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May
11

If you receive a message that you need to download/update Flash each time, even after you have already updated Flash, please follow the steps below.

Windows 

1. Uninstall the Adobe flashplayer that the student has on the computer

2. Go to this website : https://get.adobe.com/flashplayer/otherversions/

3. Select the appropriate Operating system of the student for step 1 dropdown and for step 2 drop down select “FF 21 for Firefox – NPAPI”

4. Uncheck the optional offer downloads and click on download now and install the software.

5. Run Rpnow again

FlashDownloadSettings

Mac

 1. Go to this website : https://get.adobe.com/flashplayer/otherversions/

2. Select the appropriate Operating system of the student for step 1 dropdown and for step 2 drop down select “FF 21 Mac for Safari and Firefox – NPAPI”

3. Click on download now and install the software.

4. Run Rpnow again

MacFlashDownload

 

 

 

 


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Nov
18
RPNow: Common Support Issues
Posted by Roger Creek on 18 November 2015 01:47 PM

Please see below for a list of the most common support issues for RPNow:

Unable to Click Allow/Remember

While going through the Remote Proctor Interview, if you are unable to click the Allow or Remember button on the Flash Settings prompt, please try the steps below. 

Method 1

Confirm device you are using is supported. You can check the System Requirements for a list of the supported Operating Systems and Devices.

NOTE: Tablets, 2 in 1 devices, Chromebooks, etc.. are not supported.

Method 2

1. Open Control Panel and select Flash Player Settings

2. Select the "Camera and Microphone" Tab

3. Select "Camera and Microphone Settings by Site" button

Flash_Settings

4. Click on www.remoteproctor.com and change the drop down to "Allow"

Flash Settings

5. Close and restart your browser window to make sure the changes take effect

6. Retry the RPNow software. On the Camera Setup Page be sure to click Continue.

If you continue to experience issues after following the steps above, please continue to Method 3 below.

Method 3

1. Open the following Directory: C:\Users\<<username>>\AppData\Local\Apps

2. Delete the "2.0" folder

3. Disable any Anti-Virus/Firewall program installed on your machine. 

4. Attempt to access your exam by going through the steps and downloading the Remote Proctor software

5. Locate the Setup.exe file that was downloaded. This is normally in the "Downloads Folder"

6. Right-click it and select "Run as Administrator"

 

RPNow Exam Password Issue

While accessing your RPNow Exam if you receive a message that the exam password is incorrect, please try the steps below.

Step 1

1. Download the RPNow Software

2. Open the RPNow Software

3. On the Exam Information page make sure you select the correct Instructor and Exam in the Drop Down menu

Exam Information Page

4. Continue through the Remote Proctor Interview 

5. Log in to your Course Management System (Blackboard, Sakai, Moodle, etc...) NOTE: Make sure that you use your normal Login Credentials. Do NOT click the Insert Password button

6. Navigate to the exact same exam that you selected in the Exam Information page. If you select a different exam than what was selected previously, the incorrect password will be inserted.

7. Before clicking the "Insert Password" button, be sure that you are on the Exam Password page and that there is an empty password field on the page.

Step 2

If Step 1 does not solve the issue please contact your Exam Provider for further assistance.

Unable to download/install RPNow

If you are unable to download the Remote Proctor software and have passes the System Requirement Check, please try the steps below.

Step 1

Confirm the device you are using is supported. You can check the System Requirements for a list of the supported Operating Systems and Devices.

NOTE: Tablets, 2 in 1 devices, Chromebooks, etc.. are not supported.

Step 2

1. Temporarily disable your Anti-Virus/Firewall software. You may have to refer to the Anti-Virus/Firewall Manufacturer if you are unfamiliar with the steps to disable your Anti-Virus/Firewall software. NOTE: This only needs to be disabled temporarily and can be enabled once you have completed the exam.

Step 3

1. Open the following Directory: C:\Users\<<username>>\AppData\Local\Apps

2. Delete the "2.0" folder

3. Disable any Anti-Virus/Firewall program installed on your machine. 

4. Download the Remote Proctor software

5. Right Click the Setup.exe file and select "Run as Administrator"

If you are still unable to download or run the Remote Proctor Software, please contact us. You can locate the correct number for support here

 

 

 


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Feb
10
How to get help!
Posted by Andrew Haste on 10 February 2011 02:53 PM

Dear Students,

Telephone: Click HERE to access our contact numbers.

Chat: To start a chat click the "Live Support Online" option on the left side. Please fill out the form and select "Start Chat".

Thank you,

Software Secure Support

_____________________________________________________________________________

You can also visit our contact us page for additional contact information.


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