---
title: Fix common problems
description: What to do when the camera, the screen share, the face photo, the exam window or Canvas does not work.
sidebar:
  order: 7
features: [sessions, lti]
---

Find the message that you see, then do the steps. If a problem stops you from taking your exam, write to [support@hawkeye.com](mailto:support@hawkeye.com). Tell us the exam title and the message on your screen.

## Camera or microphone blocked

The badge shows "Blocked" and the page says: "The camera or microphone did not start."

1. **Allow the camera and the microphone**

    Open your browser's site settings for Hawkeye. Allow both.

2. **Close other apps that use the camera**

3. **Press Allow Camera and Microphone again**

## Screen share refused

The badge shows "Share the entire screen", and the page says: "Please share your entire screen, not a window or a tab."

Hawkeye accepts only your entire screen. Press **Share Screen** again. In your browser's dialog, choose your entire screen.

If the page says "Screen sharing was refused.", press **Share Screen** again and allow the share.

## Face photo problems

**Take Photo stays off.** The button works only when every check shows "OK". Try these steps:

- Sit at arm's length from the screen.
- Put the light in front of you.
- Look straight at the camera, with your eyes open.
- Keep your head straight and level.
- Remove a mask, a cap or sunglasses.

**The checks load slowly.** The first time, the checks download to your browser. The page shows the progress. Some browsers run the checks more slowly. The page then says "slower here".

**The checks could not load.** The page says "The photo checks could not load here". Press **Take Photo** anyway. Your educator reviews the photo.

![The face photo step with every check marked Not Checked and a message that the photo checks could not load](/docs/blume-assets/content/docs/test-takers/images/s11-precheck-photo.png)

**The photo could not be saved.** Check your internet connection. Then press **Take Photo** again.

**"photo must be taken before the exam starts"** shows when you press **Start the Exam** without a photo. Go back and take the photo.

## The exam has not opened yet

The page says that the exam "hasn't opened yet" and shows a countdown. Keep the page open. When the countdown reaches zero, the page moves on to the pre-check.

If the page says "This Exam Has Closed", the time window ended. Ask your educator if you need another chance.

## The join code does not work

Hawkeye says the code "doesn't match any exam". Check the code in your invite email and type it again.

## Recording problems during the exam

**"Some of the recording could not be uploaded."** Check your internet connection and keep working.

**"Screen sharing stopped. Your educator will see this."** You cannot turn sharing on again during the exam. Keep working, and tell your educator.

**"Session Ended".** Your session ended before you submitted, for example because the Hawkeye window closed or reloaded. Your educator sees what was recorded, and a "Left the exam page" flag. Contact your educator.

**"The exam could not be opened".** Write to support@hawkeye.com with the exam title. Do not reload or close the page: that ends your exam.

## Canvas problems

**"Open Hawkeye in a New Window".** Your browser blocks Hawkeye's cookies inside Canvas. Press **Open Hawkeye in a New Window**. Hawkeye signs you in in its own window.

**"This Launch Couldn't Be Verified".** Go back to Canvas and open the assignment again. If this keeps happening, tell your instructor.

**The Open Hawkeye button does not work.** The button works one time, for two minutes. Open the assignment in Canvas again.

**"No Attempts Left".** You used every attempt that Canvas allows on this quiz. Ask your instructor if you need another attempt.

**"Not Set Up Yet".** Your instructor has not set up this exam in Hawkeye. Try again later.

**"Hawkeye Can't Sign You In".** Read the message below the heading. For example, if your Canvas email already has a Hawkeye account, sign in to Hawkeye directly with that account.

For more about Canvas exams, read [Take an exam from Canvas](/docs/test-takers/canvas).