Connection Troubleshooting

Overview

Proctorio does not require high-speed internet, but it does rely on a secure, stable connection to function properly. An unstable or interrupted connection can affect recording quality, exam performance, and your ability to complete an exam. Use the troubleshooting steps in this article to identify and resolve common internet connection issues.

Note: Some managed devices and networks use VPNs, proxies, or security controls by default that cannot be changed without IT permissions. Contact your school, employer, or internet service provider for assistance. IT and network administrators should refer to Proctorio's allowlist documentation.

Common Connection Errors

Interception Detected

This message indicates that your device is using a VPN or proxy service. To protect exam security and data integrity, Proctorio blocks access when these services are active.

If the "Fix it for me" option does not resolve the issue, try using a different device or network, or disable any VPN or proxy settings on the device.

Interception detected warning message

Connection Test Failed

This error appears when Proctorio detects an unstable internet connection. You must pass the connection test before you can continue.

Jump to Troubleshooting.

Connection test failed error message

Unstable Connection

If your internet connection becomes unstable or disconnects during the exam, Proctorio will pause the attempt and display an Unstable Connection message. If the connection is not restored within approximately two minutes, you will be removed from the exam.

Jump to Troubleshooting.

Unstable connection warning message

Troubleshooting

Try one or more of the troubleshooting steps below. If the issue continues, attempt the exam on a different device or network.

Quick Fixes

  1. Improve your connection: Move closer to your Wi-Fi router or access point to strengthen the signal. When possible, connect using an ethernet cable for a more stable connection. Use a secure, private network, as public networks (airports, hotels, cafes) are often slower and less reliable.

  2. Close unnecessary applications: Background applications may use internet bandwidth for updates or syncing. Close any apps you do not need before continuing.

  3. Disconnect other devices: Other devices on your network share bandwidth with your testing device. Disconnecting them can free up bandwidth and improve connection stability.

  4. Restart your device: Restarting your device can resolve temporary system or network issues that may be affecting your connection.

  5. Switch networks: Try connecting to a different network, such as a home network or a mobile hotspot, to rule out network restrictions or instability.

Next Steps

  1. Restart your modem and router: Power off your modem and Wi-Fi router for at least one minute, then turn them back on to clear temporary network issues.

  2. Try a different browser: Proctorio supports Google Chrome, Microsoft Edge, Brave, and Opera. If the issue continues, try switching to another supported browser or reinstalling your current browser.

  3. Disable other browser extensions: Some extensions can interfere with Proctorio's ability to establish a secure connection.

    • Type "chrome://extensions" into the address bar or open Extensions > Manage Extensions.

    • Disable or remove all extensions except Secure Exam Proctor.

      The Google Chrome browser extensions management page, accessed by navigating to chrome://extensions in the address bar or through the Extensions menu. The page displays a list of all installed browser extensions, each shown as a card with the extension name, icon, brief description, and a toggle switch to enable or disable it. Most extensions are shown in a disabled or toggled-off state, while the Secure Exam Proctor extension — Proctorio's browser extension — remains enabled. A Remove button is visible on each extension card, allowing permanent uninstallation. This view is part of the connection troubleshooting process, where disabling conflicting third-party extensions can resolve issues with Proctorio's ability to establish a secure connection. Test-takers and administrators are instructed to disable all extensions except Secure Exam Proctor when experiencing connectivity or launch problems during an exam session.

  4. Test your connection: Run a connection test to check for instability, latency, or packet loss. (Jump to Testing Your Connection)

Advanced Troubleshooting

  1. Switch to a different Chrome or Edge profile: Institution-provided profiles may have restrictions that block access to Proctorio.

  2. Temporarily disable firewalls or security software: Firewalls or web filtering tools may block required connections to Proctorio services.

    • If you are using a managed device, you may not have permission to change these settings. Contact your IT team for assistance.
    • IT and network administrators should refer to the Proctorio allowlist documentation.

  3. Disable VPN and proxy services: VPNs and proxy services can block required connections. Disconnect from any active VPN and disable proxy settings, then continue. (Jump to Disabling VPN and Proxy Services.)

Testing Your Connection

Use the free internet speed test sites below to diagnose your connection and identify potential problems.

Interpreting Your Results

  • Ping: Ping measures a connection's lag time or latency, or more simply, the amount of time it takes a site or server to respond to an action, such as clicking a button. The lower the ping time, the faster your connection.

    • 0-50 ms: Acceptable
    • 50-100 ms: May cause prolonged loading.
    • >100 ms: May cause performance issues.

  • Jitter: Jitter is a measure of connection reliability. Your device constantly sends and receives packets of data to and from the sites you visit: Jitter measures how much variation occurs in the time it takes for these packets of data to reach their destination. The higher the jitter, the more unstable or congested your connection, resulting in data loss.

    • <30 ms: Acceptable.
    • >30 ms: May cause reduced video and audio quality.

  • Download: Download speed measures how much data can be downloaded (or received) in a given amount of time; the standard unit of measurement is megabytes per second (Mbps). Download speeds are often less than what is advertised by your ISP and are impacted by several factors. Proctorio does not define a minimum or acceptable download speed.

  • Upload: Upload speed measures how much data can be uploaded (or sent) in a given amount of time; the standard unit of measurement is megabytes per second (Mbps). Upload speeds are often less than what is advertised by your ISP and are impacted by several factors.

    • .092-0.244 Mbps: Minimum requirement for exams with recording options enabled.

Disabling VPN and Proxy Services

Proctorio does not allow the use of proxy servers or virtual private networks (VPNs) while testing (Learn why). Please disable all VPN or proxy services following the instructions below.

If you're unsure if you are connected to a VPN or proxy, try using a free detection service, such as ipapi.is or ipqs, otherwise follow the instructions below.

From Your Browser

  1. Type "chrome://settings/system" into the browser address bar, or open Settings and search for "Proxy."

  2. Select Open your computer's proxy settings.

    The Google Chrome browser settings page for system configuration, accessed by navigating to chrome://settings/system in the address bar or by searching for Proxy within Chrome Settings. The page displays a System section containing a button or link labeled Open your computer's proxy settings, which launches the operating system's native proxy configuration panel. Additional system-level browser preferences may be visible on this page, such as hardware acceleration controls. This view is part of the connection troubleshooting process for disabling VPN or proxy services that can interfere with Proctorio's ability to establish a secure connection during exam sessions. Test-takers are directed to this Chrome settings page as the first step before proceeding to adjust proxy settings directly within the operating system's network preferences on macOS or Windows.

From Your Operating System

Mac OS

  1. Turn off all proxy settings for your active network connection. (Apple Support)
    System Settings > Network > Select Connection> Details > Proxies

  2. Disconnect from any active VPN. (Apple Support)
    Apple menu > System Settings > VPN (if VPN is not listed in the left sidebar, then a VPN is not configured on your device).

Windows OS

  1. Toggle off all proxy settings for your current Wi-Fi or ethernet connection. (Microsoft Support)
    Start button > Settings > Network & internet > Proxy

  2. Disconnect from any active VPN. (Microsoft Support)
    Start > Settings > Network & internet > VPN

Chrome OS

  1. Change Proxy connection type to “Direct Internet Connection”.
    Time > Settings > Network > Select Connection > Select Network > Proxy

  2. Disconnect from any active VPN.
    Time > Settings > Network > Select VPN Connection

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