Troubleshooting Common Issues

Summary

This page provides troubleshooting steps for common issues with ProctorU Record+. Please check for a solution before contacting the Boise State Help Desk.

Proctorio Users: The Proctorio browser extension will interfere with ProctorU if both are active. When using ProctorU, make sure Proctorio is toggled off in your browser extension settings page. You can quickly get there by typing chrome://extensions/ in your address bar in Google Chrome, or about:addons if you’re using Firefox.

 

This error can occur if Boise State is not added as one of the schools under the enrollment setting on your ProctorU account. To resolve the issue:

  1. Sign in at https://go.proctoru.com/session/new

  2. Click your name in the top-right corner, then click Account Settings.

  3. Scroll down to the Enrollments section and click Add Enrollment.

  4. Select Boise State University from the list, then click Update Account.

Close the tab and return to the exam in Canvas. If the problem is not immediately resolved, clear your browser cache and restart your browser before trying again.

The RAM usage warning on the compatibility check will not prohibit you from taking exams. However, you may notice that your computer runs slower when the available RAM is low. If your device has at least 4 GB of RAM, you should be fine, but it is recommended that you take the following steps while testing to prevent your system from slowing down:

Windows

  • Restarting your computer can free up RAM by clearing background processes that build up with extended use.

  • Close all other applications except for the browser.

  • Check your system tray for any running applications and temporarily close the unnecessary ones.

     

  • If you use anti-virus software, it's recommended that you pause any systems scans that are running in the background until you complete your test.

  • Close all unnecessary browser tabs and windows before starting the test.

Mac

  • Restarting your computer can free up RAM by clearing background processes that build up with extended use.

  • Google Chrome is known to use a substantial amount of RAM on Mac OS. Consider using Firefox to take your exams if you're using an older Mac (remember to install the extension).

  • Close all applications other than the browser. Note that in Mac OS, closing windows with the red "x" button is not the same as quitting the application. To close an application completely, right-click it on the taskbar and select Quit. You can also select the application name from the menu bar, then click the Quit option.

  • If you use anti-virus software, it's recommended that you pause any system scans that are running in the background until you complete your test.

Note: If the compatibility-check tool is unable to detect your Download and Upload speeds (indicated by a “[NOT FOUND]” error), you can use one of the many tools available online to measure your connection speed. Try one of the following:

Some guest WiFi networks include restrictions that prevent ProctorU from running correctly. If you are taking a test at the Boise State campus, be sure to use the Eduroam network (as opposed to Bronco Guest).

Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible. If your wireless router is located on a different floor, you may experience a weaker connection.

 

Minimum

Recommended

Internet Download Speed

.768 Mbps

1.5 Mbps

Internet Upload Speed

.384 Mbps

1 Mbps

For slower connections, it’s recommended that you temporarily stop any video streaming services while taking exams. 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 you have other connection issues, please contact the Boise State Help Desk. Be sure to include the following information:

  • The course name and number

  • Your instructor’s name

  • A description of the issue

  • A phone number to reach you

The camera width/height issue typically means that the compatibility tool was not able to determine the resolution of your camera. If your Camera and Microphone were detected successfully, but you see a message that states:

  • Camera width: Your camera width could not be found.

  • Camera height: Your camera height could not be found.

You can ignore this issue if there are no other problems identified. If your compatibility results indicate other problems, these will still need to be addressed.

Note: while the camera width/height notice is unimportant, verify the compatibility tool detected your camera and microphone. Look for the device names on the page, and check that your webcam video is active at the top of the page. If your camera and/or microphone were not detected, see the information under “ProctorU is unable to detect my computer's camera or microphone.” below.

If you are being prompted to enter a test password to start your test in Canvas, ensure that your ProctorU browser extension is still installed and that you are signed in. Another cause for this issue is if Proctorio (a different extension) is also active in your browser.

The Proctorio browser extension will interfere with ProctorU if both are active. When using ProctorU, make sure Proctorio is toggled off in your browser extension settings page. You can quickly get there by typing chrome://extensions/ in your address bar in Google Chrome, or about:addons if you’re using Firefox.

Look for the ProctorU extension in your browser toolbar, and click it to verify whether you are signed in. Refer to the steps for installing and using the extension if needed.

A screenshot showing the ProctorU browser extension with the mouse pointer over the 'Login' button

 

If your web browser was not previously granted permission to access your webcam, microphone, and record your screen, ProctorU will not be able to access them when running a compatibility scan or when attempting to start a test. Follow the steps below to make sure that your browser can access these resources.

Windows 10

  1. Click the Start menu > Settings > Privacy > Camera.

  2. Under Allow apps access to your camera, turn access On.

     

  3. Close down the browser and restart your computer.

 

Mac

Note: Mac OS system updates can reset your browser’s access permissions. If you’re having an issue sharing your screen, webcam, or microphone feeds, It is recommended that you follow the steps below, even if you have already applied them recently.

  1. In your system app menu, click > System Preferences > Security & Privacy.

  2. Under the Privacy tab, click the lock icon (bottom left corner) and type your local user password. This will allow you to make changes if needed.

  3. On the left-hand column, select (1) Camera. You will see a list of apps that have previously requested access to the Camera. Click the checkbox next to your browser to allow it, then repeat this for the (2) Microphone and (3) Screen Recording settings. Your browser must have access to all three.

  4. Close the Security & Privacy panel when finished.

  5. Close down the browser completely (From the Application menu: Chrome > Quit Google Chrome).

  6. Restart your computer.

If your browser is not on the list of apps in your Mac’s Privacy Settings:

If you do not see your browser on the list of apps you can select from in Step 3 above, follow the steps below to manually initiate a permission request prompt:

  1. Clear your browser cache in Chrome or Firefox.

  2. Go to https://meet.google.com/ and sign in.

  3. Click New Meeting > Start an Instant Meeting.

  4. Turn on the Camera, Microphone, and Share your screen in the meeting. Your Mac will ask whether you would like to allow your browser to access these resources. Click OK.

The browser will now appear on the list of applications in the privacy settings. Be sure that the checkbox is ticked for your browser under the Camera, Microphone, and Screen Recording settings as outlined under the Mac directions above.

If you’re taking a Record+ exam, do not look for the test on ProctorU’s website. Follow the steps for installing the ProctorU extension, then start the exam by clicking it in Canvas.

Some courses at Boise State use Live+, a different service from ProctorU, which requires tests to be listed on the site for scheduling. Since Record+ 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 contact the Boise State Help Desk. Be sure to provide the following information:

  • The course name and number (e.g., Biology 228)

  • Your instructor’s name

  • A description of the issue

  • A contact phone number

 

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 (it 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 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:

  • You are using Google Chrome.

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

  • You see a password screen when you try to start your Canvas 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.

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.

This error can be misleading. It can occur if your browser does not have permission to access the camera, microphone, or the contents of your screen. If you are prevented from starting a test due to a “poor lighting error,” you should follow the steps that are outlined under the issue titled “ProctorU is unable to detect my computer's camera or microphone” on this page.

Disconnecting during a test

If your test is interrupted or if your session closes early, this could be caused by either a sudden drop in connection. Try moving closer to your router, then attempt to sign back into Canvas and resume the test. If you are not able to resume, please contact 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 call back phone number