Troubleshooting

This section outlines common errors test-takers may encounter when starting a Proctorio exam and how to resolve them. It covers issues like missing extensions, outdated browsers, invalid exam setups, and...

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.

This section explains how to disable all browser extensions except the Secure Exam Proctor extension to meet exam requirements or resolve technical issues. It provides instructions for accessing the extensions...

Learn how to disable multiple displays to meet Proctorio exam requirements. If multiple displays are detected, you must physically disconnect them. Find troubleshooting steps for Mac, Windows, and Chrome OS...

This section provides troubleshooting steps for resolving issues with the Proctorio Secure Companion App. It includes guidance on verifying admin privileges, updating your browser and operating system, adjusting firewall or antivirus settings, and restarting your device. If problems persist...

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.

This section provides guidance for resolving camera issues that prevent test-takers from starting a Proctorio exam. It includes basic troubleshooting steps like restarting the device, checking permissions, and testing the camera, as well as advanced instructions for...

This section provides guidance for resolving microphone issues that may prevent test-takers from starting a Proctorio exam. It outlines basic troubleshooting steps like restarting your device, checking site permissions, testing microphone input, and...

This section helps test-takers resolve screen sharing issues that can prevent them from starting a Proctorio exam. It provides steps like selecting a screen to share, checking for hidden pop-up windows, updating the browser, and adjusting...

This section addresses common internet connection issues that may occur before or during a Proctorio exam. It explains potential error messages, how to test your internet speed, and what ping, jitter, and upload speeds mean for exam performance. It provides detailed...

This section provides guidance for resolving issues during the Webcam Image Test, a pre-check step used to confirm the test-taker's face is clearly visible. It addresses common errors such as blank images, poor lighting, incorrect positioning...

This section explains possible reasons why exam content may not load, such as internet instability, browser compatibility issues, device limitations, or blocked content. It provides troubleshooting steps including clearing your cache, disabling other extensions...

The Invalid or Suspended Account message usually indicates an LTI configuration issue or a user-role mismatch within the learning management system. In most cases, an LMS or platform administrator can resolve the issue. If it persists, contact your Proctorio account manager for assistance.

This section explains what to do when the Authorization token has expired message appears, usually due to inactivity or session timeout in your LMS. The issue is typically resolved by refreshing the page and...

Third-party cookies are required for Proctorio to function properly. If third-party cookies are blocked, a crossed-out eye icon will appear on the right side of the address bar. Learn how to allow them for individual sites or...

Coming soon.