Body
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.
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.
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 Quiz Access Code in Canvas
Although the "Get Access Code" button directs you to Proctortrack, you will still need to retrieve the quiz password. There are two ways to do that:
-
After you have downloaded/launched the Proctortrack app and completed the identity verification and device check process in Proctortrack, you will be sent back to Canvas. A blue border will appear around your screen, indicating that Proctortrack is active and you should be prompted to copy the quiz access code before Canvas and the Access Code field are revealed: 
-
Proctortrack automatically hides the password, so if you miss the chance to copy the access code, or wait longer than 20 seconds to paste it into the Access Code field, you will need to recopy it from the Proctortrack webcam video feed box at the bottom right of your screen: 
- Select the key icon to open Exam Password/Access Code
- Select the Copy Exam Password link to copy the code
- You then have 20 seconds to paste the password into the exam's Access Code field
- If you wait longer than 20 seconds, you will need to again select the key icon and the Copy Exam Password link 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 key icon and the Copy Exam Password link 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 quiz access code 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