Troubleshooting for online invigilated exams
Asked to enter password when attempting to begin AI invigilated exam
Issue description:
Instead of triggering the identity verification process when beginning your AI invigilated exam, you are reaching an ‘Enter Password’ screen.
Check you have:
- The latest version of Google Chrome or Firefox
- The correct ProctorU browser extension for the browser you are using
- Enabled the ProctorU browser extension if you have previously disabled it
If this doesn’t work:
Download and install the latest version of Firefox browser if you haven’t already. This solution is for Firefox.
- Clear cache, history, and saved passwords.
- Uninstall ProctorU extension and RESTART the computer
- Once up and running, log into ProctorU again
- Re-install the ProctorU extension here: https://www.proctoru.com/firefox
- Finally log back into Canvas and launch the exam
Support
Contact the UTS exam hotline for technical support with your online exam.
Call: +61 2 9514 3222 or from an internal UTS phone dial 3222
The Exams Support Hotline can help you with:
- Canvas issues
- student login issues
- issues with an internet browser or browser extension
- technical setup prior to your exam, such as setting up local drives, webcams and checking browser speed
- technical setup for assistive technology for students with accessibility requirements
Hours of operation during sessions:
Monday to Friday - 8:00am to 9:30pm AEST/AEDT
Saturday and Sunday - 9:00am to 5:00pm AEST/AEDT