FAQs and Troubleshooting

FAQs and Troubleshooting

How do I start my test? 

There are 4 types of tests on the Mercer | Mettl platform. To understand how to start a test please select the relevant option: 
  2. Attempting a non-proctored test
  3. Attempting a proctored test on MSB
  4. Attempting a non-proctored test on MSB
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Please check the email from admin.mettl@mercer.com in your inbox. If not able to locate the email in inbox, please check the same on spam/junk folder.
If you have not received any email regarding the test, kindly contact with the organization/team/university/person who initially shared the test information with you.

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What are the system requirements to attempt a test? How do I check if my system is compatible?

Please refer to the system requirements for test  here.

In case you have received an invitation email from your test administrator, via  admin.mettl@mercer.com , select the “ Check System Compatibility ”  button. Clicking the button will launch a compatibility check process. Please follow the step-by-step instructions.
  1. If your system is compatible, it will show the message “Looks Great the Test will run just fine on this computer”. 
  2. If you get an error, please proceed as per the error message on the screen or get in touch with Mercer | Mettl support team or your test administrator
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What is a proctored test/non-proctored test

Mettl’s non-proctored test does not need any special software or hardware to launch and can be attempted with a minimum network bandwidth of 256 kbps. An integrated web-cam will not be required to launch this test on your system.
Mettl’s proctored tests are usually run on a web-cam integrated computer and the you can monitor by an external proctor using your live-video feed. Please ensure you have an uninterrupted network bandwidth of 512 kbps during the test.  Also, please note that:
Mettl Proctored Assessments are not supported on Mobile devices (eg. Cellphone / Smartphones / Pads / Tablets)
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What is MSB?

Mettl Secure Browser is a web-based lockdown browser that converts any system into a safe workstation. 
  1. It does not allow you to move out of the test window before the test is finished. It also restricts you from opening any unauthorized website or accessing any blacklisted software/third party applications. 
  2. MSB also shuts down all active applications, such as other browsers and cheating tools.
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How do I get the setup file for Mettl Secure Browser?

There are two ways you can download the MSB setup file (.exe file)
  1. Open the test URL, provided by your test administrator, in a web browser (Chrome, Firefox etc.). Click on Launch Test button
  2. You will now see two options on the window: “DOWNLOAD MSB” and “PROCEED to TEST”. Click on "Download MSB" to save the exe file on your computer
  3.  In case you have received an invitation email from your test administrator, via admin.mettl@mercer.com , click on the button to download MSB available in the email body.
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What are the steps to install and run the Mettl Secure Browser?

Please refer to the article here to know how to install and run MSB.
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I have installed the MSB, how do I proceed from there?

Click on the below links to understand the process of attempting a test in MSB

  1. Attempting a proctored test on MSB
  2. Attempting a non-proctored test on MSB
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I am not able to launch test on MSB, its being crashed?

Please update your Operating System before installing and launching MSB and Make sure there are no pending updates in your operating system. Disable the antivirus in your computer before installing and launching the MSB. Once you have successfully installed MSB on your computer, your test will automatically now be launched in the secured/locked-down environment of MSB.

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No activity after clicking on start test in MSB?

Please check if there is any anti-virus software in the system. If there is any anti-virus software in the system, please disable the anti-virus, reinstall MSB and restart the process to start the test.


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I am not able to share my screen?

If you are using Mozilla Firefox, a dialogue box with a message stating “Will you allow tests.mettl.com to see your screen” will pop-up. From the drop down select “Entire Screen” as shown in the below screenshot.


If you are using Google Chrome, you must click at the center of the screen as shown below for the “Share” button to get highlighted. Then click on the "Share" button

  

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I am facing issue while downloading the Mettl Extension for screen sharing on Google Chrome.

