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Common problems and solutions during KTH Digicertus 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.

Updated 8 February 2023

KTH Digicertus Exam

From 1 December 2023, orders for KTH Digicertus Exam must be made through a form. Orders are primarily made by exam administrators. There are also fixed dates for when orders must be made before the re-exams in December and the exams in January. 

KTH Digicertus Exam: new way to place an order

Computers do not start with SEB

All computers should start automatically with SEB activated, but sometimes something may have gone wrong with the scheduling.


The easiest solution is to let the students log in to the computers with their own accounts and then start Safe Exam Browser (SEB) from the start menu. Notify the exam administration that the scheduling did not work.

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.


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.

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.


Restart the computer. Then SEB will be started and it should work to log in.

New Quiz component fails to load

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


Reload the page with the reload button in SEB. If this does not solve the issue, contact IT support.

Möbius component fails to load

Some part of the Möbius Quiz does not load. Question content (eg. equations, response fields) doesn’t load, buttons become inactive, etc.


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.

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.


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.

Hardware issues

A computer, keyboard or monitor might stop working. 


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 and then call IT support to report the problem.

Contact about examination in computer rooms

Do you have questions or wish to receive guidance about conducting examination in computer rooms?

E-mail: , mark your mail: Examination in a computer room

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Belongs to: KTH Intranet
Last changed: Nov 28, 2023