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FAQ KTH Digicertus Exam – Ongoing exam

Here are descriptions of common problems that can arise during examinations in computer rooms with KTH Digicertus Exam. Problems can occur with logging in or starting Safe Exam Browser (SEB), using Canvas or Möbius, or with hardware. The page is aimed at local teacher support who assist exam invigilators, for example at start-up.

July 2024

New instructions for students after completing the exam

From the re-exam period in August, a new version of the Safe Exam Browser (the system for lockdown) will come into effect, which means there will be new instructions for the students after completing the examination. At the end of the examination session, students should go to the bottom right corner and press the Exit button to quit the Safe Exam Browser. If done correctly, a black screen with a cursor will appear. After this, they can leave the computer room.

It is important that this is done correctly so that the computer has time to start a new lockdown session for the next exam.

It is not possible to change the settings in Canvas during an ongoing exam

While the exam is in progress, it is not possible to change the settings for the exam in Canvas. If the settings are changed after the examination has started, this change will not be effective for the students who have already started the examination. For the changes to take effect, the student must log out and log in again, and thus their previous responses will be lost.

We therefore recommend not making changes during an ongoing examination and instead encourage testing the settings in Canvas well in advance of the examination.

Question compilation

Last reviewed 3 March, 2025.

To get to the questions, scroll down the page or press on the question in one of the lists in this compilation.

Computers do not start with SEB

All computers should start automatically with SEB activated approximately 25 minutes before the start of the exam, but sometimes something may have gone wrong with the scheduling.

Solution

Contact IT-support if the computers don't go into SEB mode 15 minutes before the scheduled time. The IT support number is 08-790 66 00.

An on-site solution is to have students log in to the computers with their own accounts and then start the Safe Exam Browser (SEB) manually. The student does this by clicking on the start menu, searching for “Safe Exam Browser” and then starting the program. Notify the exam administration that the scheduling did not work.

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Student has forgotten their password

Students must log in to Canvas with their own account. If someone has forgotten their password, they need help getting a new one.

Solution

Students who have Mobile BankID can change their password remotely. Students that do not have Mobile BankID need to visit IT-support. See the page KTH Account  for more information.

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It is not possible to log in (Stale request)

If it has been a long time since the login page was loaded and no one has logged in yet, the student may receive an error message that it is a "stale request". The problem was more common when SEB started up directly on the login page, but now the start page has been changed to a page with a button that goes to the login page.

Solution

Restart the computer. Then SEB will be started and you should be able to log in.

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New Quiz component fails to load

Some part of the New Quiz does not load. For example a question, image or the calculator.

Solution

Reload the page with the reload button in SEB. If this does not solve the issue, contact IT support. The IT support number is 08-790 66 00.

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Möbius component fails to load

Some part of the Möbius Quiz does not load. Question content (such as equations, response fields) doesn’t load, buttons become inactive, and so on.

Solution

Reload the page with the reload button in SEB. If this does not solve the issue, try:

  • quitting and reopening SEB
  • restart the computer
  • changing to another computer.

If none of that solves the issue, contact IT support. The IT support number is 08-790 66 00.

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Text entries in Möbius are lost when temporarily navigating away from the quiz

This can occur for example when students are asked to show their Canvas login and their ID. When they come back to Möbius, what they have written is gone.

Solution

Möbius saves on-screen information (text entries) when a button is clicked in the tool. Students can make sure that their answers are saved by either clicking the "Next" or "Previous" button.

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Hardware issues

A computer, keyboard or monitor stopped working. 

Solution

If it is a simple issue, for example changing keyboards, fix it.

If the issue is more complex or takes more time to fix, move the student to a different computer. Then call IT support to report the problem. The IT support number is 08-790 66 00.

If all computers are malfunctioning and it cannot be resolved, you will need to schedule a new exam.

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