My webcam is working, but it can’t connect to the online test system. What should I do?

When this happens, you may see the error message “We could not connect to your webcam for monitoring, please check your webcam and internet connection and try again.”

To solve this issue, try using a different device to take the test.

If you can’t return to the test within 45 minutes (the test’s time limit), contact the email in the “Rescheduling” section in your test invitation. In your email, tell us

• a detailed explanation of the issue and how you tried to fix it
• if you have a different device to take the online test
• your application number
• your unique client identifier (UCI)

We’ll reschedule your test once we review your email.

It usually takes us 4 to 8 weeks to reschedule your test, but it may take longer.