Exam Troubleshooting

Student

Connection Error

Should a student receive a connection error and their questions are no longer saving, you can utilize the Exit Password to assist the student out of the exam environment and re-establish their connection. Additionally, you will require a hard reboot. Press and hold down the power button until the computer shuts off. Next press the power button to restart. Only selected answers that were "saved", which are marked as green in the answer selection key, will be saved to the exam submission. Student's should never ignore connection issues and should notify a proctor or instructor if they receive any message regarding answers no longer saving.

Computer Frozen

A frozen computer will require a hard reboot. Press and hold down the power button until the computer shuts off. Next press the power button to restart. 

Can't Exit LockDown Browser

If you are unable to exit the LockDown browser after an exam submission, this will require a hard reboot. Press and hold down the power button until the computer shuts off. Next press the power button to restart. 

Saved Answers

Only selected answers that were "saved", which are marked as green in the answer selection key, will be saved to the exam submission.

LockDown Browser

Students must have the most recent LockDown browser required by SOLE. They will be prompted with a message to download if they do not have the required version. The browser is available for download from the exam launch page in SOLE or from our documentation.

Instructor

Extend Exam Time

Simply add more time to the existing Time limit setting. This will update the students’ exam by the next minute. This will be minus any time already spent in the exam. 

Extend Exam Time for Individual Student / Accommodated Time

You should use Override Settings to provide the new, full time limit for the student once the exam is re-opened. Simply add more time to the existing Time limit setting. This will update the students’ exam by the next minute. This will be minus any time already spent in the exam.

Please note that if you have added a due date and/or expiration date it must extend to include the accommodated override setting.

Exam Submission Stuck "In Progress"

If a student's submission is stuck "In progress" but appears to have been submitted and no technical issue reported you can "Trigger Finish" the exam. This setting can be found on the In Progress Tab of Exam Reports. You can select the option to "Trigger Finish" the exam next to the student's in progress submission.

Reopen a Submitted Exam

If an exam is inadvertently submitted you can reopen it at your discretion. Once an exam has been submitted you can decide the exact amount of time a student should have when re-opened. Please note that this will restart their exam timer when they re-enter the exam. You should use Override Settings to provide the new, full time limit for the student once the exam is re-opened. Review other Availability Settings for any other potential time related conflicts.

Exam Availability Restrictions

You can utilize Access Controls to make an exam available to specific individuals, small groups or roles.

Advanced Reporting Levels

To determine what students can see immediately following an exam's submission, visit the Advanced Tab of your exam and review Reporting Levels. By default all Reporting Levels are disabled.

Password Complexity

Keep passwords simple and visible in the classroom for students at exam entry time.