Complications during an exam?

Help is available to you.

Sometimes complications arise during an exam. At the North Campus Test Center, the proctor on duty is available to help navigate any obstacles that arise. If you are completing an exam using Proctorio, there is help available.  

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

  • Live Chat is available during the exam by clicking the gray shield icon in the top right corner of the screen. Live Chat is only available 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 contacting Proctorio and trying the solutions below do not resolve your issue and allow you to complete your online exam, 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. These common issues and solutions are also available in the exams modules in ICON. 

Common problems and solutions

Sometimes students are unable to locate a proctored online exam in ICON. This usually means the student has opened the Proctored Exams Portal in ICON and is 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 online exam in ICON.

To begin 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. 

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

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. 

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 Live Chat. 

Updates happen in the background when you close and reopen your computer’s browser. If your browser has been left open for a while 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 

If an exam abruptly closed while working on it, the student may have used a keyboard shortcut like Ctrl + F or right-clicked on their mouse.

In most cases, Proctorio’s Live Chat can help the student resume the exam. Contact Proctorio immediately. 

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