ProctorU FAQs

ProctorU does not store or have the ability to view your exam results. Please reach out to your institution or instructor directly regarding your results.

chat with our Support Team!

Click Here to visit the scheduling page

Select your Term and the Exam you're taking (You can search by instructor name as well!)

Choose the date and time you'd like to take the exam and clickSchedule.

Depending on your institution’s policy, you may be taken to the payment screen once you add your exam to the schedule. Please provide the necessary information and then click ‘Submit’ to authorize your credit card payment

NOTE:API and LTI integration based institutions use their ownportals and systems. If this is the case, instructions for schedulingare sent directly from your institution. If you need to identify whether or not your institution is integrated,

In order to proctor our exams, we use fancy software called LogMeIn Rescue. This allows us to monitor exams in real-time and help with any technical issues during a proctored session.LogMeIn software is only compatible with Windows and Mac computers/laptops.

MINIMUM

RECOMMENDED

PC

Windows Vista

Windows 10 (10 S is not supported)

MAC

Mac OS X 10.5 or higher

Mac OS X 10.13 High Sierra

Need to test your operating system? Click here

Unsupported Devices

- Chromebooks are not supported unless you are taking the G Suite Certification, Chrome IT Admin, or Google Educator exams.

- Mobile Devices

- Tablets/iPads

- Linux/Unix

- Virtual Machines

- Windows 10S Mode (This can be disabled at your own discretion, however, it CAN'T be undone. Click here to learn how )

Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check

Click here to request a refund

After the ticket is created, you can expect a response within 24 hours.

If the refund is granted, keep in mind that it will take 3-7 business days to process and appear back in your account.

Note: ProctorU can only refund money that was paid to ProctorU. If you purchased your exam through your institution or testing platform please reach out to the appropriate party regarding your refund.

Log into go.proctoru.com

Select a reschedule option or cancel!

click here

For information on Premium Scheduling & Fees, !

If no option to cancel is available, please use the LiveChat feature in your ProctorU account to speak with a Support Agent for additional assistance.

NOTE:API and LTI integration based institutions use their ownportals and systems. If this is the case, instructions for schedulingare sent directly from your institution. If you need to identify whether or not your institution is integrated, chat with our Support Team!

Speakers are an informative check and will not prevent you from testing. If you want to be able to hear the proctor, try using some headphones and check your system again.

Note: Your proctor will ask you to remove your headphones once the exam begins

Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check

A camera is required for your exam so the proctor is able to monitor you while testing. If your camera is not working, try some of the troubleshooting options below.

I'm on Chrome

I'm on Firefox

I'm using a Windows Computer

I'm using a Mac Computer

Quick Tips: The best place to start is to make sure no other program is using the camera. If one is, close it, restart your browser/computer, and try again.

Chrome

Click the Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check Lock Iconon the top left

Find Camera and set toAllow

Refreshthe page

Firefox

Click thelockicon

Click theXnext to the Camera settings if it's blocked

Refreshthe page

ClickAllowwhen prompted

Windows Camera Privacy Settings

Go toStart

OpenSettings

Open Privacy

Open Camera

Under Allow apps access to your camera, turn access On

Click here for additional Windows Camera Troubleshooting

Mac

Click the Apple Icon

Open System Preferences

Open Security and Privacy

Click the Privacy tab

SelectCameraon the left side

Enable the checkboxnext to the browser that you're using

Restart your browserfor changes to take effect and try again

Note: If you're using a Macbook air and these options don't appear, try Firefox instead.

To see our privacy policy, click here.

Need to test your equipment? Click Here!

chat

Visit go.proctoru.com and click Forgot your password? or click this link https://go.proctoru.com/password_resets/new

Provide either your username or the e-mail address associated with your account, then click Submit.If you entered a valid ProctorU account email, a password reset link will be sent.

NOTE:API and LTI integration based institutions use their ownportals and systems. If this is the case, instructions forlogging in are sent directly from your institution. If you need to identify whether or not your institution is integrated, with our Support Team!

Please log into your ProctorU account 2-3 minutes before the scheduled time of the exam.

Live Chat

On the "My Sessions" page on your ProctorU account, there will be a countdown timer showing you how much time you have until your next exam.

When the timer reaches 0:00, a "Start Session" button will appear. Please note, if you log in 15 minutes after your scheduled time, the start button will no longer show under My Sessions.

If you have any difficulty with this process, please reach out to our Support.

Visit our Test-Taker Resource Center to viewhelpful information and videos. This page contains all the information you need to have a successful proctored exam.

NOTE:API and LTI integration based institutions use their ownportals and systems. If this is the case, instructions for creating accounts are sent directly from your institution. If you need to identify whether or not your institution is integrated, chat with our Support Team!

