Proctorio Guides

To ensure a smooth and uninterrupted testing experience with Proctorio, students must prepare their device and environment beforehand.

Preparing your Device

● Confirm you have the Proctorio extension installed in a compatible browser.

● Check for any browser, operating system, or hardware updates.

● Confirm that your internal or external camera and microphone are functioning. You may visit the following sites to test your devices:

○ Webcam Test

○ Microphone Test

● Close all open applications and restart your computer to free up system resources.

● Disable any unneeded browser extensions.

● Connect your device using an Ethernet cable or move closer to your Wi-Fi router to improve the quality of your connection; If possible, ask other members of your household to avoid using the internet while you are testing.

● Carefully review all instructions provided by your exam administrator or provider.

Preparing Your Environment

● Choose a quiet, private space where you will not be disturbed during the exam. Minimize distractions such as background noise or movement.

● Be sure that your testing environment is well-lit and that you are placed within the camera’s view.

● Inform others in your household that you will be taking an exam and need to avoid any interruptions. Close doors to minimize distractions.

● Take care of any personal needs, such as using the restroom or having a snack or drink, before starting the test. Once the exam begins, leaving may result in the exam being flagged.

● Silence and put away all electronic devices, including phones, tablets, and smartwatches. Using any devices not permitted by your instructor is considered a violation of academic integrity.

● Collect any permitted materials, such as scratch paper, notes, or calculators, as specified by your instructor. Have them readily available before starting the exam.

● Remove any unauthorized materials from your desk or workspace. The area should only contain items permitted for the exam.

Best Practices

To best prevent any test interruptions or false flags on your attempt, the following list is a good start to best practices to follow while testing:

● Become familiar with the test instructions so you know what you are and are not permitted to use on your exam.

● Show any allowed materials that you plan to use during your exam to the camera. This includes approved notes, calculators, blank scratch paper, etc.

● Avoid looking around the room or anywhere other than your computer screen.

● Avoid using headphones while testing, unless approved by your instructor in the test instructions.

● Do not get up and move during your exam or leave the view of the camera.

Navigating the Proctorio Extension

While in your exam, you will see the Proctorio toolbar displayed on the screen. The information and tools available to you within the toolbar will depend on the exam settings; not all features described below may be visible to you.

 

● Drag Tool: Click and drag to relocate the toolbar.

● Live Feed: Regularly check your camera view to confirm your face is fully visible; click the live feed window to hide it.

● Live Proctor*: Indicates if you are being monitored by a live proctor.

● Battery Life:

○ Green: Full or nearly full charge

○ Yellow: Medium Charge

○ Red: <33% charge remaining; plug in your device.

● Zoom In: Click to zoom in.

● Zoom Level: Click to reset zoom level to 100%

● Zoom Out: Click to zoom out.

● Calculator*: Click to open calculator.

● Whiteboard*: Click to open the whiteboard.

● Live Chat*: Use the live chat to request Technical Support from a Proctor Support Agent or Exam Support from your live proctor.

● Position: Change the position and orientation of the toolbar.

● Minimize: Reduce the size of the toolbar to free up more screen space.

*Optional tool set by the exam administrator

Proctorio Live Chat

For most issues, the best action is to communicate directly with Proctorio Support. As long as you have the Proctorio extension installed correctly, you can find the Proctorio Live Chat by following these steps:

● Click the Proctorio extension shield to view available support options.

● To start a Live Chat or access the Help and Support Center from the extension, you must be on the ‘exam start’ or ‘instructions’ page.

Disconnected mid-exam

If you are removed or disconnected from the exam, sign back into your exam immediately and follow the instructions provided. If you do not see any instructions or cannot resume your attempt, please contact your instructor.

Re-entry Allowed

If the Proctorio pre-check process does not automatically start, click the resume button on the page to continue your current attempt.

Re-entry with Agent

The following message will appear on your exam page: “Your current exam attempt cannot be resumed without the assistance of a Proctorio Support agent.” To resume your exam, click Chat with Agent and ask to resume your exam.

Re-entry not allowed

The following message will appear on your exam page, “Your current quiz cannot be resumed. Please contact your test administrator for further instructions.” Proctorio Support agents cannot allow you to resume your current attempt.

Test Requires an Access Code

If your Proctorio test is asking for an access code, this means the exam settings were not configured correctly. No Proctorio-enabled test should require you to enter an access code. Contact your instructor and let them know that the test is prompting you for a code. Wait until they confirm the issue has been resolved before trying again. In rare cases, if the problem persists after the instructor has updated the settings, you may need to uninstall and reinstall the Proctorio extension.

Not Passing Exam Pre-checks

If your device does not pass the Proctorio system pre-checks, the System Diagnostics Test will indicate which areas are failing. Follow these steps:

 

1. Allow Camera and Microphone Access

Make sure the Proctorio Chrome extension has permission to access your camera and microphone. You may need to check your browser settings or the pop-up permission requests when starting the exam.

 

2. Test Your Camera and Microphone

Use these sites to verify that your hardware is working properly:

● Webcam Test

● Microphone Test

 

3. Try a Different Device

If available, try using a different computer (e.g., one from a friend or family member) that meets the Proctorio requirements.

