If candidates are reporting this, make sure that they are trying to connect to the session during the scheduled time frame and that you have already started the Exam Machines for this session.
To start the Exam Machines, use the steps outlined in the Setup section of Exams From Home (EFH) Admin Guide Part 3: Delivering your Exams and Troubleshooting
If you have already started the machines and candidates report this:
Check the Test Candidate's connection by opening the Test Candidate's link in your chosen browser. This will show if the issue originates from either the Test Candidate or the Admin.
- If the Admin cannot see the Test Candidate's VM and the session is not active then the issue lies with the Admin VM and they should refresh the Test Candidate machine. If this is the case, please get in touch.
- If the Admin can see the Test Candidate VM with no issue then the issue lies with the Test Candidate's connection to the session. In this case, try the following:
- Above each window on the Admin VM, you will see a Refresh button. Click this to refresh their session. This will close the candidate's session and they will have to reconnect by following the link again or by refreshing their browser window.
- If the candidate still cannot connect, have them try reboot their device and then try access the session again.
If the issue persists, it is highly likely that the Candidate's internet connection is restricted from accessing the EFH machines from their location, either by a local firewall or by their Internet Service Provider (ISP). In this case, the candidate would need to request access from their Firewall Admin or ISP.