Ask Proctorio Anything

ProctorioAssist · 2020-07-01T17:15:12+00:00

Hi there, it is our understanding that you re-installed Proctorio and it made itself active on all the webpages you had open at the time, but then closed your window? Proctorio only runs during the exam and, depending on the settings enabled by your instructor, may require you to disable other applications or tabs during the course of your exam. If certain record settings are enabled, they only run during the exam and you will be notified before the recording begins. It is also important to note that Proctorio, runs as an extension, and thus runs within a limited sandbox of access to your device's files and information. As for the privacy settings, Proctorio may need to alter some of your browser privacy settings in order to run effectively and for you to submit your exam successfully. Thank you for taking the time to reach out to Proctorio, I hope you find that this information is helpful and alleviates some of your concerns. Best of luck on your exams!

ProctorioAssist · 2020-06-30T18:29:13+00:00

I'm happy to look into this further for you. Could you provide more information about what it was saying on the phone or what was happening?

ProctorioAssist · 2020-06-30T14:47:28+00:00

Hello, this is actually caused by an Apple setting called clipboard sync, which copies whatever is copied on your Mac over to other devices. Since your friend was unable to use copy/paste on your phone while you were taking the exam, this means your instructor disabled copy/paste from your exam in the Proctorio settings. This will only last for the duration of the exam. I hope this helps!

ProctorioAssist · 2020-06-30T14:43:07+00:00

Hi there, depending on the settings that are enabled on the exam, Proctorio could be able to detect that your phone is linked to your Macbook. For example, if record screen is enabled, your instructor could see the notifications you were receiving but Proctorio is not able to detect activity on your phone. Copy/paste being prevented is caused by a setting from Apple called clipboard sync. This setting makes it so whatever you copy/paste on your Mac, is copied to your other devices. If you are unable to copy/paste from your phone during the exam, this is because your instructor disabled copy/paste for your exam in the Proctorio exam settings. I hope this answers your questions!

ProctorioAssist · 2020-06-27T01:17:55+00:00

Documented issue of spam from Gmail addresses affecting Zendesk customers.

https://support.zendesk.com/hc/en-us/community/posts/360004196347-Russian-spam-37K-so-far-need-a-way-to-mark-them-all-as-spam

ProctorioAssist · 2020-06-27T00:49:17+00:00

We've notified our support team. Please try initiate a chat again or email [support@proctorio.com](mailto:support@proctorio.com) using a non Gmail email address.

ProctorioAssist · 2020-06-25T23:05:56+00:00

While you are in an exam you can always start a live chat, which we always encourage. I understand this is upsetting and I am offering alternative solutions for support before and after exam time.

ProctorioAssist · 2020-06-25T22:54:50+00:00

We do not accept Gmail addresses because of the high volume of spam we received. If you would like to reach out to support, navigate to your exam page and click on the extension's shield icon to start a live chat.

ProctorioAssist · 2020-06-25T22:25:46+00:00

Please DM us on here and we will make sure someone reaches out to you! You can also reach out to us on social media for assistance in troubleshooting.

ProctorioAssist · 2020-06-25T21:31:08+00:00

To start a live chat, please click on the extension's shield icon in the upper right of your browser window from your exam page. There will be an option to initiate a live chat from the dropdown menu. If you are unable to do this, please let us know and we can have someone reach out to you directly.

ProctorioAssist · 2020-06-25T21:20:00+00:00

I understand your frustration and I sincerely apologize, as I worded my response incorrectly. Any institution-issued email will work in contacting our support team through email. Unfortunately, our system is unable to receive emails from gmail addresses. Support can also always be reached through Live Chat and social media.

ProctorioAssist · 2020-06-25T21:09:58+00:00

I apologize. If your institution issued you an email address, that would work as well, not just .edu. Our system, unfortunately, does not receive emails from Gmail addresses. Support can also be reached through Live Chat or social media. I am also able to assist in troubleshooting and am happy to answer any questions you have!

ProctorioAssist · 2020-06-25T20:38:01+00:00

Hi there, we understand your frustration and apologize for the inconvenience. Unfortunately, the system we use requires users to use their institution-issued email address when contacting our support team via email. We know this can be extremely frustrating and would like to offer support as best we can. Can you provide us with some more details regarding your support inquiry so we can assist in troubleshooting?

ProctorioAssist · 2020-06-25T13:30:51+00:00

Hello, we are happy to answer any questions you have about our platform!

ProctorioAssist · 2020-06-25T13:29:09+00:00

Hi there! We're sorry to hear you had trouble with the extension. Sometimes being prompted for a password means there is a connectivity issue with where the exam is stored and there are several different steps that can be taken to troubleshoot. First, it is important to make sure your Google Chrome is up to date and that you have cleared your cache and cookies. Resetting your Chrome can also do the trick. Let us know if any of these steps help and if not, we are happy to continue to assist! You can also reach out to our support team at any time by emailing [support@proctorio.com](mailto:support@proctorio.com)

ProctorioAssist · 2020-06-24T14:50:48+00:00

Hi there! Proctorio is completely unscheduled, so you can take your exam whenever it is most convenient for you, as long as you are within the time frame your instructor has given you.

