You should never be asked for a password or access code. Once the instructor enables Proctorio on an exam, there is no password or access code for you to type in. If you are being asked to type in a password or access code, it means Proctorio is being blocked by your computer.
If you are not using Google Chrome an/or do not have the Proctorio Extension installed, you will see a red warning sign on your screen when you try to take your exam. You will also be prompted for a password or access code. Do not try to take your exam if you see this warning.
Once you use Chrome and/or add the Proctorio Extension, you will no longer see the red warning and will be able to take your exam.
If you are still being asked to input a password or access code, there are troubleshooting steps you can do to help you get into your exam.
- Check your Browser: Google Chrome is a requirement, the extension will only download into Chrome.
- Google Chrome Version: Make sure your Google Chrome browser is up to date. To check this select the three dots in the upper right hand corner below the "X". Under the pop-up menu, hover over "Help" and select "About Google Chrome". You will be taken to a settings page, notifying you if your browser is up to date or needs to be updated.
- Re-Install the Extension: Please uninstall the Proctorio extension by clicking on the shield icon in the top right corner of your browser. Once the extension has been unistalled visit www.getproctorio.com to download the extension again.
- Clear Cache and Cookies:
- Select the three dots in the right hand corner
- Hover over "More Tools" and select "Clear Browsing Data"
- Time Range should be set from "Last Hour" to "All-Time"
- Make sure "Browsing history", "Cookies and other site data", and "Cached images and files" are all selected.
- Select "Clear data" at the bottom right of the pop-up window.
- Incognito Access: Some Proctorio features will require the use of incognito access. If your instructor has one or more of these features turned on, you will not be able to take an exam unless incognito access is allowed. When requested by the instructor, incognito access gives proctorio permission to run normally in all tabs during an exam. For example, instructors may choose to track websites visited during the exam to ensure academic integrity. Incognito access permits this function in both normal and private modes. You can enable incognito access from the extension window:
- Select the three dots in the top right corner.
- Hover over "More tools" and select "Extensions"
- Find Proctorio and click on "Details"
- Scroll down and find "Allow in incognito" section
- Toggle it "ON" (Blue line with dot on right side of slider)
- Site Access: Make sure that the Proctorio extension is allowed on all sites. To verify this, please go to the three dots in the upper right corner. Hover over "More tools" and select "Extensions". Locate the Proctorio Extension, select "Details" and in the "Site access" section, choose "On all sites". Once completing these steps, refresh the exam page to check if the issue is resolved.
- Disable All Extensions Except Proctorio: Select the three dots up in the right hand corner. Hover over "More tools" and select "Extensions". Check each extension and disable all others, except Proctorio (extensions could potentially block Proctorio).
- Restart Your Computer: Computers need to be restarted frequently to apply patches and updates. If passoword/access code prompt continues, fully restart your computer. Once your comptuter reboots, go back to the online testing website provided.
- Reset Google Chrome Browser: Select the three dots in the upper right corner. Select "Settings" and scroll all the way to the bottom. You will find "Advanced Settings" with a small down arrow. Select the arrow, more options will pop-up. Go to the section titled "Reset and clean-up" and select "restore settings to their original defaults". Select "reset settings" on the pop-up menu. You will have to download the Proctorio extension again at www.getproctorio.com. Once you have added the extension, go back to the exam page, select "reload" and try again.
- Proxy Settings: Proctorio does not encourage the use of virtual proxy networks (VPNs). It will be necessary to disable the VPN if you are experiencing issues with the connection.
- Log-in to Another Google Account: Sign into your Google account in your Chrome Browser. Select your image/initial in the top right corner and select "Manage Account" and "Add Account". Add the proctorio extension and refresh your browser. Go back to your examl and reload your session.
- If using Blackboard or Moodle: Select the course for "Secure Exam Proctor" in order to make sure it is visible.
Contact your schools IT department for technical assistance