Mobile App Troubleshooting
Overview
Mobile app proctoring is configured by the exam administrator, so not all exams support it. Some devices may also not meet the system requirements. If you encounter issues starting your exam on the Proctorio Mobile App, use the troubleshooting steps below.
Launch Troubleshooting
Unable to use mobile
This message typically appears because the exam administrator has not enabled mobile app proctoring for the exam. In some cases, it may also appear if your device does not meet the system requirements.
Try the following steps:
- Try a different device. If your current device does not meet the system requirements, use a different iOS or Android device that is compatible with the mobile app.
- Verify that mobile app proctoring is enabled. Contact your exam administrator to confirm that mobile app proctoring has been enabled for this exam.
- Use a desktop or laptop computer. If mobile app proctoring is not available for your exam, complete the exam on a desktop or laptop computer with a supported browser.
Device not recognized
If you open your exam in the browser and only see the options Add the Proctorio Extension or Use Mobile – Scan QR Code, the Proctorio Mobile App is unable to identify your device as a mobile device. This most commonly occurs on iPads using Safari.
To continue:
- Tap either the Add Extension button or the QR code image. Selecting either option should redirect you to download the app, or launch the app if it is already installed on your device.
- Install the Chrome browser on your mobile device. Once installed, sign in to your assessment platform, open your exam, and tap Launch Mobile App.
Pre-check Troubleshooting
Back camera obscured
Make sure your hand or device cover is not blocking the rear camera. The rear camera may be required to scan your ID and complete a desk scan.
Bluetooth detected
Bluetooth must be disabled before starting your exam. Follow the steps for your device below.
iOS devices: Swipe down from the top-right corner of your screen and tap the Bluetooth button to disable it.
Android devices: Swipe down from the top of your screen to open Quick Settings and tap the Bluetooth button to disable it. You can also go to Settings > Connected devices > Connection preferences > Bluetooth and turn off the Bluetooth toggle. Steps may vary by device model and Android version. See the Android Help article for more information.
Additional Troubleshooting
If you continue to have trouble accessing your exam on the Proctorio Mobile App, try the following steps:
Clear the app storage. Locate the Proctorio Mobile App icon, press and hold it, then select App Info > Clear Storage. (This step varies by device. For example, Xiaomi devices display an exclamation mark icon instead of App Info, but it performs the same function.)
Reinstall the Proctorio Mobile App. Locate the app icon, press and hold it, then select Remove. After uninstalling, return to your exam link in your learning platform and reinstall the app from there.
Update your browser. Open Chrome, tap the three dots in the upper-right corner, then go to Settings > About Chrome. Your current version is displayed, along with an option to update if one is available.
If the issue persists after completing these steps, contact your exam administrator for further assistance or start a chat with a Proctorio Support agent.
