Remote exams: What to do in case of technical issues? – Guidelines for Students
Your Device
(laptop/tablet/smartphone…)
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: +3524666446099
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 (Tutorial)
- 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: +3524666446099
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: +3524666446099
To solve it, you can…
…during an exam:
- Close all apps except Webex
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: +3524666446099
Moodle
To solve it, you can…
- Reset your password at passwordreset.uni.lu
- Use Student ID only as a username.
If the issue persists:
Please call IT support: +3524666446099
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: +3524666446099
To solve it, you can…
…in advance:
- Request access/enrolment key from your study programme administrator (Tutorial).
If the issue persists:
Please contact Moodle support:
FSTM: alexandre.lagarmitte@uni.lu
FDEF: mathieu.flick@ext.uni.lu
FHSE: shahed.parnian@uni.lu
To solve it, you can…
…in advance:
- Look for it in a separate subcategory in the class you are taking the exam.
- Make sure you are registered for the exam (Tutorial).
If the issue persists:
Please contact Moodle support:
FSTM: alexandre.lagarmitte@uni.lu
FDEF: mathieu.flick@ext.uni.lu
FHSE: shahed.parnian@uni.lu
It’s just you!
(no issues reported)