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SITES AP remote-proctored online exam

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As I prepare to take my online exam, what documents should I review?

In addition to reviewing the ProProctor User Guide in its entirety, the Prometric appointment confirmation email and the ProProctor installation guides (Windows or Mac), please review the guidance and resources provided in this ProProctor Tips & Guidance document to ensure that you have a successful testing experience. Should you need additional assistance, Prometric has created a help section where candidates can access user manuals and guides, FAQs and common technical issues when preparing to take the online exam.

What are the technical requirements to take a remote proctored online exam?

You can review the technical requirements in the ProProctor User Guide. To determine if your computer meets the minimum system requirements, be sure to run a system readiness check before scheduling a remote-proctored exam appointment.

What type of internet connection is recommended while taking my remotely proctored online exam?

For best internet connectivity, it is recommended that you connect with an Ethernet cable rather than using a wireless connection. Wireless connections are less stable and can lead to sudden disconnections and being dropped from the exam. If this happens, you should relaunch ProProctor to resume your exam. (Note that you will be required to go through the security check again.) If this happens three times or more times, you will be asked to reschedule your exam. 

If you are using a wireless connection, position your device where you can receive the strongest signal.

Make sure there are no other devices (phones, tablets, gaming/video streaming devices or TVs) or users connected to your internet connection for the duration of your exam. Lack of internet bandwidth or inconsistent internet bandwidth during your exam is the most common cause of lost connection to ProProctor and your exam.

Do I need to download a software application to take the online exam from a remote location?

Yes. ProProctor is the application Prometric has developed for remote proctored exams. The ProProctor User Guide, provides a comprehensive overview of the application, system requirements and testing environment requirements.

Download the ProProctor application at least one week in advance of your exam. To download ProProctor you will need the 16-digit confirmation number included in your “Confirmation Appointment” email sent by Prometric (donotreply@prometric.com) upon scheduling your exam. If you are not able to locate the confirmation email, please check your spam, junk or clutter folders.

Will the ProProctor application work with a Windows computer?

Yes, the ProProctor application will work with Windows 7 or higher. A system readiness check of your computer will need to be performed at least seven (7) days before your exam date in order to confirm it is fully compatible with the ProProctor application.

For specific instructions on how to install ProProctor application in a Windows computer, please visit ProProctor Software Installation Guide for Windows OS.

Will the ProProctor application work with a Mac?

Yes, the ProProctor application will work with a Mac OS X 10.13 or higher. A system readiness check of your computer will need to be performed at least seven (7) days before your exam date in order to confirm it is fully compatible with the ProProctor application.

For specific instructions on how to install ProProctor application in a Mac, please visit ProProctor Software Installation Guide for Mac OS.

Note: Some Mac users have found it helpful to temporarily switch off the Mac factory default firewall in System Preferences -> Security & Privacy -> Firewall in order take the online exam. Remember, ProProctor is web browser-specific and requires the current version of Google Chrome.

Can I use my iPad to take the remote-proctored online exam?

No, you can only use a computer or laptop to take the remotely proctored ProProctor exam.

Can I use my Microsoft Surface to take the remote-proctored online exam?

Yes, you can use the Microsoft Surface to take the remotely proctored online exam. However, you must configure your surface in laptop mode. To learn more on how to configure your surface as laptop visit ProProctor’s FAQs.

Can I use my employer-issued computer to take the remotely proctored online exam?

Yes, if you have the necessary permissions to change the security settings and install/launch a new program.

Prior to scheduling an online exam, you will first need to confirm with your employer’s IT department that you have the necessary permissions to make changes to your security settings (e.g. temporarily disable firewalls) and that you have permission to install Prometric’s ProProctor application. We strongly suggest that you send the General Instructions for Corporate Computers, ProProctor System Requirements and the ProProctor User Guide to your IT department so that they fully understand what is required.

Note: the ProProctor system readiness check does NOT check your computer’s security or anti-virus settings nor whether you have the necessary permissions to install and launch ProProctor and therefore if you have not previously checked with your employer’s IT department you may experience technical issues when trying to install and launch the ProProctor application during your scheduled exam time

What should I do if I am not able to download and install the ProProctor App on my computer?

Review the ProProctor Software Installations Guides, the ProProctor System Requirements and perform a system readiness check before downloading and installing the ProProctor application. If you are having technical difficulties, contact ProProctor Technical Support who will provide assistance to troubleshoot errors (you may need to switch Ad-blocker software off, in order to launch the technical support chat session).

My webcam is integrated into my laptop. Do I need an external webcam to take the exam?

No, if your webcam is integrated into your laptop and properly functioning, you do not need a separate external webcam.

What headphones are acceptable during my exam?

During the remote proctored online exam, audio communication between you and the Readiness Agent and Remote Proctor is crucial. For best results, use wired headphones with a microphone. Wireless Bluetooth headphones are prohibited while taking your remote proctored exam.

If you start the exam with Bluetooth headphones, you will be required to remove them. You might be disconnected from the Readiness Agent or Remote Proctor when you disconnect the headphones. If this happens, you should log out and relaunch ProProctor to resume your exam. (Note that you will be required to go through the security check again.) If this happens multiple times, visit the ProProctor help page and contact technical support via chat.

When should I log on for my remote proctored online exam?

You will need to log on to ProProctor 30 minutes prior to your scheduled exam appointment. Upon logging into the Prometric site, you will be prompted to go through a series of security checks before launching your exam. You must abide by the Prometric security rules in the remote-proctored environment. It is recommended you carefully read these before your scheduled exam date since you will be required to agree to them before starting your exam.

