Frequently Asked Questions
What should I do to avoid failing my Face/ ID scan?
To ensure a successful ID scan, please follow the instructions provided in this document (refer to the ID scan instructions). For more information click here.
Note: The primary reason for ID scan failure is often due to the ID not being held steady, resulting in unclear or unreadable details.
Where do I find my exam password?
Your exam password can be found on the top bar of your chat box, next to the minimize icon. (as shown in the image below).
What if my system doesn’t match the technical requirements?
Please go through the technical requirement section in this document
If you do not have a system that doesn't meet the technical requirements, please arrange a system which meets the requirements.
If you do not have an alternate system, reach out to your institution for available options or help.
Where is the app download link?
Log in to your Institution portal or Learning Management System (LMS)
Click on ‘Go To Test button’ and you’ll be redirected to the ‘Let’s Get Started’ page
Check the box at the bottom of the page after reading all the guidelines and click on ‘Go To Next’ and you’ll be redirected to the Proctortrack download page.
I have trouble upgrading the OS
If you’re unable to see the updates or if you’re facing issues updating your Operating System, then please reach out to the nearest service center to upgrade the OS.
What if I don't receive the email for the Onboarding exam result?
Please check your spam or junk folder for the email. If you cannot find it there, please contact Proctortrack support at 1 (844) 753-2020 or visit www.proctortrack.com/support for assistance.
Additionally, you can view the onboarding status on the Proctortrack dashboard (located on the top right side). (place the image)
What if the app is not running
For Windows:
Download Proctortrack > Install the app > Launch the app
If the app is not running/ launching, open the task manager and check if the app is running in the background. Then force quit the app from the task manager and try launching the app manually from the download folder.
If you are still facing issues, please reach out to support on www.proctortrack.com/support for assistance.
For Mac:
Download Proctortrack > Install the app > Launch the app
Go to MAC ‘System Settings’ and grant permissions for Proctortrack click here
Webcam issues
For webcam issues on Windows click here
For webcam issues on Mac click here
Internet issues
Please ensure you have a stable internet connection, preferably Cable Modem, DSL, or better, with a minimum speed of 1.5 Mbps for both download and upload.