How do I get assistance for a technical issue during a Proctored Exam?

Technical Issue Resolutions are as follows: 

Proctortrack Error Message/System Error

The following error message indicates that you have been removed from your proctored exam session: 

“A system error has occurred with your proctored exam. Please reach out to your course team for assistance, and return to the exam once you receive further instructions.”

If you encounter this proctored exam error message while taking your Proctortrack exam, please reach out to your course team via email. In your email, please state the name of the course and exam, as well as any relevant details about your proctoring experience (e.g., your computer froze, the error message occurred when you attempted to end your exam, etc.).

Sometimes when this error occurs, your grade has still been saved properly. The course team will evaluate your case and determine if your attempt is valid and acceptable, or if you will need a reset to retake your exam.

If you receive a “Something has gone wrong…” error message

The following error message indicates that your exam attempt wasn't able to connect with Proctortrack.

“Something has gone wrong starting your exam. Please double-check that the application is running. If the issue persists, please reach out to MIT Learn Support at mitlearn-support@mit.edu in a new tab for assistance, and return to the exam once you receive further instructions”

To prevent this error message from occurring, we strongly recommend the following before trying again. Adjusting DNS settings seems to resolve the error in most cases.

Adjust Your DNS Settings

• For Mac:
  1. Open Network Preferences.
  2. Locate the option for DNS.
  3. Click on the + (plus) symbol and add 8.8.8.8.
  4. Click on the + symbol again and add 8.8.4.4.
  5. Click OK and apply the changes.
  6. Reload the app.
• For Windows:
  1. Open Network & Internet Settings.
  2. Click on Change adapter options.
  3. If you are using a wired connection, right-click on Ethernet and select Properties. Otherwise, right-click on Wi-Fi and select Properties.
  4. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
  5. Select the Use the following DNS server addresses radio button.
  6. Enter 8.8.8.8 as the Preferred DNS server and 8.8.4.4 as the Alternate DNS server.
  7. Click OK to save changes.

Other Recommended Troubleshooting Steps:

• Restart your computer before beginning the exam.
• Use a wired connection instead of a wireless connection, if possible.
• Use Google Chrome or Firefox as your internet browser.

If you continue to see the error message, please reach out to SCM Support team at cfxhelp@mit.edu and include "Proctoring" in the subject line.