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  • I am getting an error stating "incorrect password" when using the Remote Proctor, and it isn't prompting me for authentication or a fingerprint. Can you please assist me? (SRP1 and SRP2) - Powered by Kayako Help Desk Software
    28 January 2011 11 32 AM Thank you for contacting Software Secure Support To resolve the issue where the SRP is prompting for authentication of your fingerprint and isn t populating a password please complete the following 1 Confirm that you have Microsoft NET Framework 3 5 SP1 installed Please Note You may just have to repair it instead of uninstalling it 2 Select Start Run and type Services msc

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/15/19/i-am-getting-an-error-stating-incorrect-password-when-using-the-remote-proctor-and-it-isnt-prompting-me-for-authentication-or-a-fingerprint-can-you-please-assist-me-srp1-and-srp2 (2016-02-09)
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  • I seem to have issues with my fingerprint reader, and sometimes I get this error: device failed to reinitialize after being unplugged. What can I do? (RP1 and RP2) - Powered by Kayako Help Desk Software
    AM Thank you for contacting Software Secure Support To resolve this issue please complete the following Step 1 Close out of the software and restart the machine leaving the SRP plugged in Step 2 Go to Start My Computer Program Files Software Secure Drivers and double click on for RP1 users Atmininst32 or UpekSetup32 for SRP2 users Step 3 Follow the on screen instructions and choose to Uninstall the software

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/16/19/i-seem-to-have-issues-with-my-fingerprint-reader-and-sometimes-i-get-this-error-device-failed-to-reinitialize-after-being-unplugged-what-can-i-do-rp1-and-rp2 (2016-02-09)
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  • I am getting an error stating that "Securexam Browser has stopped working and the program must close". What does this mean? Sometimes it freezes. - Powered by Kayako Help Desk Software
    the following location and double click and install the FFDShow option If it is listed go to step 3 32 bit users C Program Files Software Secure Inc Drivers 64 bit users C Program Files x86 Software Secure Inc Drivers How do I know if I m on a 32 bit or 64 bit machine After confirming installing FFDShow try the software again and see if its able to work

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/18/19/i-am-getting-an-error-stating-that-securexam-browser-has-stopped-working-and-the-program-must-close-what-does-this-mean-sometimes-it-freezes (2016-02-09)
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  • I am trying to use my Remote Proctor, but I'm getting an error stating "Object Reference not set to an instance of an object". How do I fix this? - Powered by Kayako Help Desk Software
    an instance of an object How do I fix this Posted by on 28 January 2011 11 39 AM Thank you for contacting Software Secure Support To resolve this issue please complete the steps below Download the attached file call SrpDbRepair zip and Save it to your Desktop After saving the file right click and Extract the file When prompted select Next and Continue as necessary After extracting the file

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/19/19/i-am-trying-to-use-my-remote-proctor-but-im-getting-an-error-stating-object-reference-not-set-to-an-instance-of-an-object-how-do-i-fix-this (2016-02-09)
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  • How do I test my Device Manager for any driver issues with the fingerprint reader or camera? SRP1 and SRP2 - Powered by Kayako Help Desk Software
    box type Device Manager When the list populates click the link or press enter on the keyboard Step 2 For Windows XP Check the camera and fingerprint devices The camera should be listed as a Dual Mode USB Camera OV530 or SRP5702 Vista Windows 7 64 bit machines Under Imaging Devices and the Fingerprint Reader should be listed as AuthenTec AES3400 Trueprint Sensor for SRP1 users and as the TouchChip Fingerprint Coprocessor for SRP2 users it will be listed under Personal Identification Devices or Biometric Devices Step 3 Once you ve confirmed if the drivers are installed check if there are other devices listed The most common instance is if there is a built in webcam or fingerprint reader on the machine If there is the names of the devices will vary you can attempt to right click and Disable the device and then try to use the Remote Proctor software again If your issue is resolved then you will need to disable and reenable your camera everytime you need to use the device as the system is pointing it to the wrong location alternatively you can also keep it disabled if you don t use it Step 4 If

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/28/19/how-do-i-test-my-device-manager-for-any-driver-issues-with-the-fingerprint-reader-or-camera-srp1-and-srp2 (2016-02-09)
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  • I am getting a "Corrupt Data File" error or an "Error message document is invalid" error when trying to take my exam with the Remote Proctor. Can you help me? (SRP1 and SRP2). - Powered by Kayako Help Desk Software
    take my exam with the Remote Proctor Can you help me SRP1 and SRP2 Posted by on 28 January 2011 12 59 PM Thank you for contacting Software Secure Support The Corrupt Data File or Error message document is invalid error means that you have enrolled your biometric information onto a SRP1 device and are attempting to Authenticate for another exam using a SRP2 device or vice versa In order

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/33/19/i-am-getting-a-corrupt-data-file-error-or-an-error-message-document-is-invalid-error-when-trying-to-take-my-exam-with-the-remote-proctor-can-you-help-me-srp1-and-srp2 (2016-02-09)
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  • I am getting the following error: "Cannot detect SRP Device". I also have issues with the fingerprint reader and camera. - Powered by Kayako Help Desk Software
    is plugged in if the software is unable to connect to the Fingerprint and Camera it will give you this error To resolve these issues complete the following Make sure the unit is plugged in Try another USB Port Do not plug the device into a USB HUB or Expansion port Follow the instructions here on checking the device manager for potential problems If you are still experiencing issues go to Start Programs or All Programs SSI SRP Diagnostics Folder Launch the SSI SRP Diagnostics Application See picture below If you do not have this option then click Help Update within the software and make sure you have the most recent version If you still do not have this option go to Start Computer C Program Files Software Secure Inc Diagnostics Users on 64 bit machines will need to go to C Program Files x86 Software Secure Inc Diagnostics Double click the icon and continue installation After launching the icon a window see below will appear To test the camera select Video Diagnostics Choose the SRP webcam and select Preview The camera will then turn on as will the light on the Remote Proctor and you should see yourself If you do not see yourself or if the Diagnostic Tool freezes or if the SRP option is not available in the drop down the camera may not be working correctly You can then try another USB port but you will need to close the Diagnostic tool and then open it again to ensure it connects To test the fingerprint reader select the Fingerprint Diagnostics tab and choose Start The picture below shows what happens during a successful test When prompted with swipe the finger swipe your finger to verify it accepts it Note you may have to do this several

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/118/19/i-am-getting-the-following-error-cannot-detect-srp-device-i-also-have-issues-with-the-fingerprint-reader-and-camera (2016-02-09)
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  • Remote Proctor-Browser: I am not being prompted for my fingerprint and my password is not populating. - Powered by Kayako Help Desk Software
    General 209 Remote Proctor NOW 168 Remote Proctor PRO 27 Securexam Student Securexam Étudiants SEARCH Knowledgebase Authentication Issues Remote Proctor Browser I am not being prompted for my fingerprint and my password is not populating Posted by Andrew Haste on 22 March 2011 11 01 AM If the password is not populating for the exam please make sure you are clicking the Securexam Browser icon and not Internet Explorer Safari

    Original URL path: http://clientportal.softwaresecure.com/support/index.php?/Knowledgebase/Article/View/162/19/remote-proctor-browser-i-am-not-being-prompted-for-my-fingerprint-and-my-password-is-not-populating (2016-02-09)
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