Proctortrack

The Proctortrack service features a full integration with onQ, the Queen's Learning Management System (LMS), allowing instructors and students to access the service from directly within an onQ course.

1. The Proctortrack student experience begins with simply selecting the Proctortrack Dashboard link from within an onQ course
2. Students will be prompted to run Proctortrack, a light application that should download quickly, in less than one minute, and does not require administrative rights
3. Proctortrack uses multi-factor biometric authentication to verify the identity of students, upon entry. Each student will provide face, ID, and possibly knuckle scans, which will be measured against the student’s baseline biometric profile, stored on file
   • You will need either your Queen’s Student ID Card (recommended) or a government-issued photo ID to write your exam. If using government-issued ID you should protect your privacy by covering information other than name and photo. Please note: for the actual exam, make sure you use the same photo ID card you used for the onboarding exam.
4. A blue frame will appear around the screen to indicate that proctoring has begun and the student is being monitored
5. After completing and submitting the test, the student may end proctoring and close/uninstall the Proctortrack application. All proctoring data will be transferred to Proctortrack’s secure servers to process against their proprietary algorithms and delivered back to instructors for review, after which it will be purged in accordance with the data retention policy to which Queen’s agreed

• You will be expected to provide either your Queen’s Student Photo ID card or a government-issued photo ID at the beginning of each exam session
• This ID must be the same ID you have used in setting up your Proctortrack profile
  • See the onQ Proctortrack Student Quick Guide (PDF, 1.3 MB) for support with setting up your Proctortrack profile
• Students without either of these accepted ID formats will not be permitted to proceed with the exam
• Information about student identification and how to replace lost or stolen cards can be found on the Student ID page

• You can take your exam in a room of your choosing, but you must always be alone in the room for the duration of the exam. It is your responsibility to notify others in your environment that they should not enter the room during your exam
• Your desk and immediate exam writing area must be cleared of any authorized resources, such as books, papers, and other items that might compromise the integrity of the exam writing
• You cannot take your exam while on a bed

As with in-person exams, instructors are responsible for setting the rules for remotely proctored exams – these rules are communicated to Proctortrack for application during the exam session and will be used to determine what kind of event is flagged as a potential infraction.

Examples of events or behaviours that may be flagged for review include, but are not limited to:

• Presence of others in the room
• Presence of prohibited resources (e.g., notes, devices, etc.)
• Looking away from the monitor for prolonged periods
• Leaving the room or moving out of view of the webcam
• System changes (e.g., use of unauthorized applications)
• Unauthorized hardware (e.g., extra monitors)

It is the responsibility of the instructor to review any flagged events and to determine if an academic integrity infraction has occurred. Following university guidelines, the infractions may be resolved by the instructor or through your faculty or school adjudication process. Please refer to the Queen’s University Senate Policy on Academic Integrity Procedures – Requirements of Faculties & Schools (PDF, 120.5 KB) for more information on academic integrity violations and adjudication procedures.

If your instructor has indicated that they will take questions (e.g., via email) during the exam, contact your instructor as necessary. If your instructor is not available to take questions, state your assumptions in your answers, if possible, and contact your instructor after the exam.

During exams greater than one-hour, brief washroom breaks will be permitted – note, however, that your departure from the view of your webcam will automatically trigger an event flag on your exam session for review. For this reason, it is recommended, that students take any required bathroom breaks prior to the start of the exam.

Close the online exam session, notify your instructor as soon as possible, then follow the Queen's Exam Deferral process to reschedule your exam.

Consider using the Examity computer readiness check to test your system, as Proctortrack and Examity requirements are similar.

It is important that you check your system’s readiness well in advance of your exam, so that you will have enough time to obtain any additional hardware (e.g., webcam, microphone, etc.) or software that you require, as receipt of orders for such items could be severely delayed during the global pandemic.

If your internet connection does not meet Proctortrack’s requirements, consider contacting your Internet Service Provider (e.g., Cogeco, Bell, etc.) to enquire about increasing your connection speed.

• Device: Mac, PC, or Chromebook
  • Mac: Intel/AMD Processor, 2 GB Ram
  • PC: Dual-core 2.4 Ghz CPU, 2 GB RAM or better
• Operating System:
  • Mac: OSX Yosemite 10.10.5 or higher
  • PC: Windows 7, 8 or higher
  • Chromebook: Version 80 or higher
• Browsers:
  • Mozilla Firefox v20.0 or Higher
  • Google Chrome v25.0 or higher
• Plug-Ins: JavaScript Enabled & Third Party Cookies Enabled
• Camera: 800x600 resolution or better
• Internet: Cable modem, DSL, or better (300 kbps download, 250 kbps upload)
• Chromebook Support for select LMS is available for L1 ProctorLock, L2 ProctorAuto and L3 Proctortrack QA

Proctortrack offers technical support 24 hours a day, 7 days a week. If something goes wrong either before or during an exam, you can connect with the Proctortrack support team by email (support@verificient.com), phone (+1 (844) 753-2020) or their live chat option, available from your Proctortrack dashboard.

Common Issues

After Logging in to onQ, the Proctortrack Dashboard Asks You to Log in

If you are being asked to login, please follow this link and select your browser to read how to solve this issue. If the problem persists, please switch your browser. Google Chrome has been successful in the past.

Device, such as a Webcam or Microphone, is Not Being Recognized

Like with other technology, sometimes turning it off and on again will solve the problem. Please try clicking the blue “RETRY” button at least twice to see if the problem persists. 

If the problem continues, please contact Proctortrack technical support and they will be able to go through some troubleshooting steps. They also have an extensive FAQ page.

