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Troubleshooting Guide

Solutions to common problems and technical issues

Quick Fixes

Refresh the Page

Press F5 or Ctrl+R to reload the page. This fixes most temporary glitches.

Clear Cache

Press Ctrl+Shift+Delete and clear cached images and files.

Check Connection

Ensure you have a stable internet connection. Try opening another website.

Try Another Browser

Switch to Chrome, Firefox, or Edge if you're experiencing issues.

Login & Authentication Issues

Cannot Login / Invalid Credentials

Symptoms:

  • "Invalid credentials" error message
  • Login button doesn't work
  • Redirected back to login page

Solutions:

  1. Check your credentials: Ensure email and password are correct (passwords are case-sensitive)
  2. Use correct email format: Enter your full email address (e.g., student@school.edu)
  3. Reset your password: Click "Forgot Password" and follow the instructions
  4. Check account status: Your account may be inactive - contact administrator
  5. Clear browser cookies: Old session data may be causing conflicts

Prevention Tip:

Save your password in a secure password manager. Avoid typing it manually to prevent typos.

Session Expired / Logged Out Automatically

Symptoms:

  • "Session expired" message
  • Automatically logged out after inactivity
  • Redirected to login page unexpectedly

Solutions:

  1. Log in again: Sessions expire after 30 minutes of inactivity for security
  2. Stay active: Interact with the page regularly to keep session alive
  3. Check "Remember Me": This extends your session duration
  4. Don't use multiple tabs: Opening multiple tabs can cause session conflicts

Prevention Tip:

During exams, your session is protected and won't expire. For other activities, stay active or check "Remember Me" when logging in.

Exam-Related Issues

Cannot Start Exam / "Start Exam" Button Disabled

Symptoms:

  • "Start Exam" button is grayed out
  • "Not Available" or "No Questions" message
  • Exam doesn't appear in your list

Solutions:

  1. Check exam status: Exam must be "Live" to start
  2. Check time window: Exam may not have started yet or has ended
  3. Verify registration: You must be registered for the exam
  4. Check for questions: If button says "No Questions", contact administrator
  5. Refresh the page: Status may not have updated

Prevention Tip:

Check your exam schedule in advance. Arrive 5-10 minutes early to ensure you can start on time.

Exam Submitted Automatically / Tab Switch Limit

Symptoms:

  • Exam submitted without clicking submit button
  • "Too many tab switches" message
  • Lost exam progress unexpectedly

Solutions:

  1. Understand the rule: Switching tabs more than 3 times auto-submits the exam
  2. Stay focused: Don't switch to other tabs, windows, or applications
  3. Close other tabs: Before starting, close all unnecessary browser tabs
  4. Disable notifications: Turn off pop-ups that might cause accidental switches
  5. Contact administrator: If submitted unfairly, explain the situation

Prevention Tip:

Use a dedicated browser window for exams. Close all other applications and disable notifications before starting.

Timer Not Showing / Incorrect Time

Symptoms:

  • Timer is blank or shows 00:00
  • Timer counting incorrectly
  • Timer not updating

Solutions:

  1. Enable JavaScript: Timer requires JavaScript - check browser settings
  2. Refresh the page: Press F5 to reload the exam interface
  3. Check system time: Ensure your computer's clock is set correctly
  4. Clear cache: Old cached files may interfere with timer
  5. Try another browser: Switch to Chrome or Firefox

Prevention Tip:

Always use a modern, updated browser with JavaScript enabled. Test your browser before exam day.

Lost Internet Connection During Exam

Symptoms:

  • "No internet connection" message
  • Page won't load or submit answers
  • Stuck on loading screen

Solutions:

  1. Don't panic: Your answers are automatically saved
  2. Check connection: Verify WiFi or ethernet cable is connected
  3. Restart router: Unplug for 10 seconds, then plug back in
  4. Use mobile hotspot: If available, switch to phone's internet
  5. Refresh when reconnected: Page will resume where you left off
  6. Note: Timer keeps running: Reconnect as quickly as possible

Prevention Tip:

Use a wired ethernet connection if possible. Have a backup internet source (mobile hotspot) ready.

Display & Interface Issues

Page Layout Broken / Elements Overlapping

Symptoms:

  • Text overlapping or unreadable
  • Buttons not visible or clickable
  • Page looks distorted

Solutions:

  1. Clear browser cache: Press Ctrl+Shift+Delete and clear cache
  2. Hard refresh: Press Ctrl+F5 to force reload
  3. Reset zoom level: Press Ctrl+0 to reset to 100%
  4. Update browser: Ensure you're using the latest version
  5. Try another browser: Test in Chrome, Firefox, or Edge
Slow Loading / Page Takes Forever

Symptoms:

  • Pages load very slowly
  • Spinning loading icon for long time
  • Timeout errors

Solutions:

  1. Check internet speed: Run a speed test (speedtest.net)
  2. Close other tabs: Too many tabs consume memory
  3. Close other programs: Free up system resources
  4. Restart browser: Close and reopen your browser
  5. Restart computer: Fresh start can improve performance
  6. Check server status: Issue may be on server side

Browser-Specific Issues

Features Not Working in Internet Explorer

Solution:

  1. Switch browsers: Internet Explorer is outdated and not supported
  2. Use Microsoft Edge: The modern replacement for IE
  3. Or use Chrome/Firefox: Both are fully supported
Safari Issues on Mac/iPhone

Solutions:

  1. Update Safari: Ensure you have the latest version
  2. Enable JavaScript: Safari → Preferences → Security → Enable JavaScript
  3. Clear website data: Safari → Preferences → Privacy → Manage Website Data
  4. Disable content blockers: They may interfere with functionality

Still Having Issues?

If none of these solutions work, please contact technical support with details about your problem.

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