Dealing with technical difficulties during an online exam

/ Schooling / By

The clock is ticking. You’ve studied for weeks, you’re logged in, and the first question is on your screen. Then, it happens. The video feed freezes. An error message pops up. The screen goes blank. Your heart drops into your stomach, and panic sets in.

Technical difficulties during an online exam are a modern-day student’s nightmare. They feel uniquely personal and profoundly unfair. But in our digitally-dependent world, they are also an inevitable risk. The key to success isn’t just knowing the material; it’s having a battle-tested plan for when—not if—technology fails.

This comprehensive guide will equip you with a proactive strategy and a calm, effective response plan to navigate any tech crisis and reclaim control of your exam experience.

Part 1: The Pre-Exam Fortification – Your Proactive Defense (The Week Before)

The best way to deal with a technical problem is to prevent it from happening in the first place. Think of this phase as building a fortress around your exam experience.

1. The Tech Triad Audit: Hardware, Software, and Connection
Do not wait until the hour of your exam to check your setup.

  • Hardware:
    • Computer: Is your device less than 5-7 years old? Does it have enough processing power and RAM to run the exam software and a proctoring service simultaneously? Close all unnecessary applications and browser tabs before launching the exam.
    • Webcam & Microphone: Test them! Use your computer’s native camera and sound recording apps to ensure they are working, clean, and positioned correctly.
    • Power: This is non-negotiable. Your laptop must be plugged into a power outlet for the entire duration of the exam. A dying battery is an entirely preventable disaster.
  • Software:
    • Required Platforms: Download and install the exam/ proctoring software (e.g., Respondus LockDown Browser, ProctorU, ExamSoft) at least 3 days in advance. Run any practice quizzes or system checks they offer.
    • Updates: Update your operating system and the exam software. But a word of caution: do not update them the morning of the exam, as a new update could introduce unforeseen bugs. Do it a few days prior.
    • Browser: If using a browser, use the recommended one (usually Chrome or Firefox). Clear your cache and cookies beforehand.
  • Internet Connection:
    • Wired Over Wireless: If at all possible, use a wired Ethernet connection. It is exponentially more stable and faster than Wi-Fi.
    • Wi-Fi Stress Test: If you must use Wi-Fi, ensure you are the only person using the network for bandwidth-heavy activities (streaming, gaming, large downloads). Ask housemates or family to limit their use during your exam window.
    • Know Your Backup: Identify a backup internet source. This could be a mobile phone hotspot (ensure you have enough data), a neighbor’s Wi-Fi you have permission to use, or a local library. Know how to activate it quickly.

2. The Environment and “Exam Mode” Setup

  • Your Space: Choose a quiet, private, well-lit room. Tell others in your household your exact exam time to avoid interruptions. Place a “DO NOT DISTURB – EXAM IN PROGRESS” sign on your door.
  • Pre-Exam Ritual: 60 minutes before the exam, do a final systems check. Log into the exam portal, ensure your camera and mic are active, and have all your allowed materials (calculator, note sheet, water bottle) ready.

3. Know the Protocol: The “What If” Research

  • Read the Syllabus & Exam Instructions: Where is the “Help” button in the exam software? What is the professor’s preferred method of contact during an exam (email, Zoom link, chat)?
  • Save Key Contacts: Have your professor’s email and the IT Help Desk phone number/chat link written down on a piece of paper next to you. If your computer crashes, you can’t access this information digitally.

Part 2: In the Trenches – Your Real-Time Response Plan (During the Exam)

Despite all preparation, problems can occur. Your reaction in the first 60 seconds is critical.

Step 1: DON’T PANIC. (Seriously.)
Your first instinct will be to panic. Fight it. Take a deep, slow breath. Panic clouds judgment and wastes precious time. Remember: This is a technical problem, not a reflection of your intelligence or preparation. Professors and institutions know these issues happen.

Step 2: Document Everything, Immediately.
The single most important thing you can do is create a verifiable record.

  • Take a Screenshot: The moment an error message appears or the screen freezes, take a screenshot (Cmd+Shift+4 on Mac, Windows Key + Shift + S on Windows). If the entire system is frozen, use your phone to take a picture of the screen.
  • Note the Exact Time: Write down the exact time the issue occurred. This is crucial evidence for your professor.

