Troubleshooting and tips (Monash Malaysia)

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 - get in touch with the eExams Support Hotline on +603 55145600.

• 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, first try to reconnect to the internet.Once your internet connection is restored:If you don’t close all your web browser windows (including your eExam), you won’t be able to reconnect with your supervisor.If you can’t restore your internet connection, or you’re unable to access your eExam, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600 as soon as possible so there’s a record of the problem.
• The Join Supervisor 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, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600.
• You need to log into the eAssessment platform at least 30 minutes before your exam’s scheduled start time and click Join Supervisor.Once you’ve allowed the eVigilation platform access to your microphone, camera and your screen, you’ll arrive in a virtual waiting room (you should see a message on your screen saying Please wait for your supervisor to respond). Your supervisor will be attending to other students, so you may need to wait a few minutes for them to greet you. They’ll use the web chat function to acknowledge you’re there as soon as they can.If you’ve entered the virtual waiting room and your supervisor still hasn’t greeted you or sent you a web chat message after five minutes, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600.
• 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, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600.
• 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, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600.
• 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, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600.
• If you think there’s a potential issue with a question, you can flag it. For more information, see flagging potential errors.

• microphone
• camera
• entire screen.

Tips

Accessing your eExam

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.

How to connect with your supervisor

1. Log into the eAssessment platform and navigate to your unit’s eExam.
2. Copy the eExam link and paste it into an Incognito Window in Chrome.
3. Make sure you’re in the correct eExam according to your exam timetable.
4. Click Join Supervisor at the bottom right-hand side of your eExam landing page.

The Join Supervisor button will turn blue 30 minutes before your scheduled eExam. If you’ve logged into the eAssessment platform within 30 minutes of your scheduled eExam and the Join Supervisor button isn’t blue, raise your hand so one of our on-site staff can help you or if you’re off-campus, call the eExams Support Hotline on +603 55145600 as soon as you can so there's a record of the problem. They'll also provide you with technical support.

Exam answers are autosaved

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.

Check you’ve uploaded your handwritten responses

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.