Overview

If your Proctortrack application is stuck on the “Connecting” screen, it’s typically due to either network configuration issues or the app not being launched from the correct page. This guide outlines possible causes and step-by-step solutions to help you reconnect and proceed with your proctored exam smoothly.


 Possible Causes

The “Connecting” issue may occur because:

  • You opened the Proctortrack application directly from your download folder rather than launching it while logged into your LMS’s Proctortrack download page.

  • Your device’s DNS settings need to be updated.

  • Your microphone and camera permissions aren’t enabled (on macOS Mojave or later).

  • You are connected to a restricted or work-managed network.


    For reference:
    App connect screenshot


    Download page screenshot:


 Step-by-Step Troubleshooting


✅ 1️⃣ Check How You’re Launching Proctortrack

To connect successfully:

  • Ensure you are logged into your Learning Management System (LMS).

  • Open your course and navigate to the Proctortrack download page.

  • From that page, download and launch the Proctortrack application.

  • Avoid launching the app directly from your downloads folder.

Tip:
 If the app remains stuck:

  • Close & Uninstall the Proctortrack app completely & remove the old Proctortrack & concerned folders from the installation folder location.

  • Re-download the app from the download page and launch it again while remaining on that page.

✅ 2️⃣ Update DNS Settings

Incorrect or restrictive DNS settings may cause connection delays. Follow these steps to update them:

? For macOS

  1. Go to Apple Menu → System Preferences → Network.

  2. Select your active network connection (Wi-Fi or Ethernet) and click Advanced.

  3. Go to the DNS tab.

  4. Click the + button to add the following DNS servers:

    • 8.8.8.8

    • 8.8.4.4

  5. Click OK, then Apply to save changes.


 For Windows

  1. Open Network and Internet Settings.

  2. Select Change adapter options.

  3. Right-click on your active network connection and choose Properties.

  4. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.

  5. Choose Use the following DNS server addresses and enter:

    • Preferred DNS server: 8.8.8.8

    • Alternate DNS server: 8.8.4.4

  6. Click OK to save changes.

✅ 3️⃣ Check Your Network Connection

Ensure you’re connected to a personal, unrestricted network.
 Avoid using:

  • Office or corporate-managed networks

  • University campus networks with restricted firewall settings

  • VPN connections

If possible, switch to a mobile hotspot or a home Wi-Fi connection.

 Need Additional Help?

If the issue persists after following these steps, our support team is ready to assist:

Live Chat Support:
 Visit proctortrack.com/support and click the blue chat icon at the bottom-right corner.

Phone Support:
  +1 (844) 753-2020