Exam Start Errors

Overview

Test-takers may encounter different error messages when attempting to start an exam. This article provides troubleshooting steps organized by role to help quickly resolve common issues. If the error cannot be resolved, start a chat with a Proctorio Support agent for assistance.

Access Code or Password Required

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.

An error screen or browser prompt displayed when a test-taker attempting to start a Proctorio exam is unexpectedly asked to enter an access code or password. The message indicates that the exam requires a password or access code, which should not appear during a properly configured Proctorio assessment. This error typically results from a browser, device, or setup issue rather than an intentional security requirement. Test-takers are never required to enter an access code or password to take a Proctorio assessment. Recommended troubleshooting steps described in the article include reloading the exam page, confirming use of a supported browser such as Google Chrome, Microsoft Edge, Brave, or Opera, verifying the Secure Exam Proctor extension is installed and enabled, clearing the browser cache, and restarting the device if the issue persists.

For Test-takers

  1. Reload or refresh the exam page.
  2. Confirm a supported browser is being used (Google Chrome, Microsoft Edge, Brave, or Opera).
  3. Confirm the Secure Exam Proctor extension is installed and enabled.
  4. Clear your browser cache and restart your browser.
  5. Restart the device.

If the issue persists, see the additional Access Code or Password troubleshooting steps.

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.

Caution: Exam administrators and staff must always create or edit Proctorio assessments in a supported browser with the Secure Exam Proctor extension installed and enabled to prevent configuration issues.

Add the Proctorio Extension

The Secure Exam Proctor extension is required for most proctored exams. To fix this error, go to https://getproctorio.com to install or enable the extension.

An error message displayed in the browser when a test-taker attempts to start a Proctorio exam without the Secure Exam Proctor extension installed or enabled. The screen prompts the user to install or enable the extension, which is required for most proctored exams. The message likely includes a call to action directing the test-taker to visit getproctorio.com to complete the installation or re-enable the extension in their browser. This error appears in the Exam Start Errors troubleshooting article under the section for adding the Proctorio extension. The Secure Exam Proctor extension must be present and active in a supported Chromium-based browser for the proctoring system to initialize and allow exam access. Test-takers using unsupported browsers will also need to switch to a compatible option such as Chrome, Edge, Brave, or Opera.

Unable to Use Mobile

Not all exams support mobile testing, and some devices may not meet requirements. If your exam allows mobile testing, try another supported iOS or Android device. Otherwise, use a desktop or laptop to complete your exam, or contact your exam administrator for support and available options.

An error notification displayed within a Proctorio-enabled exam environment, indicating that the current mobile device cannot be used to complete the proctored assessment. The screen presents a message stating that not all exams support mobile testing and that the device in use does not meet the requirements for this particular exam. The error prompts the test-taker to switch to a different supported iOS or Android device if the exam permits mobile testing, or to use a desktop or laptop computer to complete the session instead. A suggestion to contact the exam administrator for further support and available options is also displayed. The layout follows Proctorio's standard error screen style, with clear instructional text centered on the page to help the test-taker understand the issue and take appropriate corrective action.

LTI Tool Missing

The “Secure Exam Proctor” LTI tool must be added to a course to deliver or take Proctorio exams. Follow the troubleshooting steps below based on your role.

An error screen displayed within a learning management system course, indicating that the Secure Exam Proctor LTI tool is missing and has not been properly configured for the course. The message informs the user that the LTI tool must be added before Proctorio exams can be delivered or taken. The error may appear to test-takers due to a slow or unstable connection, or to exam administrators when the Secure Exam Proctor tool has not been published or linked correctly within the course. The interface displays the error in a standard LMS notification style, with the tool name prominently referenced. This screen guides both test-takers and administrators toward corrective steps, such as reloading the page, clearing the browser cache, or verifying the Secure Exam Proctor tool's configuration and publication status within the course settings.

For Test-takers

This error can appear on a slow or unstable connection. If it continues, try the following steps:

  1. Reload or refresh the page.
  2. Clear your browser cache and restart your browser.
  3. If possible, try testing in a different supported browser.
  4. If possible, try testing on a different device or network.
  5. Contact your exam administrator if the issue persists

For Exam Administrators

If multiple test-takers report an “LTI Tool Missing” error, try the following steps:

  1. Confirm the Secure Exam Proctor tool is added to the course, published, and visible to students (see Adding the Proctorio Tool to Your Course).

  2. Confirm the tool name has not been altered: It should read “Secure Exam Proctor” or “Secure Exam Proctor (Proctorio)”.

