Access Code or Password Required

Overview

Test-takers are never required to enter an access code or password to take a Proctorio assessment. If an access code or password prompt appears when the assessment is launched, it’s likely the result of a browser, device, or setup issue. The steps below explain how to resolve the issue based on role.

A browser screenshot showing an access code or password prompt appearing when a test-taker attempts to launch a Proctorio-proctored exam. The dialog or overlay is displayed over the exam launch page, requesting credentials the test-taker has not been provided. A brief note or banner may indicate that this prompt is unexpected and should not normally appear during a Proctorio assessment. The surrounding context suggests the issue stems from a browser, device, or configuration problem rather than an intentional access restriction. The interface reflects a standard LMS exam entry point where the Secure Exam Proctor extension should already be active, emphasizing that this prompt represents an error state requiring troubleshooting steps such as reloading the page, switching browsers, or reinstalling the Secure Exam Proctor extension to resolve the issue.

For Test-Takers

Try the following steps in order. If the problem continues, move to the next section. You may need to use a different device or network if all steps fail.

Quick checks

  1. Reload the exam page: Refreshing the page can often resolve the issue.

  2. Confirm you are using a compatible browser: Proctorio supports Google Chrome, Microsoft Edge, Brave, and Opera.

  3. Confirm the Secure Exam Proctor extension is installed and enabled: Check that the extension is available in your browser.

    • Select Extensions and confirm Secure Exam Proctor is listed.
    • If not listed, go to https://getproctorio.com to add the extension.
    • If listed, select Manage Extensions to confirm it is enabled.

  4. Confirm your exam is proctored by Proctorio: Most Proctorio exams include “(Remotely Proctored)” or “(Secure Browser)” in the exam title. Your exam instructions should also include a message stating the exam will be monitored by Proctorio. If unsure, contact your exam administrator.

  5. Restart your device: Use the restart option to resolve temporary glitches, clear corrupted data, and install pending updates. Do not use the power off option.

Next steps

  1. Disable all other browser extensions: Other browser extensions may interfere with page functionality and prevent the Proctorio extension from loading or connecting properly. See Disabling other extensions.

  2. Reset the Secure Exam Proctor extension: Resetting or reinstalling the extension can resolve configuration errors.

    1. Type "chrome://extensions/" into the address bar and press Return. (Alternatively, open Extensions > Manage Extensions.)

    2. Locate Secure Exam Proctor and toggle it off and on.

    3. If the issue persists, select Remove; then re-add the extension by visiting https://getproctorio.com.

  3. Confirm the extension has access to all sites: The extension needs permission to access all websites to function properly.

    1. Right-click the extension shield icon and select Manage Extension.

    2. Under Site Access, select On all sites from the dropdown menu.

    3. See Extension Settings for more information.

  4. Check for browser updates: Older browser versions may not support newer web features.

    1. Type chrome://settings/help into the address bar and press Return to check for updates.

    2. Alternatively, open the browser settings menu and select Help > About "Your Browser".

    3. See Updating Your Device for more information.

  5. Restart your modem and router: Turn off your modem and WiFi router for at least one minute to clear temporary issues.

Advanced troubleshooting

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

    1. Sign out of your school or work profile. (See Chrome help or Edge help)

    2. Select or add a new profile. (See Chrome help or Edge help)

    3. Go to https://getproctorio.com to add the extension to your new profile.

  2. Troubleshoot your internet connection: Disable any virtual private networks (VPNs), proxy servers, or virtual machines, as these are not permitted by Proctorio. See Connection Troubleshooting for more information.

  3. Scan your device for malware or spyware: Malicious software can interfere with browser extensions. Visit https://www.malwarebytes.com to download and run a free scan.

For Exam Administrators

If multiple test-takers are prompted for an exam access code or password, the exam may be misconfigured. This can happen if the exam was edited in an unsupported browser or without the Secure Exam Proctor extension active.

  1. Open a supported browser with the Secure Exam Proctor extension installed and enabled.

  2. Open the exam in your LMS or assessment platform. If Proctorio detects a configuration issue, it will attempt to correct it and reapply the exam settings.

  3. Save and close the exam.

For Platform & Network Administrators

Check for Network Firewalls and Filters: If many or all test-takers are on a secured network, firewalls or filters may block the Secure Exam Proctor extension from establishing a secure connection. Contact your network administrator and reference the Help Center article: Proctorio Allowlists.

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