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Support for online exams
Each exam site homepage in Canvas has clear instructions about what to do if things go wrong during the exam and who to contact after the exam.
Trouble shooting during your exam
ProctorU exams
We understand that taking an exam online may be daunting and you may have questions. Make sure you’ve read all the information online as thoroughly possible so that you do know what to do if anything goes wrong.
Technical issues
If your internet connection drops out or your computer shuts down during a proctored online exam, you just need to log back in to ProctorU and select the Chat Now button at the bottom right hand side of your screen to reconnect. If you have a live supervisor they will also try to ring you on the number you provided.
If you’re unable to resolve your issue and it affects your ability to complete the exam you may be able to apply for special consideration.
Something unexpected
If something unexpected happens during the exam, such as getting interrupted by a housemate, don’t worry, you won’t be kicked out of the exam. Footage from your exam will be reviewed later to make sure that nothing happened that could have compromised academic integrity.
If you’re unable to resolve your issue and it affects your ability to complete the exam you may be able to apply for special consideration.
How to get help
If you have any issues or questions during the exam, use the chat option to be connected to someone straight away. In Live+ exams you can do this through the chat window that you used to communicate with your proctor at the start of the exam. In Record+ exams, select the Chat now button on the bottom right hand side of your screen to connect to a proctor.
Open-book or take home exams
If you encounter a technical issue during your exam follow the instructions on your test/exam Canvas page.
If you’re unable to resolve your issue or you experience an interruption that affects your ability to complete the exam, you may be able to apply for special consideration.
When things go wrong – special consideration
If something happens and you are not able to complete your exam, you will be able to apply for Special consideration.
Situations where you can apply for Special Consideration:
- Technical issue that you couldn’t rectify in the exam
- issues with internet connection,
- problems with your VPN
- computer issues including webcam, mic problems, software issues
- An error message when you submit your take-home exam
- You were interrupted during the exam (e.g. loud noise outside)
You can upload a student declaration as your supporting document with a statement describing the issue, along with any supporting evidence such as screenshots or emails and you need to apply within 72 hours of the problem occurring. You should also email your unit coordinator to let them know.
Last updated: 26 April 2021
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