Proctorio in canvas turn off when student re-enter he exam

[ylin4]

I used proctorio to proctor my exams.  In the middle of an exam my student was disconnected due to poor internet connection.  WHen she re-enter the exam (with my permission) the proctorio was turned off.  I reached out to the Proctorio support and here is the quoted reply:

" Canvas has a problem that upon reentering the exam by the test taker Canvas takes the access code from Proctorio and automatically puts it in instead of Proctorio

therefore Proctorio is turned off

and test taker continues with the exam with out Proctorio"

I don't want to punish my student for internet instability during exam but I want the exam to be proctored.  Any thoughts as to how to fix this on the Canvas end?

Thanks!