Remote Proctoring for Computer-Based Examinations

• NOTES about internet connections:

  • EXPECT disconnections as any network may have fluctuations in speed and reliability
  • Taking a lengthier exam opens up more possibilities for disruptions to occur
  • This may cause the time you are attempting your Exam to extend well past 4 hours, please be prepared for this

• Stable connection
  • Check with your provider if there are certain times of the day when they lower bandwidth, let them know you are taking an online exam
• Direct WIRED internet connection is best
  • If using wifi, identify where the wifi is strongest and set up for the Exam there
• Do not have other people using internet bandwidth with Netflix, social media, etc.

• Ensure a testing location that is indoors (walled), well lit, with a closed door and free from background noise and disruptions
• Your workstation and surrounding area must be free of pens, pencils, paper, cell phones, extra monitors, electronic devices, etc.
• No content that could potentially provide an unfair advantage during your examination, including anything posted on walls or within your immediate area, is allowed during your session
• Ensure that no third party (i.e., person or pet) is present in the room, enters the room, or speaks to you for the duration* of the examination
  • If this occurs, your examination will be terminated and/or your results invalidated
• Try to place a mirror behind your seat, allowing the Readiness Agent, Proctor, and Security Agent full view of your room. This may result in fewer security interruptions
• For embedded cameras: have a small hand mirror ready to help with the security check-in, allowing the readiness agent to view your monitor
  • Invest in or borrow an external webcam for security checks

* The duration of the exam includes from the time you log into ProProctor to the time you complete and exit the examination. This includes any time spent with a Readiness Agent, Security Agent and/or Proctor and/or any time in between.

• PRIOR to launching your examination, you must download and install the ProProctor Application and perform a computer system check
• You will need your Prometric Confirmation Number to launch your RPT Exam Session
• Launch your RPT Exam session on the ProProctor platform https://rpcandidate.prometric.com/Home/LaunchExam
• It is recommended that you launch at least 30 minutes prior to your scheduled Exam time for the check-in process
• You can launch up to 30 minutes in advance and no later than 15 minutes after your scheduled time
• After launching your certification exam, you will be place in a queue before you connect with the Readiness Agent (RA) to check-in, and then again before the Proctor starts your exam
  • DO NOT keep relaunching or you will lose you place in the queue. If you need to relaunch, make sure you wait at least three (3) minutes between each attempt for the system to properly reset itself
• In order to be admitted into the RPT Exam, you must display a valid and current (nonexpired) form of government-issued identification (e.g., driver’s license, passport or provincial identification card)
  • Your first and last name on the ID must match the name on your scheduling notification.
  • Your identification must include:
    • English characters/translation
    • Your photograph
    • Your signature
• Once in the Exam, the proctor is available via the chat feature at any time during the Exam session
  • Go to the “Chat” image at the top right of the page
    

• Pass the room and physical inspections performed by a Readiness Agent (RA) and/or Security Agent (SA)
• During the room inspection, you MUST:
  • Show your workstation and surrounding area
  • Computer View: Candidate’s computer must clearly be shown and fully inspected during the check in process. If this cannot be accomplished with an external web-camera for desktops or mirror for laptops, your examination may be terminated
  • Only your government issued photo identification and two (2) tissues are permitted at your workstation; the tissues must be inspected by the Proctor prior to start of Exam
  • You can only take notes with the ProProctor Scratchpad on your test screen (paper is not allowed for note-taking)
• During the physical inspection, you MUST:
  • Raise your pants legs above your ankles, empty and turn all pockets inside-out and raise shirt sleeves above your wrists
  • Remove eyeglasses, if you wear them, for visual inspection to ensure they don’t contain a recording device
  • Not wear any large jewelry items on your person, remove them prior to starting
  • Pull your hair back to ensure nothing is attached to your ear that could provide an unfair advantage – i.e. a Bluetooth earpiece
    • If your hair is tied back you will not be able to remove the tie and place on your wrist or the desk top Exam area

• Please note that leaving the camera view while the examination is in progress, except for an approved break (please see policy on Unscheduled Breaks) is strictly prohibited
• Changing locations while testing, turning off lighting or audio, speaking to or receiving aid from other individuals is also strictly prohibited
• Unauthorized personal items must not be accessible while testing. Such items include, but are not limited to outerwear, hats, food, drinks (other than water in a clear colourless container), purses, bags or briefcases, notebooks, watches, cell phones, electronic devices, calculators, mechanical pens and pencils, or wearable technology
• Eating, drinking   (other than water in a clear colourless container), smoking, and chewing gum are prohibited during the examination
• Written notes, published materials, or other testing aids are prohibited
• Light clothing items removed for comfort such as sweaters, etc., must be hung on the examinee’s chair, not placed in laps or on the workstation desktop

• If you have issues while in the Exam, or you need to go to the bathroom, the proctor is available via the chat feature at any time during the Exam session
  • Use the ProProctor portal link – headphones image
    
  • Then select “I’m here to help!” image to access the chat feature (see the bottom right of the page)
    