  3. Confirm the exam title tag has not been altered: The text “(Remotely Proctored)” or “(Secure Browser)” should appear at the end of the exam title.

  4. Click the Secure Exam Proctor link in the course to verify the tool is installed. If you see the same LTI or another error, contact Proctorio Support.

Note: If both administrators and test-takers experience the same error in the same location, a network firewall or filter may be blocking the LTI tool. Share the Proctorio Allowlist with your network administrator to ensure Proctorio is not being blocked.

Quiz is Broken

A red error banner displayed at the top of an exam start page within a learning management system, indicating a configuration problem with the proctored assessment. The banner reads: "This quiz is broken and cannot be taken at this time. Please reach out to the exam administrator and ask them to re-save the exam." The rest of the exam start page is visible below the banner, with standard quiz details and navigation elements in their usual positions. The red color of the banner draws immediate attention to the critical issue, preventing test-takers from beginning the assessment. This error occurs when Proctorio settings are not successfully applied to the exam, requiring an administrator to open and re-save it in a supported browser such as Google Chrome, Microsoft Edge, Brave, or Opera to restore proper configuration.

If Proctorio settings are not successfully applied ttexto an exam, test-takers will see a red banner at the top of the assessment start page that reads: "This quiz is broken and cannot be taken at this time. Please reach out to the exam administrator and ask them to re-save the exam."

For Test-Takers

Notify your exam administrator immediately. They must take action to resolve the issue.

For Exam Administrators

The exam must be re-saved to resolve the configuration error.

  1. Open the exam in a supported browser (Google Chrome, Microsoft Edge, Brave, or Opera) with the Secure Exam Proctor extension installed and enabled.

  2. Edit the exam and re-save it.

Caution: Exam administrators and staff must always create or edit Proctorio assessments in a supported browser with the Secure Exam Proctor extension installed and enabled to prevent configuration issues.

Exam Passwords Are Out of Sync

Proctorio automatically secures the exam with a password that is entered by the Proctorio extension, ensuring the assessment is taken with proctoring enabled. Test-takers are never prompted to enter the password themselves.

If the exam password does not match the one recognized by Proctorio, the following error appears: “Exam passwords are out of sync, please contact your professor or TA for assistance.”

For Test-Takers

First, notify your exam administrator in case they need to take action. You may also be able to resolve the issue by trying one or more of the following:

  1. Disable, then re-enable the Secure Exam Proctor extension
  2. Remove and re-add the Secure Exam Proctor extension
  3. Check for browser updates
  4. Try a different supported browser (Google Chrome, Microsoft Edge, Brave, or Opera)

For Exam Administrators

The exam must be re-saved to resync the passwords.

  1. Open the exam in a supported browser (Google Chrome, Microsoft Edge, Brave, or Opera) with the Secure Exam Proctor extension installed and enabled.

  2. Edit the exam and re-save it.

Caution: Exam administrators and staff must always create or edit Proctorio assessments in a supported browser with the Secure Exam Proctor extension installed and enabled to prevent configuration issues.

Unable to locate my exam

Proctorio exams are not accessed through the Proctorio website. You will access your exam through your institution's learning management system (LMS) or assessment platform.

  1. Confirm you are on the correct site.
  2. Contact your exam administrator and confirm your exam is available and published.

Unable to start my exam

If you are unable to start your exam and are not receiving a specific error message, try the following steps.

  1. Confirm the Secure Exam Proctor extension is installed.
  2. Confirm you are using a supported browser: MS Edge, Google Chrome, Brave, or Opera.
  3. Clear your browser history and cache and restart your browser.
  4. Disable all other browser extensions.
  5. Confirm the Secure Exam Proctor extension has access on all sites (right-click; select Manage Extension).

Error Codes

Error codes may appear when Proctorio cannot establish a secure connection.

Code Explanation
1337 Proctorio has temporarily blocked your IP address due to suspicious activity. Blocks may remain in place for up to 24 hours; please contact Proctorio Support for assistance.
1338 Proctorio has detected an application on your device that is intercepting all internet traffic. Please temporarily disable any known proxy, virtual private network (VPN), or other security applications that may be routing your web traffic. If you are using a managed device provided by your school or employer, you may need to contact your IT team for further assistance.
1339 Proctorio has detected a third-party that is intercepting all internet traffic. This error is most common when trying to test on a secure network managed by a school, office, or other testing facility. Please temporarily disable any known proxies, virtual private network (VPN), or other security services that may be routing your web traffic; you may need to contact your IT team for further assistance.
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