Troubleshooting and tips for eExams

You won't see a supervisor when you log into your eExam. Just follow the on-screen prompts to complete your check-in process and start your exam.

Once you’ve started your eExam, you may only see your supervisor if you use the Raise Hand button or web chat features. They may be attending to other students so continue with your exam, if you can, until they attend to you.

If you need to go to the bathroom, use the web chat feature to let your supervisor know you’re taking a bathroom break. You don’t need to wait for them to respond before you leave the room – just leave your phone on your desk. The exam session will continue recording while you’re out of the room.

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

Before your eExam, make sure you’ve set up your device correctly.

If you lose your internet connection during your eExam, don’t panic – exam responses save every 30 seconds.

First try to reconnect to the internet. If that doesn’t work, try connecting to your mobile hotspot.

Once your internet connection is restored:

1. close all your browser windows, then open a new Google Incognito window
2. click the eAssessment platform link and navigate to your unit’s eExam
3. click the blue Check in for exam or Start exam button
4. continue with your exam.

If you can’t restore your internet connection, or you’re unable to access your eExam, call exam support immediately so there's a record of the problem. The exam support staff will get you the help you need.

The Check in for exam 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 Check in for exam button.

The eVigilation platform should open in a new tab. If it’s still not working, call exam support.

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 exam support.

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 exam support.

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 exam support.

If you believe there is an issue with an eExam question, you can report it by selecting the Report question issue button on the relevant question.

If the Chief Examiner confirms a correction, a notification will appear on your exam screen with updated guidance for that question. In the meantime, you should continue on with your eExam.

You may have encountered a composite question type. It’s normally used for case studies, multi-part questions, or 'choose X of Y' questions. You’ll be able to highlight the case study or top-level information, but you won’t be able to highlight the sub-questions.