Troubleshooting and tips for eExams

Troubleshooting

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, just get in touch with the Service Desk.

Warning message: non-recommended browser

You’ll receive this message if you didn’t open your eExam in Chrome in Incognito mode. Just download the Chrome browser and relaunch your eExam. For instructions, see how it works in the step-by-step guide.

Internet connection lost during eExam

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:

  1. close all your browser windows
  2. click the eAssessment platform link and navigate to your unit’s eExam
  3. click the blue Join Supervisor button
  4. continue with your exam.

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, call the Service Desk as soon as possible so there’s a record of the problem.

What happens when I click the Join Supervisor button

  1. When you click the Join Supervisor button, the eVigilation platform should open in a new tab. The exam terms and conditions will appear on the screen.
  2. You’ll need to acknowledge the exam terms and conditions. The eVigilation application opens in a new tab and will request access to your:
    • microphone
    • camera
    • entire screen.
  3. Once you’ve provided access, you’ll arrive at the virtual waiting room. Allow a few minutes for your supervisor to greet you.

Nothing happens when I click Join Supervisor

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:

  1. close all your web browser windows
  2. restart your computer
  3. click the eAssessment platform link, then navigate to your unit’s eExam
  4. copy the eExam link and paste it into an Incognito Window in Chrome (you’ll be prompted to log in again).
  5. click the Join Supervisor button.

The eVigilation platform should open in a new tab. If it’s still not working, call the Service Desk.

I’ve connected on time but my supervisor isn’t there

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, call the Service Desk.

I can’t share my microphone

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:

  • Make sure you haven’t muted your microphone.
  • Reload the page. Within 20 seconds, you should hear a test sound on the audio settings screen. Then click NEXT.
  • Check your browser permissions: click Settings > Privacy and security > Site settings > Microphone (under Permissions) and make sure the eVigilation site isn’t blocked.
  • Try using your microphone in a different application to see whether it works.
  • In the white box on the right-hand side of the eVigilation page, make sure the microphone icon isn’t crossed out. If it is, just click the microphone icon.
  • If you’re using headphones, try to disconnect and reconnect.
  • Restart your computer.
  • Try using a different laptop (if you can).

If the platform still can’t access your microphone, call the Service Desk.

I can’t share my webcam

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:

  • Make sure your camera isn’t turned off.
  • Reload the page and wait for about 20 seconds.
  • Check your browser permissions: Settings > Privacy and security > Site settings > Permissions > Camera and make sure the eVigilation site is not blocked.
  • If you have multiple webcams connected to your computer, make sure you’ve selected the correct one.
  • Try using your camera in a different application to see whether it works.
  • Make sure no other applications on your computer are using your camera while you’ve got the eVigilation platform open.
  • In the white box on the right-hand side of the eVigilation page, make sure the camera icon isn’t crossed out. If it is, just click the camera icon.
  • Restart your computer.
  • Try using a different laptop (if you can).

If the platform still can’t access your camera, call the Service Desk.

I can’t share my screen

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:

  • Click the screen icon if it’s crossed out (it’ white box on the right-hand side on the eVigilation page).
  • At the bottom of the screen, click Stop sharing and then start resharing again.
  • Refresh the page.
  • Restart your computer.
  • Try using a different laptop (if you can).

If the platform still can’t access your screen, call the Service Desk.

There’s an issue with my eExam question

If you think there’s a potential issue with a question, you can flag it. For more information, see flagging potential errors.

Internet connection lost during eExam

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. If that doesn’t work, try connecting to your mobile hotspot.

If you still can’t connect to the internet, you’ll need to call the Service Desk as soon as you can so there’s a record of the problem. They’ll also provide you with technical support.

There’s an issue with my eExam question

If you think there’s a potential issue with a question, you can flag it. For more information, see flagging potential errors.

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 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, call the Service Desk 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.

More preparation tips

Check out preparing for your exams. You’ll find a variety of online sessions and lots of useful information, such as exam strategies, sample questions, and study tips.

Got a question? Monash Connect can help