Trouble Shooting

Please reference this page to assist with any technical issues you may have.

If it is less than 15 minutes late, student may not get the full exam time, may be short by the time they are late. This will be indicated as short exam on the proctoring tool.
- For appointments at the end of the day, remind the student that test center closes promptly and they will not receive additional time.
If it is more than 15 min. use your best judgment for how busy we are. They will not get their full exam time and will have to leave at the end of their appointment time.
If they do not have an appointment or missed their appointment, they should reach out to their instructor for the next steps.

If a student does not remember their login credentials, they can try resetting their password or contact the Help Desk at 919-515-4357

Make sure you are copying and pasting the password for the exam that is displayed on the screen you are trying to input the password.
Verify that you have copied and pasted the password correctly.
Try typing in the actual password (the exam might be set up where you cannot copy and paste. If this happens, please notify Sharon or Kara).
Ensure there are no spaces before or after the password.
If you are still having issues, contact Sharon or Kara.

If you accidentally close the student’s exam, the student will have to reopen the exam. This means the student will need to get another DUO code. If the student has lost more than 5 minutes, please contact Kara or Sharon to add the minutes to the student’s exam.
The student might state they are unable to submit their exam or they do not know if their exam is submitted.
- WebAssign: Look at their submissions and click submit again. Once the clock moves up and down the exam has been submitted.
- Moodle: When navigating between pages, Moodle should automatically save answers. If the navigation isn’t working, there is an “x” on the upper right side of the page. This will open a side panel to show the quiz navigation.
No blank to provide answers:
- Instruct the student to flag the questions in Moodle and email their instructor after completing the exam.
- Use the “ask feature” if the exam is in WebAssign.
None of the answers are correct:
- Instruct the student to flag the question and choose the best answer and also email the instructor after completing the exam.
- Use the “ask feature” if the exam is in WebAssign.

If students cannot access a code from the DUO App, they can either receive a text or use the bypass option.
- Some students, when signing in, have trouble getting a DUO code because of connectivity issues. They can use the DUO App to get a code or the bypass option (do not have to be connected to the internet to receive).
If they don’t know their security questions, can’t obtain a code another way or get locked out of their account, they will need to call the Help Desk at 919-515-4357.

I’m late for my appointment! I missed my appointment! I didn’t make an appointment: