Introduction

If your secure browser is crashing or displaying error messages, it could be due to compatibility issues, running restricted software, or certain system activities. This guide provides steps to troubleshoot common secure browser issues for a smooth testing experience.

Common Reasons for the Issue

  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.


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.


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.

If the issues continue to persist, we recommend submitting a support ticket along with a screenshot of the error for further assistance. You can raise a ticket by clicking here.