Examity - Troubleshooting and Getting Support (Student)

This document outlines where students can get support when using Examity, as well as provides tips for troubleshooting.

    Contacting Examity Technical Support

    Examity provides support for any student taking an exam using their tool. To get support, you can reach out through Examity's support portal or contact Examity through your preferred channel:
    • Phone Support: 855-Examity (select Option 1)

    • Email Support: support@examity.com
    • Chat Support: Chat support is available within Examity by clicking on the Chat with an Expert button at the bottom right of the page. Chat with an expert button

    Requirements to use Examity

    To use Examity, the following are required:
    • Desktop computer or laptop (mobile devices such as phone or tablets will not work with Examity)
    • Working built-in or external webcam and microphone
    • Google Chrome browser, with pop-up blocker disabled. Be sure you are not in private, incognito, or full-screen mode.
    • An internet connection speed (upload and download) of at least 2Mbps. You can check your internet speed by running the Computer System Requirements at bit.ly/ExamityCheck.
    • Photo ID, such as a WiscCard or driver's license
    If you lack the technology required to use Examity, please reach out and have a conversation with your instructor. They will be able to work with you to discuss the best option for completing your exam. 

    If you identify any accessibility or usability barriers while using Examity, you can report these to the DoIT Help Desk. If you discover you have further need for educational support in navigating course content, please reach out to your professor or the McBurney Disability Resource Center.  Please see Examity - Student experience accessibility & usability for more information about potential accessibility and usability barriers.

    Troubleshooting and Frequently Asked Questions

    The information below may help you troubleshoot some of the more common questions encountered when using Examity. 

    Would you like to see a proctoring session in action? Check out Examity's demonstration video: bit.ly/ExamityAutoDemo.

    Browser Reminders
    • Google Chrome is the acceptable browser for Examity’s Automated Proctoring solution.
    • Pop-up blocker must be disabled.
    • Be sure you are not in private, incognito, or full-screen mode.
    • Examity must open in a new tab after clicking the link Canvas. If it does not, right-click on the link and select Open in a new tab.
    • You must stay within the Examity window throughout your exam.
    Internet Speed
    You’ll need at least 2 Mbps of upload and download speed to complete your exam on Examity. Remember, you can check your internet speed by running the Computer System Requirements at bit.ly/ExamityCheck. Always run this check right before you start your exam.

    Authentication
    • Q: During authentication, I navigated away from the Examity screen and now I’m stuck.
    • A: Close out of everything and attempt to reschedule your exam session. If you are unable to reschedule, please reach out to Examity support (see contact information at the top of this document).
    Passwords
    • Q: My password box disappeared.
    • A: Click the Examity extension, located at the top of your browser, then click Insert Password.
    • Q: I clicked on Get Password too early and now the button says “End Session.”
    • A: In the bottom right corner, it should say “Click here to re-enter your password.” Click this on the password entry screen and it will populate.
    • Q: My password is not working.
    • A: Enter text into the box and delete it before clicking Insert Password. OR, Once the password has pasted in, add a space then delete the space.
    Screenshare
    • Q: I can't get the Share button to be active. 
    • A: In Chrome, you must click the image of your screen first to enable the Share button (see image).
    Screenshare in Chrome
    • Q: My Begin Exam button isn’t enabled.
    • A: You must grant access to your webcam and microphone and share your screen for the Begin Exam button to be enabled.
      • Make sure your screen is not being shared by another application.
      • For Mac users, you may need to “allow” your browser to record your screen through your Mac “Security and Privacy” setting. To enable this setting, go to your Mac’s System Preferences, then select Security & Privacy, then Screen Recording, and select the checkbox next to your browser (Google Chrome). Once this has been enabled, quit and restart your browser to ensure the settings are now properly installed.
      • Check that the extension is still installed by looking for the small orange lock icon at the top right of your browser (see image below.) If you do not see the icon, you will need to install it manually: bit.ly/ExamityChrome.
    Lock icon
    • Q: I don't know how to share my screen. 
    • A: If you're using a Windows computer, wait for the box to pop up (it can take a few seconds), click on the image of your screen, then click Share. If you're using a Mac, you will need to “allow” Google Chrome to record your screen through your Mac “Security and Privacy” setting. To enable this setting, go to your Mac’s System Preferences, then select Security & Privacy, then Screen Recording, and select the checkbox next to your browser (Google Chrome). Once this has been enabled, quit and restart your browser to ensure the settings are now properly installed.
    • Q: I can’t use other applications because my Examity screen is constantly appearing on top of all other applications.
    • A: If you're using a Windows computer, open Task Manager using Ctrl-Alt-Delete. Select the application you would like to use. If you're using a Mac, do one of the following: 
      • Option 1: Press the Control + Down Arrow keys to view all open windows and select your desired application
      • Option 2: Right-click on the running browser icon on the dock (menu bar at the bottom of your screen), and select the Tab with running Exam. Then switch over to the desired running application.




    Keywords:examity, proctoring, online proctoring, remote proctoring, academic integrity, student, support, troubleshoot, trouble, troubleshooting, FAQ   Doc ID:99896
    Owner:Learn@UW Madison .Group:Learn@UW-Madison
    Created:2020-04-01 14:41 CDTUpdated:2020-04-23 17:04 CDT
    Sites:DoIT Help Desk, Learn@UW-Madison
    Feedback:  0   0