Proctored event FAQs

This could happen for a number of reasons:

• The email went to the candidate’s spam/junk folder.
• The candidate’s email address had changed since the invite email was sent.
• The email address was invalid and has bounced back.

Check the mailing spreadsheet issued by Janison.

• If the candidate is on the list, they almost certainly received an email.
  • Work with the student to locate the email.
  • If the student can’t find the email, locate the candidate’s account details in Proctortrack. The student can then use their account details to log in. Refer to the Viewing a list of candidates and their account details page for more information.
• If you can’t find the candidate on the spreadsheet or you’re unable to resolve the issue, contact Janison support. Refer to the Contacting support page for details.

Refer to the Viewing a list of candidates and their account details page for more information.

A candidate can tell if they have passed onboarding by checking their Proctortrack dashboard.

• The candidate’s Baseline status / Onboarding status will be Passed and show as green on the main tile
• The onboarding test’s Status will be green ‘Passed’ in the Test List

As an instructor, you can view the candidate’s onboarding test attempt(s) and review their scans to see if there are any issues with the onboarding data. Refer to the Review candidate scans and videos page for more information.

A candidate can tell if they are enrolled by checking the Test List on their Proctortrack dashboard. All tests the candidate is enrolled in are shown in the Test List.

As an instructor, you can also check the enrolment of candidates in a test that you are an instructor for, by listing the test’s registrants. Refer to the Review candidate scans and videos page for more information on listing a test’s registrants.

Candidates have five attempts available to complete the verification and room scan steps. Advise the candidate to go back to the Proctortrack dashboard and select the test to start again. If they are unable to start again, contact Proctortrack and request them to reset the candidate’s session. Refer to the Contacting support page for further details on contacting Proctortrack support.

Candidates have five attempts available to verify their identity and complete the necessary scans. If, for example, a candidate accidentally selects ‘End’ before they have completed the scans, they will have used one attempt and have four attempts remaining.

In the unlikely case a candidate uses all five attempts without completing the scans, you will need to contact Proctortrack support to request another attempt. Refer to the Contacting support page for more information.

You can contact the Proctortrack support team on the candidate’s behalf:

• By using the chat option at the bottom of the screen when you’re logged in to the Proctortrack website which is located in the bottom of teh Proctortrack screen.
• Via the Proctortrack support page https://www.proctortrack.com/support/

See the Contacting support page for more information.

1. Select the Deliver icon in the Menu, then select Open Test Sessions.
   
2. Locate the required test event by either:
   • Finding the name in the Assessment Event column:
     
   • Or using the search feature.
     1. Select the Search for Test Session code or Organisation Unit Identifier expandable section.
        
     2. Enter your search terms or make a selection in one of the drop-downs and then select Search.
        
3. Select the Session Code for the required test.
   
4. The Test Sessions Administration dashboard opens for the selected test.
   

You can add extra time in Janison Insights for a candidate if required, for example if a candidate’s network drops out and they have been unable to work on the test during that time.

1. In Janison Insights, go to the Test Session Administration dashboard for the required test (see FAQ above for steps to do this).
2. Select the checkbox next to the required candidate and then select Award more time.
   
3. On the Award more time popup:
   1. Enter the number of minutes to be added to the candidate’s time limit in the Time to add field.
   2. Enter details of why the additional time is being awarded in the Details field.
   3. Select Confirm.
      
4. In the candidate list, the candidate’s finish time increases by the amount of time added.
   

1. In Janison Insights, go to the Test Session Administration dashboard for the required test (see FAQ above for steps to do this).
2. In the candidate list, check the value in the Status column for the required student.
   
3. Select the Submitted tab above the candidate list to view only the candidates who have submitted their test.
   
4. If there are many candidates listed, you can search for a specific candidate by entering their name in the Search for Candidate field. The candidate list will update with matching results as you type.
   

The status of each candidate’s test session is shown on the Test Session Administration dashboard in Janison Insights.

To view the number of candidates with each status:

1. In Janison Insights, go to the Test Session Administration dashboard for the required test (see FAQ above for the steps to do this).
2. Above the candidate list, there are a number of tabs that show each test session status. The number in brackets after the status is the number of candidate tests with that status.
   
3. The All tab is selected by default, which shows all students who have an open session for the test. Select another status tab to see the candidates with that test session status. For example, select the Submitted tab:
   

The candidate will need to send their test attempt when online – this is known as reconciling an offline test. Contact the candidate and talk them through the steps to reconcile their test. Refer to the Reconciling offline tests in Janison Insights page for instructions.

This popup displays if a candidate selects the Home button in the Janison Replay Test Player during their test.

• If the candidate wants to return to the test, instruct them to select Cancel on the popup.
  
• If the candidate wants to leave the test:
  1. They will to enter a pin to be able to leave the test. Instruct the candidate to contact their institution’s helpdesk to get the PIN.
  2. Once they have the PIN, the candidate will need to enter it in the Enter PIN field and then select Leave test.
     

This can happen if a candidate selects the back button in their browser after submitting the test. In this case, instruct the candidate to close their browser and then end the proctoring session.

If the candidate encountered the error for any other reason, instruct them to return to the test using the following steps.

1. Go to the Proctortrack website and log in again if needed.
2. On the Proctortrack dashboard, find the required test in the test list and select Go to test or Retake test next to the test, depending on what’s showing.
3. Proceed through the guidelines page and select the checkbox and button at the bottom.
4. This will reopen the Proctortrack software. The candidate will then need to recomplete the face and identification scans and confirm the test guidelines.
5. Once the verification steps are complete, the student’s test will load in Janison Replay and the student can then continue their test.