Troubleshooting Tips for Proctorio

This article describes self-troubleshooting steps that you can take if you are experiencing difficulties with your technology while trying to access a final exam that is configured to use Proctorio.

Proctorio is only available on Windows/Mac computer or laptop. Mobile devices, like tablets, iPads, and cell phones cannot be used with 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

• Ensure that you are using the Google Chrome web browser and that the Proctorio extension is installed. These are both requirements.

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

• Uninstall Chrome
• Reinstall Chrome

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

• Contact Proctorio for further support (scroll to the bottom for Help and Support).
• The quickest way is to use Live Chat by selecting the shield icon in the top right corner and then selecting Live Chat (if you're not seeing the live chat button shown below then try another support option).