Common Troubleshooting Tips for Proctorio

Common Troubleshooting Tips for Proctorio

  1. Blackboard Test Taking Tips

    • Before students even attempt an exam within Blackboard, it is recommended that students log out of all sessions of Blackboard, and close out Chrome to begin a fresh session. For more information about Blackboard Test Taking Tips, watch the video below.


  1. Ensure Google Chrome is updated
    • If an update is pending, the arrow icon in the upper right-hand corner will be colored:
      • Green: An update was released less than 2 days ago.
        Green Arrow Update
      • Orange: An update was released about 4 days ago.
        Orange Arrow Update
      • Red: An update was released at least a week ago.
        Red Arrow Update
    • For further information go to How To Update Google Chrome


  1. Clear Cache and Cookies
    1. Clearing Cache and Cookies from Google Chrome
    2. Clearing Cache and Cookies from Microsoft Edge


  1. Password Error
    1. Typically, this means the student did not click on the “Secure Exam Proctor” link within the Blackboard site.
      Secure Exam Proctor Screenshot

    2. It is recommended to “pin” the Proctorio extension to your Google Chrome. To pin an extension, click on the puzzle icon in the upper right-hand corner and then click on “pin” next to Proctorio.
      Pin Proctorio Extension Screenshot

    3. We have also seen a password error if you don’t wait for the test instructions to load. When you click on the test link in Blackboard and your page looks like this…
      Blank Home Page Error Screenshot

      • You need to wait for the instructions to load (see screenshot below for an example) before you click “Begin” in the bottom right-hand corner.
        Instructions Loaded Properly Screenshot

    4. Finally, to by-pass the password error screen, you can try to open up your test in a new tab.
      • Navigate to your Blackboard site and hover over the “Proctorio Setup and Info” tab
        Navigate to Proctorio Setup & Info Screenshot

      • Right click on your mouse and select “Open in New Tab”
        New Tab Screenshot

      • This will prompt a new tab on your window and you will see that the ultra-navigation is different, the course is full-page, and you can’t see the purple “x” in the top left-hand corner, nor the Blackboard options to the left of the course
        Missing Purple X Screenshot


  1. Try to delete and re-install the extension
    • Click on the extension and click on “Remove from Chrome”
      Remove From Chrome Screenshot

    • Click on “Remove” 
      Remove From Chrome 2 Screenshot


  1. Try restarting your computer 


  1. Live chat with Proctorio Agents
    1. For further assistance both instructors and students can contact Proctorio directly through the live chat option.
      • You can get to the live chat option by clicking on the extension while the instructor is setting up the exam or the students are in the Exam area within Blackboard.
        Live Chat Option 1 Screenshot

      • Or by going to and scrolling to the middle of the page and clicking on “Start Live Chat”
        Live Chat Option 2 Screenshot


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