This may be due to below possible reasons 

  1. You may be using incognito mode of the browser. In such case, you need to allow extension in incognito mode as well.
  2. You may not have admin rights to install extensions (in case you are using a system provided by your office) Contact your administrator and get the extension installed.
  3. If you are using your own/personal system, ensure that you are logged in as an administrator.
Alternatively, If you are logged in the systems as a user with rights to install applications, we would suggest you copy and paste the below URL into the address bar of

On the following screen, click on ADD TO CHROME button in order to add the extension. (As shown below)

image

 If you still face any difficulties in installing the extension, try attempting your test on the latest version of Mozilla Firefox, which does not require any extension download

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I am getting a “Video Streaming Error”?

This error occurs usually when there are restrictions applied on the network or on the system being used. Kindly follow the below steps to resolve the issue:

  • Disable the firewall/antivirus (if any) on your computer.
  • Make sure that you are using a network which has no website restrictions.
  • If the issue persists, try using a different internet connection.
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I have functioning Webcam and Microphone and Mettl tests to access it, but I am unable to start my test

 Kindly follow the below mentioned step to resolve the issue.

  1. Click on the Camera icon on the top right side of the address bar in order to allow tests.mettl.com to access the Camera on Chrome.
  2. Click on the lock icon on the top left side of the address bar to allow the Camera and Microphone to be used in the Browser.
  3. Once done, refresh the page by pressing F5 key on the Keyboard.
Note: If you are not getting the camera icon on the right-hand side of the screen, check if your camera is working. It also might be possible that any third-party application is using it (like skype, live chat app etc.)

If the above steps do not resolve the issue, then Proceed with the below advanced troubleshooting steps 

On Windows

  1.  If you are using Windows 10/8.1/8, then type Camera in the Windows Search bar and click on the Camera App to open it.
    1. On opening the Camera app, if you are able to see your image, the camera is working fine.
    2. If you are prompted to "close other apps in the Camera app", your camera is being used by other 3rd party applications like Skype or Facebook Chat etc. Try closing the 3rd party apps.
    3. If in the Camera App you are prompted "We Can’t Find your Camera", it is possibly due to an OS issue or System Drivers issue or a Hardware issues. You may have to get this checked with your Hardware Administrator or try changing your system
  2. If you are using Windows 7, open a new Window in Google Chrome/Firefox browser and go to https://www.onlinemictest.com/webcam-test/
    1. You will be able to see a black box with a play button. Click on the play button and allow the Camera Permission if you are able to see your image, camera is working fine.
    2. To check your Microphone, hover the mouse on the tool option on the left side of the page and select Microphone Test. This will take you to a new page with a similar box with play button in it.
    3. On clicking the Play button, if you see a distorted line, your Microphone is working fine. If not, your microphone is not working due to a Hardware or the System Drivers issue. You may have to get this checked with your Hardware Administrator or try changing your system
Note: Antivirus also can block the access of Webcam. If there is any antivirus installed in the system, disable the antivirus and its protection.  If you are using an office laptop then you have to get in touch with your office's IT administrator.

On Macintosh:


Click on the Apple icon at the top left corner of the screen and select System Preferences.
  1. Select Security and Privacy. Go to Privacy option.
  2. In the Privacy Pane, on the left side of the screen, select the Camera Option and then from the apps must select the Chrome/Firefox browse.
  3. Use Force Quit to close all applications and then try for the test again.

 Follow above steps for a microphone as well.

Using Mettl Secure Browser:

There are no permission issues for Camera and Microphone within MSB. If you are facing issues, it may be because of

  1. Camera or Microphone are not in working condition.
  2. Appropriate resolution from the Camera is not available.
  3. Any other hardware issue.
  4. Any Third-party app is using Camera or Microphone.

To check the Camera and Microphone working condition follow below mentioned steps.

