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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 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:
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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’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 purposes. 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 on how to install the extension, and try again. Solution 2When the extension is first installed. If the extension is installed, the problem may be due to a permissions issue in your browser. When you first install the extension, your browser will ask whether you would like to allow it to access specific sites, or more generally, all websites. To work properly, the extension needs The extension will not work without having access to all sites. If you’re experiencing the following issues, then the Review+ extension wasn’t granted the correct permissionstry the solution below:
Solution
Why does the extension need access to all websites? When you visit a page, the extension checks whether the URL belongs to an exam in the system. In some cases, instructors may allow you to access specific websites while testing. The extension determines if you’re accessing a permitted website while the test is active. |
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There are two potential causes for this problem. You should start by checking to see if this is a permissions issue. |
Extension permissions issue
When the extension is first installed, your browser will ask whether you would like to allow it to access specific sites, or more generally, all websites. To work properly, the extension needs access to all sites. If you’re experiencing the following issues, then the Review+ extension wasn’t granted the correct permissions:
Signing in and checking the “stay signed in” box doesn’t actually log you in.
You are seeing a password screen when you try to start your Blackboard exam.
How to fix the issue:
Type chrome://extensions/ into the address bar and press the Enter key.
On the ProctorU Extension, click the Details button.
Under Site Access, change the permission to All Sites.
Close the tab or window. Changes are automatically saved.
Click the extension icon in your toolbar and try signing in again. Remember to enable the Stay signed in option.
Why does the extension need access to all websites?
This is not an unusual level of permission for a browser extension. When you visit a page, the ProctorU extension checks whether the URL belongs to an exam in the system. In some cases, instructors allow students to access certain websites during the test. The extension needs to see each webpage you open in order to determine if it is part of a permitted website.
Browser cache Issue
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 these steps in order:
Clear your browser cache and cookies (How to clear cache and cookies: Chrome, Firefox).
Close down chrome completely (For Mac: Menu Bar > Chrome > Quit Google Chrome)
Restart your computer.
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.
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).
You may also run into problems if you’re unsupported hardware or operating systems. Refer to the system requirements on ProctorU’s website. Note that the following are not currently supported:
Tablets (Nexus, iPad, Tab, Note, etc.)
Linux Operating Systems
Windows 10 in S mode or Surface RT
exam session ended for no reason. |
The problem may be caused by sudden changes in connection speeds. Try moving closer to your router, or using a computer that is hardwired.
Solution
You should be able to resume your test by logging back into Blackboard and picking up where you left off. If you are not able to resume your test, please contact the Boise State Help Desk.
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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:
Keep in mind that it may take some time to receive a response (depending on the number of current support requests). Completing the compatibility-check and attempting to troubleshoot before contacting support can help prevent delays. |
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