We offer free troubleshooting for technical issues a test-taker may experience before or during their exam session through the ProctorU Platform.
Best Practice Before Exam Day: We suggest testing your equipment before exam day in order to prevent the most common technical issues. We also recommend reviewing the equipment requirements and our article that outlines what to expect on exam day.
Troubleshooting during an exam:
If you are having trouble connecting to your exam, use the quick links to access the support team within the ProctorU Platform or the Guardian Browser.
If you are connected to a proctor when you experience a technical issue, the Proctor will attempt to resolve the issue. If they cannot successfully troubleshoot the problem within 5 minutes, you will be transferred to a Technical Support Agent. If the Technical Support Agent cannot resolve the technical issue(s) after 15 minutes of troubleshooting, you will be asked to reschedule your exam for a later date or reconnect with a new device. The technicians will assist you through this process.
Best Practice On Exam Day: Before connecting to your session, we suggest restarting your computer in order to avoid common technical issues.
If Applicable: Make sure you have downloaded the Guardian browser.