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. 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.

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 ProcotorU extension will not work if you did not grant access to all websites. This issue doesn’t seem to occur in Firefox since it grants permissions automatically.

The problem is most likely a permission issue if:

• You are using Google Chrome.

• You are trying to sign in but the extension continues to indicate that you’re logged out.

• You are seeing a password screen when you try to start your Blackboard exam.

Solution

1. Type chrome://extensions/ into the address bar and press the Enter key.

2. On the ProctorU Extension, click the Details button.

3. Under Site Access, change the permission to All Sites.

4. Close the tab or window. Changes are automatically saved.

5. Click the extension icon in your toolbar and try signing in again. Remember to enable the Stay signed in option.

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:

• The course name and number

• Your instructor’s name

• A detailed description of the issue

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:

• 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.