Proctorio Troubleshooting Chart
Question
Solution
Are you using Chrome?
Use Chrome
Is the “Secure exam Proctor (Proctorio)
link visible on the left side of the screen
in Canvas?
Click on the link to install the Proctorio extension
Did Proctorio work but no longer does or
is Proctorio requiring a password to enter
the test?
Delete the Proctorio extension in Chrome settings
(3 dots, More tools then Extensions) and refresh
the Canvas page. The Secure Exam Proctor link
should be visible again. Click on it to reinstall the
Proctorio extension. Try to take the test again.
Proctorio displays an insufficient RAM
memory warning but would allow you to
proceed with the test.
Close all running programs and restart the
computer. Make sure only Google Chrome is
running prior to attempting the test.
Are you attempting to take the test in a
secure network environment?
High security corporate or military network
restrictions may prevent Proctorio from working.
You will need to make alternative arrangements
with the teacher if you are not able to use a
different network for your exam.
Has it been confirmed that Proctorio is
required and has been set up
successfully for this exam?
Contact your instructor to make sure the exam is
set up for Proctorio. You can also confirm the
requirement with the Office of Teaching &
Learning. 801-863-8255.
Hardware Issues or Proctorio won’t run
on your computer?
Proctorio requires 1 GB of free RAM.
Installed software on your computer could interfere
with Proctorio. Use a different computer or
network.
All else fails
Clear the Chrome browsing history and cache.
Restart the computer to fix any synching issues.
Proctorio Chat: (
click on the black oval with 3
white dots in lower left corner)
Call: (866) 948 9087
Email: [email protected]
