Some students might run into an issue where they are asked to enter a password to take an exam proctored by Proctorio. The password is embedded directly into your exam and is protecting the exam from being taken without Proctorio. You will never have to enter the password to take a Proctorio proctored exam. If Moodle is requesting a password, this means that something is preventing Proctorio and Moodle from communicating. 

We recommend that anytime you experience an issue taking an exam, to screen shot the issue so that proof of the issue can be easily supplied to your professor in case you need to request any accommodations.

This issue can often be resolved by some or all of the below options.

1. Make sure your browser is fully updated. 

• Google Chrome
  1. Click on the three-dot icon in the upper right-hand corner of your browser.
  2. Scroll down to Help.
  3. Click on About Google Chrome.
  4. Confirm the version of the browser you're running. 

2. Reinstall the Proctorio extension.

• Google Chrome
  1. Click on the three-dot icon in the top right-hand corner of your Google Chrome browser.
  2. In the menu that appears, select More Tools
  3. Click Extensions.
  4. Click Remove button on Proctorio extension. 
  5. Go to getproctorio.com install the new version of the extension.
  6. You may need to restart the browser for all changes to take effect. 

3. Clear your browser's cache and cookies 

•  Google Chrome
  1. Click the browser menu in the upper right-hand corner.
  2. Scroll down to More tools.
  3. Click on Clear browsing data.
  4. Set the time range to All-time.
  5. Check Cookies and other site data and Cached images and files.
  6. Click clear data.
  7. Reload the page.
  8. Re-enter your exam.

4. Try to locate LTI in your Moodle course.

1.    Try to locate LTI within your course. It is usually called "Secure Exam Proctor" and is usually in the first modules of the course.
2.    Just click on it and wait until you get a message "Secure Exam Proctor Plugin Successfully Installed!"   
3.    Without exiting the course, navigate back to the exam and try to start an attempt.

If the above options do not correct the issue, contact Proctorio.

• Live Chat at https://proctorio.zendesk.com/hc/en-us by clicking the chat box on the bottom left of the page.
• Over the phone at (866) 948-9248
• By email at support@proctorio.com