• CLOSED:
  
  NOTE: The IT Support Centre is currently closed.
  
  
  Please review common issues below to see if your problem can be resolved.
  If the information provided does not resolve your issue, reach out to the vendor for direct support.
  
  If you are in a timed quiz that is not being proctored, email your instructor directly to report your problem.
  
  After hours issues that prevent you from completing your exam need to be reported to your department via the information provided in your course.

Important Messages

• ProctorU Issues Starting BHSc On-Campus Exam:
  BHSc on-campus exams will use Chrome with the 'Guardian Extension'. Quit the Guardian browser and only use Chrome to write your exam.
  Start Chrome, apply all pending Chrome updates, then log into OnQ.
  Look for the ProctorU link that is labelled as being the link for your quiz. Once you select your quiz, you will be prompted to download and install the 'Guardian Extension'. If the 'Guardian Extension' is already present, the next page will automatically load.
  
  Enable Screen Recording- If using Chrome on a Mac and the ProctorU launch halts after camera turns on, check your screen recording permissions for Chrome:
  
  Step 1. Open "System Preferences".
  
  Step 2. Click "Security & Privacy" and expand the "Screen Recording" window.
  
  Step 3. Select the "Google Chrome" option and restart the browser once. If already on, toggle it off, save and then turn back on.
  
  
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• ProctorU - Multiple Sessions
  If you face this error, pause for a few seconds and then click the button that states "I have closed my open sessions" If that does not resolve the issue prior to starting your quiz, reach out to ProctorU support directly via chat. There is an option in the chat tool with ProctorU to click on Multiple Sessions and they will quickly reset your sessions.
  If you still experience 'Multiple Sessions' when rejoining your quiz and your quiz timer is running, continue to start a chat here, while also starting a chat with ProctorU support. The Queen's exam team will review your exam log to possibly provide lost time.
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• ProctorU - Failing Equipment Test?
  If Guardian Browser is open, close it. Access onQ via Chrome, then click on the link in your course to access ProctorU. Once in the ProctorU dashboard, click on Test your Equipment. This will reopen Guardian and you should have success. If your equipment test is still failing, reach out to ProctorU support via the chat button in bottom right of the ProctorU dashboard or via (https://support.proctoru.com/hc/en-us/requests/new)
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• ProctorU - End the Recording
  When you have submitted your quiz and completed the steps as instructed in the exam, you can stop the recording by closing the Guardian Browser
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• Quiz Password is Failing, ProctorU is not Launching or a Spinning Wheel
  
  
  
  • Close all open browsers
  
  
  • reopen Chrome, apply any pending Chrome update, and access your onQ course via Chrome
  
  
  • access the link to your ProctorU quiz and start the process again
  
  Typically, the problem is due to cached data, or a pending browser update and simply starting clean will resolve the issue. If problems continue, then start a chat here. If we are closed, start a chat with ProctorU support.
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