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During a proctored exam, technical issues or setup-related questions can arise at any stage, before the exam starts or during onboarding. To ensure your exam experience remains smooth and uninterrupted, the proctoring system provides a built-in Help option that is available throughout the session. In this article, you can understand how this feature allows you to quickly reach support, access self-help articles, run diagnostics, or raise a ticket, without exiting your exam flow. A Need Help option is always visible at the bottom-left corner of the screen, ensuring support is just one click away.

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Using the “Need Help” option

The Need Help option opens the Chat with a Proctor window, where you can view all proctor messages and send queries in real time. Messages from the proctor may include:
  • Session instructions and guidelines – shared at the beginning of your session
  • Rule violation warnings – sent if any prohibited behavior is detected during the session
  • Query responses – answers to any questions you raise during the session.
Step 1: Open the Help panel If you face any issue or difficulty, click on the Need Help button. This opens a chat panel where you can explain the issue you’re facing. Step 2: Describe your issue clearly
  • Be direct and specific about the problem (for example: camera not turning on, mic blocked, network issue)
  • Clear details help the proctor or Assistance bot respond faster
The system may:
  • Connect you to a live proctor, or
  • Share relevant help articles and diagnostics steps instantly through the chatbot
Step 3: Attach a screenshot Near the typing area, you’ll see an Attach option. Use this 📎 to upload a screenshot of the issue you’re facing. This helps support teams understand the problem faster and resolve it more efficiently.

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Using the Help Center

At the top-right corner of the Help panel, you’ll see three icons. Help Center (Open book icon)
  • Opens the Help Center
  • Lists common issues you might face during onboarding or the exam
  • Each article provides immediate, step-by-step solutions
If the proctor is taking time to respond, you can search or select an article here to resolve the issue on your own. 🔗 Need more help? At the bottom of the Help Center, you’ll find a Need more help link. Clicking this allows you to raise a support ticket, and the team will get back to you shortly. To return to the chat, simply click the Chat icon in the same location.

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Running Diagnostics

Diagnostics button (next to Need Help) If you suspect a technical issue, click the Diagnostics option. This allows you to:
  • Check device compatibility
  • Verify your operating system
  • Confirm browser compatibility
  • Test camera and microphone
  • Grant required permissions if access is blocked
Running diagnostics early can help prevent interruptions during the exam.

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Exiting the Help panel

The third icon in the top-right corner lets you exit the Help panel and return to the onboarding or exam screen once your issue is resolved.
What you need to know
  • Help is available throughout onboarding and the exam
  • Be clear and specific when reporting issues
  • Use screenshots whenever possible
  • Try the Help Center and Diagnostics for faster resolution