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titleMy compatibility-check results are indicating connection speed issues.

Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible.

If you were unable to resolve the problem, 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:

  • The course name and number (e.g. Biology 228)

  • Your instructor’s name

  • A description of the issue

  • A screenshot of your compatibility-check results

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titleMy compatibility check results are indicating other problems.

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:

  • The course name and number (e.g. Biology 228)

  • Your instructor’s name

  • A description of the issue

  • A screenshot of your compatibility-check results

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titleI can’t find my exam on the ProctorU website.

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 their the site for scheduling purposes. Since Review+ exams are administered without scheduling, they will not show up in any searches on the ProctorU website.

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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 on tablet-style PCs. Ideally, this issue should be identified when running a the compatibility-check (ahead at the start of the test date)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:

  • The course name and number (e.g. Biology 228)

  • Your instructor’s name

  • A description of the issue

  • A screenshot of your compatibility-check results

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titleI'm not able to see the blue icon extension icon.

If you installed the extension, but are no longer able to see the blue icon, try the following:

For Google Chrome

  • Verify that the extension is active. To see all of the active and inactive extensions in Google Chrome, check your extensions settings page. You can get there by typing chrome://extensions/ into the address bar and pressing the Enter key.

  • If the extension has been removed from your toolbar, use the Chrome extensions menu (looks like a puzzle piece) to pin it back.

For Mozilla Firefox

  • Verify that the extension is active. To see all of the active and inactive extensions in Firefox, check your addon settings page. You can get there by typing about:addons into the address bar and pressing the Enter key.

  • If the extension has been removed from your toolbar, check the Firefox Overflow Menu.

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titleI have looked through the common problems and troubleshooting steps but my issue was not resolved.

If your problem was not solved, or if your issue is not addressed here, submit a Support Ticket to the Boise State Help Desk and be sure to include the following:

  • The course name and number

  • Your instructor’s name

  • A detailed description of the issue

  • A screenshot of your compatibility-check results

Keep in mind that it may take some time to receive a response (depending on the number of current support requests). Completing the compatibility checks -check and attempting to troubleshoot before contacting support can help prevent delays.

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