Janison Remote for test-takers help portal

Frequently asked questions

If you are experiencing an issue with Janison Remote, you may find the solution in the answers to the following frequently asked questions (FAQs). If you can’t find the information you need, or the issue is still happening, refer to the Getting help page for details on contacting support.

Check the Junk, Spam and Promotions folders in your email. If your email address has changed since registration or if you still can’t find an email, contact your institution’s helpdesk.

Accessing the Proctortrack site

Make sure to use only the links provided in the emails from your institution to access the Proctortrack site. These links connect you to the right site that will recognise your login details.

Logging in for the first time

When you log in to Proctortrack for the first time:
  • Make sure to enter the correct email address in the email field
  • Copy and paste the password from your institution’s email into the password field – make sure not to copy any extra spaces before or after the password
After you log in for the first time, you will need to change your password.

Resetting your password

If you’re still unable to log in, reset your password by folowing these steps:
  1. Select the Forgot password link on the Proctortrack login screen.
    The Proctortrack login screen, with Forgot password link highlighted.
  2. Enter your email and then select Reset my password.
    The Proctortrack password reset screen, with email field and Rest my password button highlighted.
  3. A password reset email will be sent to your email address. Follow the instructions in the email to reset your password.
    The Proctortrack password reset sent screen.
No, you cannot sit the test using video supervision if your device does not meet the minimum system requirements. Contact your institution’s helpdesk as soon as possible to discuss alternative arrangements.

Contact the Proctortrack support team:

Identification must contain your full name and a photo of yourself. Contact your your institution’s helpdesk for a full list of valid forms of ID.
Your identification must be valid on the day that you submit your baseline identity profile scans for verification.
It can take up to 24 hours for your face and identification scans to be verified after you submit them.

Before your first proctored (video supervised) test, you will be instructed to submit scans of your face and your photo identification.

Once these scans are processed to verified that they match, an encrypted baseline identity profile is created and stored for up to 365 days.

At the start of each proctored test, you will need to submit a face scan to be checked against your encrypted profile.

Contact your institution’s helpdesk as soon as possible and clearly state:
  • The name and date of the test you are enrolled in
  • The reason you missed the deadline
You can log into the Proctortrack dashboard to check on the progress of your baseline identity profile verification at any time. This will show whether your baseline identity profile is still being processed, has failed or has passed. If your identity verification:
  • Fails,  you will be notified via email. Make sure you retake the onboarding test and resubmit your scans as soon as possible.
  • Passes, you will be emailed test details at least 24 hours before your scheduled main event test.

If your baseline identity verification fails, you will receive an email notifying you that your onboarding scans have been rejected. The email will include the reason for the rejection.

Make sure you retake your onboarding test as soon as possible and take the reasons your previous scans were rejected into consideration, to help avoid your scans being rejected again.

Helpful tips:

  • Follow the guidelines presented on the Proctortrack app to take a perfect scan each time
  • Clean your camera lens with a soft cloth
  • Make sure the room is well lit
  • Keep the background as plain as possible
  • For your face scan keep your head approximately 30-45 centimeters away and centered to the computer screen
  • Take your time to review and confirm that your face scan and identification scan:
    • Are clear and the text on your identification can be read
    • Can be used to verify that you are the same person in both
Contact your institution’s helpdesk as soon as possible and clearly state:
  • The name and date of the test you were enrolled in
  • The reason you missed the test
Janison Replay test player menu, showing the home buttonwith yellow number indicating the test was submitted while the student's device was offline.
This means that your device went offline during the test, and was still offline when you submitted your test. While offline, your test attempt saves to your local device but needs to be sent to the online server to be marked once your test is finished. If you see the yellow icon, contact your institution’s helpdesk where someone will talk you through the steps you need to take to send your test attempt to the online server.

Wishing you all the best for your exam!

Good luck!