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ProctorU message Your Monitor Count could not be found

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Trying to use ProctorU with Firefox 104.0.2 on Windows 11 Home, and I am getting the following message : "Monitor Count : You may only use 1 monitor during your exam. Your monitor count could not be found". I searched for possible fixes, and someone mentioned removing fingerprinters, and possibly also remove cookies and tracking content from Firefox enforcement. I removed all 3 and that did not help. I also tried clearing cookies and site data and also cached web content, this did not help. Is there some other setting in Firefox that might be preventing the detection of the monitor count? Any suggestions on how to fix this issue?

Trying to use ProctorU with Firefox 104.0.2 on Windows 11 Home, and I am getting the following message : "Monitor Count : You may only use 1 monitor during your exam. Your monitor count could not be found". I searched for possible fixes, and someone mentioned removing fingerprinters, and possibly also remove cookies and tracking content from Firefox enforcement. I removed all 3 and that did not help. I also tried clearing cookies and site data and also cached web content, this did not help. Is there some other setting in Firefox that might be preventing the detection of the monitor count? Any suggestions on how to fix this issue?

Modified by RAR

All Replies (18)

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Screenshot of the error would help others know what is showning on your side. Did you use firefox enhanced protection default only? Did you try in Private Mode window browser to see what happens.

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Although the screenshot shows that other items could not be found, the only one that seems to be preventing the use of ProctorU is the monitor count. I am not sure how to tell whether I used enhanced protection default. I have not tried Private Mode yet. I saw some restrictions in ProctorU. It may have mentioned that you could not use private mode, but I will need to check again.

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I did not start a private window when encountering the issue. Based on the articles, the standard protection only applies to private windows. After reading a suggestion of removing cookies, tracking content, and fingerprinters, I did remove them. This means that I am now using the Custom Enhanced Tracking protection even if I am not using a private window. This did not help either. This means that I still have Cryptominers checked under Custom. However, since I was using Standard Enhanced Tracking protection originally, it sounds like these settings should not be preventing the visibility of the monitor count.

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Normal web pages can't access detailed system information, so I had to check their site to see how they might be doing it...

Do you have their Firefox add-on installed? https://www.proctoru.com/firefox

Assuming so, does its button appear on the toolbar as expected?

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Uploaded 2 new screen shots. The ProctorU symbol does appear on the toolbar. Also in settings under Logins and Passwords it says that ProctorU controls this setting and their is an option to disable the extension.

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Unfortunately, I don't think I would be able to investigate without using that add-on. Does it work in Microsoft Edge (not your favorite browser, I'm sure, but sometimes things can't wait for full troubleshooting)?

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Unfortunately Microsoft Edge is specifically documented as Not Supported by ProctorU. The only browsers are Chrome and Firefox. However, the Chrome extension has been removed from the Chrome Store, so Google does not allow you to enable the extension. I don't know how people are supposed to use ProctorU to take an exam! I have heard that one person was able to use a Mac Book. However, I don't have a Mac Book.

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ProctorU says the minimum Windows environment is 8 and the recommended environment is Windows 10. It does not say whether Windows 11 Home is ok to use or not. When I installed Firefox I received a "Confirm your Account" email which said "Firefox on Windows 10". Do you think there would be any issues with "Firefox on Windows 10" when using Windows 11 Home?

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What a nightmare.

I don't think Firefox (or websites) see Windows 10 and Windows 11 differently in most aspects. Maybe the theme is a little different, but add-ons should be able to gather the same information, I would think.

Did you install Firefox from Mozilla's site or from the Windows app store? The app store one might have some special behaviors that we support volunteers don't know much about.

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I think this is the only place the Firefox extension can be installed from : https://www.proctoru.com/firefox

The Chrome extension was downloaded from ProctorU since it is not in the Chrome Store.

ProctorU was used to download the extensions.

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I found a comment in Reddit (r/LSAT) from someone with the same problem. He said that he successfully took a test with Firefox in June. However, in August, using the same computer, he now receives the monitor count message with Firefox. This person is also unable to use the Chrome Extension.

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Does the extension work with Firefox 102.2.0 ESR?

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What is the difference between the release numbers in the 90's versus the release numbers in the 100's? If the person was successful in June, should we try a release date of Firefox of 5/31/2022? This release date is only showing me an ESR of 91.10.

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Hi RAR, were you able to get this working?

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I was not able to get this to work.

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I think the reason I asked that is someone else was running into the same issue.

Windows can run applications in backwards compatibility mode: this creates a modified execution context that makes the application think it is running on an older version of Windows. Maybe that would somehow make the add-on work better?? Otherwise, I hope ProctorU can look at why it's add-on no longer gathers correct monitor information.

If you have occasion to try it, you can set backwards compatibility using the Properties of your Firefox shortcut. (right-click the shortcut > Properties > Compatibility). I wouldn't suggest going back further than Windows 10 for normal browsing, so hopefully that is an option.

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