What do the error messages in Inspera mean?

Clock accuracy error

This error appears if your computer clock and global clock do not match. You may need to ensure that your clock is synched to the correct global time.

  • If you have manually set the time on your device, you may need to instead sync your clock with a global clock server. 
  • Try opening the date and time settings on your device and synching with the Windows or Mac Servers.
  • Sync the device clock with a new server. Inspera uses Google's NTP server: time.google.com
  • You may need to allow access through the firewall: NTP is on port 123 and TCP & UDP.

Environment error

  • Make sure you are not running IEP from within an external machine.
  • Try manually closing other applications running on your device. 

Failed to acquire full disk access

When the relevant setting is enabled, this error message appears on Macs when IEP does not have the "full disk access" permission in the "Security and Privacy" settings.

  1. Follow instructions on screen and provide full disk access to IEP. When prompted to close IEP, choose the option “Later” instead of “Quit and reopen”

  2. Click the “Retry” button in IEP.

If this does not resolve the issue then:

  1. Navigate back to the settings page for full disk access.

  2. Unselect and re-select IEP in the list. When prompted to close IEP, choose the option “Quit and reopen” instead of “Later”

  3. If the check fails again, then close IEP.

  4. Go back to the settings and remove the access provided.

  5. In the settings, provide access to IEP again.

  6. Restart your mac.

  7. Relaunch IEP and check if the issue is resolved.

Failed to capture your screen (Macbook)

  1. Open Security and Privacy in System Preferences.
  2. In the Privacy tab, select Camera.
  3. Select the checkbox by Inspera Exam Portal.
  4. Click Retry in the Inspera Exam Portal.

Failed to retrieve process blocklist

Inspera Exam Portal failed to retrieve process blocklist. Please try again.

Additionally, issues with network may cause this error. 

  • We suggest clicking Retry until IEP connects to a server.
  • If you are still unable to pass the check, close and open the software again or change networks.

Incorrect number of screens

  • Disconnect your secondary monitor and click Retry.
  • For Open IEP tests, you can re-connect the monitor after the system checks if desired.

Inspera Exam Portal failed to close the following applications...

  • Close the applications listed in the error message.
  • On a Windows device, you can do this via your Task Manager.
  • On a Mac, you can do this via your Activity Monitor.

Login configuration error

  • Ensure you are online/ connected to the internet.

No external power supply

When the relevant setting is enabled, this error message appears if you are not plugged into a power outlet / plug socket.

  • Plug your charger into your device and click Retry.

Not enough free memory

  • We recommend closing other applications on your system and clicking Retry.

Obsolete app version

If this "obsolete app version" message is displayed then the version of IEP being used is no longer supported for your exams. 

  • Uninstall the old version of IEP and then install the newer version.

Too poor connection quality

  • We suggest clicking Retry until IEP connects to a server.
  • If you are still unable to pass the check, close and open the software again or change networks.

Unsupported CPU

Your device doesn’t support the Inspera Exam Portal. Please find another computer.

Wrong application location

On Macs, when IEP is not installed and is instead run before installation, this is the message shown to the candidate.

  • Try moving IEP to the application folder on your Mac and relaunching IEP.

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