Legacy Instructions - Troubleshooting Common Issues

This error can occur if Boise State is not added as one of the schools under the enrollment setting on your ProctorU account. To resolve the issue:

1. Sign in at https://go.proctoru.com/session/new

2. Click your name in the top-right corner, then click Account Settings.

3. Scroll down to the Enrollments section and click Add Enrollment.

4. Select Boise State University from the list, then click Update Account.

Close the tab and return to the exam in Canvas. If the problem is not immediately resolved, clear your browser cache and restart your browser before trying again.

The RAM usage warning on the compatibility check will not prohibit you from taking exams. However, you may notice that your computer runs slower when the available RAM is low. If your device has at least 4 GB of RAM, you should be fine, but it is recommended that you take the following steps while testing to prevent your system from slowing down:

Windows

• Restarting your computer can free up RAM by clearing background processes that build up with extended use.

• Close all other applications except for the browser.

• Check your system tray for any running applications and temporarily close the unnecessary ones.
  
  

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• If you use anti-virus software, it's recommended that you pause any systems scans that are running in the background until you complete your test.

• Close all unnecessary browser tabs and windows before starting the test.

Mac

• Restarting your computer can free up RAM by clearing background processes that build up with extended use.

• Google Chrome is known to use a substantial amount of RAM on Mac OS. Consider using Firefox to take your exams if you're using an older Mac (remember to install the extension).

• Close all applications other than the browser. Note that in Mac OS, closing windows with the red "x" button is not the same as quitting the application. To close an application completely, right-click it on the taskbar and select Quit. You can also select the application name from the menu bar, then click the Quit option.

• If you use anti-virus software, it's recommended that you pause any system scans that are running in the background until you complete your test.

Moving to a spot that is closer to your router can improve connection speeds. A hardwired connection is recommended whenever possible. If your wireless router is located on a different floor, you may experience a weaker connection.

ProctorU’s minimum and recommended ranges:

For slower connections, it’s recommended that you temporarily stop any video streaming services while taking exams. It is strongly recommended that you take your exam using a connection that meets or exceeds the recommended range (as opposed to the minimum). You can take your exam in a reserved room on campus or at the library. If this is not possible, contact your instructor.

If you have other connection issues, please contact the Boise State Help Desk. Be sure to include the following information:

• The course name and number

• Your instructor’s name

• A description of the issue

• A phone number to reach you
  
  

The camera width/height issue typically means that the compatibility tool was not able to determine the resolution of your camera. If your Camera and Microphone were detected successfully, but you see a message that states:

• Camera width: Your camera width could not be found.

• Camera height: Your camera height could not be found.

You can ignore this issue if there are no other problems identified. If your compatibility results indicate other problems, these will still need to be addressed.

If you are being prompted to enter a test password to start your test in Canvas, ensure that your ProctorU browser extension is still installed and that you are signed in. Another cause for this issue is if Proctorio (a different extension) is also active in your browser.

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The Proctorio browser extension will interfere with ProctorU if both are active. When using ProctorU, make sure Proctorio is toggled off in your browser extension settings page. You can quickly get there by typing chrome://extensions/ in your address bar in Google Chrome, or about:addons if you’re using Firefox.

Look for the ProctorU extension in your browser toolbar, and click it to verify whether you are signed in. Refer to the steps for installing and using the extension if needed.