Need to test your equipment? Click Here!

Our proctors cannot access your computer files without your knowledge. Everything they do will be shown on your screen and they cannot perform "hidden" actions. This access is only granted with your explicit permission and after you've clicked a button to confirm.

Proctors have the ability to view the screen and utilize the mouse and keyboard as if theywere sitting next to you. Once the exam starts, your proctor will monitor everything on the computer screen, but can no longer utilize the your mouse and keyboard.

During the entire process, a chat box is running on your computer and you can see what permissions the proctor currently has at any time. The entire chat session log is saved, including a permanent record of what actions the proctor took while accessing your computer.

As long as they don't help with your exam.

Testing with ProctorU requires a strong and stable internet connection to support screen sharing and remote software. Issues with stability or speed may prevent you from testing or may cause issues during your exam. Try some of the tips below if you're experiencing issues with your internet.

Recommended Minimum Speeds

Download 1.5 MBPS

Upload 1 MBPS

Test Internet speeds

Note: Hotspots and tethering are not supported due to stability issues

Tip for Improving Your Internet Connection Speed

Make sure no one else is using the internet while you’re testing. Things like watching Netflix/Hulu or playing online video games,will slow down the connection and may disconnect you from your exam.

Unplug your router and modem for at least 30 seconds. Plug the modem back in and wait 60 seconds, then plug the router back in and wait 2 minutes. Restart your computer. Test your internet connection again.

If on WiFi, connect VIA ethernet cable or move as close to the router as possible. (Keep in mind that no one else can be in your room!)

Need to test your equipment? Click Here!

Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check

Live support is readily available if you are having trouble getting connected with a proctor or other issues preventing you from taking an exam.

Log in to your account.

Look for theChat Nowbottom in the lower right corner of the screen.

Fill out the form and you will be connected with a chat support specialist.

You can also access chat by clicking here.

Premium Scheduling/Rescheduling is a window of time we associate with scheduling an exam.

Premium scheduling is available to most ProctorU users for an additional fee. If you are permitted to take your exam within 72 hours from the time you're scheduling the exam, it is possible you will incur a premium rescheduling fee.

Premium fees vary between two price brackets. If these fees are not covered by your institution, they will be as follows:

Scheduling or rescheduling your exam less than 72 hours in advance will incur an additional $5 - $8 Premium Scheduling fee charge on top of the classic exam fee.

Scheduling or rescheduling your exam less than 2 hours in advance will incur an additional $8 - $12 Premium Scheduling fee charge on top of the classic exam fee.

If you would like to avoid premiums, please be sure to schedule or reschedule any reservations more than 72 hours in advance.

Chrome Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check and Firefox are the only supported browsers.

Ensure that your browser is up to date and you have the ProctorU extension installed

Chrome

Download Chrome

Download the ProctorU Chrome Extension

Update Chrome

At the top right, clickMore

Click Help

Click About Google Chrome

If out of date, Chrome will automatically begin updating and will require that the browser is restarted to take effect.

Firefox

Download Firefox

Download the ProctorU Firefox Extension

Update Firefox

At the top right, click Open Menu

Click Help

Open About Firefox

If out of date, Firefox will automatically begin updating and will require that the browser is restarted to take effect.

Need to test your equipment? Click Here!

ProctorU reservations remain active in your account for 15 minutes past the scheduled time.

If you've surpassed the 15 minute window, you will need to schedule a new exam.

Please follow the steps below:

go.proctoru.com

Visitand log in using your ProctorU user ID and password. If you do not have a ProctorU account, please create one.

SelectSchedule New Sessionand choose the exam you would like to schedule.

Choose the date and time you'd like to take the exam and clickSchedule.

Depending on your institution’s policy, you may be taken to the payment screen once you add your exam to the schedule. Please provide the necessary information and then click ‘Submit’ to authorize your credit card payment.

Please note if you fail to show up for a scheduled exam without notice, you will not be eligible for a refund.

What do I need to have?

Oneform of government-issued photo ID (i.e. driver’s license, passport, military ID, etc.)

Any materials authorized for use by your instructor (scratch paper, pencil, etc.)

A working webcam and microphone

A strong internet connection

A private room

What Materials Are Allowed For My Exam?

Check with your instructor or institution to determine what materials are allowed for your exam. This information may also be listed on your syllabus.

Can I Have Food Or A Drink During My Exam?

ProctorU allows food or a drink in a clear glass/bottle while testing. However, some institutions do prohibit this. Please reach out to your institution if you are unsure.

How Do I Test My Equipment?

