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Having trouble? Call us: 855-772-8678

Camera Check
 
Microphone Check
 
Port Check
 
Bandwidth Test
 
Flash Check
 
OS Check
 

Have questions? Need help? Fill out the information and connect to a live ProctorU technician who will assist you.

Help Desk Frequently Asked Questions

General

What is the automated test at the top of Help Desk detecting?

The automated test is an equipment check. It checks whether the computer is fit to use ProctorU or not. In some instances, there are false positives where the equipment test will falsely pass a certain type of equipment. ProctorU asks that you connect to a Help Desk technician to fully check your equipment.

I did not completely pass the report card. What should I do?

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.

I've completely passed on the report card, but it's telling me I should connect to you just to make sure everything is working. Is that necessary?

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.

I want to check my surroundings to make sure that they are in compliance. Can you tell me where I can be proctored from?

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.

How do I find out what materials are allowed on my exam?

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.

I have some other questions that are not answered here.

Feel free to connect to one of our help desk representatives and they will answer any questions that you may have.

Which operating systems does ProctorU support?

ProctorU currently supports Windows XP, Windows Vista, Windows 7, Windows 8 and Mac OS X 10.4 or newer version of those systems. At this time, ProctorU does not support any Linux operating systems such as Chrome OS, Ubuntu, Fedora, etc.

Does ProctorU support tablets or smartphones?

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.

What are your holiday hours for Winter 2014?

ProctorU will close for the following hours during the upcoming holiday season.

November


Wednesday, Nov. 26: ProctorU will close at 6 p.m. CST
Thursday, Nov. 27: ProctorU will be closed for the U.S. observance of Thanksgiving.
Friday, Nov. 28: ProctorU will open at 9 a.m. CST.

December


Wednesday, Dec. 24: ProctorU will be closed for the observance of Christmas Eve.
Thursday, Dec. 25: ProctorU will be closed for the observance of Christmas Day.
Friday, Dec. 26: ProctorU will be closed.
Wednesday, Dec. 31: ProctorU will close at 4 p.m. CST.

January


Thursday, Jan. 1: ProctorU will open at 12 p.m. CST.

Bandwidth

What is bandwidth?

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.

How can I increase my bandwidth?

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.

Can I still take my test if my bandwidth is below the minimum requirements?

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.

How can I power cycle my internet connection?

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.

How do I connect directly to my modem/router?

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.

I'm on a 3g/4g mobile hotspot connection, can I still take my test?

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.

Scheduling

How can I schedule my exam?

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.

What if I don't have an account with ProctorU?

If you have not yet registered an account with ProctorU, you may do so at https://go.proctoru.com/students/users/new. 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.

My exam isn't listed on the schedule, why?

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.

It's my exam time, but my proctor has not showed up. How do I start?

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 "œConnect 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.

I want to reschedule, but it's trying to charge me a fee. Can you reschedule me without a fee?

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.

Camera

The self test says I have a webcam, but I don't have one connected. Why does this happen?

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.

The screen says "No Camera Detected," but I know I have a webcam installed. Why?

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.

Microphone

My microphone is not detected, but I'm sure I have one. How do I fix it?

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.

Ports

The self test says my ports are blocked. What does that mean?

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.