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Summary This page provides troubleshooting steps for common issues with ProctorU Review+. Please check for a solution before contacting support. |
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Note for Proctorio Users: The Proctorio browser extension will interfere with ProctorU if both are active. When using ProctorU, make sure Proctorio is toggled off in your browser extension settings page. You can quickly get there by typing chrome://extensions/ in your address bar in Google Chrome, or about:addons if you’re using Firefox. |
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This error can occur if Boise State is not listed as a current enrollment on your ProctorU account. To resolve the issue:
Close the tab and return to the exam in Blackboard. If the problem is not immediately resolved, clear your browser cache and restart your browser before trying again. |
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Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible. If your wireless router is located on a different floor, you may experience a weaker connection. ProctorU’s minimum and recommended ranges:
For slower connections, it’s recommended that you temporarily stop any video streaming services while taking exams. It is strongly recommended that you take your exam using a connection that meets or exceeds the recommended range (as opposed to the minimum). You can take your exam in a reserved room on campus, or at the library. If this is not possible, contact your instructor.
If you have other connection issues, please submit a support request to the Boise State help desk by completing the support ticket form. Be sure to include the following information in your request:
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Some students have reported a camera width/height errors when testing their compatibility. This problem is limited to the compatibility-check tool, ProctorU has been made aware of the issue and are working to resolve it. Students have been to take their exams with issues. If your compatibility results indicate other problems, these still need to be addressed. However, if you only see the following errors, you shouldn’t have an issue on the test itself:
As a precaution, check to make sure your browser has access to your camera and other devices. Windows 10
Mac
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If you’re taking a Review+ exam, do not look for the test on ProctorU’s website. Follow the steps for installing the Review+ extension, then start the exam in Blackboard like a normal assignment. Some courses at Boise State use Live+, a different service from ProctorU which requires tests to be listed on the site for scheduling. Since Review+ exams are administered without scheduling, they will not show up in any searches on the ProctorU website. |
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ProctorU does not currently support tablet-style computers with multiple cameras (such as Windows Surface RT). You may find that you’re unable to use your front-facing camera on tablet-style PCs. Ideally, this issue should be identified when running the compatibility-check at the start of the semester. If you do not have access to a supported device, please submit a support request to the Boise State help desk by completing the support ticket form. Be sure to include the following information in your request:
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If you installed the extension, but are no longer able to see the blue icon, try the following: For Google Chrome
For Mozilla Firefox
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First, make sure that you have followed the steps for installing the extension. If the extension is installed, the problem may be due to a permissions issue in Google Chrome. When you first install the extension, Chrome will ask whether you would like to allow it to run on specific sites or all websites. The ProctorU extension will not work unless you grant access to all websites. This issue doesn’t seem to occur in Firefox since it grants all extension permissions automatically. The problem is most likely a permission issue if:
Solution
Why does the extension need access to all websites? Some instructors allow access to specific websites while testing. The extension needs to “see” all sites being accessed during the test in order to make sure that they are permitted. |
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This error can be misleading. It can occur if your browser (Google Chrome or Firefox) does not have permission to access your camera, microphone, or the contents of your screen. Follow the steps below to make sure that you’ve granted the needed permissions in your system preferences. InstructionsWindows 10
Mac
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Disconnecting during a testIf your test is interrupted or if your session closes early, this could be caused by either a sudden drop in connection speed or an expired Blackboard session. In either case, you should be able to sign back into Blackboard and resume where you left off. If you are not able to resume, please contact the help desk, and be sure to include the following:
Connection speed issuesSudden drops in connection speed may cause you to disconnect. If you’re having connection issues, Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible. If your wireless router is located on a different floor, you may experience a weaker connection. ProctorU’s minimum and recommended ranges:
For slower connections, it’s recommended that you temporarily close any video streaming services while taking exams. It is strongly recommended that you take your exam using a connection that meets or exceeds the recommended range (as opposed to the minimum). You should run a connection speed test using one of the many available online tools (fast.com or speedtest.net) to independently confirm your connection speed. Be sure that you are close to your router, or are using a hard-wired connection. If you need a stronger connection, exams can be taken in a reserved room on campus or at the library. If this is not possible, contact your instructor. Expired Blackboard sessionThe maximum Blackboard session time is 3 hours. After that, your session will expire, and you will need to sign back in. You should be able to resume your test by logging back into Blackboard and picking up where you left off. If you’re unable to resume, contact the Help Desk, and be sure to include:
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