Avoiding Software Conflicts

Overview

Some applications, services, and network configurations may interfere with Proctorio or introduce potential security risks during an exam. Depending on the risk or the settings selected by the exam administrator, Proctorio may restrict certain applications, devices, or connections.

These technologies are not inherently prohibited. Many serve legitimate purposes, including privacy protection, accessibility, device security, and everyday productivity. A detected application or service does not, by itself, indicate an exam integrity violation.

This article explains how virtual private networks (VPNs), proxies, virtual machines, antivirus software, and firewalls may affect an exam and how to resolve common issues. For information about permitted exam materials and resources, refer to the instructions provided by the exam administrator.

We're Not Trying to Disarm You

Our goal is to protect the security of your data and the integrity of your assessment. Sometimes, this means restricting applications or services that could interfere with Proctorio or introduce potential security risks. These restrictions are not intended to compromise your device's security or privacy.

Proctorio is a legitimate, security-focused platform. Our applications are distributed through trusted app stores, including the Microsoft Store, Apple App Store, Chrome Web Store, and Google Play, where applications undergo review and must meet platform requirements. This provides an additional layer of oversight beyond simply downloading software from a website.

Proctorio is also engineered to protect your privacy. We only request the permissions necessary for your exam, do not access unrelated personal files, and protect recorded exam data using zero-knowledge, end-to-end encryption.

Learn more about how we protect your information in Data Privacy & Security.

VPNs and Proxies

VPNs and proxy services route internet traffic through another network or server. They are commonly used for privacy, security, and access to organizational networks. However, some connections can interfere with Proctorio or introduce security concerns. Proctorio may restrict a VPN or proxy connection based on the potential risk or the exam administrator's settings.

If a VPN or proxy prevents an exam from starting, try the steps below. Only change settings on devices or networks that you are authorized to manage.

Troubleshooting

1. Disconnect from any VPN application or connection that is not required for your device or network.
2. Check the proxy settings for your operating system using the instructions below. If a proxy is enabled and is not required, temporarily disable it.
3. Return to the exam and try the system check again.
4. After the exam, restore any network settings you changed.

macOS

1. Proxy: Open Apple menu > System Settings > Network > Select Connection > Details > Proxies. Review any enabled proxy settings. Apple proxy settings guide
2. VPN: Open Apple menu > System Settings > VPN, or check any third-party VPN application, to disconnect an optional VPN. Apple VPN guide

Windows

1. Proxy: Open Start > Settings > Network & internet > Proxy. Review any enabled proxy settings. Microsoft proxy settings guide
2. VPN: Open Start > Settings > Network & internet > VPN, or check any third-party VPN application, to disconnect an optional VPN. Microsoft VPN guide

ChromeOS

1. Proxy: Open Settings > Network > Select Connection > Proxy. If a proxy is enabled and is not required, switch to a direct internet connection.
2. VPN: Open Settings > Network > VPN, or check any VPN application, to disconnect an optional VPN.

If the VPN or proxy is required by your school, workplace, internet provider, or an approved accommodation, do not disable it without guidance. Contact the institution's IT team or exam administrator for assistance. Menu names may vary by device and operating system version.

Virtual Machines and Devices

A virtual machine (VM) runs an operating system inside another computer. Virtual machines are often used for software testing, education, and security. Virtual cameras and microphones are software-generated audio or video devices, sometimes provided by meeting, recording, or streaming applications.

These technologies have legitimate uses, but some can also conceal activity or alter the information presented during an exam. Depending on the security settings enabled by the exam administrator, Proctorio may detect or restrict virtual machines or virtual devices.

Troubleshooting

1. If an exam reports a virtual machine or device issue, check whether the exam is running inside a virtual machine or using a virtual camera or microphone.
2. If possible, open the exam directly on the device's operating system and select a physical camera and microphone.
3. Close any virtual machine or virtual-device software that is not needed for the exam, then try the system check again.
4. If the software or virtual device is required for accessibility, work, or another approved purpose, contact the exam administrator before changing your setup.

Detection does not necessarily mean that prohibited activity occurred. Whether a virtual environment or device can be used depends on the exam configuration.

Antivirus Software

Antivirus programs and privacy protection tools help protect devices and generally do not need to be disabled to use Proctorio. However, some security settings can interfere with the permissions or connections needed for an exam.

Antivirus and privacy protection tools may monitor camera access, microphone access, screen sharing, browser activity, and encrypted network traffic. In some cases, they can:

• Block camera, microphone, or screen-sharing access.
• Disable or remove the Proctorio browser extension.
• Interrupt the network connection used during an exam.
• Cause performance issues that affect an exam session.

Troubleshooting

1. Confirm that the browser has permission to use the camera and microphone and, when requested, share the screen.
2. Open the antivirus application's settings and look for options such as Webcam Protection, Privacy Protection, Web Shield, or HTTPS Scanning. Names vary by application.
3. If a security alert identifies a specific browser permission or Proctorio connection, review it and allow the required activity only if it is recognized and trusted.
4. Check that the Proctorio extension is installed and enabled using the browser's extension management page.
5. Restart the browser and run the system check again.

Avoid disabling the entire antivirus program or adding broad exclusions as a routine troubleshooting step. If a security feature is confirmed to be causing the problem, contact Proctorio Support or your institution's IT team for help choosing a limited, temporary change. Restore any settings changed after the exam.

Firewalls and Networks

A firewall controls network connections to help protect a device or network. Firewalls may be built into the operating system, antivirus software, a home router, or an institutional network. A firewall or network filter can occasionally prevent Proctorio from connecting to the services needed for an exam.

Possible symptoms include:

• The exam or system check does not launch or complete.
• Recording or upload errors appear.
• The exam reports a connection loss or offline status.

Troubleshooting

1. Check that your internet connection is working normally, then try the system check again.
2. If a security application displays a notification about a blocked connection, note the application and message. Do not disable the firewall or remove its protections.
3. If using a school, workplace, or other managed network, contact the institution's IT team to review the connection requirements.
4. If permitted, try another trusted network, such as a home connection or personal hotspot, to determine whether the issue is network-specific.
5. If the problem continues, contact Proctorio Support with the error message and the steps already attempted.

Getting Help

If a required VPN, proxy, virtual device, security application, or network setting prevents an exam from starting, contact the appropriate support team before removing or disabling it:

• Proctorio Support: For exam launch errors, system checks, and help identifying possible software conflicts.
• Institutional IT: For school- or workplace-managed devices, security software, VPNs, proxies, and network restrictions.
• Exam administrator: For questions about exam-specific security settings, permitted resources, or approved accommodations.