Frequently Asked Questions
Our Proctoring Process
We’ve spent decades working to balance exam security with test-taker experience. To ensure a level playing field, there are some technical steps our platform and proctors must take. To see a full explanation of what to expect on exam day, view this support article. Our security procedures and processes are consistently evaluated and updated based on new technology and cheating patterns.
Our proctors look for potentially unusual behavior, such as a test-taker looking off-screen, accessing unpermitted materials, speaking aloud, or allowing other people in the room. Additionally, we use technology solutions to assist the proctors in identifying activities that may warrant further investigation.
No. Test-takers must agree to give us permission to see their computer activity. In every session, the list of permissions granted is displayed and test-takers must click a button to agree. Proctor activity can be seen by test-takers in real-time, meaning proctors cannot perform any action without the test-takers’ knowledge.
Sometimes a test-taker may start and end their exam with a different proctor. This is because of lunch breaks and shift changes. The test-taker is not interrupted by the change and is never left unwatched.
Depending on the parameters set by the test provider or institution, we can do several things, all of which are disclosed to the test-taker before the test starts. We can use an application to lock down access to the internet or other computer files during the test. This application prevents unauthorized access to the test-taker’s computer during the test and doesn’t affect the user’s device after the test ends. We may also use video and audio recordings during the test. With our Live+ solution, these recordings are monitored in real time to identify any violations of the institution’s testing parameters.
During a Live+ exam, a proctor controls the mouse of a test-taker’s computer and can communicate with that test-taker through the webcam. If suspicious behavior is detected, an intervention specialist will be invited to the session. Their sole responsibility is to identify and prevent integrity violations, as defined by your organization.
We have a couple of options available for you to choose from, including public records challenge questions (where available) and keystroke biometrics. We also use ID capture and facial comparison to verify the test-taker. If any of our technology solutions detect a potential mismatch in test-taker identity, our human proctors are alerted (if you are using our Live+ or Review+ service) and can ignore the alert, override the alert, or take other action. If you are using our Record+ service, the test administrator is alerted to determine whether further action is needed.
Our professional proctors review every exam session so you don’t have to. We do the heavy lifting and then provide you with a report of any sessions that need your attention.
Yes. All videos are retained for up to a year unless a shorter or longer period is specially requested. We even have a feature called “Live Look-In,” which allows you to watch your test-takers in real time as they complete exams.
Special Exam Requirements
We no longer proctor paper-based exams, but we can help you find a test delivery system to transition your program online.
We work with exams that have complex requirements all the time. Our Live+ service offers additional levels of customization and specialized proctor training for things like exam start procedures, security measures, and test-taker interaction rules.
We operate multiple facilities around the world, and our ability to scale has been tested and perfected over decades of practice. We use historical information and technology solutions to aid us in determining needs for headcount, training, and other logistics.
We provide services in several other languages with advanced notice. We use software for accurate interpretation and communication through our chat feature, which provides a consistent experience for proctors and test-takers. The Meazure Exam Platform is designed to support administrators and test-takers in English and French. The ProctorU Proctoring Platform is currently available in English with localization in Spanish currently in development. Many of our proctors also speak Spanish.
Test-takers can choose either the English or French version of the Meazure Exam Platform. The default exam language is English. However, our psychometrics team offers professional translation from English to French, which ensures both versions of the examination meet the protocols for validation and remain defensible. When a proctor detects a language barrier, they use Geo Fluent software to remedy communication through chat in the test-taker’s language. Live remote proctoring in languages other than English or Spanish can be provided through the ProctorU Pro Solutions team for an additional fee. Pro Solutions is used for unique language situations, when a communication issue requires an accommodation, and for security purposes.
Compliance and Privacy
Privacy and data security are always top of mind for us. The laws are changing quickly in this area all across the globe, and we’re constantly enhancing our policies and practices to ensure we are protecting our users’ information and adhering to applicable privacy laws. Please see our compliance page for additional details on our privacy commitments.
Our main responsibility to clients and test-takers is to ensure fairness and integrity in the testing process. In a classroom, a proctor can physically observe test-takers to make sure Susan hasn’t shown up to take Sarah’s test and ensure that no one is breaking testing protocols. Because we are proctoring online, we use alternative methods to verify test-takers’ identities and make sure that even though test-takers and proctors are in different locations, the testing environment is fair to everyone.
The proctoring session data are stored in US-based encrypted servers (AES 256). The screen recordings and webcam audio/video are accessible to the institution for a period determined by the institution but are automatically deleted, per NIST 800-88 guidelines, after one year.
No. The information and recordings belong to the testing organization, and we act as a service provider. We don’t own the data – the testing organization does. We don’t sell or otherwise monetize any data from test-takers, and we never market to test-takers or allow any of our partners to do so.
Once the LogMeIn applet is closed, the proctor and Meazure Learning will no longer be able to access the computer or any information on the computer.
Platform Technical Questions
Our platforms integrate with all major LMSs, including Blackboard, Canvas, Moodle, D2L, and more, with the option to utilize our API for custom integrations. We can also help you find a test delivery system if you are transitioning your program online from paper-based exams.
Our system will flag and timestamp events in an easy-to-read timeline that allows proctors and test administrators to click on a time and be taken to that moment in the exam recording.
Technology and AI solutions simply reduce administrative workload and help our human proctors identify activities that might violate the test provider’s integrity requirements. To protect against the inaccuracies created by technology, which is known to result in bias, every exam session is reviewed by at least two highly trained professionals, who analyze the session before submitting suspected and confirmed incidents to the testing organization.
Technical and administrative support is available 24/7 through multiple channels:
- The fastest way to get help on the ProctorU Platform is to log into your account and click the blue chat icon in the lower right corner of the screen.
- If you do not have a ProctorU Platform account, or if you’re having trouble logging in, you can use this link to start a chat with a support representative.
- You can always give us a call at 1 (855) 772-8678
- We also encourage you to review our test-taker support articles or our test owner support articles.
- For non-urgent matters, you may submit a support request and we will respond within 24-48 hours.
Common Questions About Our Company
We have roughly 350 full-time staff. Additionally, we employ 1,400 staff for proctoring and support. Due to exam volume fluctuation, this number varies depending on the day and month.
We are based in Birmingham, Alabama, with additional offices in Pleasanton, California; Toronto and Ottawa, Ontario; and Edmonton, Alberta.
We united as one company to deliver end-to-end online testing solutions that are designed specifically to meet the demands of higher-ed and professional testing markets. Our full suite of customizable solutions gives test-takers and exam owners the most convenient, secure, safe, and fair testing experience on the market.
Everywhere! We employ nearly 2,000 people in three business offices and multiple global operating centers across nine countries.