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Test-day troubleshooting

Follow the organizer's instructions first. If the exam is timed or proctored, notify the invigilator or support contact as soon as a problem occurs.

Capture useful information

Before changing anything, note:

  • the exact error message;
  • the current time and time zone;
  • the exam title;
  • your examinee code, without the passcode;
  • the browser and device; and
  • the last successful action.

Do not post credentials, identity documents, or proctoring images in an unapproved support channel.

  1. Copy the full link again from the organizer's message.
  2. Check that the browser did not omit the beginning or end of the link.
  3. Confirm the device is online by opening another permitted site.
  4. Try the link in an up-to-date supported browser.
  5. Ask the organizer whether the exam is visible and still active.

Code or passcode is rejected

  • Enter both values exactly as supplied.
  • Check for accidental spaces before or after a copied value.
  • Confirm that the credentials belong to this exam and to you.
  • Avoid repeated guessing; ask the organizer to verify or reset the credentials.

The exam is unavailable

The exam may be invisible, not yet at its mapped start time, assigned in another time zone, or missing your examinee or paper mapping. Contact the organizer with the exam title and your code so they can check Manager.

Camera, microphone, or screen sharing fails

  1. Confirm the correct camera and microphone are connected.
  2. Allow the browser permissions requested by the exam page.
  3. Close other applications using the camera or microphone.
  4. Reload only if the organizer or page instructs you to do so.
  5. If permission was previously blocked, open the site's browser permissions and change the blocked item to Allow.

Do not switch to a prohibited device just to bypass a check.

Internet connection is interrupted

  1. Keep the exam tab open.
  2. Restore Wi-Fi or the wired connection.
  3. Avoid answering further questions if Client clearly reports that it cannot save, unless the organizer instructs otherwise.
  4. Wait for the page to report reconnection.
  5. Notify the invigilator and give the approximate disconnection time.

Client periodically saves while connected, but work completed after the last successful save may be at risk during a prolonged outage or power loss.

The page freezes or becomes blank

  • Wait briefly for an in-progress save or submission.
  • Check the connection without closing the exam tab.
  • Take a screenshot that excludes credentials or private identity data.
  • Contact support before refreshing, signing out, or opening the exam on a second device.

The timer or paper looks wrong

Stop and contact the organizer if the duration, paper name, available papers, or question count conflicts with the instructions. Include a privacy-safe screenshot if requested.

Submission does not finish

  1. Keep the page open.
  2. Confirm the device is online.
  3. Wait for a completion or result message.
  4. Tell the invigilator immediately if the timer expires or the page remains stuck.
  5. Do not submit repeatedly or begin a second session unless instructed.

The organizer can review your current state in Manager and determine the next step.