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Technical difficulties

A FAQ about what to do if there are technical difficulties during the exam.

Frequently asked questions and answers

If the students are having technical difficulties?

(Last reviewed September 30, 2021)

Should the technology fail, the examiner can deem the examination invalid. In cases where the examiner deems the exam or parts of it invalid, the students should quickly be offered a re-exam date within a reasonable time. The examiner can call students at random during the assessment and inquire about their answers as part of the examination. In case of smaller technical difficulties, it is more likely that the examiner would call the students and check their knowledge.

Even if there are technical difficulties, the students are advised to try to reconnect to Zoom and finish the question(s) if possible. It is then possible to pass the student, possibly with supplementary questions.

If the students are having technical difficulties, it may form the basis for a report of an attempt of misleading in combination with the deviation report from the invigilator or other circumstances that the examiner may notice during assessment.

Are students allowed to e-mail their answers in case of technical difficulties?

(Last reviewed September 30, 2021)

It is up to the examiner to decide if an e-mailed answer is valid.

What happens if the internet is down?

(Last reviewed September 30, 2021)

If the Internet is down, this should be treated as if the fire alarm has gone off during an exam. In that case, the school must offer a re-exam. If just one student is experiencing technical difficulties, it is advantageous if the exam has been divided into sub-parts so that only one part of the exam has to be re-taken, for example via an oral exam.

I have a quiz in Canvas but the students are having problems with pictures or that it crashes. What should I do?

(Last reviewed September 30, 2021)

Tell the students to reload the page in their web browser. If a picture doesn't load, reloading the page should solve it without kicking you out from the quiz. Try to change browser, Canvas should be used on the current or first previous major release of Chrome, Firefox, Edge, or Safari. You could also recommend to clear cache. Note that it's a good idea to take a screenshot so that no answers go unsaved. If you have a quiz with pictures you could inform your students in advance to use for example Firefox.

The students can’t access the course room for the ongoing exam via their dashboard in Canvas. What’s wrong?

(Last reviewed September 30, 2021)

You can only see selected courses on the dashboard. Ask the students to click on “courses” in the menu to the left and they will find the course room there. Note that a maximum of 20 courses can be visible on the dashboard.

What if there are problems with Canvas and the students are unable to upload their scanned documents to the examination assignment?

(Last reviewed September 30, 2021)

If the students are having trouble uploading their answers while the assignment is still open for submissions, ask the students to try again. If the submission time on the assignment runs out and a few students still have not succeeded to upload their assignment to Canvas, ask them to submit their answers to a Box folder (prepared by the examiner). To enable correcting all the students’ submissions with Speedgrader, the assignment can then be re-opened for the students that submitted their solutions and the students asked to upload them to the assignment. If necessary, the submissions in Canvas can then be compared to the submissions made in the Box folder.

The examiner prepares the Box folder by following the instructions:

  1. Go to and log in.
  2. Select new and click on folder.
  3. Name the folder and press Create.
  4. Click on the three dots to the right of the folder, "More Options" and select "File Request".
  5. Copy the link and share it with the students. By sharing the link, students do not need to have a Box account to be able to upload files.

If you need more instructions on how to create a Box folder, see Share a folder with Students .

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Last changed: Oct 05, 2021
Forms of examination and designs of examination
Submission and assessment for examination with computers
FAQ for examination in computer rooms
Examinations with Zoom
Examiner's responsibilities in an examination with Zoom
Support students in an examination with Zoom
Technical difficulties
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