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. Please ensure that you email the LAT Office immediately if you need to reschedule.

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.