  1. Close all the applications which might be using Camera and Microphone.
  2. Open the OS "C: drive"of the Windows.
  3. Open Program Files(X86) folder or Program Files.
  4. Open the Mettl Folder
  5. Open MSB Folder in the Mettl Folder.
  6. In the MSB Folder, Open the SebWindowsBrowser folder.
  7. Open the xulrunner folder in the SebWindowsBrowser folder.
  8. Open Firefox from the xulrunner folder.
  9. Once the Firefox is Open, in the address bar type https://webcammictest.com
  10. You will be asked to give permission for Camera and Microphone.
  11. If the Camera and Microphone are in working condition, then there will be a screen as below with your image:

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I have been waiting for getting authorized for the test and getting the message “We are currently processing your authorization submission” or “You are in the queue. Please wait while your details are being authorized”

This message is displayed when your details are being validated or you are in the queue to be validated by the authorizer. Kindly wait for some more time in the queue for your submission to be processed.

Note: Your test timing is not impacted because of this as the timer starts when you see the first question of the test.
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I am unable to start the test, getting the message “This Test has been deactivated”, What should I do?

This message is displayed when the time window for participation in the test has lapsed. We would suggest you connect with the same team/organization/university/person who shared the test information with you.

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I am unable to start the test, getting the message “You are not an active test taker”, What should I do?
This message displayed when the time window for participation in the test has lapsed. We would suggest you connect with the same team/organization/university/person who shared the test information with you.
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I am unable to start the test, getting the message “Connection with Chat Server Failed”, What should I do?

This message is displayed when there is a restriction in the Network / System being used.
If you are not using an office system.
  1. Kindly disable the antivirus & firewall (If any).
  2. You can also try to switch to different internet connection.
  3. Try changing the system if the issue persists.

If you are using an Office system / Office Network.

Kindly connect with the IT team at your organization
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I am unable to start the test as I am getting the message “Email Id not authorized”, What should I do?

This message is displayed if the email address entered by you is not mapped with the test by your test administrator or the value entered has some mistakes.  Please follow the below steps
  1. Enter the email address on which the test invitation was sent.
  2. Enter the email address manually (type it in) rather than copy-pasting it. Ensure that there are not any spaces added as a prefix or suffix.
  3. Kindly check if there is any typing error while entering the email address.
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I am unable to start the test as I am getting the message “This value does not match with records” What should I do?

This message is displayed when the entered value does not match the value provided for registration by your test administrator.  Please follow the below steps
  1. Enter the details on which you used while registering/shared with your test administrator
  2. Enter the details manually (type it in) rather than copy-pasting it. Ensure that there are not any spaces added as a prefix or suffix.
  3. Kindly check if there is any typing error while entering the details.

If the issue persists, kindly connect with the organization/team/university/person who initially shared the test information with you.

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Why is the test resume button is not getting highlighted?

After internet disconnection, it usually takes 7-8 minutes for the Resume button to be enabled or turn blue. Kindly wait for this duration.

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I am unable to start the test as I am getting the message “Older Browser Detected”. What should I do?

Please ensure that you have the latest version of Mozilla Firefox or Google Chrome. If not, kindly update your browser to latest version.

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I am unable to start the test as I am getting the message “We have detected multiple screen” What should I do?

You usually get this message when you have multiple screens connected while starting/attempting the test. Mettl's system consider this as a part of unfair means and as an anti-cheating measure, you are asked to remove multiple connected screens before starting the test

Resolution Steps

  1. If any external screen or any video cables like VGA/DVI/HDMI etc is connected to the system, kindly remove them.
  2. Press and Hold Windows Key and Press “P” and select PC Screen Only Option.
  3. Any application like Skype, TeamViewer etc which uses screen-sharing feature must be terminated.
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I am unable to start the test as I am getting the message “You are not allowed to take the test from this location XXX.XXX.X.X”. What should I do?

This message is displayed when your test administrator has implied restrictions on the IP address from which you can attempt a test. This means, you can attempt test only on a few selected IP addresses.

To get more information, you can connect with the concerned person/team/organization.
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I am unable to start the test as I am getting the message “This test will start on March XX, 2X2X at X PM(Asia/Kolkata)” What should I do?

