Secure Companion App Troubleshooting

Overview

In some cases, device configuration or settings may prevent installation or use of the Proctorio Secure Companion App or block other required actions. Follow the troubleshooting steps below to resolve common issues. If the problem persists, consider using a different device or contact the exam administrator for further assistance.

Note: If you are using a managed device provided by your school or employer, you may not have permission to change some settings. Please contact your IT team for further assistance.

Installation Troubleshooting

If access to the Microsoft or Apple App Store is unavailable, follow the manual installation instructions for the Secure Companion App.

Launch Troubleshooting

If the Proctorio Secure Companion App does not start or fails to connect to the exam, follow the troubleshooting steps below.

  1. Run as Administrator

    • Windows Users: Right-click the application and select "Run as Administrator."
    • macOS Users: Launch the application normally. If admin privileges are required, you will be prompted to enter your username and password. If you are on a managed device without admin access, contact your IT administrator for assistance.

  2. Restart your device.

  3. Check for any available or pending browser updates.

  4. Check for any available or pending operating system (OS) updates.

  5. Make sure your firewall or antivirus software isn't blocking the Secure Companion App. If it is, add an exception or allow the app in your security settings.

    • Windows Defender Support Article
      Windows: Open the Windows Security App

    • Apple Firewall Support Article
      Mac: Go to Apple menu > System Settings > Network > Firewall

    • For third-party services like Norton, BitDefender, or GlassWire, check the provider's support page for instructions on creating an application exception.

If you are still unable to start your exam, you may need to test on a different device or contact your exam administrator for further guidance.

Closing Open Programs

The Secure Companion App may be unable to close all required programs or applications automatically, and some may need to be closed manually. Certain applications and system processes require administrator privileges to close.

The Proctorio Secure Companion App interface displaying a list of running applications or processes that must be closed before the exam environment can be established. Each listed program is identified by name, and some entries may include an indicator that administrator privileges are required to close them. The screen appears when the companion app is unable to automatically terminate all required programs and prompts the test-taker to close the remaining items manually. Guidance or instructions are shown directing the user to quit each listed application before proceeding. On managed school or employer devices, certain system processes may require IT department assistance to close. This screen is part of the pre-exam launch sequence, where the Secure Companion App enforces a clean testing environment by ensuring unauthorized or interfering programs are not running during the assessment.

Confirm Administrator Privileges

Confirm that administrator privileges are available on the testing device. For managed devices provided by a school or employer, assistance from the organization's IT department may be required.

Force Close Applications

Windows

If you are unable to locate and close the listed program, please try the steps below. If the application fails to close or is frozen, return back to the open application window and press Alt+F4.

Windows 11

  1. Press Control+Shift+Esc to open Task Manager.
  2. Locate and select the application; Click End Task.

Windows 10

  1. Press Control+Alt+Delete.
  2. Select the Task Manager tab.
  3. Locate and select the application; Click End Task.

Windows Task Manager showing how to end a task

macOS

If you are unable to locate and quit the listed program, please try these steps.

  1. Press Option+Command+Esc.
  2. Locate and select the application.
  3. Click Force Quit.

or

  1. Open the Activity Monitor app.
  2. Locate and select the application.
  3. Click the Stop button at the top of the window (or double-click the app and select Quit).

This image shows a system prompt and Activity Monitor window instructing the user to close screen recording programs—Screenshot, screencapture, and ScreenPal—before proceeding, as part of a security measure likely related to a online exam or secure application environment.

Error Code Troubleshooting

If you see an error message, refer to the table below for the appropriate resolution. If not, continue with the basic troubleshooting steps above.

The Proctorio Secure Companion App error display screen, showing an error code and a brief description of the issue that has prevented the exam from launching or continuing. The error code is prominently displayed alongside a short message identifying the problem category, such as a general or functional error. The interface is structured to help test-takers quickly identify their specific error and locate the corresponding troubleshooting steps. Error codes visible or referenced may fall within documented ranges such as 51, 52, 61, 63, 65–71, or 76–79, which correspond to General and Functional error types. The screen may include a reference to an error code table or a link directing the user to the appropriate resolution steps in the companion app troubleshooting documentation, guiding them toward restoring a functional exam session.

Find Your Error Code

Error Codes Reference - Error types and troubleshooting links
Error Code Issue Type Troubleshooting
51, 52, 61, 63, 65–71, 76–79 General/Functional Functional Errors
72–74, 80–90, 526–529 Network/Connection Connection Errors
532 Software Conflict Debugging Tool Conflict

Functional Errors

Applies to: Error codes 51, 52, 61, 63, 65, 66, 67, 68, 69, 70, 71, 76, 77, 78, 79

What This Means

The Secure Companion App encountered a problem while trying to launch or run. This is typically caused by permission restrictions, outdated software, or security software blocking the app.

Note: Using a school or work computer? Managed devices provided by schools or employers may have restricted permissions that prevent the Companion App from running. Contact your IT department for assistance.

Troubleshooting

(Error codes 51, 52, 61, 63, 65, 66, 67, 68, 69, 70, 71, 76, 77, 78, 79)

  1. Restart Your Device: Fully shut down your computer (not sleep), wait 30 seconds, then turn it back on and try again.

  2. Verify Administrator Privileges: Confirm your account has administrator access in your system settings.

  3. Update Your Browser: Check for and install any pending browser updates.

  4. Update Your Operating System: Install any available operating system updates and restart your computer.

  5. Check Firewall & Antivirus Settings: Add the Secure Companion App as an exception in your security software.

    • Windows Defender Firewall
      Windows: Go to Windows Security app > Firewall & network protection

    • Mac Firewall
      Mac: Go to Apple menu > System Settings > Network > Firewall

    • For third-party antivirus (Norton, Bitdefender, McAfee), check your provider's support site for instructions on adding application exceptions.

Connection Errors

Applies to: Error codes 72, 73, 74, 80–90, 526, 527, 528, 529

What This Means

The Secure Companion App cannot establish a connection to Proctorio's servers. This is typically caused by network configuration issues, proxy servers, or VPN software interfering with the connection.

Troubleshooting

(Error codes 72, 73, 74, 80–90, 526, 527, 528, 529)

Follow these steps in order:

  1. Uninstall the Proctorio Extension: Remove the Proctorio extension from your browser's extension settings.

  2. Disable or Remove VPN/Proxy: Quit any VPN software and disable proxy settings in your system network configuration.

  3. Restart Your Browser: Fully quit your browser (not just close the window), then open a fresh browser session.

  4. Reinstall the Proctorio Extension: Go to getproctorio.com and follow the on-screen instructions to reinstall the extension.

Debugging Tool Conflict

Applies to: Error code 532

What This Means

The Secure Companion App has detected debugging or developer tools running on your system. These tools must be closed to maintain exam integrity.

Troubleshooting

(Error code 532)

  1. Close Developer Tools: Close any development or debugging applications, including: browser developer tools, code editors (VS Code, Xcode, Android Studio), network tools (Charles Proxy, Fiddler, Wireshark), or terminal sessions.

  2. Check Background Processes: Use Task Manager (Windows) or Activity Monitor (Mac) to find and close any debugging or development applications running in the background.

  3. Restart and Retry: Restart your computer, then go directly to your exam without opening any development tools.

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