Guidelines for Students

Having issues with…

(laptop/tablet/smartphone…)

Your device doesn't turn on.

To solve it, you can…

…during an exam:

  • Make sure your device is fully charged, plugged in and charging.

Your device froze up. OR Browser/app is not responding. OR Laptop is on, but screen is black.

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

Your device goes into Sleep mode.

To solve it, you can…

…in advance:

  • Disable “Power Saving Mode”
  • Switch from “Power Saving” to “Performance” Mode
  • Keep your device plugged in

You cannot start the web browser.

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.

Your device is installing updates.

To solve it, you can…

…in advance:

  • Check your device for updates and do the updates.

Your connection is broken.

To solve it, you can…

…during an exam:

Your connection is very slow.

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 does not work.

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

You cannot join the teacher's personal room.

To solve it, you can…

…in advance:

  • Make sure you know how to join an oral interview session (Tutorial)

…during an exam:

  • Make sure you have the correct meeting room link (Tutorial)

If the issue persists:

Please call IT support: +3524666446099

Your mic/camera is not working.

To solve it, you can…

…in advance:

…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

You cannot hear anything.

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

Video feed disappears sometimes.

To solve it, you can…

…during an exam:

  • Close all apps except Webex

You cannot share your screen.

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

You cannot log in.

To solve it, you can…

If the issue persists:

Please call IT support: +3524666446099

You got signed out.

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

You cannot access the course.

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: marc.elalami@uni.lu

FHSE: shahed.parnian@uni.lu

You cannot find the exam.

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: marc.elalami@uni.lu

FHSE: shahed.parnian@uni.lu

Is Moodle down or is it just me?

It’s just you!

(no issues reported)