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Proctorio has a help line and they are available by a phone or live chat if additional help/support is needed:
Proctorio automatically generates a password to prevent those who haven’t added the Proctorio chrome extension on their browser. Students need to download the Proctorio chrome extension which will generate a key that automatically bypasses this password.
You can download the extension for google chrome here: https://chrome.google.com/webstore/detail/proctorio/fpmapakogndmenjcfoajifaaonnkpkei