Troubleshooting and tips for eExams

Troubleshooting

If you’re having technical difficulties during your eExam, these troubleshooting tips can help you get back on track.

If you’re not able to solve the problem yourself and you’re:

• on-campus – raise your hand up so our onsite staff can help
• off-campus – call our exam support hotline.

• You won't see a supervisor when you log into your eExam. Just follow the on-screen prompts to complete your check-in process and start your exam.Once you’ve started your eExam, you may only see your supervisor if you use the Raise Hand button or web chat features. They may be attending to other students so continue with your exam, if you can, until they attend to you.If you need to go to the bathroom, use the web chat feature to let your supervisor know you’re taking a bathroom break. You don’t need to wait for them to respond before you leave the room – just leave your phone on your desk. The exam session will continue recording while you’re out of the room.
• You’ll receive this message if you didn’t open your eExam in Google Chrome in Incognito mode. Download the Google Chrome browser and relaunch your eExam. For instructions, see how it works in the step-by-step guide.
• Before your eExam, make sure you’ve set up your device correctly.If you lose your internet connection during your eExam, don’t panic – exam responses save every 30 seconds.First try to reconnect to the internet. If that doesn’t work, try connecting to your mobile hotspot.Once your internet connection is restored:If you can’t restore your internet connection, or you’re unable to access your eExam, call exam support immediately so there's a record of the problem. The exam support staff will get you the help you need.
• The Check in for exam button will start working 30 minutes before your scheduled eExam (it’ll turn blue).If you’ve logged into the eAssessment platform at the right time and it’s not working:The eVigilation platform should open in a new tab. If it’s still not working, call exam support.
• When the eVigilation platform launches, it will request permission to access your microphone – click Allow.If you’ve already done this and the platform still can’t access your microphone, try the following:If the platform still can’t access your microphone, call exam support.
• When the eVigilation platform launches, it requests permission to use your camera – click Allow.If you’ve already done this and the platform still can’t access your camera, try the following:If the platform still can’t access your camera, call exam support.
• When the eVigilation platform launches, it will request permission to access your screen – click Your Entire Screen. If you’ve already done this and the platform still can’t access your desktop, try the following:If the platform still can’t access your screen, call exam support.
• If you believe there is an issue with an eExam question, you can report it by selecting the Report question issue button on the relevant question.If the Chief Examiner confirms a correction, a notification will appear on your exam screen with updated guidance for that question. In the meantime, you should continue on with your eExam.
• You may have encountered a composite question type. It’s normally used for case studies, multi-part questions, or 'choose X of Y' questions. You’ll be able to highlight the case study or top-level information, but you won’t be able to highlight the sub-questions.

Tips

• Click the eAssessment platform link, then navigate to your unit’s eExam and copy the eExam link and paste it into an Incognito Window in Google Chrome (you’ll be prompted to log in again).For more information, follow the steps for sitting an eExam.
• When you click the Check in for exam button, the eVigilation platform should open in a new tab. You’ll need to acknowledge the exam terms and conditions when they appear on the screen. The eVigilation application will open in a new tab and request access to your:Online Check-inJust follow the on-screen prompts to complete the check-in process, then start your exam.
• You won’t need to save your eExam answers as you go – they are autosaved every 30 seconds. You can check when the last autosave was at the Last saved field at the top of your screen in the eAssessment platform.
• To see a list of the handwritten responses you’ve uploaded, check the gallery view in your eExam on your computer. You’ll see an on-screen error message if there’s an image missing for one of your questions.

More preparation tips

Check out preparing for your exams. You’ll find lots of useful information, such as exam strategies, sample questions, and study tips.