Troubleshooting Guidance

The vast majority of students who take remote exams enjoy a smooth exam day. However some students face unexpected technical issues on exam day. The following guidance will support you prevent and overcome common technical issues and what to do next if these issues disrupt your exam experience.

Minimising the risk of technical issues

Students must have the necessary equipment, connectivity and room requirements to take a remote exam. Please ensure you meet the minimimum technical requirements and successfully pass the system test using the same location and device you'll use on exam day.

However even when meeting these requirements, sometimes unexpected issues such as connectivity disruption, may occur on exam day. 

How your invigilator can support you

It is unlikely your invigilator will be able to assist you with any equipment or connectivity related issues on exam day.  However, if you experience a technical issue you should still inform your invigilator. To instigate a chat with your invigilator you click on the speech bubble icon.  This will alert your invigilator you wish to contact them, who will then contact you when they are available. Please note this may not be immediately.

View our invigilator guidance document for information on what our invigilators may contact you for.

What happens if you experience technical issues

Unfortunately, should you face repeated or prolonged technical issues your invigilator may have to terminate the exam. You should therefore familiarise yourself with the troubleshooting guidance below which may assist you avoid some common issues.

Reducing risk of connectivity disruption

Technical disruptions in the exam are most commonly caused by internet connectivity issues. You need a strong and stable internet connection for the full duration of the exam. 

We recommend using a wired internet connection where possible as they provide more stable and reliable connectivity than Wi-fi connectivity.

Troubleshooting webcam issues

Webcam issues may occur as a result of:

  • connectivity being lost
  • the webcam being used by other applications running in the background
  • if your webcam settings have been disabled on your computer/laptop. 

Ensure all applications other than the exam software (OnVue and Finder) are closed before you start the check-in process and enable your webcam setting by following the instructions in our step-by-step guides below:

Step-by-step guide to fixing webcam issues on Windows device

Step-by-step guide to fixing webcam issues on Mac device

Troubleshooting 'mdnsresponder' alert

You should close all other applications running on your device before starting the check-in process. You can do so by accessing Task Manager (Ctrl-Alt-Del for PC users, or Command-Option-Esc for Mac users), selecting all non-exam software and ending these tasks.

If you are prompted to end a process called 'mdnsresponder' at the end of the check-in process, please follow our step-by-step guide on how to carry this out.

Access our step-by-step guide on ending the 'mdnsresponder' process

Avoiding myACCA login issues

You will launch your exam by accessing Exam Planner within your myACCA, with details of how to check-in provided on our 'On your exam day' webpage. If you are having difficulties accessing your myACCA account you can view our guide to accessing your account

Post exam guidance - your options

If you experience a technical disruption which impacts your ability to complete your exam you have three options to choose from depending on your circumstances.

Withdraw your exam

You can withdraw your exam and receive a credit for your exam fee.  This option is available for all exams.

Rebook your exam

You can re-book your exam during our contingency week. This option is  available for most exams - view the timetable for information on when these exams are scheduled.

Only students who experience technical issues are permitted to withdraw or rebook their exam.  Students who do not attempt to check-in for their exam or who do not experience technical issues during the exam will not be permitted to withdraw or rebook.

If you withdraw or rebook your exam, this attempt will not be marked and you will not receive a result for this attempt.

The quickest and easiest way to complete either of these steps is by visiting our Contact Us page and following the self-serve instructions. Watch our step-by-step video guidance for more support on withdrawing or rebooking your exam.

Mitigating circumstances

Alternatively, if you have experienced technical issues which you feel have negatively impacted your performance but you have been able to either:

  • complete your exam, or 
  • feel you have completed enough exam content to pass

you may wish to apply for mitigating circumstances. If you choose to do so, you will receive a result with the technical issues you experienced taken into consideration during the marking process. 

To make a mitigating circumstances request you do so through your myACCA account. All requests must be submitted by the relevant deadline