If the timed attempt is already running
Note the time, exact error and the stage or question number. Use the in-platform support chat if available, or the emergency contact in your exam instructions. Keep exam content out of screenshots sent through a general enquiry.
Before restarting anything
Check whether the interface shows a connection warning or a required action.
Tell support if the timer is still running, the Next button is inactive, or the question area is blank.
Follow the programme’s recovery instructions before closing the app, changing devices or starting another attempt.
If the interface reports a Content Protect block
Questions are hidden while a detected intrusion, such as screen sharing or remote access, continues. Read the message and follow the stated action and your organiser’s instructions. Questions become visible again when the detected intrusion stops.
If there is no clear message or you cannot resolve the issue, contact support. Do not assume that a blank question area is always Content Protect or that the exam timer has paused.
Recovery described in the help centre
The troubleshooting guide describes restoring the connection, reloading the page and signing back in when necessary. For a live exam, use those steps with the organiser’s or support team’s guidance. Availability of Resume, remaining time and another attempt depends on the assignment and your recorded session state.
If you cannot resume
Ask the organiser or authorised manager to inspect the attempt. Managers have documented controls for attempt and time management, but a participant cannot assume extra time or a retake will be granted. Report what you already tried so support can check the event log.
After recovery
Confirm that you reopened the intended assignment and check the time and saved answers shown by the interface. Report missing progress immediately; do not assume the timer paused or all unsent input was saved.