Proctorio Troubleshooting and Support (Non-Nursing Students)

Setup Proctorio

Windows

Follow the steps below to setup Proctorio on Windows devices:

1. Ensure you are using the latest version of Google Chrome (download Google Chrome here).
   • Double click the installer file and follow the instructions. 
2. Once Chrome is downloaded, navigate to getproctorio.com and install the Proctorio Google Chrome extension.
   
3. Ensure your webcam and microphone work properly.
   • Check to make sure you camera works in Chrome at https://webcamtests.com/. Click the Test my Cam button and wait for the test to complete.
   • Check to make sure your microphone works in Chrome at https://www.onlinemictest.com/. Select the Play button. If the lines move when you talk, the mic is working properly. 

Mac 

Follow the steps below to setup Proctorio on Mac devices:

1. Ensure you are using the latest version of Google Chrome (download Google Chrome here).
   • Drag Chrome into your applications folder. Then launch it from there.
2. Once Chrome is downloaded, navigate to getproctorio.com and install the Proctorio Google Chrome extension.
   
3. Ensure your webcam and microphone work properly.
   • Check to make sure you camera works in Chrome at https://webcamtests.com/. Click the Test my Cam button and wait for the test to complete.
   • Check to make sure your microphone works in Chrome at https://www.onlinemictest.com/. Select the Play button. If the lines move when you talk, the mic is working properly.

Take a Proctored Exam

Follow the steps below when you are ready to take a proctored exam:

1. Review the assignment details, then click Begin.
2. A message will populate with a reminder to take the exam in the Chrome browser. Click Continue to start the precheck steps.
   • If you have not yet added the Proctorio extension, do so now by clicking on the browser extension link. 
3. Take a few minutes to review the Before you Begin page.
4. Click Start exam pre-checks to begin the pre-check.
5. Proctorio will perform a system diagnostics test to ensure you connection is secure before proceeding.
6. You may be asked to grant permission for Proctorio to access your webcam or microphone. Click Allow. 
7. Proctorio may ask to perform a desktop check.
   • Click on the tile that shows your assignment, and then click Share.
   • If your instructor requires video recording, you’ll need to ensure your webcam is connected and working properly. On the Systems Diagnostic Test page, make sure you see your face in the frame. If you do not, click on the link that says Don’t see yourself above?
8. If an ID check is required, you will need to have a photo ID ready.
   • Ensure the lighting is good and hold up your ID to the webcam, aligning the ID against the green outlined box. 
   • Tip: If you are having trouble with your ID card capturing, click on the Having trouble? link below the box to manually enter card information.
9. You may be prompted to perform a room scan during your exam. Click I understand to continue.
10. The final pre-check step is the exam agreement. Take a few minutes to review the agreement. When you are ready to begin your assignment, click on I accept, begin exam now.
11. Once you are finished, click Done and return your webcam or laptop to your original position.
12. You are now ready to begin your assignment. 

Troubleshooting Proctorio

To avoid problems, follow the suggestions below:

• Do not attempt to take the exam on a tablet or mobile device. A computer plugged into a power source should be used.
• Use a reliable internet connection.
  • Hard-wire into the internet when possible.
  • Internet hotspots are not recommended.
• Before starting the exam, restart the computer.
• Close all other apps that may be open.
• Close all other tabs on Chrome.

Troubleshooting

If you encounter issues with Proctorio, follow the steps below to troubleshoot the issue:

• Use the most updated version of Chrome.
• Install the web component/browser extension.
  • For installation steps, visit this link. 
  • Ensure that the Proctorio extension is allowed on all sites.
    • To check this, please go to the three dots in the top right-hand corner of your browser.
    • Navigate to More Tools and then Extensions. Here you'll see the list of all extensions installed.
    • Locate the Proctorio extension, click on Details and in the Site access section choose On all sites.
• Log in with your Cedarville University credentials. 
• Check that your device meets the minimum system requirements as outlined in this link. 
• Clear your cache and cookies using the process outlined in this link. 
• Restart your computer.
• Ask others in your home or at your location to refrain from connecting to the WiFi while you are taking your exams. If others need to connect to the WiFi, ask them to refrain from video streaming, gaming, or other high internet bandwidth usage activities. This will help to maximize internet speed.

Passcode

Students should never be prompted for a passcode or access code when they are in Chrome with the Proctorio extension installed. When this happens, it means Proctorio is being blocked on their computer. To fix this, follow the troubleshooting steps above. 

If your attempts to troubleshoot the issue did not work, contact Proctorio support using the contact information below. 

RAM

Students may still begin the test. It is best to open up a Live Chat as Proctorio's Support Desk has a lot of tips and tricks to ensure this gets resolved without causing any issues

Contact Proctorio

If none of the troubleshooting processes worked, reach out to Proctorio using one of the methods below:

• Live Chat: Access the live chat by clicking on the extension icon and starting a
  chat once you are in the exam.

• Phone: Contact Proctorio support by phone:
  • 866-948-9248
  • 480-428-4089
• Email: support@proctorio.com
• Proctorio Help Center: Reference the Proctorio Help Center.
• Proctorio User Guide: Reference the Proctorio Quick Start guide.