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I am having trouble with the proctoring software or while taking a proctored exam.

  1. Ensure you are logged into edX using a browser on a desktop or laptop computer. Proctored exams cannot be completed through the mobile app, or on phones or tablets.
  2. Ensure you meet the System Requirements for the proctoring software.
  3. You may find helpful information that may solve your problem in the edX Documentation for taking proctored exams or in the edX Proctored Exam Troubleshooting Documentation.

If none of these solve your problem, contact BOTH of the following:

  • The proctoring vendor, Software Secure, by phone (US and Canada: 1-844-224-9759, International (Outside US and Canada): 1-617-658-2879) or on their live chat.
  • Edx support at info@edx.org. Include "Proctored Exam" and the course number in your subject line.