Online exam invigilation FAQs - issues during your exam


The FAQS below relate to dealing with issues arising during online exams taken with the online invigilation software (RPNow). If the answer to your question or issue isn't included below, please seek advice from your Topic Co-ordinator. 


What happens if I have a technical issue that interrupts my exam that I am able to resolve, but as a result I lose some of my exam time? 

If you experience technical issue, you should, if possible, initiate a live support chat within the secure browser and explain the issue to the support team. 

  1. Click the Contact Support button in the top right of screen. 
  2. Complete the summary of your issue and submit.  
  3. Wait for a support team member to respond in the live chat and follow their instructions.  

If you’re able to resolve the issue within a few minutes, then you should continue with the exam. If the technical issue takes longer to resolve, you may be eligible to seek a Deferred Assessment 

In order to do this, you must complete an Online Invigilation Issues Report clearly stating the time lost as a result of the technical issue and the attempts to resolve itThe transcript of the support chat will be emailed to you immediately following the exam. Upload the transcript to the Supporting Documentation section of the report form  
 
This report form and the chat transcript can be used as evidence in support of a Deferred Assessment application form which is then submitted to the college responsible for your topic. Please refer to General exam information for more details. 

Please note, as per 4.2b and 4.2c in the University’s Rules for Online Examinations with Online Invigilationyou are expected to have completed at least one practice exercise to familiarise yourself with the online invigilation software prior to the exam period. If you fail to complete one of these practice exercises, and the technical problems that arise during the exam could have been identified through doing the practice, you will not be granted additional time or a deferred assessment 

 

If I have a technical issue and while trying to fix it, I need to leave the room or contact someone for help, can I do this without breaching the exam conditions? What is my best course of action? 

If you experience a technical issue, you should initiate a live support chat within the secure browser and explain the issue to the support team. 

Stay within view of the webcam at all times, and follow the instructions given by the support team.  

Use of a mobile phone, leaving the room, or any attempt to contact any other person, unless at the direct instruction of a member of the live support team, will be considered a failure to abide by the exam rules.  

 

What happens if I have a technical, medicalor compassionate issue that prevents me from completing my exam? 

 If you experience a technical issue during the exam, you should, if possible, initiate a live support chat within the secure browser and explain the issue to the support team.  

  1. Click the Contact Support button in the top right of screen. 
  2. Complete the summary of your issue and submit 
  3. Wait for a support team member to respond in the live chat and follow their instructions.  

If the technical issue can’t be resolved via the live support chat, you may be advised to leave the exam. After you do so, the transcript of your support chat will be emailed to you.  

Next, you need to complete an Online Invigilation Issues Report and upload the chat transcript to the Supporting Documentation section of the report.  This report form and the transcript can be used as supporting evidence in the next step of the process.  

If you experience a medical or compassionate issue during the exam and are unable to continueyou should complete an Online Invigilation Issues Report.  This report can be used as evidence in support of a Deferred Assessment application form which is then submitted to the college responsible for your topic. Please refer to General exam information for more details. 

 

What do I do if I have an issue with something in the exam ‘paper’? 
(e.g. I don’t understand a question, or I think there is an error in the question) 

 All questions need to be completed to the best of your ability. If youre having difficulty with a particular question in the exam, it’s always recommended that you carefully re-read the question a few times. Then, you should consider making your best attempt at the question.  

If there is an error in the question that means you cannot complete it, please continue with the rest of your exam. After you finish your exam, you can use the Online Invigilation Issues Report  to notify your Topic Coordinator about the issue.  

 

Am I allowed to access the Online Exam Invigilation help materials during the exam to help me use the software correctly and/or troubleshoot? 

Yes, you’re allowed to access the online exam invigilation help materials  in the FLO Student Support topic during setup and throughout your exam. Your Topic Co-ordinator will make an allowance for this in the exam rules

To access these from within FLO before or during your exam, click the Help and Support link in the top of screen, then from the More FLO section, open the Online Exam Invigilation link.  




Last modified: Monday, 18 March 2019, 4:55 PM