Accessing the Exam Password

Solution #1: Enable cookies in your browser and try again.

Solution #2: Confirm that you are selecting "Paste" when you right-click and not something else.

Solution #3: Click this link to open LiveChat and see if there is anyone available to assist you.

Solution #4: You must contact your instructor to give you the password.

Computer Shuts Down

Once rebooted, open the Proctortrack Dashboard and click Go To Test. Make sure the app opens again. Restart your computer if the app doesn't open or if it's giving you a note about 3rd party cookies.

Proctortrack Stops Responding

Quit Proctortrack and restart according to the regular process. If the "Connect" button does not work, hit the "Download" button instead to make it connect.

Proctortrack collects personal information when you set up your baseline profile. For Queen’s exams which are handled through onQ, Single Sign-On (SSO) is used to authenticate you as a Queen’s student and get you to the Proctortrack website. From there, you set up your baseline profile by entering your name, taking a facial scan, and uploading your photo ID. Any government-issued photo ID will work; however, Queen’s strongly recommends you use your Queen’s-issued student photo card.

Your legal name is sent from onQ* to Proctortrack, where it will only be visible to Proctortrack proctors. This will ensure that you do not experience any delays or blocks when completing your exams.

• *Your legal name in onQ is only present in the system background and is not publicly visible

Proctortrack collects personal information when you write your exam—specifically, your exam responses and snapshots or a full recording of your exam session.

Queen’s has reviewed Proctortrack's privacy and security policies and controls and is satisfied that Proctortrack has a high level of security and meets requirements of Ontario’s Freedom of Information and Protection of Privacy Act (FIPPA). In addition, Queen’s has a legally binding agreement with Verificient (the company that provides Proctortrack) to use your personal information only for the purpose of providing the service. The terms Queen’s has negotiated are more stringent than, and take precedence over, the information posted publicly about Proctortrack on Verificient’s website.

A summary of the University's Privacy and Security Terms is available on the OUR Access and Privacy Policy page.

Storage of Personal Information

Your personal information is stored in Canada, on Canadian servers under the control of Verificient and subject to regular third-party security audits. Nevertheless, data may transit through other jurisdictions for processing. Queen’s has conducted a security review and is satisfied that all data is encrypted in transit and at rest. Additionally, our agreement stipulates that Verificient must comply with Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) which is the federal law that applies to private sector organizations operating in Canada.

• Verificient shares information with its third-party service providers solely for the purpose of processing and storing exam data in fulfilment of its agreement with Queen’s. Verificient is contractually bound not to share any information, including student personal information, with any other third parties

Proctoring Exam data for a given exam or identity verification session is stored for up to 60 days after the exam, after which the data and backup will be permanently and irretrievably destroyed in a secure manner. Baseline profile data will be held for up to 365 days after which it will be purged. Queen’s has the right to request destruction of any data at any time prior to the scheduled purge date.

Access to Your Exam Video and Personal Information

When running, the Proctortrack application accesses your computer's connected device list, desktop screen, webcam, process logs, and system level logs – this is for the purpose of conducting a system check to check for any blacklisted applications, virtual webcams, external displays, multiple keyboards, virtual machines, and for any other test policy violations.

• If you use a Mac, the Proctortrack application may indicate that it needs full disk access. The Proctortrack application stores captured data (e.g., screenshots) locally on the test-taker's computer, before uploading them to the Proctortrack servers. To be able to save the data locally, it requires the disk access permission. However, at the moment, macOS does not provide granular enough access to the disk, such that the Proctortrack application can specify which folder it needs access to for storing, hence it asks for full disk access

When the Proctortrack application is not running, it does not access any data/systems on your computer.

Proctortrack proctors do not have access to test-takers' computers. The Proctortrack application does not allow anyone to have remote access to your computer. Proctortrack only captures the minimum amount of data needed for proctoring, and uploads this for the remote proctor to monitor.

Depending on your faculty, an instructor and/or exam team may review your exam video. Generally, only videos flagged by Proctortrack are reviewed. If an instructor or exam team is concerned that there has been a departure from academic integrity, your video may be downloaded to serve as evidence in an investigation, and will be handled in accordance with your faculty’s academic integrity procedures.

After the test session is complete, Proctortrack application gives you an option to uninstall it from the computer. At any time, students may also go to the Proctortrack folder on their computer to uninstall it.

Refer to the Proctortrack service overview page

This choice of level is currently made at the faculty level. Please contact your department head to discuss further.

Proctortrack has fully customizable test settings that instructors can modify for each assessment – these settings are then enforced by Proctortrack proctors. See the onQ Proctortrack Instructor Quick Guide (PDF, 2 MB) for step-by-step instructions.

When setting up an exam in Proctortrack, be sure to configure the necessary accommodations in the 'Test Settings' tab. See the onQ Proctortrack Instructor Quick Guide (PDF, 2 MB) for step-by-step instructions.

As with in-person exams, instructors are responsible for setting the rules for remotely proctored exams – these rules are communicated to Proctortrack for application during the exam session and will be used to determine what kind of event is flagged as a potential infraction. Examples of events or behaviours that may be flagged for review include, but are not limited to:

• Presence of others in the room
• Presence of prohibited resources (e.g., notes, devices, etc.)
• Looking away from the monitor for prolonged periods
• Leaving the room or moving out of view of the webcam
• System changes (e.g., use of unauthorized applications)
• Unauthorized hardware (e.g., extra monitors)
• Unauthorized keystrokes (e.g., copy/paste)

Students' proctoring results are generally available within 48 hours of an exam. See the onQ Proctortrack Instructor Quick Guide (PDF, 2MB) for step-by-step instructions for viewing proctoring results.