Troubleshooting Common 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

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

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.

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:

• 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

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.

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:

1. Check that your operating system meets the minimum requirements (How to check your operating system version: Windows & Mac).

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).

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

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

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-check and attempting to troubleshoot before contacting support can help prevent delays.