• CLOSED:
  
  NOTE: The IT Support Centre is currently closed.
  
  
  On Thursday November 13, the Help Desk is closed for a departmental event. Test takers are asked to contact their department if help is needed. Test takers can also review common issues below to see if the problem can be resolved.
  If the information provided does not resolve your issue, you may also 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 - 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 - Not Authorized after confirming Identity
  
  You may have accessed a quiz in the ProctorU dashboard that is not the quiz you were to take. Please start over, ensuring you are reading the instructions given in the course on how to access the quiz. Once you are back in the Proctoru dashboard, scroll down to ensure the exam you are selecting is the correct one.
  If your intended exam is not showing, you have either clicked on an incorrect link to the exam in onQ, or an accommodation may be missing. If you are still unable to resolve by rechecking the dashboard, continue to submit a request for help below. If the Help Desk is closed, you can reach out to ProctorU support for assistance. If unresolvable, email the contact address provided in the course.
  
  
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• ProctorU Guardian Browser - Can't Find Website
  A number of students have reported that they cannot search for onQ when using the Guardian Browser. You will need to type: https://onq.queensu.ca to bring up the website for onQ.
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• Proctortrack Password will not Paste
  
  With Proctortrack open, click on the Exam Password button located about your video image. This will place the quiz password in your clipboard. Once in the clipboard, click in the password field and paste via hotkeys, or if that fails, right click and select paste.
• ProctorU Quiz Password is Failing, ProctorU is not Launching or you have a Spinning Wheel
  If you are in the exam and onQ is not progressing, simply refresh your browser.
  If you are attempting to access the quiz and experience problems, do the following.
  
  
  
  • 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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