Troubleshooting connecting to the Proctortrack App

Description

The Proctortrack App is stuck on "connecting" and does not connect.

Environment

PC and Mac

Fix #1: Ensure you are launching Proctortrack from inside your Blackboard course  

Usually, to access your online proctored exam: 

1. Log in to  Blackboard and navigate to your course 

2. Click  Tools, then select  Proctortrack. 

3. Click  Go to Test next to the exam you're supposed to take. 

If you open the Proctortrack app on your computer instead of in Blackboard, it does not know which course or test you are trying to access and will get stuck on "Connecting." 

Fix #2: Uninstall and reinstall the Proctortrack app on your computer 

When you finish an online proctored exam, you will have the option to Quit the app or  Uninstall the app. OIT recommends uninstalling the Proctortrack app at the end of every testing session to ensure that your app is always up-to-date. 

If you have a version of the Proctortrack app on your computer currently and would like to uninstall it before your next exam: 

• Windows: Follow Microsoft's  Uninstall or Remove Apps and Programs  to find and uninstall the Proctortrack app. 

• Mac: Follow Apple's  How to Delete Apps page . 

Fix #3: Try using a different browser 

• If you're using Firefox, attempt to use Chrome. 

• If you're using Chrome, attempt to use Firefox.  

• OIT  does not recommend using Edge, Explorer, or Safari with Proctortrack.  

Fix #4: Try other troubleshooting methods 

You can also review Proctortrack's help article on  troubleshooting the Proctortrack App . 

Outcome:You should now be able to connect to the Proctortrack app.

Get help from OIT

• Visit the Online Proctoring: Proctortrack  page to create a ticket

• Visit the Technology Resources and Training page for an OIT training

Additional Resources

• Student guide: Taking an online proctored exam via ProctorTrack (DOCX)
• Online proctoring - Instructor guide for Proctortrack (PPTX)