This message is displayed when the test is being accessed before the scheduled start time. The scheduled time to start the test is also mentioned in the test invitation email or in the message displayed on the screen. Kindly start the test at the mentioned date and time.
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I am stuck on “Test Page is Loading”, what should I do?

The issue might occur due to many possible reasons. Please try the following.

  1. Check Internet Connectivity.
  2. Hard Shutdown and then try.
  3. Try after clearing Cache & Cookies of the browser.
  4. Switch to Firefox from Chrome or vice versa.
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I am unable to type in my responses on the text box provided?

Please follow the below mentioned steps.

  1. Hard Shutdown the system by pressing and holding the power button down.
  2. Reboot the system and check the version of the browser.
  3. Use an updated version of Chrome/Firefox after clearing cache and cookies of the browser.
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Incorrect OTP entered.

Please Ensure that entered OTP is correct and Resend OTP option to receive a new one in case previous OTP is not working.

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I am unable to choose a different language to write the code.

There can be multiple reasons for this:

  1. The question type is supported for only that language.
  2. The test admin has restricted to only the set of languages available on the simulator.

If that's not the case, please follow the below mentioned steps.

  1. Hard Shutdown the system by pressing and holding the power button down.
  2. Reboot the system and check the version of the browser ensure that you are using the updated version of Chrome/Firefox after clearing cache and cookies of the browser.
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I am shown the message “QR has expired”. What should I do?

You can generate a new QR code from your desktop device by clicking on “Generate New QR Code” and proceed. Please ensure that you initiate the upload of the captured image before the QR expires.
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I am shown the message “Uploading Failed” on my mobile. What should I do?
You have to check your internet connection and ensure you have a stable internet connection and clear the cache of your smartphone’s browser.
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Candidate account has been locked.

Your will receive an email in your registered email id for password rese.  Kindly reset your password and the login into the account from the updated password. In case password not received, click on forgot password tab in login page to get password reset email.

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Incorrect password for my login id.

Kindly reset the account password by clicking on forgot password and follow the instructions.


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What are modes of payment through which payment can be made to appear for certification?

If the payment has to be made in INR then following are the payment modes available:

(a) Credit/Debit Card

(b) Wallet

(c ) HDFC PayZapp

(d) Net banking

If it is USD then only available mode is PayPal.

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Amount deducted from the bank account and assessment did not enabled?

Kindly write an email to mettl-support@mercer.com and share your transaction details Like Transaction ID, mode of payment and mention your account login URL. You can also share bank statement as well.


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How do I whitelist mettl email address to recieve the test invitation email? 

Please refer to the steps mentioned on our article here

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Allow camera and microphone permission

 

Something seems wrong with your camera and/or microphone.

In order to verify and confirm that it is functioning:

 

Step 1: Kindly launch the built-in camera and recording app or access https://www.onlinemictest.com/

Case 1: Camera or Microphone not functioning:

Please have your hardware administrator examine your camera and microphone, or try using a different PC with working camera and microphone.

Case 2: Camera and Mic are functioning:

Step 1: Click on the camera icon in the address bar's top right corner to allow tests.mettl.com to access the Camera.

Step 2: Click at the lock icon at the top left side of the address bar so as to permit the Camera and Microphone for use on the Internet Browser.

Step 3: Refresh the page by pressing the F5 key on your keyboard and rerun the test.

Note: Antivirus can also block the access of Webcam. If there's any antivirus installed in the PC, disable the antivirus and its protection. If you're using a laptop supplied by your organization then please contact with your organization's IT administrator.

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Error - ' 0x00004 '

 

Follow the troubleshooting steps below to resolve this issue

 

When using an external webcam:

An internal webcam is a mandatory requirement for any testing attempt. If your PC doesn't have an integrated webcam, try this test using a PC with an integrated webcam.

