BSI Troubleshooting App

BSI Troubleshooting App

Install and app:

Download the BSI Troubleshooting App for your operating system type. After download double click to install the app.
macOS
Download the BSI Troubleshooting App for Apple macOS
Windows
Downlaod the BSI Troubleshooting App for  Microsoft Windows

Running Tests:

Idea
If you are unsure of what test to use or how to understand your results, please submit a support ticket before you run your test.

Upload SEB log files
  1. Open the app and use the Upload SEB log files button.
  2. The button text will show progress update: "Running Troubleshooting..."
  3. Afterwards it will show confirmation popup:
    BSI Troubleshoot App confirmation that logs have been uploaded
      4. Reply to your support ticket and let support agents know that SEB logs were uploaded.

Check Chromium Crash Risks
1. Click the "Check Chromium Crash Risks" button and wait for the analysis to begin.
You will be provided with:
  1. Total number of crash files
  2. Recent crashes (last 7 days)
  3. Risk level
2. If you have experienced a crash within the last 7 days, or if your risk level is anything other than Low:
  1. Update your browser.
  2. Check your graphics drivers for updates (especially your GPU).
  3. After updating, repeat the steps up to this point.
3. Click "Upload Files".
      The button will turn grey and display "Uploading results...".
      Wait for the upload to complete.

4. Once finished, a popup will appear saying "All done...". Click "OK".
      Reply to your support ticket and let BSI know you have submitted your crash logs.

Check Graphics Drivers
  • Click "Check Graphics Drivers" only once and wait for the test to complete.
  • Add a full screenshot of your results to the ticket.
Purpose of test: 
Ensures the device can render visual components required for secure testing and monitoring features.

Test Microphone
  • Click "Test Microphone" only once.
  • Allow microphone access if prompted.
  • Warning: If not using headphones, audio feedback may occur.
  • Speak and confirm you can hear yourself through your speakers.
  • To stop hearing yourself click the "||" pause button.
  • Confirm in the ticket whether you could hear yourself.
Purpose of test: 
Confirms audio input works for identity verification, proctoring, and communication requirements.
Test WebGL Hardware Acceleration
  • Click "Test WebGL Hardware Acceleration" only once—this will open a new window.
  • Add a full screenshot of your results to the ticket.
Purpose of test: 
Verifies the browser can support advanced graphics needed for secure environments and system checks.
Test Webcam
  • Click "Test Webcam" only once.
  • Click the red “Open camera” button.
  • Allow access if prompted.
  • Add a full screenshot of yourself on camera to the ticket.
Purpose of test: 
Ensures video capture is available for identity verification, monitoring, and session validation.

Check Clock Sync
  • Click "Check Clock Sync" only once and wait for the test to complete.
  • Add a full screenshot of your results to the ticket.
Purpose of test: 
Confirms the device time is accurate to prevent authentication errors and session mismatches.

Test Internet Speed
  1. Click "Test Internet Speed" only once and wait for the test to complete.
  2. Add a full screenshot of your results to the ticket.
Purpose of test: 
Ensures the connection is stable enough to support real-time identity verification and monitoring.

Check VPN / Proxy
  1. Click "Check VPN / Proxy" only once and wait for the test to complete.
  2. Add a screenshot of your results to the ticket.
  3. Do not close the popup.
  4. Click “Check Browser Extensions.”
  5. Allow the page to open in the browser you are using in your course.
  6. Scroll down and add a full screenshot your results in the white box to your ticket.
Purpose of test: 
Helps identify network activity that could interfere with identity validation processes.


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