Troubleshooting Tips for Proctorio

Requirements

Please visit the vendor website (https://proctorio.com/system-requirements) for the most up-to-date information. The following is provided as of April 2, 2020:

Troubleshooting

Try accessing the online exam after each step. If it does not work, continue on to the next step. You can at any time decide to skip self-troubleshooting and instead contact Proctorio Support by jumping to the last step.

Step 1

Step 2

  • Reboot your computer.

Step 3

Create a new Chrome profile from which you will run Proctorio (this will not affect your current profile and you can switch back to your current profile later).

  • From Chrome, at the top right, select the Profile button.
     

     
  • Select Manage people.
  • Select Add person.
  • Choose a name (Proctorio?) and a photo.
  • Select Save.
  • A new window will open and ask you to turn on sync. You can select Not now.
  • Re-try Proctorio from the new profile.

After using Proctorio you can return to your original profile by selecting the icon for your original profile in the profile menu. If you wish to delete the new profile you created for running Proctorio you can go to the profile menu, select "manage people", select the vertical ellipsis menu (the three dots) on the profile you wish to remove and select "Remove this person".

Step 4

Step 5

  • Reset your Chrome browser by following these instructions. Read over the section on "what changes when you restore your settings". Note that if you are using multiple Chrome profiles/people that this will only affect the one that you are currently logged into.
  • After resetting Chrome, re-enable the Proctorio extension (see Step 3 above) but do not re-enable other extensions until after using Proctorio.

Step 6

  • Refer to the Proctorio self-troubleshooting documentation to see if there is something that matches your issue. Navigate to the exam in Moodle, select the shield icon in the top right corner, and then select Help and Support Center.

Step 7

Details

Article ID: 104126
Created
Thu 4/2/20 11:23 AM