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Troubleshooting Handbook For Proctor

Troubleshooting Handbook For Proctor

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This guide is designed to help you quickly resolve common issues you may encounter when launching or using Proctor.

Many issues can be resolved in just a few minutes by following the steps outlined here. If you're new to Proctor, we recommend starting with the basic checks section before diving into specific problems.

If the guide doesn't resolve your issue, please don’t hesitate to contact our team at fp_event_comms@chess.com for additional support.

Basic Checks

  • Ensure You Downloaded the Application from the Proctor Page Ensure you've selected the correct Download button for your operating system from https://www.chess.com/proctor. This is the only official source for the latest version of the software.

  • Check System Requirements

    Older machines or operating systems other than Windows or Mac may not support Proctor. If you’re unsure, please contact our team for assistance.

  • Check Internet Connectivity

    A stable internet connection is required to both download and use Proctor. If possible, connect via Ethernet for a more reliable connection.

  • Enable VPN

    If your location requires you to use a system VPN (not browser-based) to access most applications, please enable it for Proctor as well. We recommend any of the major VPNs, such as:

    • Nord VPN
    • Surfshark
    • Mullvad
    • Proton VPN
    • Private Internet Access
    • Cloudflare Warp

       If none of the VPNs listed above work for you or are accessible, please reach out to us

  • Set Up a Virtual Camera (for Streaming)

    If you’re streaming, ensure that you've set up a virtual camera before starting. You can do this by following this guide for OBS. If you're using Streamlabs, please follow this guide.

Common Issues & Solutions

As you’re reading this section, please keep in mind that many issues with Proctor can be fixed by closing the application and then restarting it

Issue 1: Unable to Connect the Second Device

  • What’s Happening:

    After scanning the QR code on your phone or tablet, the page either doesn’t load or you encounter an “Invalid Browser”, “Mic Not Detected”, or “Camera Not Detected” error.

  • Possible Causes:

    • Your phone's settings may be blocking access to the camera or microphone.
    • You might not be using the browser indicated for your mobile operating system.

  • How to Fix It:

    • For Proctor to work properly on your phone, you must have Chrome set as your default browser on Android, or Safari set as your default browser on iOS.
    • If you're certain you're using the correct browser on mobile, begin by refreshing the page and pay attention to any permission requests that appear on your screen, making sure to accept them all.
    • If the issue persists, follow these steps to check that you have the correct mobile settings for Proctor:
    • For iOS (iPhone or iPad)
      • Open Settings > Apps > Safari.
      • Ensure the following settings are correct:
        • Default Browser: Should be set to Safari.
        • Scroll down to Camera and Microphone settings, and make sure both are set to Ask or Allow.
    • For Android
      • Open Settings > Apps > Chrome.
      • Ensure the following settings are correct:
        • Default Browser: Should be set to Chrome.
        • Go to Permissions and make sure access to both your Camera and Microphone is enabled.

    Issue 2: Performance Slowdowns

    • What’s Happening:

      Proctor is running slowly or becoming unresponsive, resulting in lag during games.

    • Possible Causes:

      The device may be running too many applications or processes in the background, consuming system resources and affecting performance. Additionally, hardware limitations such as insufficient CPU, RAM, or disk space can contribute.

    • How to Fix It:

      Close Unnecessary Applications – Ensure that no other heavy applications are running in the background, leaving only the monitoring software open to maximize available system resources.

    Please ensure that your device meets the minimum requirements for optimal performance if you are streaming while using Proctor.

    FAQs

    • Q: Can I download the software on my Linux device?
      • A: Unfortunately, Proctor is not currently compatible with Linux. Please contact our team for further instructions.
    • Q: Do I have to download Proctor on my phone?
      • A: No, you only have to download Proctor on your main device (Laptop/PC). Proctor connects the second camera using your mobile browser.
    • Q: I don’t have a phone or tablet. Can I still use Proctor with just one camera?
      • A: No. You’ll need a second device to complete the login process, as you’ll be prompted with a QR code to connect it.
    • Q: Why did I get a Security alert in the middle of my game?
      • A: Depending on your operating system and firewall settings, you may receive a security permission prompt the first time you use Proctor. You only need to grant this permission once. You won’t see it again unless you reinstall the software.
    • Q: Why is my system not allowing me to download or run Proctor?
      • A: Depending on your antivirus, you may need to grant an exception to Proctor. Proctor is a safe application that Chess.com maintains.

    Getting Help from Our Team

    For any troubleshooting or technical queries, contact us using the email below. We’re here to help!

    Email: fp_event_comms@chess.com