 

4. Contact Proctorio Support

If issues continue, use Proctorio Live Chat on the device you're trying to use. They can run real-time diagnostics and offer direct help. See above to learn how to contact Proctorio.

You can take your exam anywhere that’s quiet, private, and has a stable internet connection. Make sure your camera and microphone are working, and avoid places where others might help you. If you're unsure about a location, check with your instructor.

No, you cannot take your exam at the testing center if it’s a remote proctored exam. You’ll need to take it in a private, quiet space with a stable internet connection. If you’re on campus, make sure you have access to a suitable location with the necessary equipment.

No, you cannot use a Testing Center computer for your remote proctored exam. You’ll need to use your own device with a working camera and microphone. If you're having trouble, try troubleshooting your equipment or contact support for help.

Clear and constant communication with your instructor is important. If you need assistance with reading, typing, or other accommodations due to a medical need, reach out to your instructor to discuss what support they can offer. They will guide you on what is allowed during the exam.

For questions about your personal information and how Proctorio utilized your data, please see their official website.

If you encounter an issue not covered on this site, try the following steps to resolve it:

• Contact Proctorio Live Support for assistance.
• Uninstall and reinstall the Proctorio extension here: https://getproctorio.com/ 
• If the issue persists, reach out to your instructor to discuss possible solutions.

To better understand the student’s experience before and during their Proctorio-enabled exams, We recommend looking through the Proctorio Test-taker Guide, which is also accessible to students.


All students will go through the following steps before being granted access to their exam:

1. Before you Begin Page

This page will outline all exam settings to the student. It also includes details that require any action from the student, such as closing extra browser tabs or disconnecting a secondary monitor.

2. System Diagnostics Test

Proctorio will check the student’s device for camera and microphone quality, a constant and strong internet connection, and if they are using multiple monitors. The student will need to allow camera and microphone permissions and enable screen-sharing at this step. Proctorio will not allow the student to begin testing until all pre-checks have been passed.

3. Webcam Image Test

This page takes a series of photos to ensure the student’s face is detectable and in frame. If the student is out of frame, or in a room that provides poor lighting, they may fail the image test.

4. Identification Card*

The student will be prompted to present their photo ID to validate their identity. Any ID with a photo and the student’s name is acceptable, including the student’s I-card.

5. Exam Agreement

This page presents Proctorio’s Terms of Service and Privacy Policy as well as BYUI’s academic integrity statement. Students may need to electronically sign the agreement.

6. Desk (or Environment) Scan*

This step requires students to perform a desk or environment scan by picking up and moving their camera to show the surrounding area. This ensures the student’s exam area is secure and free of unauthorized materials.

*These options will only occur if the setting is enabled for your exam

Student is being asked for an Access Code

Proctorio exams that require an access code from the student are not set up correctly. If a student contacts you asking about this issue, enter the exam’s settings to refresh the page. The student can then refresh the page on their end to take the exam.

Student is kicked out of the exam mid-attempt

A student may be kicked out of their exam mid-attempt for a number of different reasons. The best course of action for the student is to make sure their camera, microphone, and internet connection are all working reliably. If any are not working, recommend that they use a different device.

Students’ tests may be resumed, depending on the exam’s settings. Students may receive one of three responses when they attempt to re-enter their exams.

1. Re-entry Allowed: The student can click the resume button to automatically continue their test attempt.
2. Re-entry with Agent: The student will see the message “Your current exam attempt cannot be resumed without the assistance of a Proctorio Support agent.” The student will need to click Chat with Agent by navigating to the Proctorio extension icon.
3. Re-entry not allowed: the student will see the message “Your current quiz cannot be resumed. Please contact your test administrator for further instructions.” The instructor will then need to find a solution with the student, such as allowing a second attempt or finding another way for the student to finish the test.

Yes, it is necessary to install the Proctorio extension if you plan to view test attempts. Proctorio footage cannot be reviewed without the extension being installed on your device.

At BYUI, the testing center has a Remote Proctor team who proctors your exams for you. Proctorio’s internal systems will automatically proctor your student’s test attempts, and assign each attempt a suspicion level. The Remote Proctor team will additionally proctor the most suspicious attempts and send you an email report if integrity issues are present. We urge you to look out for these reports and check for any integrity issues that may require your attention.

If you want to proctor your own students, or you receive a report from the testing center recommending you watch a test attempt and you need assistance, please contact the BYUI Remote Proctor team at 208-496-1767 or remoteproctoring@byui.edu and we would be happy to walk you through the steps of proctoring your exam.

If you have concerns about a test attempt, contact the BYUI Testing Center Operations Coordinator, Colter Snoozy, at 208-496-1758 or snoozyc@byui.edu and he can walk you through present options.

To set up an exam with Proctorio enabled, follow these steps.

If you are a BYUI Campus instructor, you may also contact the Faculty Technology Center (FTC) at 208-496-7230 or ftc@byui.edu or seetheir website.

If you are an Online instructor, through BYUI or otherwise, you can fill out this form for assistance.

Setting clear expectations with your students is the best action to take against integrity issues. For every test administered through Proctorio, and proctored by the Testing Center, test instructions are the most clear way to tell your students what they are permitted to use while testing. Our team also uses these instructions as a guide while proctoring your students. It is important to recognize that there is never a 100% guarantee of stopping all integrity reports, but taking active steps toward reducing them is important.