FAQ

Contact Information for Yardstick and ProctorU

ProctorU
Phone: 1-855-772-8678, Option 1
Text Support Prior to connection time: sent a ticket for support
Text Support During connection time: Live Chat support available to canidates
Hours of Operation: 24 hours a day, 7 days a week Yardstick Assessment Strategies
Phone: 1-888-900-0005, Option 1
Text Support: testingsupport@getyardstick.com
Hours of Operation: Monday through Friday from 8:00am to 7:00pm Eastern

What should I do before connecting to an Online Proctor?

Your webcam is installed and turned on.
With exception to the examination website, all other programs and applications are closed.
You have your government-issued photo identification ready to show the proctor. The identification must be valid (not expired) and include your signature. Examples include a driver’s license or a passport
You are only allowed to have one monitor connected to your computer during the assessment. If you use more than one monitor, disconnect it and make sure that it is facing away from you.
Your workstation is clear of any non-approved materials.
Test your internet connection at the testing station to ensure a speed of at least 10 Mbps or higher is available. Anything lower than 10 Mbps will not ensure optimal performance during the examination. You are recommended to find a better internet connection prior to the beginning of your examination. You can test your connection speed using one of the following 3 sites:

http://speedtest.googlefiber.net/
http://beta.speedtest.net/
https://fast.com

Where can I test my system for the Online Proctor Requirements?

You can check the equipment requirements here: ProctorU Equipment Requirements
Before connecting to a live proctor, ensure that your browser’s pop-up blocker is disabled by following this help link: Disable pop-ups in your Browsers
You can test your system once logged into your account.

What do I do if I encounter technical issues with the ProctorU Platform?

Contact ProctorU for assistance.

What if I need to cancel or rebook my reservation?

Contact Yardstick Assessment Strategies for reservation cancellations or adjustments. Note: ProctorU cannot make these adjustments for you.

How do I access my account?

Log into the exam site here

Use the username and password previously provided to you

If you have forgotten your password, click on the “Forgot your password” link on the login screen and follow the next steps

When I enter my email address, I receive an error that says “This user does not exist”

As this field is case sensitive, ensure you are entering your email address using all lower-case letters. If you still get an error, contact Yardstick Assessment Strategies.

What does the login and registration process look like?

Click the link below to view a short video on the registration process from a candidate perspective. CLICK HERE TO VIEW THE VIDEO

Does my exam begin when I connect with ProctorU?

No, the allotted time for your exam does not begin until the exam has been unlocked by your proctor.

What time should I arrive for my exam?

Arrive at the time you selected when you scheduled the exam. If you arrive earlier, you may not be provided access to connect. If this is the case, clear your internet browser and reconnect at the scheduled start time.

Will the proctor be able to access my personal computer files and documents without my knowledge?

ProctorU proctors cannot secretly access your computer files. With your permission, proctors have the ability to view your screen and utilize the mouse and keyboard as if they were sitting next to you.

Once the exam starts, the proctor will monitor everything on the screen, but can no longer use your mouse and keyboard. During the entire process, a chat box is running, and you can see what permissions the proctor currently has at any time.

The entire chat is saved, including a record of what actions the proctor took while accessing your computer.

I am on the proctoring page, but I don’t see my proctor. What should I do?

Make sure you’ve logged into the correct account, and clicked the “Write Exam” button
Run or save the program – if you chose to save, locate the downloaded file ‘Support-LogMeInRescue’ and run it to connect to your proctor.
If you continue to experience problems, Contact ProctorU directly.

I am logged in at my scheduled appointment time, but my exam is not allowing me to continue.

If you have logged in prior to the scheduled appointment time and are unable to continue, refresh your internet browser. If this is still not available, it is recommended you clear your internet history then log back in.