Remote Invigilation - Technical Issues

While we do expect the software to work well for most candidates, sometimes technical issues do arise. On this page you will find answers to help you resolve common issues, including what to do if your internet connection drops out, or if you experience other technical difficulties on the day.

If you have a question which isn’t answered here, please email [email protected].

IT EQUIPMENT

Where do I check the IT requirements?

The specification is detailed in the ProProctor IT specification guide.

After you’ve checked this, you should run the System Readiness Check on the device you plan on using, in the room where you will take your exam.

Aim to do these checks as soon as possible. The later you leave it; the less time you will have to resolve potential issues.

Can I use my work laptop to sit the exam?

Personal laptops/desktop PCs are strongly recommended, as work computers may block the ProProctor software. If you need to use your work laptop, you must contact your IT department, and share the ProProctor IT requirements guide to ensure you have the right equipment and setup to sit your exam.

They should check that a corporate firewall (including VPN) should not prevent you from launching your exam. The System Readiness Check may not pick this up, which is why you must contact your IT department well in advance of the day of your exam.

Can I use a tablet to complete the exam?

No, you must use a Desktop PC or a Laptop.

Can I use a second screen?

No. You can only use one screen.

If you are using a Laptop, it must not be plugged into a docking station, nor connected to a second screen.

Does the size of my laptop/screen matter?

It is not crucial, but you should have a screen that you would be comfortable using to type up your answers.

There is a minimum screen resolution of 1024 X 768.  You should be able to find this in your device settings, under “Display”.

Am I allowed to have a separate keyboard mouse for my laptop?

Yes.  You can use a wired, or wireless, external keyboard and mouse in your exam.

Can I use earphones?

No, but you can use a headset.  You cannot use earphones or headphones, even if they have a microphone.

This will be part of the check completed by the readiness agent before you are transferred to your remote invigilator.  They will ask you things like showing your ears and turning out your pockets, to show you do not have any earpieces or mobile devices.

The headset cannot have bluetooth capability.

I don’t have Google Chrome, can I use something else?

Take a look at this useful guide if you do not currently have Google Chrome and you need to download it.

No other browsers are supported, so you must have the latest version of Google Chrome on your device to sit the exam.

LAUNCHING YOUR EXAM

I can’t find the link to launch my exam

To launch the exam, you must open this link in Google Chrome: https://rpcandidate.prometric.com/

Where do I find the 16-digit confirmation number for my exam?

This is included in your exam start time email. You will receive this approximately two weeks before your exam.

I need help launching my exam

If you need any technical assistance with launching your exam, you will need to engage with a representative via the Prometric Global Help Desk.

To begin chatting, click on the Contact Support icon at the top of the page:

 

I have launched my exam, but I am having some technical difficulties. Where can I get support?

Using the “LIVE PROCTOR” feature on the right of your screen, you can speak with or send a message to your remote invigilator (also called a Proctor) when you need help.

Once I have launched my exam through ProProctor, what else can I access on my device?

Nothing.  ProProctor will lock down your device so that you can only see your exam for the duration.

It’s important you remember to shut down all other applications, such as Outlook, before you launch your exam, otherwise you might get background noises coming through from your device that can be distracting.

I am a Mac user. I could see the ProProctor app in my application folder, but nothing happens when I double clicked on it. How should I run the ProProctor application to start my exam?

Though the ProProctor app is visible under application in Mac OS, it is not supposed to be double clicked from there.

To launch your exam, you must open this link in Google Chrome https://rpcandidate.prometric.com/  and click on "Launch exam" on the top of the page.  The website will open the ProProctor application. 

INTERNET CONNECTION

What is the best way to ensure I do not lose connection to the internet during my exam?

The stability of your internet connection may seem like something you have very little control over, but there are a couple of things you can do to help:

  • For the best experience - Connect your device directly to the router with an Ethernet cable.
  • Wireless connections - Find and position your device where the WiFi signal is strongest.  
  • Contact your Internet Service Provider - Before your exam day, let them know you are going to be taking an exam via remote invigilation and check that there is nothing to prevent you from being connected to your remote invigilator for the duration of your exam, including planned repair work in your local area.
  • Speak with other members of your household - If you’re taking your exam in a shared household, ask other members of the household to limit their internet use during your exam, in particular, large downloads or using streaming services.  Ideally no one else will be using the internet for the duration of your exam.
Will I lose everything I’ve typed if my internet temporarily disconnects?

No. You will continue where you left off and the countdown timer will continue from when you re-enter your exam.

Will I have to go through the entire Prometric Readiness Agent process again if I lose connection to the internet?

Yes. This is to ensure the validity of the testing process is maintained for all candidates. Don't worry, you will continue where you left off and the countdown timer will continue from when you re-enter your exam

What happens if I lose my internet connection completely and cannot reconnect?

Unfortunately, you will not be able to complete your exam.

If this happens, please email the Education team [email protected].

OTHER QUESTIONS

Should I contact the ATT for IT support?

No. You need to use the Prometric Global Help Desk for any IT support issues.

We have contracted Prometric as a third party provider and any queries on the day must be addressed to them. We cannot assist with any technical queries on the day of your exam.

When the exam is over, you are welcome to email us any queries or feedback you may have.

Can I use online resources, like Tolley Lexis Nexis/CCH in my exam?

No, you will be locked out from accessing any online resources, including search engines.

You can use the hard copies of the legislation, like you would in an exam centre.