Common Troubleshooting Tips for Proctorio
1. Blackboard Test Taking Tips
- Before students attempt taking an exam within Blackboard, it is recommended that students log out of all sessions of Blackboard, and close out of Chrome to begin a fresh session. For more information about Blackboard Test Taking Tips, watch the video below.听
2. Ensure Google Chrome is Updated
- If an update is pending, the arrow icon in the upper right-hand corner will be colored:听
- Green: An update was released less than 2 days ago
- Orange: An update was released about 4 days ago
- Red: An update was released at least a week ago
- Green: An update was released less than 2 days ago
- For further information, click the following link:
3. Clear Cache and Cookies
4. Password Error
- Typically, this means the student did not click on the 鈥淪ecure Exam Proctor鈥� link within the Blackboard site.
- It is recommended to 鈥減in鈥� the Proctorio extension to your Google Chrome. To pin an extension, click on the puzzle icon in the upper right-hand corner and then click on 鈥減in鈥� next to Proctorio.
- We have also seen a password error if you don鈥檛 wait for the test instructions to load. When you click on the test link in Blackboard and your page looks like the picture below:
听
- You need to wait for the instructions to load (see screenshot below for an example) before you click 鈥淏egin鈥� in the bottom right-hand corner.
- You need to wait for the instructions to load (see screenshot below for an example) before you click 鈥淏egin鈥� in the bottom right-hand corner.
- Finally, to by-pass the password error screen, you can try to open up your test in a new tab.听
- Navigate to your Blackboard site and hover over the 鈥淧roctorio Setup and Info鈥� tab
- Right click on your mouse and select 鈥淥pen in New Tab鈥�
- This will prompt a new tab on your window and you will see that the ultra-navigation is different, the course is full-page, and you can鈥檛 see the purple 鈥渪鈥� in the top left-hand corner, nor the Blackboard options to the left of the course.
- Navigate to your Blackboard site and hover over the 鈥淧roctorio Setup and Info鈥� tab
5. Try to Delete and Re-Install the Extension
- Click on the extension and click on 鈥淩emove from Chrome鈥�
- Click on "Remove"
6. Try Restarting Your Computer
7. Live Chat with Proctorio Agents
- For further assistance both instructors and students can contact Proctorio directly through the live chat option.
- You can get to the live chat option by clicking on the extension while the instructor is setting up the exam or the students are in the Exam area within Blackboard.
- Or by going to听 and scrolling to the middle of the page and clicking on 鈥淪tart Live Chat鈥�.
- You can get to the live chat option by clicking on the extension while the instructor is setting up the exam or the students are in the Exam area within Blackboard.