Click Here To Test Your Equipment

Where Do I Test My Equipment?

Click Here and login to test your equipment.

To successfully check your equipment, you will need the most up to date version of Chrome or Firefox and the most recent version of the ProctorU Extension. Click here for help updating your browser or extension.

Mac has increased their security features with the release of OS X Catalina. Not following these steps before your starting exam will result in technical issues.

Click the Apple Icon

Open System Preferences

Open Security and Privacy

On the left, scroll down and click Screen Recording

Click the checkbox next to the browser you're using - either Chrome or Firefox

You will be prompted to Quit Now in order for changes to take affect. Do this before your exam time

Note: There may be additional steps needed to allow ProctorU remote access, however, those can not be completed until the time of your exam. The steps above are for a successfulconnection before you're with a proctor.

As much as we would like to offer this feature, we cannot currently do so. If there is a fee for your exam, it must be paid in full before your appointment.

Many school bookstores have ProctorU access cards available that can be purchased in advance with financial aid funds. Contact your campus bookstore for more information.

Yes, there is an additionalcharge added to all exams scheduled less than 72 hours in advance.

For more detailed information on scheduling, please use the LiveChat feature or email [email protected].

A Microphone is required for your exam so the proctor can hear you.If your microphone is not working, try some of the troubleshooting options below.

I'm on Chrome

I'm on Firefox

I'm using a Windows computer

I'm using a Mac computer

Quick Tips: Try using headphones with a microphone built-in or restarting your computer

Chrome

Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check

Click theLock Icon on the top left

Find Microphone and set to Allow

Refresh the page

Firefox

Click the lockicon

Click the X next to the Microphone settings if it's blocked

Refresh the page

Click Allow when prompted

Windows

Right-click the Sound Icon

Click Open Sound Settings

Open Sound Control Panel

Click the Recording tab

Ensure a microphone is enabled by right-clicking the device you want to check

Then click Enable

Ensure the microphone's volume is turned up and unmuted up by right-clicking, then click Properties

Click the Levels tab

Increase Volume and Unmute Microphone if applicable

Click Here for additional Windows Microphone Troubleshooting

Windows Microphone Privacy Settings

Go toStart

Open Settings

Open Privacy

Select Microphone

Under Allow Apps To Access Your Microphone, turn the switch On

Mac

Microphone Settings

Click the Apple Icon

Open System Preferences

Open Sound

Click the input tab

Select the Correct Microphone if multiple active

Check that the selected microphone is picking up the sound by speaking out loud and referencing the input level bar. Try adjusting the input volume bar.

Security and Privacy Settings

Click the Apple Icon

Open System Preferences

Open Security and Privacy

Click the Privacy tab

Select Microphoneon the left side

Enable the checkbox next to the browser that you're using

Restart your browser for changes to take effect and try again

To see our privacy policy, click here.

Need to test your equipment? Click Here!

No, the time for your exam does not start until the exam itself has been opened. The time spent showing your proctor your ID, verifying your identity and securing your testing space does not count toward your exam time.

This varies by institution policy, and exam rules.Your proctor will tell you before yourexam starts if any breaks are allowed and how many you can take. Forclarification on breaks or permitted materials, please contact our Support Team via Live Chat.

This is a common default security setting on Apple devices.You may encounter an error when trying to connect to a proctor depending on your Mac security settings.

Follow these steps to fix it and get connected with a proctor:

ClickApple menu (top left of screen) and select System Preferences

Click Security & Privacyicon here.

Click the General tab.

You may need to click the lock at the bottom left to enable changes.

This will require an administrative password.

Toggle Mac App Store and identified developers and close the window.

Your settings should look like this:

More information on this issue can be found

ProctorU uses a Chrome/Firefox extension and a remote software called LogMeInRescue.

To uninstall LogMeInRescue

Once the chatbox is closed, we no longer have remote access and the download should remove itself automatically. In order for us to remote into your computer at a later time, you would need to download LogMeInRescue again.

To uninstall the extension

Right-click the extension or add-on and click remove

If you are permitted early/late access for an exam, these changes need to be updated in our scheduling system. Your instructor or exam admin would need to send the extension details to our Support team for further assistance.

Extension information must be sent to us from your instructor or exam admin directly, to [email protected]. It must include your full name, the full name of the test, and the date(s) and time(s) that it will be made available for you. Once we have that information we will get everything set up and contact you with further instructions!

Try processing the payment on a different device or browser.

If the issue is not resolved please reach out to your institution or instructor for a new access code.

To receive accommodations for your proctored exam, you will likely need to register with your organization’s exam facilitator or administrator, or your institution's Academic Department of Disabilities. That department should provide you with a form to disclose your accommodation request to your instructor.

