That maybe a reason but cant say 100 percent. When taking test, everything else should be closed. No tab, pdf or even notepad. I'll let others pitch in. Can you check the webcam resolution? When one takes the picture of the Id, does it show on the screen so we can take a clear picture? Maybe during the test your face was blurred? Did you do a webcam check by calling a friend to make sure it is clear?
As a bit of a tech person myself, I’d add a splash of color:
1. Ensure your camera is working properly, and keep your face centered and in focus throughout the test.
2. Maintain your gaze on the screen—avoid looking around.
3. Stay silent during the test. While IRCC cannot hear you, any visible movement of your mouth could raise suspicion.
4. Carefully read the questions about yourself without speaking aloud.
5. Close all other applications, leaving only your browser (Chrome on Windows or Safari on Mac) open with the test landing page. While the system can’t detect background apps, it will notice if you switch focus to another app or tab.
6. Minimize mouse movement and follow the test interface carefully with your cursor.
7. Disable any VPN connections before starting the test.
8. Remain at your workstation until the test is fully completed.