Secure Browser Troubleshooting Guide

Introduction

If your secure browser is crashing, failing to launch, or displaying errors, it could be caused by OS compatibility issues, restricted software, certain system activities, or browser extension conflicts. This guide explains the common causes, possible error messages, and detailed troubleshooting steps to ensure a smooth testing experience.

1. OS Compatibility - The secure browser supports the latest two versions of Windows and the latest three versions of Mac OS. If your OS version is incompatible, the browser may crash.

2. Running Unsupported Applications - Some applications are not supported by the secure browser. When these apps are detected, the secure browser will attempt to terminate them, potentially leading to unexpected crashes.

3. Errors Displayed on the Secure Browser

   • Update Required: If you're using an outdated version of the secure browser, an "Update" button will appear to prompt you to install the latest version.

   • Virtual Desktop Switch in Windows: If the secure browser detects a virtual desktop switch (e.g., switching to another application on Windows), a warning message will be shown.

   • Restricted Software Detected: The secure browser automatically closes any blacklisted software. If it cannot terminate the software itself, you'll receive a message to manually quit the application before proceeding.

   • Multiple Monitors Detected: The use of multiple monitors is not allowed. If detected, you will be prompted to disconnect the additional monitors and relaunch the exam.

   • Screen Capture or Screen Recording Detected: If a screen capture or recording tool is detected, the secure browser will quit and show a message. You need to close the screen recording software before restarting the browser.

   • Browser Extension Conflicts: Extensions like ad blockers, VPNs, password managers, or security tools can block camera/mic access or interfere with secure browser functions.
     

Step-by-Step Troubleshooting Guide

1. Check OS Compatibility - Confirm that your device is running one of the latest two versions of Windows or the latest three versions of Mac OS. If not, consider updating your operating system to prevent browser crashes.

2. Identify and Resolve Error Messages - Address specific browser warnings or crashes and follow the corresponding solution based on the error message shown:

   • Update Required: Click the "Update" button to install the latest secure browser version.
     

   • Virtual Desktop Switch in Windows: Refrain from switching to other applications while using the secure browser to avoid termination.
     

   • Restricted Software Detected: Manually close any blacklisted applications to prevent the secure browser from quitting.
     

   • Multiple Monitors Detected: Disconnect any additional monitors and relaunch the exam using only one screen.
     

   • Screen Capture or Screen Recording Detected: Close any screen recording or screenshot-taking tools before restarting the secure browser.
     

3. Check for Other Restricted Activities - Avoid using any screen-sharing, screen-recording, or remote desktop software. These are flagged as security risks and will result in the secure browser quitting.

4. Browser Extension Conflicts

   • What it means: Active extensions are interfering with the secure browser or blocking camera/mic access.

   • Troubleshooting:

     • Extensions blocking camera/mic access: Disable all active browser extensions before launching TSB.

     • Ad blockers interfering: Temporarily turn off ad blockers (e.g., uBlock, AdBlock, Ghostery).

     • VPN, proxy, or security plugins running: Turn off browser-based VPN/proxy extensions.

     • Password managers or autofill tools popping up: Disable tools like LastPass, Bitwarden, or browser password prompts.

     • Extensions continue to run in the background: Use a browser profile with no extensions, or try private/incognito mode.

   • Explicit Steps to Disable Extensions:

     • Open Settings or Preferences in your browser.

     • Navigate to Extensions or Add-ons.

     • Toggle off all extensions before starting your test.

     • Alternatively, use Private/Incognito Mode, which blocks most extensions by default.

     • Restart your browser and launch TSB from the provided test link.
       

5. Camera or Microphone Access Blocked

   • What it means: The browser or system is not allowing camera/mic access.

   • Troubleshooting:

     • Ensure camera and microphone are not being used by other applications.

     • Check system privacy settings to allow camera/mic access for TSB.

     • Restart your computer and relaunch the exam.

6. Permission Errors

   • What it means: The secure browser cannot access required resources.

   • Troubleshooting:

     • Close all other browsers and applications.

     • Run the browser as administrator if required.

     • Disable security software temporarily if it is blocking the browser.

Additional Tips

• Restart Your Computer: Before starting the secure browser, restart your computer to close any unnecessary applications.

• Test Your System Beforehand: Use any available pre-test system checks provided to ensure compatibility and proper functioning.

Conclusion

By following these steps, you can troubleshoot and resolve common secure browser issues. Ensuring your system is compatible, keeping the browser updated, and avoiding restricted software and activities will provide a smoother testing experience.

Additional Articles for reference:

Steps to Download and Use the Secure Browser : Proctoring & Certification Support 
Talview Secure Browser Platform Compatibility and Technical Requirements : Proctoring & Certification Support 

If you continue facing issue and would like to raise a support ticket, click here

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