Your instructor needs to email [email protected] prior to your scheduled exam(s) with the accommodations needed. ProctorU does not need any information about your disability. Your institution or instructor needs to send the following information about you:

First and last name

ProctorU email address

Accommodation information (ie: extra time, bathroom breaks, permitted use of a screen reader, a person in the room for extra assistance, etc.)

The name of the exam(s) that the accommodations will cover

If accommodations apply to multiple exams from the same instructor, only one email will be needed stating that the accommodations will cover all of your exams for that particular class.

If you have questions about accommodations, please email [email protected].

Troubleshooting steps for Flash Check Fail viahttps://test-it-out.proctoru.com/

How to install Flash by browser

Still having issues passing the equipment check? Click here to connect with a live representative to do a manual check Chrome

Flash is built in to Chrome. As long as Chrome is up-to-date, the most recent version of Flash should be installed.

Try enabling Flash from the address bar before following the steps below.

Navigate to Help >Aboutto check for Chrome updates. On a Mac, clickChrome in the top menubar >About Google Chrome.

Type chrome://components/into your address bar and check for an Adobe Flash update.

If Flash is still not showing:

Navigate to chrome://settings/content/flash?search=flash

Verify the browser is not blocking ProctorU.com or Flash.

HERE is a helpful Google Support article on updating Flash.

Firefox

Type about:addonsin your address bar. If Adobe Flash is not showing, navigate to https://get.adobe.com/flashplayer/

Uncheck Optional Offers

Click Install Now

Download & install Adobe Flash

Once installation complete, close Firefox completely, reopen and try our equipment check.

If Flash is showing on the Addons page, make sure it is set to Ask to Activate on the dropdown menu on the right.

HERE is a helpful Mozilla Support article on updating Flash.

Blocked Port 1935: Next Steps

What is port 1935?

Blocked ports are usually the result of being on a public or shared network.

Port 1935 is a necessary port that is used for the transfer of video sharing over your network connection. If you are connecting through a work or school network, this may be blocked by your network administrator. If you are connecting through a home network, it may be blocked by a firewall or anti-virus software.

What should I do next?

You may add an exception for port 1935 in your firewall, or you may disable it for the duration of your exam. If you're unsure how to do this, we advise that you contact your internet service provider for assistance. If you're in a public location, such as work or a library, please contact the IT Administrator for assistance.

Ready to test your equipment? Click here

How do I add or remove and enrollment from my ProctorU account?

Visit go.proctoru.com and log in using your ProctorU user ID and password. If you do not have a ProctorU account, please create one.

On any page once logged in, click your name on the top right of the page.

Select Account Settings.

Scroll down till you reach Enrollments.

Select Add Enrollment if you are looking to add another institution to your account or select Remove Enrollment if you need to remove an institution from your account.

After making all the appropriate changes to your account, to solidify the changes, you will need to select Update Account.

Click Apple Menu > System Preferences.

ClickKeyboardin the System Preferences window.If your list looks different, type Keyboardin the search pane in the top right of the System Preferences window.

Click the Shortcutstab in the Keyboard window.

Click Screen Shotsin the list on the left of the Shortcuts tab.

Check the boxes for all shortcuts you wish to re-enable.

Close the window.

When scheduling an exam, schedule for the time zone that you will be located in at the time of your exam, not the time zone of your institution.

Click Here For Help Determining The Correct Time Zone

Click Here To Change Your Timezone In Your ProctorU Account Settings

Click Here For Help Scheduling

https://support.microsoft.com/en-us/help/4020089/windows-10-in-s-mode-faq

When beginning your ProctorU session, you could be asked to enter a 6 digit PIN code.

If you see this, this means your computer is running Windows 10 S mode.

Unfortunately, Windows 10 S mode is NOT supported by ProctorU. Please follow the directions linked below to switch your computer out of S mode, and try to begin your session again.

Click on the second link from the top, labelled "How do I switch out of S mode?"

Please note: Once you switch out of S mode, Windows is not able to revert back to S mode. This change is permanent.

If you are unable to, or do not want to, change your operating settings; a different computer or device will be required to complete your ProctorU appointment.

Data for the identity challenge questions come from a consumer database. ProctorU does not generate these questions directly. The data are public records collected primarily from state and federal government sources.

Federal and state laws place restrictions on the use of some of these sources, but some information is considered in the public domain, meaning anyone has access to it. Information in the public domain often includes telephone directory listings, professional registries, and classified ads.

ProctorU does not know the answers to these questions, nor does it store your responses to them.

Click Here for information on privacy, data security, and accessibility