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titleProctorU support staff are saying that my exam has not yet been posted.

There are two different ProctorU services in-use at Boise State: Live+ and Review+. The agent may be looking for your test under the wrong service. You should clarify that your instructor is using Review+, which doesn’t require the test to be listed and scheduled like Live+. If you’re not sure which service your course is requiring, consult your syllabus or ask your professor for instructions.

The best way to avoid technical problems is to complete the compatibility check, as well as any system check assignments created by your instructor before the test. Ideally, this should be done at least once at the very beginning of the term. However, it’s also recommended that you run a compatibility check a few days ahead of every exam (especially if you’re using a different computer or WiFi network).

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titleProctorU is not recognizing the front-facing camera on my device.

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 with ProctorU. Ideally, this issue should be identified when running a compatibility check (ahead of the test date). Please submit a support request to the Boise State help desk by completing the support ticket form. Describe the issue, and attach a screenshot of your compatibility check results.

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titleMy Review+ Browser Extension is not working properly, and/or I’m not able to sign in.

Browser cache issues can prevent the extension from working properly. If you’re unable to start the exam, or if you cannot sign in with the browser extension, please follow the steps below in order.

  1. Check your operating system version (How to check your operating system version: Windows & Mac). Update if possible.

  2. Verify that you’re using the latest version of either Google Chrome or Mozilla Firefox (how to update Chrome, Firefox). Update if necessary.

  3. Clear your browser cache and cookies (How to clear cache and cookies: Chrome, Firefox).

  4. Restart your computer.

  5. Click the ProcotrU extension icon in your browser and sign in with your account. Be sure to check the “Stay signed in” box under the password field. After logging in successfully, return to Blackboard and try to start the exam again.

  6. If the problem persists, try switching to another browser (e.g. try using Firefox if you’re running into problems in Chrome, and vice versa).

Problems with the extension can also be a sign that you’re using incompatible hardware or software. Refer to the system requirements on ProctorU’s website (scroll down the page).

Warning

Not currently supported:

  • Tablets (Nexus, iPad, Tab, Note, etc.)

  • Linux Operating Systems

  • Windows 10 in S mode or Surface RT

  • No running inside a virtual machine. You will be asked to reconnect using your host operating system to take your exam

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titleI tried these troubleshooting steps and my problem was not resolved.

If you’ve tried all of the above and were unable to resolve the problem, contact the Boise State help desk to report the issue. Keep in mind that it may take some time to receive a response, depending on the number of requests ahead of yours. Completing the compatibility checks and attempting to troubleshoot before contacting support can help prevent delays.