Appendix E

Troubleshooting Scheduled Exam

Issues

Tip/ Resolution
Share screen button is not visible or disabled.

Please check that you allowed your browser to use screen share. If the permission issue persists, please contact Proctortrack support center.

Allow

During the exam, only the questions are visible and not the answer options.

Ensure your machine browser zoom is set to 100% prior to taking the exam. If it’s not set to 100% the options and buttons would have moved down in the UI –and it can only be viewed/accessed by using the scroll bar.

The submit exam icon in the exam system is not visible

Ensure your machine browser zoom is set to 100% prior to taking the exam. If it’s not set to 100% the options and buttons would have moved down in the UI – and it can only be viewed/accessed by using the scroll bar.

It is exam day and I have logged into the learner portal, but I cannot access my exam.

Learners must log into Proctortrack at https://catesting.verificient.com first.

Click on Confirmed and then on the Go to Test once it becomes active at the scheduled time and follow the directions on screen. Once scans are approved, proctoring begins, and learners will be directed to the Humber Learner Portal login page to access the exam.

The Proctortrack desktop application does not launch. It keeps prompting me to download the desktop application. Save the application to the Downloads folder on your device. Double click on the application named Proctortrack.exe from the Downloads folder to launch.
I keep failing the room and physical desktop scans. Slowly rotate the camera and use the full 20 seconds allotted to capture an entire 360-degree room scan.
I have launched the Proctortrack application but I am now stuck on a particular step. Pay attention to the chat window for instructions from the proctor. Scroll to the bottom of the chat window to see new messages.