When using an integrated webcam:

Step 1: Remove any or all VGI, HDMI, dongles, or USB devices attached to your PC and try again.

Step 2: Check if your webcam is working.

 

* If you are using a single webcam and are still experiencing this issue, please follow these steps:

Case 1: If the camera driver is listed in Imaging Devices (Device Manager), follow these steps:

 

Open Device Manager --> Go to Imaging Devices --> Right click on Camera driver (For ex. Integrated camera/Easy cam) --> Click Update Driver --> Click Browse my computer for drivers --> Click Let me pick from a list available drivers from my computer --> Click USB Video device --> Click Next.

 

Case 2: If the scanner device/driver appears in the Imaging Devices section and the Camera section is already available in Device Manager, follow the steps below to troubleshoot the issue.

 

Open Device Manager --> Go to Imaging Devices --> Right-click on the scanner device --> Click Uninstall device.

 

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Cancelled webcam and microphone permissions

 

There seems to be a problem with the camera or microphone.

To confirm it's working:

 

Step 1: Open the default camera and recording app or access https://www.onlinemictest.com/

Case 1: Camera or Mic not working:

Have your hardware admin check your camera/mic, or try using another PC with a working camera and microphone.

Case 2: Camera and Mic are working:

Step 1: Allow tests.mettl.com to access your camera by clicking the camera icon in the upper right corner of the address bar.

Step 2: Click the lock icon in the upper left corner of the address bar to allow use of your camera and microphone in your web browser.

Step 3: Press F5 on your keyboard to refresh the page and try the test again.

 

Note: Antivirus can also block access to your webcam. If you have an antivirus installed on your PC, disable your antivirus and its protection. If you're using a laptop provided by your organization, contact your organization's IT administrator.

 

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Getting the message, "You are waiting in queue"

 

Dear Candidate, your data will be checked by human proctor, this may take some time.

However, if the time seems too long, we request to contact the organization or person who provided the test details.

Thank you for your time and patience.

 

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Email ID not authorized

 

 

This message appears if the email address you entered is not mapped with the test by the test administrator, or if the value you entered is incorrect.

To resolve the issue, follow these steps:

Step 1: Enter the email address to which the test invitation was sent.

Step 2: Manually type (enter) the email address instead of copying and pasting it. Make sure no spaces are added as a prefix or suffix.

Step 3: Please check if you have entered your email address correctly.

 

If the issue persists, we recommend contacting the same person/team/organization with whom you originally shared the test information.

 

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Value does not match with records/value not there

 

This message appears if the value you entered has not been assigned to the test by the test administrator, or if the value you entered contains an error.

To resolve the issue, follow these steps:

Step 1: When you do this, manually enter the values instead of copying and pasting them.

Step 2: Make sure that no spaces are added as a prefix or suffix to the value entered in the field.

Step 3: Check for typos when entering values.

Step 4: Enter the value provided during registration.

 

If the problem persists, please contact the relevant organization or person who provided the test details.

 

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Error message, “location IP not allowed"

 

We would like to inform you that you will see the above message if you are outside the IP range set by the test administrator.

For further assistance, you should contact the same person/team/organization with whom you originally shared information about the test.

 

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401/404/504 error

 

Candidates, please make sure you are using a private laptop that is not running on a VPN or has network restrictions.

In this case, follow the steps below to resolve the issue.

 

Step 1: Disable your antivirus/firewall before attempting the test.

Step 2: Try running the test with a different network connection.

 

If the problem persists, please use some other laptop/PC to attempt the test.

  

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Issue with System clock


Dear candidate, please follow these procedures to update your system time earlier than beginning the test.

 

Go to Control Panel --> Open Clock and Region --> Open Date and Time --> Go to Internet Time --> Click on Change Settings --> Click on Update Now --> Click OK

 

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Unable to connect to network

 

This error occurs when there is a limitation in the system or network used for conducting the examination.         

