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Description
The Proctortrack App is stuck on "connecting" and does not connect.
Environment
PC and Mac
Fix #1: Ensure you launch Proctortrack from inside your LMS (Canvas or Blackboard) course
If you open the Proctortrack app on your computer instead of in the LMS, it does not know which course or test you are trying to access and will get stuck on "Connecting."
Navigating to Proctortrack inside Canvas
To access your online proctored exam in Canvas:
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Log in to Canvas and navigate to your course.
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From the left-hand course navigation, select Proctortrack.
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Click Go to Test next to the exam you're supposed to take.
Navigating to Proctortrack inside of Blackboard
To access your online proctored exam in Blackboard:
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Log in to Blackboard and navigate to your course.
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Click Tools, then select Proctortrack.
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Click Go to Test next to the exam you're supposed to take.
Fix #2: Uninstall and reinstall the Proctortrack app on your computer
When you finish an online proctored exam, you will have the option to Quit the app or Uninstall the app. OIT recommends uninstalling the Proctortrack app at the end of every testing session to ensure that your app is always up-to-date.
If you have a version of the Proctortrack app on your computer currently and would like to uninstall it before your next exam:
Fix #3: Try using a different browser
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If you're using Firefox, attempt to use Chrome.
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If you're using Chrome, attempt to use Firefox.
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OIT does not recommend using Edge, Explorer, or Safari with Proctortrack.
Fix #4: Contact Proctortrack Support
If you continue to experience issues connecting to the Proctortrack app after following these steps, please contact Proctortrack support for assistance. Live chat, phone, and email support are available 24/7/365. You can also review Proctortrack's help article on troubleshooting the Proctortrack App.
Outcome: You should now be able to connect to the Proctortrack app.
Get help
If Proctortrack support is unable to resolve your issue or you encounter problems related to your LMS course settings, you may submit a ticket to OIT for additional assistance.
Additional resources