Microphone Troubleshooting

Overview

Audio recording may be required for some exams, based on the settings selected by the exam administrator. To continue, you must have a working built-in or external microphone. If Proctorio cannot detect or access your microphone, the exam will not start. Follow the troubleshooting steps in this article to resolve common microphone issues.

Troubleshooting

You may need to attempt one or more of the following troubleshooting steps to resolve the issue. If the issue persists, you may need to try testing with a different microphone or device.

Quick checks

1. Refresh the page: The access prompt may not have appeared, or you may have closed it before granting permission. Refreshing the page will display the prompt again.

   

2. Confirm your microphone is not muted: Check that your microphone is not muted on your device or keyboard.

3. Make a little noise: Click Re-test and talk or make noise during the microphone diagnostic test.

4. Check your microphone connection: If using an external microphone, confirm it is properly connected.

   • Check that the cord is securely plugged in.
   • Unplug and plug the device back in or try a different USB port.

5. Close all other applications: Another application may be using your microphone. Close any programs that could be accessing audio, then try again.

6. Restart your device: Restarting your device can resolve temporary audio or system issues.

Next Steps

1. Test your microphone: Confirm your microphone works using a different application or website. Visit https://mictests.com to test.

2. Check your site permissions Make sure your browser is allowed to access your microphone.

   • During exam pre-checks, click Allow if prompted.

   • If you are not prompted, click the site information icon to the left of the address bar and confirm the Microphone permission is turned on.

   • Click Reload to apply any changes.

     

3. Confirm the correct microphone is selected: Your browser may be set to a previously connected or inactive microphone.

   • Type “chrome://settings/content/microphone” into the browser address bar and press Return.

   • Confirm the correct, currently connected microphone is selected. (Note: Virtual or software-based audio devices are not supported.)

     

4. Try a different browser: If the issue continues, try using a different supported browser (Google Chrome, Microsoft Edge, Brave, or Opera), or reinstall your current browser.

Advanced Troubleshooting

Mac

1. Confirm your browser has access to the microphone. (Apple Support)
   System Settings > Privacy & Security (App Permissions) > Microphone

2. Check for macOS updates. (Apple Support)
   System Settings > General

3. Download and run Proctorio’s Fix My microphone application. (Apple Support)

Windows

1. Confirm that apps have permission to access the microphone. (Microsoft Support)
   Start > Settings > System > Privacy > Microphone

2. Check for Windows updates. (Microsoft Support)
   Start > Settings > Windows Update

3. Update or reinstall the microphone drivers using Device Manager. (Microsoft Support)
   Type and select “Device Manager” in the Windows search bar: Microphone drivers may be located in one of the following categories:

   • Microphones
   • Imaging Devices
   • Sound, video, and game controllers

4. Download and run Proctorio’s Fix My Microphone application. Learn More

Lenovo Vantage

Lenovo Vantage is a hardware and software management application installed on all Lenovo devices. Please confirm that “Privacy Mode” is not enabled on the device’s microphone within the Vantage app.

1. Open the Lenovo Vantage application.
2. Select My Device Settings.
3. Select Display & microphone.
4. Click microphone and toggle off Privacy Mode.

Alternatively, you can disable Lenovo Vantage entirely by following these steps:

1. Right-click the Start (Windows) button and select Task Manager.
2. Open Startup Apps (from the tabs on the left or top, depending on your view).
3. Locate “Lenovo Vantage” in the list, right-click it, and select Disable.
4. Restart your computer to ensure the change takes effect.

ChromeOS

See Chrome Support