Troubleshooting Exam Passwords

Note: For the most up-to-date instructions on exam password retrieval and troubleshooting, please refer to Proctortrack's password troubleshooting guide. If you are unable to retrieve or paste your exam password after following these steps, please contact Proctortrack support for assistance. Live chat, phone, and email support are available 24/7/365.

Description

How to obtain an exam password from Proctortrack and correctly enter it into the exam access code/password field in Canvas or Blackboard.

Environment

Web browser on PC and Mac

Canvas: Accessing Your Exam Password

Using the "Get Access Code" Button in Canvas

The "Get Access Code" button in Canvas is part of a Proctortrack integration that routes students directly to Proctortrack and initiates the required identity verification and device check process. Selecting this button should guide you to the correct exam in Proctortrack.

Get Access Code button outlined in red on the exam screen

What To Do if the "Get Access Code" Button Does Not Work

If you experience issues using the "Get Access Code" button, such as error messages or being unable to proceed, follow these steps:

  • Refresh your browser and try again.
  • Clear your browser cache and restart the browser.
  • Try a different browser.
    • If you're using Chrome, attempt to use Firefox.
    • If you are using Firefox, attempt to use Chrome.
    • OIT does not recommend using Edge, Explorer, or Safari browsers with Proctortrack.
  • Manually launch Proctortrack through your Canvas course and select the Go To Test button associated with the correct exam.
  • Contact Proctortrack support for assistance if the issue persists.

Where To Find the Exam Password in Canvas

Although the "Get Access Code" button directs you to Proctortrack, you will still need to retrieve the exam password located in the Proctortrack webcam video feed box.

  1. After you have downloaded/launched the Proctortrack app and completed the identity verification and device check process for the exam in Proctortrack, you will be sent back to Canvas. A blue border will appear around your screen, indicating that Proctortrack is active.

  2. Once you're back in Canvas, look for your Proctortrack webcam video feed box at the bottom right of your screen.

  3. Depending on your instructor's settings:
    • If the password is visible: It will be displayed at the top of the webcam video feed box, outlined in blue. Type or copy it into the exam's Access Code field.

      Password outlined in red located at the top of the webcam video feed
       
    • If the password is hidden: You will see a blue "Exam Password" box at the top of the webcam video stream.

      Password outlined in red located at the top of the webcam video feed
      1. Select the Exam Password box to copy the password.
      2. A message will appear at the bottom of the screen: "Access Code Copied Successfully"
      3. You then have 20 seconds to paste the password into the exam's Access Code field.
      4. If you wait longer than 20 seconds, you will need to again select the Exam Password box to recopy it.

Blackboard: Accessing Your Exam Password 

In Blackboard, the test page may display the phrase "Enter Password: [Test Name]." This is not the actual password; it is just the name of the test, which can be confusing. Many students mistakenly try to enter the test name as the password. You must retrieve the actual password from Proctortrack.

Enter Password: Onboarding Test outlined in red on the exam screen

Where To Find the Exam Password in Blackboard

  1. After you have downloaded/launched the Proctortrack app and completed the identity verification and device check process for the exam in Proctortrack, you will be sent back to Blackboard. A blue border will appear around your screen, indicating that Proctortrack is active.

  2. Once you're back in Blackboard, look for your Proctortrack webcam video feed box at the bottom right of your screen.

  3. Depending on your instructor's settings:
    • If the password is visible: It will be displayed at the top of the webcam video feed box, outlined in blue. Type or copy it into the exam password field.

      Password outlined in red located at the top of the webcam video feed
       
    • If the password is hidden: You will see a blue "Exam Password" box at the top of the webcam video stream.

      Password outlined in red located at the top of the webcam video feed
      1. Select the Exam Password box to copy the password.
      2. A message will appear at the bottom of the screen: "Access Code Copied Successfully"
      3. You have 20 seconds to paste the password into the exam password field.
      4. If you wait longer than 20 seconds, you will need to again select the Exam Password box to recopy it.

Troubleshooting: What if My Copied Password Won't Paste? 

If your copied password is not pasting, follow these steps:

  • Ensure you paste within 20 seconds. If more than 20 seconds have passed, select the Exam Password box again to recopy it.
  • Use the correct pasting method by right-clicking in the exam password field and selecting Paste.
  • Clear your browser cache and restart the browser.
  • Try a different browser.
    • If you're using Chrome, attempt to use Firefox.
    • If you are using Firefox, attempt to use Chrome.
    • OIT does not recommend using Edge, Explorer, or Safari browsers with Proctortrack.
  • Contact Proctortrack support for assistance if the issue persists.

Outcome: You should now be able to access the exam password and paste it in the Canvas or Blackboard exam password field.

Get help

If you still cannot retrieve or enter your exam password, contact Proctortrack support for immediate assistance.

If Proctortrack is unable to resolve your issue or if the problem is related to your LMS course settings, you may contact OIT for additional assistance.

Additional Resources

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