Troubleshooting Tips

1. In the Google Chrome extension, click the three dots at the top right-hand corner of the browser.





2. Click Extensions
3. Click Manage Extensions
4. Select the Proctorio extension > Remove
5. Enter your exam via the student site and it will prompt you to install the extension
   
   
   
   

1. Click the Apple in the top left corner of the screen
2. Click System Settings
3. Click on Privacy & Security
   
   
   
   
4. Click on Camera and Microphone and ensure that the toggle is turned on (blue) for Google Chrome for each one. If it is not toggled on, you will need to click the toggle to turn it on, then input your computer credentials to enable you to make changes. Click Modify Settings to save your changes.
   
   
   
   
   
   
5. Click on Screen & System Audio Recording. Under Screen & System Audio Recording, click on the ‘+’ sign to add Google Chrome as an application. To add an application, the user will need to input their computer credentials to enable the change.
   
   
   
   
6. Locate Google Chrome from your Applications folder. Click on Google Chrome and hit ‘Open.’
   
   
   
   
7. Ensure that the toggle is turned on (blue) for Google Chrome.
   
   
   
   
Note: To make these changes we believe the user may need to input their account name and password to allow the change to be made.

1. Device privacy settings may need to be adjusted.


2. Enable microphone/webcam permissions for Google browser within device settings.

The webcam verification test captures five images from the user’s webcam. This test makes sure the system will be able to track head and eye movements without reporting false negatives. The key to passing this test is finding a comfortable position where the face is evenly lit and centered in the frame. The user cannot access the exam until their face is clearly visible to the software.

• Properly framed – Check to make sure that all facial features (eyes, nose, mouth, chin, and hairline) are clearly visible and unobstructed.


• Visible lights – Check what the camera is framing. Overhead lamps or other visible lights in the background can take the focus off the camera. The user might seem clearly visible, but the camera may try to focus on the light.


• Uneven lighting – Check for shadows. If a lamp or open window is on one side of the user, it may cause part of the face to be lit or shadowed unevenly. Try dimming these light sources or find a position in the room to enable the face to be evenly lit.


• Back lit – Check the lighting directly behind the user. If it is too bright directly behind the user, it could cause the camera to focus on that lighting rather than the person. This is most commonly caused by windows but can also occur from very brightly colored walls or highly contrasted backgrounds. The user should try to adjust their position or the lighting of the room to make the lighting more even in front of and behind themselves.


• Glare from glasses – If the user’s eyeglasses are reflecting a glare, the webcam image test can fail. The user does not need to remove their glasses. Glare can be avoided by dimming the computer screen or adjusting the angle of the webcam.


• Sunglasses/tinted glasses – The user may not wear sunglasses or tinted glasses during the exam. If their prescription glasses have dark or tinted lenses for medical reasons, they must contact their professor, who might issue an override or ask that the glasses be removed temporarily to enable a retest.


• Hat – Hats may not be worn during testing. Unless worn for religious purposes, the user must remove hats or head coverings that obscure the hair or hairline. Their full face must be visible, and the head covering must not cast any shadows on the face. Again, professors can issue an override for head coverings when necessary.