Remote exams: What to do in case of technical issues? – Guidelines for Teachers
Your Device
(laptop/tablet/smartphone…)
To solve it, you can…
…in advance:
- Use Cisco AnyConnect for all connectivity on Windows (Tutorial).
- Reconfigure the network drive (Tutorial).
…during an exam:
- Restart the laptop
- Reset your WiFi router
- Disconnect/reconnect Cisco AnyConnect
- Reinstall Cisco AnyConnect at vpn.uni.lu (Tutorial).
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…during an exam:
- Make sure your device is fully charged, plugged in and charging.
To solve it, you can…
…during an exam:
- Windows: press CRTL-ALT-DEL, open Task Manager, click “End Task” for an app
- MacOS: press ⌘-Option-Esc, force quit an app
- Mobile devices: Hold “Power” until device restarts
To solve it, you can…
…in advance:
- Disable “Power Saving Mode”
- Switch from “Power Saving” to “Performance” Mode
- Keep your device plugged in
To solve it, you can…
…in advance:
- Check your browser for updates.
- Install a second browser (e.g. Google Chrome)
…during an exam:
- Use another browser (e.g. Google Chrome)
- Clear broswer cache (via browser settings)
- macOS: avoid using Safari
- Windows: avoid using Internet Explorer/Edge.
To solve it, you can…
…in advance:
- Check your device for updates and do the updates.
Your Internet Connection
To solve it, you can…
…during an exam:
- Restart your Wi-Fi router
- Use your smartphone’s “Mobile Hotspot” feature
To solve it, you can…
…during an exam:
- Move closer to the router
- Restart the router
- Restart the device
- Use a cable to connect to the internet
Webex
To solve it, you can…
- Check Webex status information at status.webex.com
- Check your internet connection
- Restart your device
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…in advance:
- Create a ticket to activate your Webex Personal Room.
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…in advance:
- Make sure you know how to create a Webex meeting (Tutorial).
- Make sure you know how to organise an oral interview session (Tutorial).
…during an exam:
- Make sure the link you provided to the students is correct.
- Use the web interface to configure personal room settings (unilu.webex.com).
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…in advance:
- Test your microphone and webcam.
- Reinstall audio/webcam drivers (Tutorial).
…during an exam:
- Make sure you are not muted.
- Go to Security/Privacy settings of your device and allow Webex access to micro/camera
- Select another camera/micro during the Webex meeting (Tutorial).
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…in advance:
- Test your audio via Webex Meeting app (Tutorial).
…during an exam:
- Try using headphones
- Go to Webex in-meeting settings and choose different audio output (Tutorial).
- Make sure other attende’s mic is working.
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…during an exam:
- Close all apps except Webex
If the issue persists:
Please call IT support: +352 46 66 44 9911
To solve it, you can…
…in advance:
- Try using a different device for a test.
…during an exam:
- Check Webex permissions in your device’s privacy settings.
If the issue persists:
Please call IT support: +352 46 66 44 9911
Moodle
To solve it, you can…
- Reset your password at passwordreset.uni.lu
- Use Firstname.Lastname only as a username.
If the issue persists:
Please call IT support: +352 46 66 44 9911 if:
- you see an errot message when using Password Reset tool
- you are a vacataire.
To solve it, you can…
…during an exam:
- Refresh the page
- Log in again
- Go back to assignment page.
If the issue persists:
Please call IT support: +352 46 66 44 9911
It’s just you!
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