Tips, Tricks and Troubleshooting for B-Virtual Proctors
The info presented on this page should help any proctors with B-Virtual to quickly address any issues that they might encounter when attempting to proctor the NFSTP Certification Exam.
If you encounter an issue, and were not able to find assistance on this page, please send an email to firstname.lastname@example.org describing the issue you encountered.
Some issues below suggest that someone will need to contact our support team. If that is the case, please note that our regular support hours are:
Monday - Friday
8:30am - 5:00pm (EASTERN)
How do I get the test taker enrolled into the exam
For our test takers making use of our B-Virtual web proctors, we do not provide them with ANY instructions for accessing the exam.
The URL for the exam is provided to the proctor only. Since the test taker must access their account on our training site in order to launch a session with SmarterProctoring, there should be no need for the test taker to log back in. The URL provided to the proctor should take them directly to the enrolment screen for the exam.
If the box to enter the enrolment key does not appear, there are a number of possible causes.
|The test taker has made a previous attempt at the exam.||While multiple exam attempts are allowed, a test taker cannot make a second attempt without first contacting the support team.||Have someon contact the support team to reset the exam for this test taker. During support hours, the exam can be reset within minutes, so it shouldn't be necessary to reschedule the exam. Outside of support hours, the exam cannot be reset, so the user will need to reschedule.|
|The test taker was previously enrolled in the exam but did not attempt to write it.||If a test taker enrols in the exam but does not attempt to write it during the enrolment windor, access to the exam is suspended.||Have someon contact the support team to reset the access for this test taker. During support hours, the access can be reset within minutes, so it shouldn't be necessary to reschedule the exam. Outside of support hours, the access cannot be reset, so the user will need to reschedule.|
|Self-enrolment may be temporarily suspended for site maintenance.||If the enrolment key box does not appear, and there is no error message stating that this specific test taker cannot enrol, then the site may be undergoing unscheduled maintenance.||Have someon contact the support team to determine if the issue will be resolved shortly. During support hours, it may be possible to resume within a few minutes, so it may not be necessary to reschedule the exam. Outside of support hours, there will be no way to determine how long the maintenance will last, so it will likely be necessary to reschedule.|
If the enrolment key did not work, there are a number of possible causes.
|The enrolment key was not entered correctly.||The key is case-sensitive and must match exactly to that provided in the "Password" field of the proctor instructions.||Double-check that you have the entered the correct string, with the correct case. Be aware of the CAPS Lock.|
|The wrong enrolment key was entered.||The exam enrolment key is provided to the proctor in the "Password" field of the proctor instructions.||Ensure that you are using the correct enrolment key. *HINT* for B-Virtual, the enrolment key is four upper-case letters followed by 4 digits.|
|The wrong enrolment course was loaded.||The exam enrolment key provided to B-Virtual proctors will only work for the course entitled "NFSTP Online Exam/Examen en ligne PNFSA" which is the course that should load if you used the URL provided in the||Ensure that you are using the correct enrolment key. *HINT* for B-Virtual, the enrolment key is four upper-case letters followed by 4 digits.|
If you are absolutely sure that you are using the correct enrolment key and that you are entering it correctly, please have someone contact our support team to determine if there is another issue. It may not be necessary to reschedule the exam if we are able to address the issue immediately. If this issue has occurred outside of our support hours, then the test taker will need to reschedule.