Are you responsible for helping exam-takers during an exam? This guide will help you to assess the issues and offer guidance.
Important: If you need technical support during an exam, please contact ExamSoft Support by phone or by submitting the online support ticket.
This article is organized by these timeframes:
Before the Assessment
Issue | Error Type | Resolution |
Exam-taker cannot log in using Single Sign On and receives an error message that there's no record of their account. | Single Sign On |
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Exam-taker says nothing happens when they click to download Examplify. | Examplify – technical |
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Exam-taker experiences an error when attempting to download Examplify on a personal device (VM error, insufficient memory, etc.) | Examplify – technical | Advise the exam-taker to call ExamSoft support. Our support specialists can remotely connect to the device to check minimum system requirements and to help resolve the error. |
Exam-taker says that they can't see where to start the exam. | User error – exam-taker | Ask what the exam-taker is seeing on the screen. Possibly the exam-taker has logged into the web-based portal rather than launching Examplify. |
Exam-taker says that the exam password does not work. | User error – exam-taker |
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Exam-taker opens Examplify but does not see an exam available. | Assessment Building/ Posting |
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When attempting to begin an exam with ExamMonitor enabled, the exam-taker is met with a blue resume code screen. | Exam Integrity (if applicable) |
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During the Assessment
Issue | Error Type | Resolution |
Exam-taker does not see an image attachment referenced in the question stem. | User error – admin | The exam-maker might have forgotten to add the picture. Review the assessment to ensure that the image was added as either an in-line image or attachment. |
Exam-taker experiences a freeze during the assessment. | Examplify – technical | Advise the exam-taker to hard reboot the device (turn it off and on manually) and re-start Examplify.
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Exam-taker receives an orange screen with a message about a continuation code, challenge key, or resume code. | Examplify – technical |
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Exam-taker cannot enter secure immediate review. | User error – exam-taker |
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After the Assessment
Issue | Error Type | Resolution |
Exam-taker cannot upload assessment. | Examplify – technical |
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The ExamMonitor file does not upload. | Exam Integrity (if applicable) | The exam-taker should check the internet connection and review the Examplify dashboard for the completed upload confirmation. |
Exam-taker experiences issues on the device after an exam, such as the following: background screen becomes Examplify logo, desktop icons are hidden, internet does not reconnect. | Examplify – technical |
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