Solutions to common issues

ProProctor Online Testing Support

Online Testing Support

Solutions to common issues

Having issues with any of the Online Testing steps? Please check through the points below.

  1. Firstly, have you installed the ProProctor software? Click here to install ProProctor.
  2. Are you using the latest version of the Google Chrome web browser for Windows? ProProctor will only work in Google Chrome. Get Google Chrome for Windows.
  3. Are you using Windows 8.1 or Windows 10? Any other Windows versions are NOT supported. ProProctor will only work on Windows 8.1 or Windows 10 for laptop/desktop PCs. ProProctor will not work on phones, tablets, Apple devices, Chromebooks or anything else. A Microsoft Surface tablet can be used but it must be taken out of S Mode. See how to take Surface Tablet out of S Mode.

My internet connection is not passing the System Check

You must have an internet download speed of 5Mbps or greater, and an upload speed of 1Mbps or above. Check my speed now or run the Prometric System Check to validate download/upload speed.

My WiFi connection keeps dropping

Please position your device where you can receive the strongest signal. For the best experience, please use an Ethernet/LAN cable to connect directly to the router without using WiFi.

Note: Mobile Hotspots are not advisable due to internet connection stability issues but can be used if the signal is stronger and more stable than your existing WiFi or wired connection.

My internet connection is slower than usual

  1. Turn off your router/modem for at least 4-5 minutes. Turn on your modem/router and wait for 2-3 minutes. Restart your computer and test your internet connection again.
  2. Ensure no one else is using the internet during your testing. Streaming movies, downloading video content or playing video games by other users may deteriorate your connection speed and disconnect you from your exam.

How to contact Tech Support

If you have an issue that is not resolved by following the above troubleshooting steps, then you can contact Tech Support to resolve your issue. You will need your confirmation number to contact the Support Agents via live chat.
  1. Please visit ProProctor Support to access the Technical Support Chat Service.
  2. Click on the Chatbot chat box on the bottom-right of the page.Please be aware this is an automated response bot and not a real person. You need to answer the questions exactly as asked to be connected to a Tech Support Agent. Remember to Select RSA as the Exam Type when asked.
  3. During the course of troubleshooting and to assist in resolving issues the Agent may ask for permission to take control of your equipment. If you are not comfortable with this, please decline the request. Please note that this is not a requirement but we may be unable to support your Tech Support request if you decline.

I have been waiting in the queue for my Proctor for a while

  • If you are not getting any specific error, then please continue to wait. A readiness agent will be with you soon.
  • If you are getting any specific error, then contact ProProctor Support immediately.
  • If you are waiting for a considerable amount of time (greater than 30 mins) and still not getting Proctor, then you may logout and relaunch the exam again.
  • If you cannot wait any longer then please write a detailed email including your confirmation number to the ProProctor team for reschedule. The email address for ProProctor team is drivertheorytest@prometric.com.

I got disconnected from my Test/Readiness Agent/Proctor

In case you have been disconnected from your exam please follow these steps:

  1. Wait for 3-4 minutes post disconnection. Reboot your desktop/laptop.
  2. Check your internet connection as per the instructions found above on this page.
  3. Run the system check and ensure all the checks are a pass.
  4. Relaunch your exam using the “Launch” button on the top. You must go through the check-in process again, however your exam would start from the point where it was disconnected.

In case you are getting any specific error, please contact Technical Support for further troubleshooting.

How Early Can I Start My Exam?

Exams can be launched no more than 1 hour before or 1 hour after the scheduled start time.

For example, if your exam is scheduled at 8AM, you will be able to launch the exam between 7AM till 9AM time frame. Anything beyond that will generate an error (BB2010 – early or late start error message code).

General Instructions for Corporate Computers

If you are testing with a work/corporate computer or work/corporate network, please carefully follow these steps:

  1. You should not be connected to company VPN.
  2. If you are testing via a work/corporate network please advise your company IT tech to unblock UDP port 3478 in their firewall.
  3. Please ask your company IT support to add exceptions in the firewall and antivirus as follows:

You can open Windows Security from the Windows 10 Start Menu. Click or tap the Start button, scroll down to the list of apps that start with the letter W and click or tap the Windows Security shortcut:

Click on Virus & Threat Protection. Then click on manage settings under the option Virus & Threat Protection Settings:

Scroll down to find the Exclusions section, click on Add or Remove Exclusions then Add an Exclusion then Folder option:

Add path C:\Users\[windows username]\AppData\Local\ProProctor

In Windows Security, click Firewall & Network Protection and click Allow an App through Firewall and then Click Allow Another App:

Browse to C:\Users\[windows username]\AppData\Local\ProProctor\app-20.6.563-eu and select Proproctor Application to add to firewall exception:

Click OK to save the changes:


Note: Make sure to tick the box for “Private” and “Public” networks.

Click OK to save the changes:


Note: Make sure to tick the box for “Private” and “Public” networks.