Troubleshooting

If you have technical issues or something goes wrong during your test, the proctor will try and help you. If the issues are related to technology they will transfer your session to a technical support team member. It is important to remain calm. You may eat and use the bathroom while this is happening. If you do leave your computer while technical issues are being resolved, it is a good idea to have someone watch your computer for you in case you are required to action something on your side. We understand that remote proctoring can be stressful. It is important to know that if you are having ongoing issues and become distressed that you can stop if you need to. You can reschedule your session to another time, to provide an opportunity to resolve the technical issues you are facing. This may include finding another computer, changing location or both.

If you need to report an issue to ACER regarding your remote proctoring test session, please provide as much information as possible. Your case will be investigated based on the Meazure Learning ProctorU test session records, ACER online test logs, and any information provided by you in writing. ACER will take appropriate actions to rectify the issue and/or reschedule your test session. Candidates will have to sit and complete the test during the rescheduled test session. No further extension will be granted.

Please ensure that you email the LAT Office immediately if you need to reschedule your test session (do not rely on ProctorU to contact us). Please note rescheduled sittings are still on the main test date wherever possible. Should the technical issue require additional time to resolve, the LAT Office may permit the sitting to be scheduled in the following few days after the main test date. No rescheduled test sittings are possible after the alternative test date.

Troubleshooting tips

For your sitting, you will need a webcam, microphone and stable internet connection connected to your device. If, in the lead up to your sitting, you need assistance troubleshooting your webcam or microphone, we recommend you refer to the ProctorU Equipment Requirements and Help articles.

Please be aware that firewalls installed on your device and geoblocking in certain locations may cause problems during your sitting. Sitting using an open network, or on a device with pre-installed remote controlling software like TeamViewer may also prevent a successful sitting on your end. You should identify any remote controlling software prior to test day so that you can ensure it has been disabled or uninstalled on your computer before you sit your test.  

If you need technical support from ProctorU, go to their live chat and phone support page. If you have to wait more than 20 minutes to connect to a proctor on the day of your test, please reach out to ProctorU.