If you experience technical difficulties during the test but you remain connected to the internet, the test proctor will try to resolve the issue or bring in a technical support person. You can also use LiveChat via the ProctorU website at any time.
If you temporarily lose internet access, please try to reboot your modem and rejoin the test session. Your test proctor may reach out by phone during disconnection. Once logged back into ProctorU, you should see a button to rejoin the test session. You may be matched with a different proctor and may have to do a security check before re-accessing your test. There is a 15-minute buffer period at the end of tests to account for any technical difficulties.
If more than 15 minutes of test time is lost due to technical difficulties or a power outage, please contact the TVO ILC team directly. If you receive extensive technical support during your test session by multiple proctors, it may be worth mentioning the cumulative time it has taken so they can contact TVO ILC on next steps.
We strongly encourage using the “Test Your Equipment” tool in the ProctorU portal prior to, and on the day of your final test. If it shows any failures, please contact ProctorU at 1-855-772-8678 or by using LiveChat on their website to troubleshoot any issues before your final test session (if possible).