    If the chat window says “Agent Offline”, be patient and wait until you the see “I’m here to help!”.
• If on exam day, if you cannot launch your exam or get disconnected from your exam and/or the testing platform and you cannot re-launch, you MUST contact the Global Help Desk https://ehelp.prometric.com/proproctor/s/
  • Follow these instructions when contacting Prometric for support
• If you are not able to launch your exam within 2 hours, your system is likely not compatible and you should contact the CSMLS at exam@csmls.com, immediately, for your next steps
  • Provide your full name, CSMLS identification number, phone number, and a detailed explanation of what occurred
• Candidates should expect connectivity issues during the Exam; unfortunately, this is a part of online testing
  • Even if you cannot see a proctor or a readiness agent during a disconnection, they may still be able to see and hear you before the session is fully disconnected
  • Candidates are expected to remain respectful at all times
    • Swearing or gesturing inappropriately may lead to expulsion from the Exam session and a loss of that Exam attempt

• If connectivity is lost during the Exam session

  • To reconnect, the candidate must go to the ProProctor Portal
  • Enter their confirmation number and last name and re-launch the Exam
  • If this still does not work, candidates can reach out for Technical Support by going to https://ehelp.prometric.com/proproctor/s/

• Follow these instructions when contacting Prometric for support

  • Candidates can only use the chat feature, there is no direct phone line
  • Prometric will work with you to reconnect, as long as it can be done on the same day
  • Prometric CANNOT reschedule you to a different exam session
  • If there is another day left in the exam session you may be rescheduled by Prometric if you are unable to connect to your exam
    • Contact exam@csmls.org immediately if this is necessary
• When candidates reconnect, another Readiness Agent will perform the check-in
  • The Readiness agent will know the candidate had been in a session and was disconnected
  • Prior to EVERY entry into the RPT Exam, no matter how many times you are disconnected, you will be required to go through the security measures listed above
• For more information please check the Prometric RPT FAQs and Common Technical Issues here: https://ehelp.prometric.com/proproctor/s/

If a candidate requires an unscheduled break, the candidate must contact the proctor via the chat feature immediately, if the candidate’s face disappears from view or the candidate leaves the room without contacting the proctor first, they may not be allowed to resume their exam.

If a candidate does take an unscheduled break, the exam timer WILL NOT stop and will still be counting down while the candidate is gone. Once the candidate returns to the computer, they will have to go through the full security check again, while the exam timer is counting down (same as in-person testing). The exam will start up where you left off.

If the candidate is not back in a timely manner, they may not be let into the exam. If a candidate is gone for longer than 10 minutes, the exam will be considered abandoned, it will be closed and may be considered a lost attempt, regardless of the results.

Not all candidates will be able to take the exams remotely at home. If candidates do not meet the requirements to take the exam at home, they must take the exam in-person at an available Prometric test centre.

In-person exams at Prometric’s test centres are conducted in a safe environment with enhanced cleaning procedures, use of personal protective equipment for candidates and staff, and enforced physical distancing.

All candidates scheduled for in-person testing MUST wear a face mask for the entire time they are in the test centre.

See Prometric’s website for more information about their physical distancing policies.

Candidates can watch a video about remote proctoring on the Prometric website.

CSMLS thanks everyone for their patience as we work through the steps to deliver exams on the new dates at Prometric test centres and via RPT.

CSMLS will continue to provide updates about our exam session as more information becomes available.

• All Exam sessions (in-person or remote) are video and audio recorded for security purposes for the duration of the Exam
  • For remote test centres, the moment a candidate logs onto the testing platform, to the time the Exam is exited, a candidate will be video and audio recorded
• Candidates will have their personal data collected which may include photo ID and personal video imaging (for remote test centres this includes the exam room in a candidate’s home or office)

When using “Support” on exam day, to get to the top of the queue, give your Prometric confirmation number and full name. Then answer the questions in the “chat”.

Use the following responses to connect with a Live Agent:

• If You Cannot Launch Your Exam:
  • When is your exam scheduled?
    • Today
  • At what stage of your exam you are in currently?
    • Launching exam
  • Are you aware of the launch process?
    • Yes
  • Are you facing any issue or error?
    • Yes
  • Have you gone through the Frequently Asked Questions /Common Technical errors section?
    • Yes
  • Have the Frequently Asked Questions /Common Technical errors helped to resolve your issue?
    • No
  • Let me connect you to one or our agents. While you wait, please provide some basic information. What’s your Exam Confirmation number?
    • Enter your 16-digit Prometric Confirmation Number
• If You Have Been Disconnected from Your Exam
  • When is your exam scheduled?
    • Today
  • At what stage of your exam you are in currently?
    • Disconnected from exam
  • Are you aware of the reconnect procedure?
    • Yes
  • Have you tried reconnecting the exam?
    • Yes
  • Are you able to Launch exam again?
    • No
  • Let me connect you to one or our agents. While you wait, please provide some basic information. What’s your Exam Confirmation number?
    • Enter your 16-digit Prometric Confirmation Number

If ProProctor Support is unable to help you, please send an email to exam@csmls.org for your next steps. In this email you MUST include:

• Your first and last name
• CSMLS identification number
• Prometric confirmation number
• Date and time of your remote exam session
• Ticket number from proprotor support
• Detailed explanation as to what occurred