Discover common issues with Proctorio and how to resolve them.
Delivering exams that candidates take at home on their own device involves some risks compared to controlled environments such as test centres. Proper preparation significantly reduces the risk of issues.
Common issues and recommended responses:
| Subject | Description | Solution |
|---|---|---|
| Power outage | A power outage may result in loss of internet or a closed computer. | An internet connection is required to continue the exam. Once the connection is restored, the candidate can log in again and continue where they left off. |
| Battery died | Laptop battery runs out during the exam. | Ensure the laptop is fully charged before starting. If it happens, the candidate must continue the exam after completing the Proctorio onboarding again. |
| Mobile hotspot enabled | Some candidates have a mobile hotspot enabled by default, which can cause connection switching and a higher suspicion level due to changing IP addresses. | Advise candidates to turn off the hotspot before starting and always use a stable internet connection. |
| VPN | A VPN connection is not permitted during the exam. | Before the exam: (1) Use the VPN to download Google Chrome and the Proctorio extension via https://getproctorio.com/. (2) Ensure the internet connection is stable. (3) If Chrome or the extension cannot be downloaded, use Microsoft Edge. The extension can be downloaded via https://getproctorio.com/edge. Ensure the most recent version of Edge is installed. |
| 404 error | Candidate receives a 404 error during onboarding. | Reinstall the Proctorio extension: click the three dots in Chrome, select Extensions, remove Proctorio, and reinstall it. After reinstalling, go to the three dots again → More tools → Clear browsing data → Delete everything. Restart the browser. |
| ID scan | Incorrect scan. | Refresh the exam page. Note: this requires the candidate to complete all initial Proctorio checks again, including room, desk, and ID scans. |
| Internet connection | Candidate experiences connection problems. | Set up a mobile hotspot if available and test it before the exam starts. Candidates must not use their phone during the exam. |
| Microphone | Microphone not working. | Check whether the microphone is configured correctly in Chrome and that permission has been granted. Go to Chrome settings → Site settings → Microphone. For external microphones: disable the built-in microphone in Device Manager → Audio inputs and outputs, then reconnect the external microphone. If this does not resolve the issue, restart the device or reinstall the Proctorio extension. |
| Webcam (option 1) | Webcam issues during onboarding. | Check whether the webcam is configured correctly in Chrome and that permission has been granted. Go to Chrome settings → Site settings → Camera. For external webcams: disable the built-in camera in Device Manager → Cameras, then reconnect the external webcam. |
| Webcam (option 2) | Webcam issues persist. | Restart the device completely. |
| Webcam (option 3) | Webcam issues still unresolved. | Reinstall the Proctorio extension: click the three dots in Chrome, select Extensions, remove Proctorio, reinstall it, clear browsing data, and restart the browser. |
| Multiple monitors | Depending on lockdown settings, multiple monitors may be permitted. | Note that only one screen is recorded. We advise allowing only one monitor via the lockdown settings. |
| Room scan | Candidate cannot pass the room scan. | Direct the candidate to Proctorio Chat support. |
Possible reasons a candidate is removed from the exam
| Subject | Description |
|---|---|
| No internet connection | If the candidate has no internet for 2 minutes, they are removed from the exam. Once the connection is restored or a different connection is used, the candidate can continue where they left off. Note that the Proctorio onboarding steps must be completed again. |
| Connection with Proctorio lost | This happens rarely. A heartbeat check runs every 5 minutes during the exam (visible in the invigilation extended logs). If the connection between Cirrus and Proctorio is interrupted, the candidate is removed and can onboard again. |
| Full screen | When using full-screen mode (Lenient, Moderate, or Severe), leaving full screen removes the candidate from the exam. The candidate can onboard again. |
| Browser inspector | Using the browser inspector or the F12 shortcut is not permitted. The candidate is immediately removed. |
| Further scenarios | Proctorio may remove candidates in additional scenarios not listed above. Contact Cirrus to report additional scenarios and keep this information current. |