Software - ExamSoft and Examplify Troubleshooting
iPad
User Cannot Log Back in to Examplify on iPad
If a user has previously logged into Examplify on an iPad and then logged out, they might have trouble re-logging in. If they are attempting to log in via the screen below, Examplify will not accept their password.
The following procedure will allow the user to log back in.
- Select ‘Back’.
- Accept the Terms and Conditions.
- Choose Chippewa Valley Technical College as the Institution.
- Sign in with your CVTC credentials.
User Cannot Upload the Exam on iPad
There are two issues we’ve seen with uploading the exam: users forgetting to turn off Airplane Mode, and Examplify needing a few retries on upload. Complete the following steps to upload the exam:
- Ensure that the iPad is off of Airplane Mode and ensure that WiFi is enabled. It may take up to 30 seconds to reconnect to WiFi.
- Attempt to upload the exam if it doesn’t automatically upload.
- If the upload fails, retry several times. If the exam does not upload after several attempts, it is safe to return to the exam list. Verify that the iPad is connected to WiFi and attempt the upload again after a minute.
User Cannot Start Exam: Examplify Requiring Airplane Mode
Occasionally a user will be instructed by Examplify to turn on Airplane Mode to start the exam, even when the iPad is already in Airplane Mode. To fix this, turn off Airplane Mode, manually disable WiFi, then re-enable Airplane Mode. Examplify should now let the user into the exam.
User Cannot Download or Take the Exam
Occasionally a user will not see the exam listed in their exam list. This could happen if either the student was not assigned to the exam, or it’s possible that the student previously downloaded the exam and then deleted and re-installed the Examplify app, thus deleting their one allotted exam download.
- Ensure that the user is added as a student in the assessment settings in ExamSoft.
- Look at the Proctoring tab in ExamSoft to see if the student has previously downloaded the exam. If they have and they cannot access the exam on their device, have the course instructor or proctor provide an additional download of the exam.
User Cannot Log into Examplify: Log-in Error Message Produced
Some users attempt to log into Examplify and see a message which states “Sorry, we couldn’t connect to your school’s login page”. iPads on an iOS version prior to 13.0 will likely be unable to authenticate with Examplify. Follow the below steps to troubleshoot this issue.
- Clear cookies and cache from Safari (see instructions) and attempt to log in again.
- If presented with the same error, reset all iPad settings (see instructions) then attempt to log in again.
- If presented with the same error and the iPad is on iOS version 13.0 or later, check the student’s email address in the Outlook Address Book. If their address ends in @cvtc.edu instead of the usual @student.cvtc.edu, their email address will have to be adjusted manually in the ExamSoft portal. Contact the Nursing Program Director to have this adjusted.
Windows/Mac
User cannot log in to ExamSoft Portal
There are several things that can cause a failed login to the ExamSoft portal on the web:
- The user may be attempting to access ExamSoft via a bad link. Some links don’t properly aim the user at the SSO-able login. Have the user Google “Examsoft”, then follow the first result, select ‘Login’ at the top right, then select ‘Student/Exam Taker’. Select CVTC as the Institution, then follow the login prompt.
- If this does not work, the next step is to ensure that the user is using a preferred browser (Chrome or Firefox). If they are, have the user clear cache and cookies and re-attempt login.
- If this does not work, check to see if the student’s listed email address in the Outlook Address Book ends in @cvtc.edu. If it does, contact the Nursing Program Director to have them adjust the student’s email address manually in the ExamSoft portal.
User cannot log in to Examplify
If a user has successfully downloaded Examplify but is not able to authenticate into the program, complete the following troubleshooting steps:
- Ensure that the user’s default browser is set to either Chrome or Firefox. Examplify pings the default browser to authenticate via SSO and Safari, IE, and Edge are less reliable for producing a successful SSO ping.
- Have the user log into the ExamSoft portal. Once logged into the portal, attempt to re-log in to Examplify.
User Cannot Download or Take the Exam
A common issue on PC is that students attempt to access the exam from the ExamSoft portal. Students only need to access the portal to download Examplify. Once Examplify is downloaded, they use that program to access all Exams.
Occasionally a user will not see the exam listed in their exam list. This could happen if either the student was not assigned to the exam, or it’s possible that the student previously downloaded the exam and then deleted and re-installed the Examplify app, thus deleting their one allotted exam download.
- Ensure that the user is accessing Examplify to take the exam and not the ExamSoft portal.
- Ensure that the user is added as a student in the assessment settings in ExamSoft.
- Look at the Proctoring tab in ExamSoft to see if the student has previously downloaded the exam. If they have and they cannot access the exam on their device, have the course instructor or proctor provide an additional download of the exam.
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