If you see the below message while launching your exam, it means you still have the legacy ProctorU Chrome or Firefox Extension installed. Follow the steps below to uninstall it and install the Guardian Extension so you can begin your exam.

Error Message: "The system failed to begin recording. Please refresh the page to reconnect and try again. If this does not resolve the issue, please contact our live support." 

You will also know the wrong extension is installed if this ProctorU logo is present in your extension icons:

The correct extension will have the Guardian Extension logo.

Step 1 — Remove the Legacy ProctorU Extension

Instructions to uninstall from Chrome 

1. Open Chrome. 

2. In the top right corner, click the puzzle piece icon → select “Manage Extensions.” You can also go directly to chrome://extensions by typing it into your browser’s address bar. 

3. Find “ProctorU” in your list of extensions. 

4. Click Remove → confirm by clicking Remove again.

Instructions to uninstall from Firefox

1. In the top-right corner, click the menu button (three horizontal lines). 
2. Select “Add-ons and Themes.” 
3. Click “Extensions.” 
4. Find the extension named “ProctorU”. 
5. Click the three dots (⋯) next to it and select “Remove.” 
6. Confirm the removal if prompted.

Step 2 — Install Guardian Browser or the Guardian Extension

To install the Guardian Browser, visit the Guardian Browser download page and select the version that correlates with your computer’s operating system. For detailed instructions, review this help article. 

The Guardian Extension is only supported in the Chrome Browser. To install it, navigate to the Guardian Extension page in the Chrome store and follow the prompts

Step 3 — Relaunch your session

1. Close all Chrome windows completely. 
2. Reopen Chrome and visit your testing platform (e.g., Canvas, Blackboard, etc.) 
3. Log in and relaunch your exam as normal. 
4. You should now be able to proceed with your exam session without issue.