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SITES AP remote-proctored online exam

  • Updated

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 the ProProctor Tips & Guidance document and the ProProctor Checklist to ensure that you have a successful testing experience.

To watch a video tutorial about preparing for your remotely-proctored exam, download the "Online exam: Setting up for success" video.

What are the technical requirements for a remote proctored online exam?

Operating System: Windows 8.1 or higher; MacOS High Sierra 10.13 or higher; Microsoft Surface or similar can only be used when configured in laptop mode.

NOTE: The following are not supported at this time:

  • Mac OS Ventura 13.0 to 13.2.1 (13.3.1 upgrade required)
  • Mac OS Sequoia 15.0
  • Chrome OS
  • Linux based distributions
  • Virtual machines
  • iPad/Android tablets

Web Browser: Google Chrome (with the latest update installed)

Power: Your laptop/PC should be plugged directly into a power source, unattached from a docking station and not relying on battery power. 

Screen resolution: The recommended screen resolution is 1920 x 1080; the minimum resolution is 1024 x 768.

Monitor: You can only use a single monitor for your exam, please ensure you unplug any additional monitors you have connected to your device. If you are using a laptop, you are permitted to connect a single external monitor, however you must close the laptop. Wall-mounted monitors (such as TV monitors) are not permitted. There are no restrictions on monitor size, including large and curved monitors.

Audio Hardware: Working speakers and an enabled microphone are required. Bluetooth headsets are not supported.

Camera: You must have a working camera connected to your device to perform a 360-degree view of your testing space and to enable monitoring during the exam. An external camera connected via USB is required if testing on a desktop computer or on a laptop with the screen closed.

Internet Connection: Download speed 1.0 Mbps or greater

Wi-Fi Connection: For the best experience, use an Ethernet cable to connect directly to the router and make sure there is no additional load on your Wi-Fi connection from other users such as streaming videos, music or games. If unable to plug directly into the router, please position your device where you can receive the strongest signal. Lack of signal strength during your exam may cause you to lose connection to your exam. No VPNs or virtual machines are supported. 

You can read more about the technical requirements in the ProProctor User Guide. Perform a system readiness check at least seven (7) days before your exam to ensure that your computer meets the minimum system requirements.  Review the ProProctor Tips & Guidance document for additional useful information.

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 you are having technical difficulties, refer to Prometric’s FAQ or 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).

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

Review the ProProctor Tips & Guidance document for useful information about ensuring your internet connection is optimized for taking a 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. The ProProctor Tips & Guidance document has additional useful information for a successful testing experience.

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 Appointment Confirmation 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 8.1 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 High Sierra 10.13 or higher. IMPORTANT: MacOS Ventura 13.0 to 13.2.1 are not supported; please upgrade to 13.3.1 before testing.

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 to 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 a 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).

If you are using a computer issued by your employer, you may need to first contact your IT department to download and install the ProProctor application.

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.

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. However, a systems readiness check of your computer will need to be performed at least 7 days prior to your exam date to confirm if it is fully compatible with the ProProctor application.

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.

Please note that if you launch your exam prior to 30 minutes of your scheduled exam appointment time, you may receive an error. Try to re-launch your exam within the 30-minute window before your scheduled exam appointment time.

What should I do if I experience problems launching the remotely-proctored online exam?

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 and ProProctor Tips & Guidance document in detail.

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 troubleshooting 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 to) 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 Checking in for your exam: Identification and security requirements video tutorial to better familiarize yourself with the 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!

What type of identification is required to check in for my exam?

You must provide a valid (unexpired), government-issued identification that includes both a photo and a signature*. The ID must be in its original format; no photocopies, phone images, or duplicates will be permitted. The name printed on your ID must be in Roman characters and must match exactly with the name that is on your exam registration. If you need to make any changes to the name on your exam registration, please be sure to contact GBCI at least fifteen (15) days prior to your exam appointment.

If your main form of ID does not meet all of the criteria above, you may present a secondary ID that fulfills the missing elements. Please refer to the SITES AP Candidate Handbook for unacceptable forms of secondary ID.

To preview a tutorial about the ID requirements and check-in process download the  "Checking in for your exam: Identification and security requirements" video.

*Note: Government-issued passports and national ID cards without signatures are accepted as valid identification for exams, as long as they have a photo and are not expired.

Why can't I use a credit card as a secondary identification for a remotely-proctored online exam?

GBCI does not allow candidates to use a credit card for secondary identification for security reasons. During the online exam check-in process, images of the candidate's ID are captured. As such, candidates may 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 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.

Why am I not allowed to 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, including the exam 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?

Scratch sheets of paper and a pen or pencil are not allowed during the remotely proctored online exam. A digital notepad is available in ProProctor during the remotely proctored online exam to use in lieu of the scratch sheets of paper.

How can I get help from Prometric Technical Support team during my exam?

To access Technical Support during your exam, you should use the chat feature located in the bottom right corner of the ProProctor Support page. To access Technical Support more quickly, it might be helpful to contact them outside of peak hours. Please review the ProProctor User Guide in detail 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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