When things don't go as planned, use these common troubleshooting tips for assistance with the Control Interface. If you need further help, please don't hesitate to contact our Support team.

Reset a room

Resetting a room will result in one of two outcomes. If an exam has started, resetting the room will log the student out and return the room to an empty state. If no student is logged in to an exam, the reset function will have no effect.

To reset a room:

1. Select the room you want to reset.
2. Click the kebab menu (3 vertical dots).
3. Hover over and click Reset Room.
4. Click Confirm.

Clear configuration 

The Clear Configuration feature will remove the Course and Scenario associated with the room and reset it for reconfiguration.

1. Select the room you want to clear using the Clear Configuration option.
2. Click the kebab menu (3 vertical dots).
3. Hover over and click Clear Configuration.
4. Click Confirm.

Remote learner login 

If a student forgets their login credentials, the Remote Learner Login feature allows exam Proctors to log the student in from the Control interface. This feature helps keep the exam on track without interruptions. When successfully logged in remotely, the selected room will turn light blue. This action is available only when the room is configured for a session but before the exam state has passed participant login.

To use this feature:

1. Select the room you want to use with the Remote Learner Login option.
2. Click the kebab menu (3 vertical dots).
3. Click Remote Learner Login.
4. Search for the user.
5. Click Submit.

Advance room

If the Administrative user wants to advance the room to the next exam flow state and bypass any other user-required actions, they can use the Advance Room feature. This action is only available when a course or scenario has already been assigned to the selected room; if not, the option will be grayed out and unavailable.

To use this feature:

1. Select the room you want to use with the Advance Room option.
2. Click the kebab menu (3 vertical dots).
3. Click Advance Room.
4. Click Confirm.

After confirming, Encounter and post-Encounter will appear in the PHASE column, and a countdown will begin in the TIME column. Once these timers reach zero, the room will have advanced to the next exam flow state.

Phase: Encounter

Phase: post-Encounter

Manually start recording 

The Manually Start Recording feature is used to initiate an ad-hoc session. Once selected, you will be prompted to confirm the forced recording of the session.

The room will begin recording regardless of the participant's position in the exam flow. After this, the Manually Start Recording option will be grayed out, but the Administrative user can still progress the exam using the Advance Room selection.