CASPer Technical Issues: What to Do During the Test

Find your problem, take the first step

Each row follows Acuity's technical issues article and its linked troubleshooting pages. In every case, the chat is part of the fix. Acuity suggests contacting support while a scenario is playing rather than during an answer section, where you can.

When to refresh, and when not to

Acuity gives different advice for each section, and its articles do not draw the line in quite the same place.

• Typed section: the technical issues article says to refresh with your browser's refresh icon first, then switch to your backup browser, then use the chat. Typed answers save every second while your connection is stable.
• Video section: the same article says not to refresh while you are recording or uploading. Contact support straight away instead. Its “what to avoid” list also warns against refreshing during an answer section, especially when submitting.
• A video that has already failed: Acuity's video upload article lists “refresh your browser” as the first step when a response will not upload or submit.

Our reading is that the risk is refreshing while a recording or upload is still running. Once an upload has clearly failed, refreshing is Acuity's first step. If you are not sure which situation you are in, ask in the chat before you refresh. The one-take structure of the video section is covered in CASPer's one-take video response rules.

If your video response will not upload or submit

Acuity's video troubleshooting article gives these steps, in order. Open the chat as well, so support knows what is happening.

1. Refresh your browser.
2. Update your browser, or switch to Chrome or Firefox.
3. Restart your computer.
4. Use an incognito or private browsing window.
5. Test your internet speed. Acuity says you need a bitrate of at least 1.5 Mbps.
6. Clear your browser cache to rule out compatibility errors.

If your webcam or microphone fails

Acuity's webcam and microphone article lists a similar order: refresh, update or switch browsers, restart, try a private window, check your internet speed, then test your webcam. Most of its advice is about setup, so act on it before test day:

• Close Zoom, streaming software, webcam filter tools and any other video or audio app.
• Disconnect external webcams and microphones and use your computer's built-in ones, which avoids devices switching unexpectedly.
• Prefer a wired headset. Wireless earbuds such as AirPods can disconnect or run out of battery. If you must use them, charge them fully and disconnect other Bluetooth devices.
• Speak directly into the microphone at a steady volume, in a quiet room.

Device notes from Acuity: on a Mac, if your webcam fails in Chrome, try Firefox. Two-in-one laptops such as the Microsoft Surface may work but often have webcam problems, and on devices with front and rear cameras Acuity recommends Firefox.

What support can do

Acuity says that if an urgent problem comes up, such as a technical glitch or a disruption in your room, and you contact it immediately through the chat, it can pause your test and assess the situation in real time. For webcam and microphone problems, support can confirm whether your audio and video are recording, help troubleshoot, and make sure you have the time you need to continue.

On test day, live chat opens one hour before your test and stays available for the whole session. Acuity does not offer phone support and says it never phones applicants. Keep to one chat conversation and give specific details; Acuity's before, during and after guide says several conversations slow things down.

Acuity is also clear about its limits. Problems with your device, an unstable internet connection or hidden malware are, in its words, beyond its control. Support will try to fix them, but there is no promise that every disruption can be remedied.

After the test: the 24-hour and one-week windows

Two Acuity deadlines apply, and they do different jobs.

1. 24 hours: contacting support. If you could not connect with support during your scheduled test time, the technical issues article says to email support@acuityinsights.app within 24 hours of your test date. Acuity aims to answer email within one business day.
2. One week: a retake request. You can normally take each Casper test type only once per admissions cycle. Acuity's retake article says retakes are only considered for verified technical issues reported to Acuity Support within one week of the assessment date, under its Terms of Use.

The one-week window is not a reason to wait. Report the problem in the chat while it is happening, or by email within 24 hours if chat was not possible, so the issue is on record early.

If you need to rebook a test instead, Acuity's rescheduling article says fee waivers may apply for verified technical or medical issues; otherwise a $20 fee applies within 30 days of your test date. See how to reschedule a CASPer test and what happens if you miss CASPer.

Acuity does not publish a rule on how an interrupted answer is scored. What it does say is that each question is scored on its own, and a different rater reads each scenario, so one disrupted answer is one rating among many.

Preventing most problems

Acuity's test rules and technical requirements set the baseline:

• A Windows or macOS desktop or laptop. Phones, tablets, iPads, Chromebooks and Linux are not supported.
• The latest Chrome or Firefox. Other browsers, including Safari and Edge, are not supported.
• Internet of at least 1.5 Mbps download and 2 Mbps upload. You can test your speed in your Acuity Insights account.
• A working webcam and microphone, on for the whole test.
• The system requirements check, done within six hours of your start time on the same setup.

Checklist for test day

1. Run the system requirements check on the computer, webcam and connection you will use.
2. Restart your computer and close every other app, including Zoom.
3. Turn off browser extensions such as Grammarly, and disable any VPN, firewall or pop-up blocker.
4. Install your backup browser in advance, so switching takes seconds.
5. If you are on a school or work network, Acuity says network restrictions can interfere; use a different network if you can.
6. Keep your phone away from the desk. You may not use it during the test, so turn off its notifications.
7. Log in about 30 minutes early so problems show up before the test starts.

Our CASPer system requirements guide and CASPer test day guide cover the rest of the setup.

Sources and scope

Checked October 19, 2026 against Acuity's technical issues article, video upload steps, webcam and microphone article, browsers and devices article, test rules, technical requirements, test-day page, before, during and after guide, support contact article, retake policy, rescheduling article and scoring explanation. The triage table, the reading of the refresh guidance and the checklist are original, AI-assisted CasperCoach editorial material. CasperCoach is independent of Acuity Insights. If Acuity's instructions or a support agent on test day differ from this page, follow Acuity.