If you experience a problem during a Proctorio exam, check out the FAQ below or contact LiveChat.

Proctorio offers 24/7 support via LiveChat, email, and phone. 

  • LiveChat is available during the exam by clicking the gray shield icon in the top right corner of the screen. LiveChat can only be accessed from within the ICON course site. 
  • support@proctorio.com 
  • Phone: 480.428.4076 and 866.948.9087 
  • Proctorio Student Support 

In most cases, Proctorio can help you get back to the exam with very little time lost. If after contacting Proctorio and/or trying the solutions below and your issue is not resolved, you may need to request a make-up exam (link to make-up exams) from your instructor.  

Some issues arise so frequently during an online proctored exam that they deserve to be mentioned. Below is a list of commonly reported problems and their solutions. 

Frequently Asked Questions (FAQ) and solutions

Access codes are not needed to start an exam. If you get this message there was a problem with the installation of Proctorio on your machine.

Try any of the following solutions: 

  1. Make sure you have the latest version of Chrome. 
  2. Close Chrome and all associated tabs and then re-open Chrome. 
  3. Clear the cache in Chrome. 
  4. Un-install Proctorio and then re-install Proctorio. 
  5. Restart the computer. 
  6. Check to see if your firewall or antivirus program is  blocking Proctorio. 
  7. Check to see if JavaScript has been turned off. 

If an exam abruptly closed while working on it, you may have used a keyboard shortcut like Ctrl + F, tried to open another program or tab, or gotten a phone call during an exam.

In most cases, Proctorio’s LiveChat can help you resume the exam. Contact Proctorio immediately. 

If Proctorio is unable to provide a solution, contact your course instructor and/or doe-exams@uiowa.edu

Updates happen in the background when you close and reopen your computer’s browser. If your browser has been left open for an extended period you may have a pending update. 

To update Chrome: 

  1. On your computer, open Chrome. 
  2. At the top right, click the three vertical dots. 
  3. Scroll down to "Help" and a pop-up menu appears. 
  4. Select "About Google Chrome."  
  5. A new page appears with information about the version of Chrome you are running. It will begin an update if one is needed. 
  6. After updating Chrome, make sure to close Chrome and all associated tabs. Then, re-open. 

More information about updating Chrome can be found here: 

https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en 

While browsing the internet, Chrome tries to keep some items in its “short-term memory.” This makes it easier to load the next time. This “memory” can get in the way when a page has been updated or changed.

Clearing the cache can solve problems in both ICON and Proctorio:  

  1. Open Chrome. 
  2. In the top right-hand corner, click on the three vertical dots. 
  3. Select “More tools” and then click on “Clear browsing data.” 
  4. Choose a time range. (Exam Services recommends selecting “All time.”) 
  5. Check only the boxes next to “Cached images and files” and “Cookies and other site data.” 
  6. Click “Clear data.” 
  7. When complete -- and it will only take a few moments -- close Chrome and all associated tabs. Then, re-open Chrome. 

More information about cache and cookies can be found here: 

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en 

To start an exam or a quiz in ICON, click on the “Take the Quiz” button that appears underneath the quiz description.

There are multiple reasons why the "Take the Quiz" button could be missing: 

  1. Exam deadline has passed in ICON. Contact the instructor for an extension. 
  2. Not using Chrome to open the quiz or exam. 
  3. Not using the latest version of Chrome. 
  4. Problem with Proctorio installation. Uninstall and then re-install Proctorio. 

If none of the these solutions work, contact Proctorio’s LiveChat. 

If you are unable to locate a proctored online exam in ICON this usually means you have opened the Proctored Exams Portal in ICON and are clicking on the exam name. If you click on the exam name in the Proctored Exams Portal, a pop-up window will appear with exam details. The Proctored Exams Portal does not have a link to the actual online exam content in ICON.

To find your exam:

  1. Open the Quizzes page in your ICON site
  2. Click on the name of the exam you wish to take
  3. Click on the “Take the Quiz” button

  • Option 1. On the left menu bar in your ICON course, click on “Secure Exam Proctor," and follow the on-screen prompts. 

  • Option 2. Take the Practice Quiz in your ICON course. The Practice Quiz will instruct you to install Proctorio; follow the on-screen prompts. 

  • Option 3. Visit https://getproctorio.com 

  • Option 4. Click on any quiz or exam in your ICON course that uses Proctorio. The quiz or exam will instruct you to install Proctorio; follow the on-screen prompts. 

If you do not have access to a quiet/private location for Proctorio exams, please contact us at 319-467-4628 or via email at doe-proctor@uiowa.edu to schedule a space in the North Campus Test Center.

If you do not have access to a computer that is sufficient for Proctorio exams, please contact us at 319-467-4628 or via email at doe-proctor@uiowa.edu to schedule a space in the North Campus Test Center.