I am having technical problems trying to launch the remotely proctored online exam, what should I do?

You may visit ProProctor’s Common Technical Issues webpage to see if the issue you are experiencing is addressed in any of the common technical issues articles, and be sure to read the ProProctor User Guide from cover to cover.

For specific instructions on how to install the ProProctor application, follow the instructions in the ProProctor Software Installation Guide for either a Windows or Mac operating system. In addition, check your antivirus software to ensure that the ProProctor application is added to the exclusions list and is excluded from the antivirus scan scope while taking your online exam.

If your specific issue is not addressed, contact ProProctor Technical Support who will provide assistance to troubleshoot errors (you may need to switch Ad-blocker software off, in order to launch the technical support chat session). After 30 minutes of trouble shooting without successfully resolving the technical issue, you will be given the option by Prometric to reschedule your exam.

What should I do if I logged into ProProctor and the Readiness Agent does not show up?

Once the connection is established with ProProctor, the Readiness Agent should show up within a few minutes. If the Readiness Agent does not show up within 10-15 minutes (maximum), it is most likely that the connection was not properly established and therefore, the Readiness Agent is not aware that you are waiting in the “lobby area” for virtual check-in. If this happens, you should exit the system and relaunch ProProctor. If you continue to experience an extended wait time, visit the ProProctor help page and contact technical support via chat (this is the fastest method for assistance).

What can I expect during check-in for my online exam?

The ProProctor User Guide provides you with step-by-step instructions for how to check-in for your online exam; you should read it carefully. The check-in and security screening processes are very similar to what you would expect at a Prometric Test Center, but in an online environment. An online Prometric Readiness Agent will ask you to provide a 360-degree view of your environment using your webcam. You will need to have a small mirror on-hand so that the Readiness Agent can check your computer keyboard and screen to ensure that there is nothing attached. They will then ask you to stand up to do a visual scan of your person. This will include (but is not limited too) conducting a sleeve, pocket and glasses check. Just as at a Test Center, remember to remove jewelry and empty your pockets prior to check in.

You may find it helpful to watch this video to better familiarize yourself with the online check-in process.

Top tip: it is best to wear clothes that do not have pockets – it can be challenging turning-out the pockets on a pair of Jeans on camera!

Can I use a credit card as a secondary identification for a remotely proctored online exam?

Credit cards cannot be presented as identification for security reasons. During the online exam, check-in process images are captured of a candidate's ID, and as such candidates should NOT use a credit card for ID purposes for remotely proctored online exams.

What should I do if I have technical problems during my remote proctored exam?

A Remote Proctor will be supervising your exam during its entire duration. You must contact the Remote Proctor via chat or audio if:

  • You experience a problem with your computer
  • An Error message appears on the computer screen (do not clear the message)
  • You need the Remote Proctor for any other reason

What happens if I am disconnected from the ProProctor application more than once?

If you are disconnected from the ProProctor application three times, you will be asked by the Remote Proctor to reschedule your exam. Please contact gbci.org/contact for assistance with rescheduling your exam.

What happens if someone comes into the room I am using for my online exam?

It is very important that you take your exam in a room with a door you can close. No one else can be in the room.

Before launching your online exam, you will have agreed to be recorded (audio and visual) for the duration of your exam. If someone else comes into the room where you are taking your exam, privacy laws require that Prometric immediately shut down your exam because the individual entering the room has not consented to be recorded. If someone enters the room where you are taking your online exam, your exam results will be invalidated, and you will forfeit the full exam fee.

Can I say the exam questions out loud when I am taking an online exam?

Reading the questions out loud breaches exam security protocols. The content of the exam is confidential and may not be shared with anyone, which includes your remote Proctor.

Am I allowed to take a break during my online exam?

No, breaks are not permitted during remotely proctored online exams. It is strictly prohibited for you to be out of the webcam’s field of vision at any point while taking the exam. If you leave your seat during the exam, except when authorized to leave by the Remote Proctor at the end of the exam, your exam session and fees are forfeited.

Am I allowed any scratch paper and pen/pencil?

Yes. Candidates are allowed two sheets of scratch paper and either a pen or pencil during the exam. The pieces of paper and writing utensil will be examined by a proctor during the 360-degree scan of your environment that takes place before the exam. Remember, at the end of your exam you MUST tear your scratch paper into small pieces in front of your remote Proctor BEFORE you exit your exam; if you do not, your exam results may be voided.

A digital notepad is available in ProProctor during the exam to use in lieu of the scratch sheets of paper.

Please note: Mechanical pencils or a pen that clicks are not allowed.

I have tried contacting Prometric Technical Support and can’t get through. What can I do to reach them?

Chat is the best way to reach Prometric, rather than calling them by phone. You can also submit an inquiry via their Contact Us page. Please review the ProProctor User Guide in detail (cover-to-cover) and review common technical issues prior to your exam to ensure that all system requirements are met. Remember, ProProctor is web browser-specific and requires the current version of Google Chrome.

My exam appointment was canceled by Prometric, what should I do?

Due to circumstances outside of their control (e.g., weather related closures), Prometric will on occasion cancel a candidate’s exam appointment. If this is the case, you will receive an email cancellation from Prometric and will have the option to schedule your exam as a remotely proctored online exam or at a Prometric test center. Please allow up to 5 business days for Prometric’s scheduling system to process the cancellation updates. Once the system is updated, you will be able to self-serve and reschedule your exam. Please use your current EID when rescheduling your exam.

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