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Reasons for webcam issues that have so far been identified include the following:
1. The most common reason is low internet connectivity so there is not enough bandwidth for the invigilator to see the candidate – but the candidate can see their own view of their webcam (with them on it). So if you have still to sit an exam and can change your location to where you will have more bandwidth – making sure that you perform the systems test again – you might want to consider this.
2. Webcams not allowing access to all external apps. Here, for illustration only, are instructions how to “turn on app permissions for your camera in Windows 10” https://support.microsoft.com/en-us/windows/turn-on-app-permissions-for-your-camera-in-windows-10-87ebc757-1f87-7bbf-84b5-0686afb6ca6b
3. A few candidates are setting up their laptops with a secondary monitor – but this is not allowed. See here http://www.accaglobal.com/content/dam/ACCA_Global/Students/Remote-exams/Remote%20session%20CBE%20work%20area%20graphic.pdf – in this case the laptop screen must be closed so an external webcam is needed to sit on top of the monitor.
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I had this issue today, quite shocked as have a high internet speed connection. The camera point you raised make sense about allowing access is something I tried to find the settings.
The worst part of this is you run the checks and it works, then when they go in the exam and they say they can’t see you. Happened four times, now rescheduled for june21
ATX
I purchased a new pc and my WiFi is great but still had this issue. I could see myself on camera and it was recording. The system test was also successful. It is really frustrating after all the hard work I wasn’t able to do my exam today.
It is not issue our end def acca !!
I wish they would allow us to reschedule and not make us wait 3 months
Sorry Kim, but I don’t believe the reasons stated above by ACCA / Pearson are correct.
It seems like an attempt to deflect from the system issues they are having at their end
I am not saying that these are all the reasons and the aim of my post is not to deflect attention from the issue but rather, if it helps even one candidate who has still to sit an exam this week, that will be one less upset student.
I had issues with the webcam during the check in process, resulting in me checking in to the exam an hour later than scheduled. It was just displaying a frozen image. I performed three system checks before the exam and there were no problems then. The OnVue software had full access to my webcam and I was using a wired internet connection with 1000 Mbps (receive/transmit). The invigilator kept telling me to close any other applications running but I only had the OnVue software running in my task manager.
I then had another issue where half way through the exam, the software just suddenly closed down and forced a restart on my laptop. I then was not sure how to get back in, so I had to just go through the check in process again.Same problem for me. I spoke to ACCA support, they confirmed to me that the issue is not my side, but on a side of ACCA (used personal laptop, wifi, speed is 100+ Mb/s). rebooked the exam to June. So frustrated that weeks of preparation are wasted (not talking about my vacation which I had to take to prepare)…
BTW, I had additionally a problem with microphone, due to unknown issues Vue could not pass the test (but on tests I did before all worked), was only able to pass the test by plugging-in external headphones through USB, but then a problem with camera on ACCA’s side…
This was my 3rd remote exam but the first one that I had technical issues with. The issues were due to low disc space on my laptop which hadn’t been an issue on system checks. Just wanted to note this for others that may have low disc space remaining.
I faced technical issue whereby I couldn’t close the exhibits. It happened thrice n in total I lost one hour time. They said they’ll revoke my exam. I copied some exhibits on my answer sheet and had to write short answers. Couldn’t copy some exhibits which had flowchart. Disappointed with technical issue however exam question was straightforward.
Is anyone resitting next week? I’m really worried I will get much worse set of questions…I was doing Ok before the exam window crashed on me an hour before the end of the exam- Really stressing now about next week.
Same issues as above – I was not able to launch the exam. Has anybody used Mac and had issues with camera? All tests were run successfully prior to the exam and I was also able to see myself in that small box but the invigilators were not able to see me or saw me in blue apparently! so frustrating…
I will be resitting next week…I just want to know what the issue was and how to fix it so that I can complete the exam next week.
@namah1 – there’s no point adding to the stress with speculation on a “much worse set of questions”. ACCA has processes to ensure equivalence between am/pm exams and week 1/week 2 exams just as it has processes to ensure fairness between exam sessions.
I was told I had issues with my camera as well when everything was working perfectly my side and did equipment checks multiple times before the exam. As a consequence I was not able to sit my last exam and now have to wait another 3 months.
Giving credit back towards the next exam is one thing, but ACCA needs to take into account the time we sacrifice to prepare for the exams especially while being in a full time employment, the stress we suffer that sometimes lead to skin conditions etc. We will not get all of this back and telling us to wait another 3 months in my opinion is very very unfair. We are not machines, we are humans and a lot goes into making sure we do our best in the exams. Being told that I am not able to do my exam after following all their instructions and passing system tests with no red flags really hit me hard mentally. Will ACCA ever think this way and not just money? Probably not.
Kim Smith wrote: @namah1 – there’s no point adding to the stress with speculation on a “much worse set of questions”. ACCA has processes to ensure equivalence between am/pm exams and week 1/week 2 exams just as it has processes to ensure fairness between exam sessions.
Sorry I can’t help it but to worry. I was doing fine with this set of questions and next week may be totally different story. I am also a full time worker and a mum who was self educating my 6 year old since lock down as well working and learning at the same time. It’s never 100% as it’s down to luck which set of questions we will get. It would only be fair if there was only one set of questions for everyone (I’m not talking about repeating the exam though it’s obvious the questions will be different). I think that everyone is entitled to express their worries and opinions this is what this forum is for after all. There may be more student wondering the same questions as me and sorry. This was a very stressful experience and I shall hope that next week there will be no issues.
Hey Guys, does anyone know how ACCA consider mitigating circumstances while grading? I had technical issues during APM exam, and reported it. I need to decide whether I should withdraw and rebook in June or leave it as it is and hope for extra marks from mitigating circumstances.
@aydanhus – students only get final marks after consideration of mitigating circumstances – it is not possible to know how many marks may be added for each circumstances. ACCA will consider all claims and decide what marks are appropriate in each case. It will be only a few rather than lots.
So if for example a candidate’s mark is 48/49, I think it quite likely that if they were denied 30 minutes of exam time that that would be a pass after taking account of mitigating circumstances. But if it is only 38/39, I think a pass unlikely. This is only my view.
I have no words. Shocking service from such a global brand. My exam got revoked due to technical issues from their side. I wasn’t able to sit the exam today and now they have said wait 3 months. It’s just not good enough this!!
I’m one of the many people who had their exam revoked for webcam issues. My laptop was specifically built off the work network for the purpose of sitting exams. It met all requirements and passed system tests on all occasions. I did all the troubleshooting and could see “Vue software has successfully accessed the camera” and could see myself but the invigilator couldn’t. Devastated to be 9 months late for this exam (third time cancelled through no fault of my own) and put myself through a lot of stress preparing for this point. A refund at this point isn’t good enough.
Theses Webcam issues are so not fair to students, I hope ACCA Rectifies this once and for all.
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