Online Exam Troubleshooting Guide for Students – SOP iDesign

Before the Exam: Preparation

Preparation can help a quiz/exam go smoothly. Some ways to prepare early on are:

Read the Online Exam Instructions document, which outlines requirements, software, and procedures. It may be helpful to bookmark this page for future reference.
Familiarize yourself with the quiz/exam procedures and guidelines before your first quiz/exam of the semester. These documents and resources are in the Canvas courses; check the Course Home and Remote Exam Information modules.
Download any required software, including Respondus LockDown Browser and Zoom.
Make sure you’re using a Google Chrome browser, which works best.
Practice by using the Respondus Tech Check, located in the Remote Exam Information module.
Familiarize yourself with and bookmark the iDesign Student Help Ticket. You’ll need this ticket if any issues arise during your exam/quiz.
Regularly restart your computer so that Windows installs software updates. The day of the quiz/exam:
Make sure your laptop is fully charged (or charging) and you have the necessary equipment ready (webcam, mouse, keyboard, etc.).
Test your webcam and microphone before the exam.

During the Exam: Troubleshooting Tips

For Technical Issues, here are some easy things to try, in order of what you’d do first to last:

Refresh your browser page.
Close and re-open your browser.
Clear your browser’s cache, using the steps below. We recommend choosing “From the last 24 hours."
Restart your computer.
Try using another browser other than Chrome (like Microsoft Edge).
If your computer is frozen: Do a “hard reboot” by pressing down on the Power button until the computer powers off, then turn it back on again.

For Internet Issues, i.e. if the local internet/network is down:

Wait 5-10 minutes to see if the connection is restored. If it’s not, follow the steps below.
Take the exam at the campus library (for local students).
Take the exam at your local library (for remote students).
If none of the above work, submit a Student Help Ticket. iDesign will work with you to find a solution!

For Respondus Issues, try contacting the Respondus 24/7/365 technical chat support for further assistance. For CU System Issues, contact CU’s OIT (Office of Information Technology) for assistance. Examples of system issues:

Unable to log into the CU system with your university credentials.
Unable to access Global Protect VPN, Zoom, or other software outside of Canvas and Respondus.
Error messages that the campus network is down.

During the Exam: Where to Go for Support

If the above troubleshooting methods are unsuccessful, you are unable to receive support from Respondus, you are out of the exam for more than 10 minutes, or you are having issues starting the exam, submit a Student Help Ticket IMMEDIATELY! We are here to help!
- If you can’t access the help ticket above, you can also reach us via email at sop.idesign@sop-support.zendesk.com for support.
If in doubt, contact Respondus chat support.
If you have been removed from the exam, contact the SSPPS Instructional Design team. Failure to follow this process may result in diminished exam time.

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