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.
Computers do not start with SEB
All computers should start automatically with SEB activated, but sometimes something may have gone wrong with the scheduling.
Solution
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.
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.
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 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.
Solution
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.
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.
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.
Hardware issues
A computer, keyboard or monitor might stop 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 and then call IT support to report the problem.