Troubleshooting
Troubleshooting
For: Everyone
Camera not found
Close other apps that use the camera, allow camera access for this site in your browser settings, then rerun the system check.
Full screen keeps closing
Do not press Esc or switch windows. On some laptops a notification can leave full screen: turn on Do Not Disturb first.
Lost connection
Reopen the assessment from My assessments. A disconnection never ends your assessment and your saved answers are kept; the timer keeps running on GyaniX's server while you are away.
Sign-in link expired
Request a new link from the sign-in page.
Confirmation e-mail did not arrive
Check spam, then use Resend link on the check-your-e-mail page. If you typed the wrong address, sign up again with the right one.
'The time to start has passed'
Ask the organisation to assign it again, or for your own assessments choose it again from your recommendations. If you paid and could not start, contact support with your order reference.
'Your plan does not include …'
An organisation administrator can change the plan under Plan, usage & billing.
Payment failed
A failed payment unlocks nothing and GyaniX does not keep any money for it. If your bank shows a debit, the bank normally reverses it within a few working days; contact support with your order reference if it does not. Try again from the checkout page, or cancel the order.
'Face detection could not load'
Proctored assessments check that one face is visible, using software that runs inside your browser. If it cannot load, the assessment does not start and nothing is used up. Turn off ad or script blockers for GyaniX, try another network (some office and college networks block it — mobile data usually works), use an up-to-date Chrome or Edge on a laptop or desktop, then run the system check again. If it still fails, contact support and mention the time you tried.
Charged but the assessment did not unlock
Payments are confirmed by GyaniX's server with the payment provider, not by your browser, so it can take a few minutes. If a payment arrives for an order that was already closed or paid, GyaniX records it for a refund — you are never charged twice for the same assessment. Contact support with your order reference if it has not resolved within a day.
Still stuck? Contact GyaniX.