• 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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• 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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• 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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• 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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