While most candidates are able to schedule and attempt a successful exam attempt using ProctorU, some candidates experience technical difficulties. If you are experiencing issues or want to ensure your computer meets all requirements, please follow these steps:
Troubleshooting
- ProctorU detailed system requirements are listed here: https://support.proctoru.com/hc/en-us/articles/24692181239309-Equipment-Requirements
- You can test if your computer meets those technical requirements here: https://go.proctoru.com/users/4251317/system-metrics/new
- Download and install the Guardian Browser from ProctorU here: https://support.proctoru.com/hc/en-us/articles/24760032813453-How-to-Download-Install-and-Uninstall-the-Guardian-Browser
- If you are failing in any of the steps above, or are otherwise unsure of if you will be able to access the exam on the day of your attempt, we recommend that you create an account on the ProctorU site and then connect with a live ProctorU technician to troubleshoot the issue: https://go.proctoru.com/users/4251317/system-metrics/new
- If you remain unsuccessful in scheduling or accessing the exam with ProctorU, you may be eligible to request an accommodation for an in-person proctor.
ProctorU Frequently Asked Questions (FAQ)
Q: When can I schedule my exam with ProctorU?
A: You are eligible to schedule the exam as soon as you are ready to take the exam. ProctorU typically has availability beginning 72 hours out from the time of scheduling.
Q: Can I schedule an in-person exam with a proctor?
A: In-person proctors are only allowed in a group-setting exam administration coordinated in conjunction with Fi360 or if circumstances make the remote proctoring solution a particular burden on the candidate. Refer to Special Accommodations for scenarios that may warrant an in-person proctor.
Q: Which browsers are supported by ProctorU?
A: ProctorU uses their secure browser, Guardian. Detailed information about the Guardian browser is listed on ProctorU’s website, here: https://support.proctoru.com/hc/en-us/articles/9951434736525-What-to-expect-on-exam-day-Guardian-Browser
Q: How do I start the remote proctor session?
A: Beginning at your scheduled exam time, follow the link received from ProctorU to begin connecting to the remote proctor. You must initiate connection within 15 minutes of your scheduled time, or you may lose your spot and be required to re-schedule 72 hours out. Once connected, the proctor will help guide you to the exam within Fi360’s platform.
Q: How long does it take to connect with the proctor?
A: It normally takes less than 5 minutes to connect with your exam proctor, but due to increased demand it could take longer. If you experience technical difficulties, ProctorU will attempt to help troubleshoot but this could significantly delay your starting time.
Once connected, a live proctor will ensure your systems meet requirements and navigate into the examination. Please Note: Your exam time limit will not start until you launch the exam. Even if it takes 20 minutes to get on-boarded, you will still have the full 120 minutes allotted to take the exam.
Watch an example of the ProctorU onboarding process here: https://support.proctoru.com/hc/en-us/articles/9951434736525-What-to-expect-on-exam-day-Guardian-Browser
Q: How do I make sure I my computer/laptop will work come exam time?
A: ProctorU detailed system requirements are listed here: https://support.proctoru.com/hc/en-us/articles/24692181239309-Equipment-Requirements
You can test if your computer meets technical requirements here: https://go.proctoru.com/users/4251317/system-metrics/new
You also must be sure that your computer is able to download the Guarding browser, more information can be found here: https://support.proctoru.com/hc/en-us/articles/24760032813453-How-to-Download-Install-and-Uninstall-the-Guardian-Browser
If you are failing the technology checks or are otherwise unsure of if you will be able to access the exam on the day of your attempt, we recommend that you create an account on the ProctorU site and then connect with a live ProctorU technician to troubleshoot the issue.
Q: What if I have difficulty connecting with the proctor?
A: Follow the on-screen instructions to test your system, verify your identification and connect to your proctor. Once connected to your proctor they will help you troubleshoot any issues. There is also a live chat feature on the ProctorU website where you can get additional support.
Q: What do I need to do to prepare my location for the exam?
A: ProctorU follows remote proctoring best practices designed to reduce potential cheating or exam security issues. Their proctors are trained to follow overall policies designed to meet ISO 17024 standards. To best prepare your physical workspace, we recommend the following:
- Find a quiet, well-lit area to take the exam
- Exams must be taken from a hard surface (e.g. desk or table, not a bed)
- Have the following materials ready: non-expired photo ID (e.g. driver’s license, passport, government or military ID), computer with strong internet connection, phone (your proctor may ask you to show them your phone and place it behind you / out of reach)
- Remove all materials that could be seen as unauthorized aids (i.e. remove textbooks, study guides, smartwatches, etc.)
- Disconnect your computer from multiple monitors/TV screens
- Your proctor will ask you to do a webcam scan of your surroundings including four walls and desk
- The exam taker needs to be alone for the duration of the exam
Q: What will the proctor see during the exam?
A: Your proctor will ensure the technical requirements (working webcam, microphone and screen-sharing functionality) and the proper exam environment are met. The proctor will ask you to show them the room you are testing in and the desk you are testing on to ensure there is no risk of potential cheating. Ensure you are in a quiet, well-lit room without other individuals present. Your computer screen and webcam will be monitored throughout the exam to protect against risks of cheating.
Q: What if I miss my scheduled exam time?
A: Please make every effort to reschedule your exam attempt in advance if you cannot make your initial appointment. If you do miss your scheduled window (attempt to connect 15 minutes or more past your scheduled time) your time slot will be cancelled. You will have to re-schedule with ProctorU and may be subject to a 15-day wait for your next attempt. If you need to take the test sooner than the 15-day wait you will need to contact Fi360 support.