Last Updated: April 17, 2020
By Dr. Suborna Ahmed, Lecturer, FRM
Here, I listed some issues I faced during the exam and the way I solved those issues:
| Issue | Possible Solution |
|---|---|
| Lots of pre-existing data on the browser prior to the exam start created some problems during the exam, and students couldn’t continue the exam. | I told them to clear their browser’s cache and reenter the exam if they were out of the exam within a few minutes. |
| Noticed a few students were not writing the exam | I monitored the exam the entire time on the “Moderate This Quiz” option. I contacted them if they were missing the exam (didn’t start the exam yet) and checked their activities on the canvas page or who were having trouble. “Moderate This Quiz” option:  Found who was missing the exam Here is a picture from a practice exam:  If a student was missing the exam, then I investigate their activities on the canvas page on the “People” tab.  Students couldn’t continue the exam: When I heard from a student that they couldn’t continue the exam and not sure what happened then I checked their exam activates on the “Moderate This Quiz” option:  The red cross indicated that the exam was halted, and I added additional time for that particular student when I saw that they were back to the exam page after getting IT’s help. |
| Due to poor internet connection students were disconnected from the exam. | I added two attempts to let the Proctorio IT help the student got back to the exam page where they left off. It would prevent re-taking the exam if there were only one attempt. Students have to contact via live chat option on the exam page or let me know. I chatted with Proctorio IT regarding the issue on the site: https://proctorio.com/support Students used the following options: 1) Live Chat – the best option  2) Email There is also an email support line (support@proctorio.com) but the live chat is a much faster response. 3) Email or call: Email lt.hub@ubc.ca or call 604-827-4775. |
| Due to minimizing the exam page and opening another page, the exam was terminated | Whenever I heard this type of issue, I told them to talk to me on Collaborate Ultra. I created an open session for students during the exam to let them speak to me. I didn’t judge them based on the suspicion level or any data from the proctorio/canvas data. I let them explain the situation to me and then took action. |