Procedure for students when encountering internet connectivity issues during an exam

Posted on: 5 May, 2020 - 10:29

  1. Upon encountering a connection issue during an exam contact the IT ServiceDesk WhatsApp https://wa.me/97165154900 or WhatsApp number: +971 6515 4900 using your cellphone or call +971 6515 2121 
  2. In the WhatsApp communication state the following information:
  • Student name
  • Student ID
  • Name of the course instructor
  • Course code/number (e.g. WRI102) and section number (or CRN)
  • Exam Title (Name of the test in iLearn)
  • Date/Time of the incident
  • The browser being used (Lockdown browser, or other browsers)
  • A short description of the problem you are facing including any specific steps that produced the error or the issue
  • Screenshot or photo of the error (if applicable)
  1. The IT service desk will attempt to resolve the situation. Please note that in the case that the connection problem is due to local internet issues the IT service desk may not be able to provide a solution that leads to reconnection.
  2. If the connection issue is resolved, and there is time remaining in the exam then continue with the exam giving that the exam settings permit a student to regain access to the test
  3. After the exam, when you are able to get access to the internet, email your instructor informing them of the disconnection issue.
  4. Within 24 hours of the exam, IT will send a report to the course instructor. The course instructor will be aware that IT will be sending a report in cases of disconnection.
  5. IT will not be able to provide any advice on academic-related issues resulting from the disconnection. Your course instructor will decide the appropriate course of action with regards to a fair assessment of the exam material.   

Common Respondus LockDown Browser Related Issues

For the following issues, students or IT staff need to contact the faculty to fix the issue from their end:

  • If an error message appears on Lockdown Browser stating that “There is a problem with the LockDown settings of this exam. The instructor needs to use the LockDown Browser “Dashboard” to enable the settings for this exam”.
  • If an error appears asking the student for a password and the exam does not need a password.
  • If the student does not see the exam during the scheduled exam time on iLearn.
  • Refer to this website to learn more about troubleshooting LockDown Browser (https://itfaq.aus.edu/faq/458)

Important

  • Make sure to verify that your computer/device is working properly and you are logged into iLearn at least 15 minutes before every test.
  • Make sure to connect your laptop to a wired network

Contact Details:

Category: 
iLearn
Students