> ## Documentation Index
> Fetch the complete documentation index at: https://docs.talview.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is my face capture and verification failing?

If your face capture is being rejected or verification is failing during your assessment, you may be experiencing image quality, lighting, positioning, or camera issues. Face capture is required for identity verification, and failed attempts can prevent you from starting your proctored test or interview.

This guide helps you troubleshoot common face capture problems and ensure successful verification.

## ✅ Common Causes and Fixes

| **What Might Be Wrong** | **What You Can Do** |
| :- | :- |
| Image is blurry | Stay steady during the capture and ensure your camera is focused before submitting |
| Image is distorted | Position the camera at eye level to avoid distortion |
| Face is cropped | Look straight at the camera with your head centered. Ensure entire face is visible in the view |
| Poor lighting conditions | Ensure you are in a well-lit area, avoid backlighting that can obscure your face |
| Reflections or Glare on the Face | Adjust your position to minimize glare from lighting sources |
| Obstructed face | No hats, sunglasses, or anything that blocks your face unless for religious or medical reasons. Prescription glasses are allowed. |
| No permission pop-up appears at the face capture step | Your browser may have blocked camera access earlier, so it won’t ask again. Click the lock icon in the address bar, open **Site settings**, set **Camera** to **Allow**, then refresh the page.  For step-by-step help, see [How to allow permissions in Chrome?](https://docs.talview.com/candidates/system-diagnostics/how-to-allow-permissions-in-chrome.md) or [How to allow permissions in Mozilla Firefox?](https://docs.talview.com/candidates/system-diagnostics/how-to-allow-permissions-in-mozilla-firefox.md) |
| You see “Camera/Microphone access is blocked at the system level” | Your operating system is blocking the camera, even if your browser allows it. Turn on camera access in your system privacy settings, then restart your browser.  See [How to enable device permissions for camera and microphone?](https://docs.talview.com/candidates/system-diagnostics/camera-and-microphone/how-to-enable-device-permissions-for-camera-and-microphone.md) |
| Camera access is already allowed, but face capture still fails | Close other apps that may be using the camera, such as Zoom or Teams, restart your browser, and try again. If it still fails, contact your recruiter or exam coordinator with a screenshot of the error, your browser and its version, and your operating system. |

## 🛠 Final Check: Ensure Your Face is Clear

Before submitting your face for verification, check that the following details are clearly visible:

* Your whole face without obstructions.
* Proper lighting that enhances your features.
* No shadows or reflections that could obscure your details.

👉 [**Run a Test Capture**](https://docs.talview.com/candidates/system-diagnostics/run-diagnostics.md) to confirm clarity before proceeding with your face submission using your laptop or mobile camera.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.