If you’re using an official laptop:

Contact your organization's IT team

 

If you’re using a personal laptop:

In this case, follow the steps below to resolve the issue.

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Step 1: Disable the firewall/antivirus (if any) for your computer.

Step 2: Make sure you're on a network that doesn't have website restrictions.

Step 3: If the problem persists, try another internet connection.

 

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 Multiple screens detected

 

Dear candidate, this can happen in two situations

A) If you have an external screen connected with a cable

 ex. HDMI/DVI,VGA,etc.

B) Screen is cast over Wi-Fi using different channels like Chromecast/Firestick etc.

 

Below are the troubleshooting steps:

 

CASE A

Step 1: If an external screen or video cable such as VGA/DVI/HDMI is connected to the system, remove them.

Step 2: Press and Hold Windows Key and Press “P” and select PC Screen Only Option.

 

CASE B

Step 1: On chrome click on 3 dots next to the URL Tab.

Step 2: Select cast option and remove all devices.

Step 3: Since the transmission is over a Wi-Fi network, turn off the device completely and remove the mentioned device. Turn off the device from the main power supply, and not just the remote control.

Step 4: Once the appliance being cast on is powered off, restart the browser to ensure the connection is closed before starting the test.

 

*If the above steps do not work, please commence the test with the latest version of the Mozilla Firefox browser*

 

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Unable to connect to network

 

Please follow the steps below to resolve the issue.

 

Step 1: Press and hold the "Power" button on your system to shut down your PC.

Step 2: Restart your PC and make sure your PC is connected to a stable internet connection.

Step 3: Make sure there are no network restrictions such as firewalls or antivirus.

Step 4: Restart the test.

 

*The test will take some time to progress, so please be patient until the Resume button is highlighted*

 

Note: All attempted answers are automatically saved and the test starts from the same disconnected question.

 

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Cancelled Webcam and Microphone Permissions

 

There seems to be a problem with the camera and/or microphone.

To confirm it's working:

Step 1: Open the default camera and recording app or access https://www.onlinemictest.com/

Case 1: Camera or Mic not working:

Have your hardware admin check your camera/mic, or try using another PC with a working camera and microphone.

 

Case 2: Camera and Mic are working:

Step 1: Allow tests.mettl.com to access your camera by clicking the camera icon in the upper right corner of the address bar.

Step 2: Click the lock icon in the upper left corner of the address bar to allow use of your camera and microphone in your web browser.

Step 3: Press F5 on your keyboard to refresh the page and try the test again.

 

Note: Antivirus can also block access to your webcam. If you have an antivirus installed on your PC, disable your antivirus and its protection. If you're using a laptop provided by your organization, contact your organization's IT administrator.

 

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PC / Test page / Screen not responding

 

Please follow the steps below to resolve the issue.

Step 1:  Press and hold the "Power" button on your system for 5 seconds to hard shut down your PC

Step 2: Please use the latest version of Google Chrome/Mozilla Firefox browser.

Step 3: Clear your browser's cache and cookies by pressing the Ctrl + Shift + Dlt keys on your keyboard at the same time.

 

* The test will take some time to progress, so please be patient until the Resume button is highlighted*

 

* Make sure your system is connected to a stable internet connection and that the network you are using does not have any restrictions enabled”

 

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Screenshare is not responding, please close the browser and restart the test

 

Please follow the steps below to resolve the issue.

 

Step 1: Press and hold the "Power" button on your system for 5 seconds to hard shut down your PC.

Step 2: Restart your PC and make sure your PC is connected to a stable internet connection.

Step 3: Make sure there are no network restrictions such as firewalls or antivirus.

Step 4: Clear your browser's cache and cookies by pressing the Ctrl + Shift + Dlt keys on your keyboard at the same time.

Step 5: Restart the test.

 

* The test will take some time to progress, so please be patient until the Resume button is highlighted*

 

Note: All attempted answers are automatically saved and the test starts from the same disconnected question.