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Taking the exam

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Do I need to download an application in order to take the remote proctored online exam?

Yes.  ProProctor is the application Prometric has developed to deliver remotely 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 “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. NOTE: Mac OS 13.0 Ventura and higher is not supported at this time

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.

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

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

Screen: The minimum resolution required is 1024 x 768, but 1920 x 1080 is recommended. The minimum recommended screen scaling is 100%. Dual monitor configurations are not permitted. 

Operating System: Windows 8.1 or higher; MacOS 10.13 or higher. NOTE: The following are not supported at this time: Mac OS 13.0 Ventura and higher and Ipad/Android tablets. Microsoft Surface or similar can only be used when configured in laptop mode.

Web Browser: Google Chrome (with latest update installed)

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

Webcam: The minimum resolution required is 640 x 480p. Your camera must be movable to perform the 360-degree security check. 

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).

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 check does NOT check your computer’s security or anti-virus settings nor whether you have the necessary permissions to install and launch ProProctor; 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

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

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

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.

Where can I find additional information related to Prometric’s ProProctor’s application and remotely proctored online exams?

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 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. NOTE: Mac OS 13.0 Ventura and higher is not supported at this time.

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 in order to download and install the ProProctor application. See this FAQ for more details.

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.

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 and ProProctor Tips & Guidance document in detail. NOTE: Mac OS 13.0 Ventura and higher is not supported at this time.

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.

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

‘Chat’ is the best way to reach Prometric, rather than calling them by phone.  In order 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 (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.

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

The ProProctor User Guide provides you with step-by-step instructions for checking in to your online exam; you should read it carefully from cover to cover. 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. It is important to note that all communication with the Readiness Agent and Proctor will be in English. An online Prometric Readiness Agent will ask you to provide a 360-degree view of your environment using your webcam. You may need to have a small mirror available 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 checking in.

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 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).

Can 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.

I am having technical difficulties with my ID verification during the check-in process. The photo of my ID card is coming through to the Readiness Agent as a blurry image. What should I do?

This could indicate a weak internet connection.  Ensure that no other devices in your home are connected to the internet.  If available, use an ethernet cable connected to your internet router.

When taking the photo of your ID card:

  • Make sure your face is well lit and fills the picture window in the image. Optimal camera positioning varies with each computer; generally, the best position for a headshot is approximately 12-18 inches (30-45 centimeters) from the camera, with your head centered relative to the computer screen.
  • Make sure your photo identification card fills the window and your name is visible. Generally, the best position for a photo of an ID card is 8-12 inches (20-30 centimeters) from the camera, with the ID card centered relative to the camera.

If the image of your ID card is still blurry, log out of the ProProctor session and log back in.

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.  Please contact gbci.org/contact for assistance with rescheduling 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 are the most common causes of lost connection to ProProctor and your exam.

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 type of 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.

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 working, you do not need a separate external webcam. However, a system readiness check of your computer will need to be performed at least 7 days prior to your exam date to confirm it is fully compatible with the ProProctor application.

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 all guidance and resources provided in the ProProctor Tips & Guidance document to ensure that you have a successful testing experience.

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

No, breaks are not permitted during remote 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?

When taking the exam at a test center, candidates are allowed two sheets of scratch paper and either a non-mechanical pen or pencil. Mechanical pencils or a pen that clicks are not allowed.
During a remotely proctored online exam, scratch sheets of paper and a pen or pencil are not allowed. A digital notepad is available in ProProctor during the exam to use in lieu of the scratch sheets of paper.

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 being 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 being recorded. If someone enters the room where you are taking your online exam, your exam 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.

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