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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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Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible. For slower connections, it’s also recommended that you temporarily stop any video streaming services while taking exams. If the compatibility-check tool is unable to detect your download and upload speeds (this is usually indicated by a [NOT FOUND] message next to each), you can use one of the many tools available online to measure your connection speed. Try one of the following: ProctorU’s minimum and recommended ranges are:
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 your connection issue is not speed-related, 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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Sudden drops in connection speed may cause you to disconnect. If you’re having connection issues try moving closer to your router, or using a wired connection if possible. It is also possible that your Blackboard session expired due to a long period of inactivity (not interacting with the test). In either case, 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 and be sure to include the following:
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If you were not able to resolve the issue, please submit a Support Ticket to the Boise State Help Desk. 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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