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# XoLock Troubleshooting Guide

**Reference:**

| Symptom | Likely Cause | First Action |
| ---- |
| Launch button disabled / Launch locked | System checks failing | Fix permissions or close blocked apps; click Re-check |
| Close N apps before launching | Forbidden process running | Quit listed apps completely (check system tray) |
| Multiple displays error | External monitor connected | Disconnect extra monitors |
| Camera/mic not working | OS permission denied | Open Settings from launcher; enable XoLock |
| Screen share fails (macOS) | Screen Recording not granted | System Settings → Screen Recording → enable XoLock |
| Network check failed | Firewall or offline | Check internet; allow XoLock through firewall |
| XoLock bridge unavailable | Preload/IPC not loaded | Quit and reopen; reinstall if persistent |
| SmartScreen / antivirus block | New signing reputation | Contact IT; use signed hash allowlist |
| App quits immediately on open | Startup preflight (hardened build) | Close forbidden apps; use single display |
| Lockdown overlay during exam | Critical violation | Follow on-screen instructions; contact proctor |
| Recovery snapshot banner | Previous crash | Dismiss banner; restart cleanly before next exam |

1. **System Checks Won't Pass**
**Blocked Apps Detected:**
● Quit every app listed in the System checks panel (not just minimize).
● Check the system tray or menu bar for background agents (Zoom, Teams, Discord, remote desktop).
● Restart XoLock and click Re-check.

**Permissions Not Granted:**

**macOS**
● System Settings → Privacy & Security: Camera → XoLock ON; Microphone → XoLock ON; Screen Recording → XoLock ON (required for proctoring).
● After changing settings, quit XoLock fully (Cmd+Q) and reopen.

**Windows**
● Settings → Privacy → Camera / Microphone → allow desktop apps including XoLock.
● Use launcher Open Settings buttons for direct links.
● On older Windows builds, status may show as granted by default; if capture still fails, check app-specific privacy toggles.

**Network Check Failed:**
● Confirm internet connectivity.
● Disable VPN or proxy if it blocks Xobin endpoints.
● Corporate firewall: allow outbound HTTPS to assessment and backend URLs.
● Click Re-check after network changes.

2. **Can't Launch Assessment**
**Invalid Link or Assessment ID**
● Paste the full link from your invitation email.
● Verify that the link is provided via Xobin

**Launch Hangs or Times Out**
● Ensure system checks are green.
● Restart XoLock.
● Verify the assessment link is valid and reachable.

**Forbidden Processes Error at Launch**
● A blocked app started after the preflight scan, close it and retry.
● Common culprits: Chrome, Safari, Firefox, Slack, OBS, TeamViewer, Parsec, virtual machines.

3. **Bridge Unavailable**
The launcher cannot reach window.xolock (the Electron preload bridge).
1. Fully quit XoLock (Cmd+Q / Alt+F4) and reopen.
2. On Windows, accept any UAC/ permissions prompt if shown.
3. Reinstall the latest XolockSetup.exe.
4. If DevTools was opened, refresh the launcher window.
If still failing, contact support with the app version from the install folder.

4. **During the Assessment**
● Lost fullscreen / window minimized: XoLock should refocus automatically. Click back into the XoLock window if needed.
● Copy/paste blocked: Expected during proctored sessions. Clipboard is restricted inside XoLock while the session is active.
● Lockdown overlay appeared: Indicates a critical violation (e.g. cursor left primary display, repeated focus loss). Read the overlay message; contact your proctor.
● Exam frozen or crashed: On next launch, a Recovery snapshot found banner may appear. Dismiss it and restart per proctor instructions.
● Exit assessment: Use the Exit assessment button, or Cmd+Q / Ctrl+Q. Avoid force-quit via Task Manager unless instructed.

5. **Windows-Specific Issues**
**SmartScreen: Windows Protected Your PC**
● Verify that the publisher is Xobin and the file is signed.
● IT: allowlist installer SHA-256; submit false-positive to Microsoft Security Intelligence.

**Antivirus Quarantine**
● Restore or add exceptions for Xolock in the Antivirus.
● Use genuine Xolock Application Setups provided by Xolock.

**App Exits on Startup (Managed Systems)**
Close forbidden apps and disconnect extra monitors before opening XoLock.

6. **macOS-Specific Issues**
● Gatekeeper block: Verify that the app is provided by Xobin and not from unofficial sources.
● Screen sharing fails despite permission: Close Xolock, Turn off Screen Recording for Xolock, Restart Xolock and then turn it on again.

8. **When Contacting Support**
Provide the following when contacting support:
● OS and version (Windows 10/11, macOS version).
● XoLock version (from install path).
● Screenshot of the System checks panel.
● Assessment link format (redact the token).
● Time of incident.
● Whether the device is MDM-managed.


|| Default Blocked App Categories:
|| ● Communication: Slack, Discord, Teams, Skype, WhatsApp, Telegram
|| ● Remote access: TeamViewer, AnyDesk, Parsec, VNC, Chrome Remote Desktop
|| ● Conferencing: Zoom, Webex, GoToMeeting, Google Meet
|| ● Recording: OBS, Loom, ShareX, Snagit, QuickTime (macOS)
|| ● Browsers: Chrome, Safari, Firefox, Edge, Brave, Arc, and others
|| ● Virtual machines: Parallels, VMware, VirtualBox
|| ● AI assistants: ChatGPT, Claude, Copilot (desktop apps)
|| ● Other proctoring tools: Respondus, Proctorio  and similar.