*** REVIEW IMPORTANT MESSAGES BELOW BEFORE STARTING A CHAT ***

IMPORTANT:

Listed below you will find the most common issues that affect exam takers. Please review the steps below and attempt to resolve the issue being experienced, prior to starting a chat.

Important Messages

ProctorU - Steps to Resolve 99% of ProctorU Issues Yourself
NOTE: Help Desk follows these same steps when you start a chat

1. Restart your computer, do not shut down, use restart.
- On an Apple Mac computer, make sure “Reopen windows when logging back in” is not checked
2. ** Apply Google Chrome updates
- Click the Ellipses (…) in the upper right corner of the screen
- Click Help
- Click About Chrome
- Google Chrome will check for the latest version of Chrome
- If a new version is available, install the update and relaunch Chrome

If not solved, continue with

3. Disable all extensions and remove Guardian by clicking the Puzzle Piece next to the address bar
4. Delete your browser cache - Click the Ellipses (…) Delete browsing Data - All
5. Restart and log back into onQ in Chrome (https://onq.queensu.ca) to start your exam (even if you were to use the Guardian Browser)

Click on the direct link to your exam and follow the steps/instructions.
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