Step 3: Follow the Hierarchy of Troubleshooting (The 5-Minute Rule)
Don’t spend 30 minutes trying to fix a complex issue. Implement a rapid, timed response.

  • Tier 1: Simple Glitches (First 1-2 Minutes)
    • Frozen Screen/Question not loading: Try refreshing the page once. Be cautious, as some platforms may auto-submit if you refresh.
    • Laggy Proctoring: If the video is choppy but you can still answer questions, keep going. The proctor can often see your activity log. It’s better to complete the exam with minor lag than to stop entirely.
    • Solution: Quick, simple, one-step fixes.
  • Tier 2: Moderate Issues (Next 3-5 Minutes)
    • Lost Connection, Browser Crash: Close the browser/tab completely. Relaunch the exam software and try to log back in. Most modern platforms are designed to save your progress and allow you to resume.
    • Solution: A full restart of the application.
  • Tier 3: Major Failures (After 5 Minutes of No Progress)
    • Complete Computer Freeze, Repeated Crashes, Persistent Error Messages: This is where you stop troubleshooting and start communicating.
    • Solution: It’s time to escalate.

Step 4: Communicate and Escalate.
If Tier 3 issues occur, you must immediately switch from tech-mode to communication-mode.

  1. Contact Your Professor First: Send a brief, clear email from your phone. Example: “Professor Smith, this is [Your Name] in [Class Name]. My exam crashed at [Exact Time]. I have a screenshot of the error message. I am unable to re-enter the exam. Please advise.”
  2. Contact IT Help Desk: If your professor has provided a contact, call or chat with them simultaneously.
  3. Do Not Abandon the Exam Environment: Stay near your computer in case it miraculously recovers or the professor sends a direct link.

Part 3: Specific Scenario Survival Guides

Scenario 1: The Internet Cuts Out Completely.

  • Don’t: Frantically run around the house.
  • Do: Immediately activate your pre-planned backup (e.g., phone hotspot). Connect your computer and log back in. The entire process should take less than 2-3 minutes if you’ve practiced.

Scenario 2: Your Computer Crashes or Restarts.

  • Don’t: Despair.
  • Do: Let the computer reboot. This can take a few minutes. Stay calm. Once it’s back on, log into the exam platform. Most likely, you will be able to resume where you left off. Document the time of the crash.

Scenario 3: The Exam Software Crashes or Logs You Out.

  • Don’t: Keep trying the same failed login over and over.
  • Do: Restart your computer. This clears the RAM and often resolves software conflicts. Then, attempt to log in again.

Scenario 4: You Get Kicked Out with a “Time Expired” Message.

  • Don’t: Assume it’s over.
  • Do: Immediately contact your professor with your evidence (screenshots, timestamps). Explain that you were actively taking the exam and were involuntarily disconnected. The platform’s backend data will likely support your claim.

Part 4: The Aftermath – Advocating for Yourself (Post-Exam)

The crisis is over, but your work isn’t. Now you must professionally and effectively advocate for yourself.

  1. Send a Formal Follow-Up Email: Within a few hours of the exam ending, send a more detailed email to your professor.
    • Subject Line: Clear and concise. “Follow-Up: Technical Issue During [Exam Name] – [Your Name]”
    • Body: Be polite, factual, and non-accusatory.
      • State what happened and the exact time.
      • Attach your screenshot as proof.
      • Briefly describe the troubleshooting steps you took.
      • Mention that you had followed all pre-exam preparation protocols (stable connection, etc.).
      • Politely ask about the possibility of resuming or retaking the exam.
  2. Be Patient but Persistent: Professors may need to check with IT or the exam platform administrators. Allow 24-48 hours for a response before sending a polite follow-up.

Conclusion: You Are More Than a Glitch

Technical difficulties are stressful, but they are a test of your resilience and problem-solving skills, not just your subject knowledge. By adopting the mindset of a prepared professional—fortifying your setup, having a calm response plan, and knowing how to advocate for yourself—you transform a potential disaster into a manageable inconvenience.

Remember, the goal is not to have a perfectly smooth exam; the goal is to be the person who can handle a rough one with grace and competence. You’ve got this. Now, go forth, and conquer that exam.