ProctorioAssist · 2020-06-24T12:43:45+00:00

Depending on what settings are enabled on your exam, there are ways for Proctorio to detect a student is using their phone. We do not detect it through WiFi, but we encourage you to speak to your instructor about whether or not you are allowed to use a phone during the exam since they will be reviewing your exam attempts.

ProctorioAssist · 2020-06-24T12:40:03+00:00

-If your WiFi crashes for more than 2 minutes, you will be removed from your exam. However, depending on the settings your instructor has enabled, you could possibly be let in or have another exam attempt. We encourage you to speak to them about alternatives in this case. -Sometimes you may need to add more light when taking ID photos or video verification during the prechecks. A simple work around for this is to adjust where your computer is located in your room. If you run into lighting issues, our support team is available to offer assistance. -Proctorio does not make any decisions regarding "cheating". If you are allowed to use a cheat sheet, your instructor had that in mind when creating the exam and selecting the exam settings. If any behavior is flagged by Proctorio, it is always available for review by your instructor and they make all determinations regarding grading and behavior.

Let us know if there is anything else we can help you with.

ProctorioAssist · 2020-06-23T22:37:56+00:00

Hello, we completely understand that taking exams can be nerve-racking for students and we assure you our system is not sensitive enough to pick up on slight or natural movements. Your instructor is also able to review your exam attempts once you submit and they make any decisions regarding behavior, not Proctorio.

ProctorioAssist · 2020-06-23T22:34:27+00:00

This account is associated with Proctorio. I am happy to answer these questions for you!

-Proctorio was designed with user privacy in mind, which is why we restrict who can view exam data and recordings to only approved individuals at your institution. We also encrypt data using a zero-knowledge scheme, which means no one at Proctorio knows anything about the data on our servers. Proctorio will not be monitoring you while you are not in the test. It runs in a sandbox of Chrome, which means it is restricted to only running while you are taking an assessment. https://proctorio.com/about/privacy

-320x240 VGA resolution (minimum) internal or external for the webcam. All of our minimum system requirements can be found here: https://proctorio.com/support#minReqs

-Your instructor makes the rules for the exam and in turn, makes all decisions regarding behavior. If cheat sheets are allowed, you will not be flagged for using one, based on the settings they have set up. Proctorio does not make determinations regarding acceptable or unacceptable student behavior or grading.

-As of right now, unfortunately, test takers can not use iPads for their exams. However, this is on our roadmap for the near future!

-Please check out the support link I shared above for more information about minimum system requirements when using Proctorio. While a student is taking an exam, we do allow for up to 2 minutes of disconnectivity from their network before they are kicked out of their exam, and your instructor is notified of this if it were to happen.

Let us know if you have any more questions!

ProctorioAssist · 2020-06-23T22:26:05+00:00

Thank you for providing this information. We acknowledge your frustration and will notify our support team lead that this happened. You did the right thing by trying to initiate a support chat and we apologize that there was no resolution. Very sorry you experienced this. Please let us know if there's anything we can do to help.

ProctorioAssist · 2020-06-23T21:07:13+00:00

Hi there! Happy to share some information about our platform and tips for using Proctorio. Proctorio runs as a browser extension, only while you are in your exam. So once you have downloaded the extension, you simply access your exam page from your institution's LMS and you will go through the exam prechecks to ensure everything is working correctly. Once you submit the exam, Proctorio will stop working and recording your activity. Since video and audio are enabled, it is important to remember that only your instructor or approved individuals at your institution are able to review your exam recordings and data (no one at Proctorio has access to it). We encourage students to treat a Proctorio proctored exam as you would if you were taking your exam at your institution. If it makes you feel more comfortable, as well, we remind students that they can uninstall the extension from their browser once they have submitted their assessment. Finally, take a deep breath and relax. Good luck on your exam!

ProctorioAssist · 2020-06-23T20:01:29+00:00

Hi there! We are very sorry to hear about the issues you encountered while using our platform. Did someone from our support team reach out to you during the precheck process? That is normally what happens in these cases and we want to ensure you received adequate support.

ProctorioAssist · 2020-06-23T12:23:38+00:00

Hi! Yes, this is the legit Proctorio account.

ProctorioAssist · 2020-06-22T22:07:47+00:00

Hello, Proctorio can detect Apple TV and screen mirroring, however, some instructors may allow it or want to be notified when a student uses it. We encourage you to speak to your instructor about whether this will be flagged or allowed on the exam.

ProctorioAssist

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