Trouble shoot Proctorio

Updated on 19 Jan 2023
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Discover some common issues with Proctorio and learn how to respond to those.

Providing exams that candidates can take at home on their own computer involves some minor risks compared to controlled environment, like a test center.

Proper preparation will considerably limit the risk of issues. And knowing what could possibly go wrong, too.

Below you can find common issues and how to prepare for them:

Common issues

Subject	Description	Solution
Power outage	A power outage could happen and could result in no internet connection or closing the computer	A internet connection is needed to continue the exam. When internet connection is available, you can continue where you left of by loggin in again.
Battery died	When using a laptop and battery dies	Make sure your laptop is in the charged before starting, however if it happens the candidate will need to continue the exam and re-do the proctorio onboarding
Mobile Hotspot default on	Some candidate have by default a mobile hotspot turned on, this could lead in switching between connection and leads to internet connections and a higher suspicion level of switching IP -addresses	Before starting exam, advice to turn off hotspot. Advise is to always use a good internet connection
VPN	A VPN connection is not allowed during the exam	Before the exam: 1. Use the VPN to download Google Chrome and the Proctorio plug-in via https://getproctorio.com/ 2. Make sure your internet connection is stable. 3. When you can't download Chrome and/or the plugin, please use the Microsoft Edge browser. The plug-in can be downloaded via https://getproctorio.com/edge Please make sure to use the most recent version of Edge!
404 error	Candidate receives an 404 error during onboarding	Try to reinstall the Proctorio plug-in. To do this, click on the three dots at the top right corner in Chrome (or on settings in the taskbar). Now select extensions. Here you can remove Proctorio and then reinstall it. After you have reinstalled Proctorio, go to the three dots again -> more tools -> clear browser data -> delete everything. After this, reboot the browser.
ID Scan	Wrong scan	You can refresh the page of the exam. The consequence is that you will have to pass all the initial Proctorio checks, including your room-, desk- and ID-scan!
Internet connection issues	A candidate could experience internet connection issues	Are you able to set up a hotspot? If so, set it up and test it prior to the start of the exam since you're not permitted to use your phone during the exam.
Microphone issue		Check if your (external) microphone is configured correctly in Chrome and whether permission has been granted within Chrome. You can do this by clicking on the three dots at the top right corner in Chrome, then click on settings, then on site settings, then on microphone. Only applicable when using an external microphone: disable the built-in microphone completely in computer management -> device management -> audio input and output -> choose your microphone -> disable. Then (re)connect the external microphone. If this not works, reboot the device completly Otherwise re-install Proctorio plugin, see...
Webcam #1	During onboarding webcame issues	Check if your (external) webcam is configured correctly in Chrome and whether permission has been granted within Chrome. You can do this by clicking on the three dots at the top right corner in Chrome, then click on settings, then on site settings, then on webcam/camera. Only applicable when using an external webcam: disable the built-in camera completely in computer management -> device management -> camera -> choose your webcam -> disable. Then (re)connect the external webcam.
Webcam #2	During onboarding webcame issues	Please reboot your device completely.
Webcam #3	During onboarding webcame issues	Try to reinstall the Proctorio plug-in. To do this, click on the three dots at the top right corner in Chrome (or on settings in the taskbar). Now select extensions. Here you can remove Proctorio and then reinstall it. After you have reinstalled Proctorio, go to the three dots again -> more tools -> clear browser data -> delete everything. After this, reboot the browser
Monitor	Depending on the lock down options it could be multiple monitors are accepted.	Be aware only 1 screen is recorded, we advice to only allow 1 monitor via the lockdown options
Roomscan	Cannot pass roomscan	Please let the candidate contact the proctorio Chat support

Possible reasons to be kicked out of the exam

Subject	Description
No internet connection	If the candidate does not have internet for 2 minutes, the candidate will be removed from the exam. The candidate is still able to continue where they left off by opening Cirrus again, once internet is restored or a different internet connection is used. Please keep in mind the candidate needs to do the proctorio onboarding steps again.
Connection with Proctorio lost	Happens very rarely, but a heartbeat functionality is active during the exam which a candidate will not notice. Cirrus is checking every 5 min connection (to be seen in invigilation extended logs). In case something happended with the connection between Cirrus/Proctorio, the candidate will be kicked out the exam and is able to onboard again.
Full screen	When using fullscreen mode (Lenient, Moderate, Severe) candidate will be removed from the exam. Candidates can onboard again in Cirrus.
F12/ or using inspector	It's not allowed to use the browser inspector or the shortcurt f12 to go to the inspector. The candidate will be instantly removed from the exam
More scenario's	Proctorio might have other scenario's in which candidates will be removed from the exam. Not all are mentioned above. Feel free to inform Cirrus to get this information more up to date.

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Possible reasons to be kicked out of the exam