Camera Troubleshooting

Overview

Video recording may be required for some exams, depending on the settings chosen by the exam administrator. A built-in or external camera is needed to continue. If Proctorio can't detect or access a camera, the exam won't be able to start. Try the troubleshooting steps in this article to fix common device issues.

Camera troubleshooting overview

Troubleshooting

You may need to attempt one or more of the following troubleshooting steps to resolve the issue.

Quick checks

  1. Refresh the page: The access prompt may not have appeared, or you may have closed it before granting permission. Refreshing the page will display the prompt again.

    Browser camera access prompt

  2. Confirm your camera is not covered or disabled: Devices may include a physical camera shutter or "kill switch" as an added layer of security.

    • Confirm your camera shutter (or cover) is open.
    • Check around the keyboard and along the edges of the device for any physical privacy buttons or switches, and disable them if present. In some cases, the camera can also be toggled on or off using a function key or key combination, such as an F-key or Fn + F-key.

  3. Check your camera connection: If using an external camera, confirm it is properly connected.

    • Check that the cord is securely plugged in.
    • Unplug and plug the device back in or try a different USB port.

  4. Close all other applications: Another application may be using your camera. Close any programs that could be accessing your camera, then try again.

  5. Restart your device: Restarting your device can resolve temporary audio or system issues.

Next Steps

  1. Test your camera: Confirm your camera works using a different application or website. Visit https://webcamtests.com/ to test.

  2. Check your site permissions Make sure your browser is allowed to access your camera.

    • During exam pre-checks, click Allow if prompted.

    • If you are not prompted, click the site information icon to the left of the address bar and confirm the Camera permission is turned on.

    • Click Reload to apply any changes.

      A browser site permissions panel accessed by clicking the site information icon to the left of the address bar in Chrome or another supported browser. The panel displays a list of permissions for the current website, including Camera, Microphone, and other browser access controls. The Camera permission toggle is shown in the enabled or Allow state, confirming the browser has access to the device's camera. A Reload button is visible at the bottom of the panel, prompting the user to apply any permission changes that have been made. This interface is part of the troubleshooting process to ensure Proctorio's pre-check system can access the camera during exam setup. Test-takers can reach this panel during the pre-check phase by clicking the lock or information icon next to the website address in the browser.

  3. Confirm the correct camera is selected: Your browser may be set to a previously connected or inactive camera.

    • In Chrome, type "chrome://settings/content/camera" into the address bar and press Return.

    • Confirm the correct, currently connected camera is selected. (Note: Virtual or software-based video devices are not supported.)

      The Google Chrome browser camera settings page, accessed by navigating to chrome://settings/content/camera in the address bar. The page displays a dropdown menu or selection control listing all available camera devices connected to the computer, allowing the user to choose which camera Chrome uses by default when a website requests camera access. The currently selected camera is highlighted in the dropdown selector. Below the device selection, a list of websites with allowed or blocked camera access may be shown. This settings view is part of the camera troubleshooting process to confirm that Chrome is configured to use the correct, currently connected physical camera device. Virtual or software-based video devices are not supported by Proctorio and should not be selected as the active default camera in this settings panel.

  4. Try a different browser: If the issue continues, try using a different supported browser (Google Chrome, Microsoft Edge, Brave, or Opera), or reinstall your current browser.

Advanced Troubleshooting

Mac

  1. Confirm your browser has access to the camera. (Apple Support)

    System Settings > Privacy & Security > Camera

  2. Check for macOS updates. (Apple Support)

    System Settings > General

  3. Download and run Proctorio's Fix My Camera application. (Learn More)

Windows

  1. Enable the camera permission for your browser. Microsoft Support

    Start > Settings > Privacy & security (App Permissions) > Camera

  2. Check for Windows updates. Microsoft Support

    Start > Settings > Windows Update

  3. Update or reinstall the camera drivers using Device Manager. Microsoft Support

    Type and select "Device Manager" in the Windows search bar. Camera drivers may be located in one of the following categories:

    • Cameras
    • Imaging Devices
    • Sound, video, and game controllers

  4. Download and run Proctorio's Optimize My Computer application. (Learn More)

Lenovo Vantage

Lenovo Vantage is a hardware and software management application installed on all Lenovo devices. Please confirm that "Privacy Mode" is not enabled on the device's camera within the Vantage app.

Note: "Privacy Mode" mode is not available in Windows 10 or later. If you are running Windows 10 or 11, please review the Microsoft Windows troubleshooting steps above.

  1. Open the Lenovo Vantage application.
  2. Select My Device Settings.
  3. Select Display & Camera.
  4. Click Camera and toggle off Privacy Mode.

Alternatively, you can disable Lenovo Vantage entirely by following these steps:

  1. Right-click the Start (Windows) button and select Task Manager.
  2. Open Startup Apps (from the tabs on the left or top, depending on your view).
  3. Locate "Lenovo Vantage" in the list, right-click it, and select Disable.
  4. Restart your computer to ensure the change takes effect.

ChromeOS

See Chrome Support

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