This article provides troubleshooting steps for common issues when accessing and taking proctored exams using Proctorio in Canvas. It covers a series of issues and recommended steps for troubleshooting:
Issues and Troubleshooting
- Make sure the Secure Exam Proctor extension is installed and enabled.
- Use a supported browser: Chrome, Edge, Brave, or Opera
- Refresh the page.
- Clear your history and cache, then restart your browser.
- Try another supported browser
- Log out of your school browser profile; switch to a personal one.
- Try another supported browser or switch to a personal device.
Test-takers do not need to enter an access code or password to start their Proctorio exam; however, device or connectivity issues may trigger a request for one.
There are several reasons you may not be able to access or start the exam.
The System Diagnostics Test evaluates your device and connection; select the article below based on the error you are receiving.
Poor lighting and other factors may prevent you from passing the Webcam Image Test.
Test-takers may be able to resume their current attempt if their instructor enabled a re-entry option. To determine if you can resume your exam, immediately log back in to Canvas and open the exam page to view any re-entry or resume options. Please do this as quickly as possible, as the exam timer will continue to count down.
Note: The exam timer will continue to run while you are outside the exam. Proctorio Support cannot pause the exam timer or provide extensions.
If Open Re-entry
If open re-entry is enabled for the exam, then you can resume your current attempt at will.
To resume your attempt simply return back to your exam page. Proctorio should automatically launch the exam; if it does not, simply click the resume option displayed on the page. You will need to complete the Proctorio pre-checks again before continuing your exam.
If No Re-entry
If re-entry is prohibited, the following message will appear on the exam page: “Your current quiz cannot be resumed. Please contact your test administrator for further instructions.”
Contact your instructor for assistance— Proctorio Support is unable to grant access or additional attempts
Get help
OIT provides assistance for Proctorio-related issues that involve university system settings, Canvas integration, or institutional policies. For all other issues, please contact Proctorio support first.