• You can access Proctortrack Support during your exam via the blue chat bubble on the lower right side of your exam page.
• You may also open a ticket with Verificient (Proctortrack's parent company).

Fix #1: Ensure you are launching Proctortrack from inside your Blackboard course

Usually, to access your online proctored exam:

1. Login to Blackboard and navigate to your course
2. Click Tools, then select Proctortrack.
3. Click Go to Test next to the exam you're supposed to take.

Otherwise, if you open the Proctortrack app on your computer, it does not know which course or test you are trying to access and will get stuck on "Connecting."

Fix #2: Uninstall and reinstall the Proctortrack app on your computer

When you finish an online proctored exam, you will have the option to Quit the app or Uninstall the app. OIT recommends uninstalling the Proctortrack app at the end of every testing session to ensure that your app is always up-to-date.

If you have a version of the Proctortrack app on your computer currently and would like to uninstall it before your next exam:

• Windows: Follow Microsoft's Uninstall or Remove Apps and Programs to find and uninstall the Proctortrack app.
• Mac: Follow Apple's How to Delete Apps page.

Fix #3: Try using a different browser

• If you're using Firefox, attempt to use Chrome.
• If you're using Chrome, attempt to use Firefox. 
• OIT does not recommend using Edge, Explorer, or Safari with Proctortrack. 

Fix #4: Try other troubleshooting methods

You can also see Proctortrack's help article on troubleshooting the Proctortrack App.

Please see Proctortrack's Technical Requirements web page or the 'Ensure your device can use Proctortrack' section of the Student Guide: Taking an online Proctored Exam via Proctortrack (DOCX).

Google Chrome and Mozilla Firefox are recommended. We do not recommend using Safari, Microsoft Edge, or Internet Explorer.

• If you're having difficulty with Google Chrome, please make sure you're running the most recent version of the browser. Please see Google's Update Google Chrome Page for instructions.
• If you're having difficulty with Firefox, please make sure you're running the most recent version of the browser. Please Mozilla's Find What Version of Firefox You're Using Page for instructions.
• Finally, we recommend, if you're having trouble with Chrome, attempt to use Firefox and if you're having trouble with Firefox, attempt to use Chrome. Simply changing the browser can sometimes alleviate issues. 

Fix #1: Check the Exam Availability Window

Students see the "Access Denied" banner when the exam is not available to students in Blackboard.

• Check to make sure you're within the exam window.

Fix #2: Select the Correct Test in Proctortrack

You may have more than one exam listed in Proctortrack for your course. In order to gain access to the correct exam, you must select the Go to Test button for the correct test. 

• If you received an "Access Denied" banner, end the proctoring session, return to your course Blackboard site then navigate back to Proctortrack and select the Go to Test button for the correct test.

If you have confirmed you're within the exam window and are choosing the correct test in Proctortrack, but you are still receiving the "Access Denied" banner, please reach out to your instructor to ensure the exam is marked as available to students in Blackboard or contact the Service Desk (servicedesk@ohio.edu). 

After you have downloaded/launched the Proctortrack app and you've completed the identity verification portion of the exam, Proctortrack you will be sent back to Blackboard (and a blue border around your screen will indicate that Proctortrack is active).

1. Once you're back in Blackboard, a popup will display a COPY button.
2. Click the COPY button.
   • Once you've clicked the COPY button you will have 20 seconds to paste the copied password into the password box in Blackboard.
   • If you do not paste the password within 20 seconds you will need to recopy the password.
3. Right-click inside the password box and select paste.

If you do not see a popup:

1. Click the blue PASSWORD button at the top right of your screen.
2. Click the COPY button.
   1. Once you've clicked the COPY button you will have 20 seconds to paste the copied password into the password box in Blackboard.
   2. If you do not paste the password within 20 seconds you will need to recopy the password.
3. Right-click inside the password box and select paste.

• Once a password is copied from the popup, students have 20 seconds to paste the password in the password box in Blackboard. 
• If you're unable to paste, attempt to click the PASSWORD button at the top right of your exam page. Clicking this button with enable the copy password popup again. Click COPY and attempt to paste again by right clicking and selecting Paste. 

Still not working? Try:

• Clearing your browser cache. For instructions, review how to clear your browser's cache.
• Using a different browser:
  • If you're using Chrome, attempt to use Firefox.
  • If you're using Firefox, attempt to use Chrome. 
  • OIT does not recommend using Edge, Explorer, or Safari browsers with Proctortrack or Blackboard.

You can contact Proctortrack Support if you're having issues during your proctored exam via the blue chat bubble that is always present at the bottom right corner of your exam screen.

Please see Proctortrack's help article on enabling your microphone.

If you are getting the login page after clicking "Go To Next" on the How It Works page, or after clicking on "GET ACCESS CODE", you need to change your third-party cookie settings.

Please see Proctortrack's help articles for your browser. NOTE: OIT does not recommend using Safari, Microsoft Edge, or Internet Explorer with Proctortrack.

• Enabling Cookies In Firefox
• Enabling Cookies In Chrome
• Enabling Cookies in Edge (not recommended).
• Enabling Cookies In Internet Explorer (not recommended)
• Enabling Cookies In Safari (not recommended)

Please see Proctortrack's help article on troubleshooting test uploads.

If you have an older Mac, especially one with 2GB of RAM, Proctortrack has some useful steps to make things run more smoothly.

• AI (Artificial Intelligence) Proctoring is the default version of Proctortrack and is free for University students for the Fall 2020-21 semester.
  • AI Proctoring simply means that monitoring during the exam is only performed via artificial intelligence.
• Live Proctoring is $8 per test per student.
  • In addition to the artificial intelligence monitoring, Live Proctoring employs a human proctor that monitors you through the Proctortrack app on your smartphone.

• For questions about the exam's date/time, requirements, and availability, ask your instructor.
• For difficulties accessing or installing/uninstalling Proctortrack, as well as questions about how Proctortrack works, contact the IT Service Desk.
• For difficulties downloading or launching the Proctortrack app, or for issues that arise during your exam, contact Proctortrack support.
  • During your exam, you can click the blue chat bubble at the bottom left corner of your exam screen to contact Proctortrack support.
  • Proctortrack support is available 24 hours a day, 365 days a year.

Be sure to thoroughly read your instructor's test requirements, which are displayed at the start of your exam. Note that Proctortrack monitors your eye movements, so moving your eyes away from your screen (or other resources, if your instructor allows them) may trigger a flag.

• Each tool that Ohio University uses has been through a thorough security review.
• Proctortrack only monitors your computer while the app is active. At the end of your proctored exam, you have the option to delete the app.
• Please see Proctortrack's Privacy Policy for more information.

Instructions for completing your onboarding exam can be found in the Online Proctoring - Student Guide for Proctortrack PPT.

High-speed internet is required: Cable Modem, DSL, or better (300kbps download, 250 kbps upload).

This information can also be found on the Proctortrack Technical Requirements web page.

• At the end of each exam, you are prompted to either quit the app or uninstall it.
  • If you choose to uninstall, you will need to reinstall the app before you take your next proctored exam (recommended).
    • NOTE: OIT recommends uninstalling the app after each exam to ensure that when you take your next exam you will download the most up to date version of the Proctortrack app.
  • If you chose to quit the app (not recommended), you will not need to reinstall before each exam, but you may run into issues connecting in the future as the app becomes more out-of-date.