CSE 6040 Platform and Proctoring Troubleshooting

This page is for issues related to the platform or proctoring tool, not Vocareum-specific troubleshooting. If you're experiencing issues with Vocareum you need to go to the Vocareum Troubleshooting page.

Issue: Unable to get proctoring started.

For GT MSA/OMSA students:

• Confirm Honorlock extension is installed. If it is, try uninstalling it and re-installing it
• You can do either of the steps below. Contacting Honorlock first is more likely to guarantee it's solved, but the other option is something you can do on your own and should also be quick.
• Try starting the exam in Chrome using a new profile (click Chrome profile icon at the top right> add > continue without account). You'll have to login to Canvas again and will have to reinstall Honorlock, but this should clear things up.
• If you are still having an issue, contact Honorlock support. They will live chat you quickly and get you up and running

For VMM students:

If you get this error:

• Uninstall Proctortrack, then reinstall it, attempt to restart the test again
• If you keep getting the error in a small white dialogue box saying "error starting exam", you will have to contract Proctortrack Support
• If you see a different error, you will need to make a private piazza post for the instructor to look. Please attached a screenshot and mention what troubleshooting steps you've tried. It's possible that the exam started initially then Proctortrack had an issue, meaning the TA's will have to reset your status on our end.

Issue: Your computer feels slow. Mouse may move slowly, keys don't respond instantly, etc.

For GT MSA/OMSA students: Honorlock may be resource-intensive and slowing down your computer. Try these things:

• Open Task Manager and confirm no other applications are taking up a lot of resources
• Ensure nothing else intensive is running (ex: Netflix stream, games, automated backup, etc.)
• Try a different browser, is it only Chrome that's slow? If so, close the exam in Chrome and go open it in a different browser.
• If none of those work, try restarting Honorlock (see next Troubleshooting step answer for guide on restarting Honorlock)

For VMM students: Proctortrack has a bug sometimes when it starts up with Vocaraeum. This fix always works:

• Login to edX in a different browser (eg. if you started in Chrome, now go open your exam in Edge/Safari), then open the exam there. As long as Proctortrack is still running, it will let you do this. Once that is open, CLOSE your exam in the first browser. This issue should now be fixed.
  • Common reasons for it not working: you have to use a different browser, not a different window of browser X, but a different browser altogether.

Issue: Your proctoring tool (Proctortrack or Honorlock) has frozen/stopped recording/reports some other issue:

For GT MSA/OMSA students: restart Honorlock

• Close Honorlock (end exam or similar button), let it finish uploading
• Start Honorlock again like you did when starting the exam
• At the end when it wants to enter the passcode, you'll have to do these two thing in parallel:
  • Contact Honorlock support via Live Chat support page. Tell them verbatim "I had to restart Honorlock and now it wants to re-enter the passcode but I don't need it to be entered again. Please help me override it so I can continue my exam".
  • While you're doing the above, please move the Honorlock windows to the side and continue working. Support is fast but not fast enough that you should sit there and wait for them to resolve it.
• This process should not take more than 5-10 minutes MAX. It is still functional even with the passcode entry box open, so you can continue working while waiting for Honorlock support.

For edX VMM students: restart Proctortrack

• Make a private piazza post requesting that the TA's let you "resume" your proctoring because you needed to restart it.
• Close Proctotrack (end task if needed), let it finish uploading
• Start Proctortrack again like when you first started the exam. If it doesn't work, you may need to wait for a TA to reset it. In that case, keep working on your exam as you wait for a reply. If you asked at a time where TA's are not on duty you may not get a reply until after your exam window closes, so keep working as you will need to finish within the alloted time.

After the exam

Issue: edX shows you a big blue and red box with the error "Error with proctored exam"

That is normal, this is simply the proctoring tool and edX interacting weirdly. As long as you submitted your exam in Vocareum, saw your score in the grade report, AND Proctortrack finished uploading successfully, then you're fine.

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