When things don't go as planned, use these common troubleshooting tips for help with the Control Interface. As always, do reach out to our Support team if further assistance is needed.

Reset a room

Resetting a room will cause one of two things to happen. If an exam has started, resetting the room logs the student out and resets the room back to empty. If a student isn’t logged in to an exam, the resetting a room function does nothing. 

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 clear the Course and Scenario that is associated with the room and reset the room for re-configuration.  To use this feature: 

1. Select the room you want to reset with 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 a student in from the Control interface. The benefit of this feature is that it keeps the exam moving along with no interruptions. When successfully remoting in, the selected room will turn a light blue color. This action will only be available 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 for the room advancement, the Advance Room feature is what the Administrative user will use. This action will only be available when a course or scenario has already been assigned to the selected room. Whenever a course and/or scenario have not been selected, this action will be grayed out and unavailable to be clicked.

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.

Once you click confirm, in the PHASE column, Encounter and then post-Encounter will appear and in the TIME column, a countdown will begin. Once these timers reach zero, the room has 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 asked to confirm the forced recording of a session.

The room will progress to recording regardless of where the participant is in the exam flow. Following this, Manually Start Recording is greyed out, but the administrative user can continue to progress the exam via the advance room selection.