Testing in a dark space or positioning a bright light source to one side or directly behind may result in test failure. Turn on more lights or reposition yourself so that your face is evenly illuminated.

This image illustrates a **webcam test failure due to poor lighting conditions**. Each of the five frames shows a test taker facing away from the camera in a dim or shadowy environment, all marked with red borders and X icons. This suggests that the user's face is not clearly visible due to darkness, backlighting, or improper lighting direction. For a successful webcam check, users should ensure their face is well-lit, facing the camera, and fully visible within the frame.

This image shows **webcam verification issues caused by bright background lighting**. In each panel, the subject's face is darkened due to strong backlighting from a window or light source behind them. This makes the face difficult to detect or verify. The red borders and X marks indicate that proper lighting—specifically front-facing light—is essential for the system to clearly capture the face.

Face is Not Fully in Frame

Sitting too low or high or off to one side can result in a test failure. Your face must be centered and completely visible to pass the test.

This image shows **examples of webcam test failures due to poor framing or head positioning**. Each panel highlights a common issue that prevents proper identity verification, such as the face being too close, turned away, upside down, cropped, or completely blocked. These errors are marked with red borders and X symbols, emphasizing that the test taker's full face must be centered, upright, and clearly visible in the frame for successful verification.

Face is Partially Obscured

Face and head coverings, such as glasses and hats, or objects that partially cover your face may result in a test failure. In some cases, excess glare or reflection from prescription eyeglasses can cause an error. Try the steps below to resolve the issue:

  • Slightly tilt your head in a different direction.
  • Lower the screen brightness on your device.
  • Remove any nonessential items so that your face is fully visible; if you are wearing prescription eyeglasses or other essential items, temporarily remove them for just the Webcam Image Test when possible.

This image shows **examples of webcam verification failures caused by facial obstructions**. Each panel illustrates scenarios where the test taker's face is partially hidden—by a hand, sunglasses, scarf, mug, or hat. The red borders and X symbols indicate that for identity verification to succeed, the test taker's face must be completely visible, unobstructed, and clearly captured by the camera.

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