Having trouble? Call us: 855-772-8678
If for any reason you did not completely pass the score card, it does not mean you cannot take your test. Feel free to connect to one of our help desk representatives and they will work their hardest to resolve any issues or answer any questions that you may have.
While it is not necessary for you to connect to a live person to test your equipment, it may be beneficial to fully test your system to prevent any last minute issues from cropping up before your exam.
One of our help desk representatives will be more than happy to check your surroundings to make sure your work area is good to go. Please keep in mind that most public locations are not permitted for proctoring, although a library is allowed.
If you were not provided a list of materials from your instructor or institution, our help desk representatives will be more than happy to look up your permitted materials for you exam reservation.
Feel free to connect to one of our help desk representatives and they will answer any questions that you may have.
ProctorU currently supports Windows XP, Windows Vista, Windows 7, Windows 8 and Mac OS X 10.4 or newer version of those systemts. At this time, ProctorU does not support any Linux operating systems such as Chrome OS, Ubuntu, Fedora, etc.
ProctorU works only on desktop and laptop computers at this time. Tablets such as the iPad or Windows Surface and smartphones with IOS, Android or Windows Phone operating systems are not supported.
Bandwidth is a measurement of Internet capability and is the total amount of data that can move through one point at any given moment in time. This is usually set by your Internet Service Provider (ISP) and is measured in Megabits per second (Mbps). The minimum speed requirements for ProctorU are .768 Mbps for download speed and .384 Mbps for upload speed. These requirements are in place so we can maintain a smooth testing experience. Please feel free to connect to a help desk representative at www.proctoru.com/helpdesk if you have any questions about your connection speed.
To increase your bandwidth, it will be necessary to know what the bandwidth limits are for your particular connection. These speeds are limited by your Internet Service Provider (ISP). If the maximum speeds on your connection do not meet the our minimum requirements, you may need to increase your Internet speed through your Internet Service Provider (ISP). In some cases, there may be interference or extra use of your network by other devices sharing the connection. Proctor's help desk representatives will be more than happy to test and troubleshoot your connection.
While it is possible to take your exam if you are just below the minimum requirements, it may not be a smooth testing experience. It is recommended that you first speak with a ProctorU help desk representative to run a full test of your system to make sure the audio, video, and remote connection are optimized for a smooth testing experience.
Sometimes there are local bandwidth issues that are caused by an error from within the modem. A simple power cycle can often resolve that issue by completely refreshing the connection to the internet and clearing the device in use. To power cycle your connection, you will want to completely disconnect the power from your modem (and router, if applicable) for 30 seconds, then plugging it back in. This may take several minutes to re-establish your connection. While this is not a fix for every situation, it does often fix many network errors. Please speak to a help desk Representative if you have further questions about this process.
Wireless connections can sometimes be unreliable if you are too far from the modem or router, or if there are several walls between the computer and the modem or router. If you are on a Wireless/WiFi connection, it is sometimes necessary to connect directly to the modem or router to provide a more stable connection. To do this, you will need to connect an Ethernet cable from your computer directly into your modem or router. Once you have done so, it may be necessary to turn off your WiFi device. Please connect to a help desk representative if you need further assistance with this process.
While we do support connections on mobile hot-spots, they can be unreliable due to the wireless nature of the connection. Please connect with a help desk representative to test your connection.
If you have already created an account with ProctorU, you may schedule an exam through the scheduling self service available by logging in to your ProctorU account at http://go.proctoru.com. If you need further assistance, one of our help desk representatives will be more than happy to help schedule an exam for you.
If you have not yet registered an account with ProctorU, you may do so at https://go.proctoru.com/RequestNewLogin.Asp. Once you have set up your account, you may click the New Exam tab to schedule an exam. If you need further assistance, one of our help desk representatives will be more than happy to help schedule an exam for you.
Your exam may not be listed for a number of reasons. It may be that we have yet to receive your exam information from your institution, or the testing window set up by your instructor is over. Please connect to a help desk representative and they will look into scheduling your exam.
If you are on the proctoring page, make sure you have followed the instructions on the screen. You will need to download the remote screen sharing applet from step 1, then run the file as per step 2. If you are not on the proctoring page, you will need to log in to your ProctorU account at http://go.proctoru.com, then click the blue "Go" button that says "Connect To Your Proctor Now." Once on the proctoring page, follow the steps on the right side of the page.
If you are still having trouble connecting, please feel free to contact one a ProctorU help desk representatives at www.proctoru.com/helpdesk.
While our help desk representatives can help you reschedule your exam, the fees are the same whether you reschedule online, over the phone, or through the help desk. Tell us what is going on and we can work with you to get you rescheduled.
If you schedule or reschedule your exam within three hours of your current time, there is an $8.75 premium attached to the exam, known as the "Take It Now" option). If you schedule or reschedule your exam within 72 hours of your current time, there is a $5.00 premium attached to the exam. If you have previously paid the $5.00 premium for this exam and want to reschedule within three hours of your current time, an additional $3.75 premium will be attached to bring it up to par with the "Take It Now" option.
This can sometimes be triggered by virtual webcam software. If you have programs like CyberLink YouCam installed, it can create a virtual web cam or screen capture region that acts like a webcam.
This can happen for a number of reasons. It is possible that your webcam is either inactive or not installed properly. If you are having this issue, please connect to one of our help desk representatives and they will help resolve this issue for you.
Some microphones are not detected until they are in use. Our help desk representatives will be more than happy to troubleshoot this issue for you and fully test your equipment.
Blocked ports are usually the result of being on a public or shared network. Port 1935 is a necessary port that is used for the transfer of video sharing over your network connection. If you are connecting through a work or school network, this may be blocked by your network administrator. If you are connecting through a home network, it may be blocked by a firewall or anti-virus software. You may add an exception for port 1935 in your firewall, or you may disable it for the duration of your exam. Please feel free to connect to one of our help desk representatives and they will help resolve this issue for you.