Digital assessments

Record an online exam technical problem accurately

A technical problem during an exam can make it difficult to think clearly about what happened. Knowing the university's reporting process in advance helps you record the facts and seek the right help. The important distinction is between observing a failure, reporting it and the university deciding what action its regulations allow.

UCL's published remote-exam guidance describes an evidence-based assessment-query process, while its broader student assessment guide directs students to assessment information and support. These are examples of institutional procedures. Use your own university's current rules and deadlines; this guide does not promise extra time, an accepted late file or a particular appeal result.

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Find the reporting rule before the exam

Read the technical-incident section of the assessment instructions and record the official contact or form. Check when it must be used and what evidence is requested. Keep that information in an accessible form permitted by the exam rules. A general IT ticket may be separate from the assessment report the university requires.

If the instructions are unclear, ask the exam team before the assessment. Describe the missing detail, such as whether a failed upload needs a specific form or where to report a platform outage. Do not rely on a previous student's experience as a binding rule for your course, platform or academic year.

Describe the observed problem

When an issue occurs, note the time and the action you were attempting. Record the exact error or visible status if the rules permit. Distinguish an application closing, the connection dropping and the portal rejecting a file. Avoid replacing those observations with an unsupported diagnosis such as a confirmed server failure.

Keep the record limited to relevant information. Do not capture or distribute restricted exam questions unless the university's process specifically requires and permits it. Protect personal account details and credentials in any evidence. Use the authorised reporting channel rather than posting screenshots of the exam into a student group chat.

Follow the allowed troubleshooting steps

Use the actions described in the assessment guidance or supplied by authorised support. If you are told to reconnect, reload or use another approved route, record the instruction and what happened. Avoid experimenting with unauthorised browsers, devices or assistance that could create a separate assessment-rule issue.

Do not assume that leaving the exam, restarting the computer or repeatedly resubmitting is harmless. The appropriate action depends on the platform and rules. If the situation is unclear, seek the permitted help promptly and describe the current state. Keep the working file safe where the exam instructions allow it.

Separate attempt from confirmation

If a submission was involved, note whether you selected a file, began an upload, reached a confirmation screen or received a receipt. These are different states. Retain the exact file and any permitted evidence of the process. Do not report a successful submission solely because you remember pressing the upload button.

If the official team provides an alternative route, follow it precisely and retain the reference or instruction. Sending a file through an unapproved channel does not automatically establish acceptance. Keep the technical record factual so the team can assess what occurred against the rules that apply to the exam.

Complete the formal follow-up

Submit the required incident report within the institution's stated process, including the requested evidence and a clear sequence of events. Explain uncertainty where it remains. If you later obtain a receipt or further information, update the case through the same authorised route rather than creating conflicting accounts of the incident.

Retain the case reference and follow the university's response. If further advice is needed, use the relevant student support or advice service. A replacement device may be appropriate after a diagnosed hardware failure, but it cannot decide the academic outcome of an incident. The immediate useful work is accurate evidence, timely reporting and adherence to the official process.

Your next steps

Find the official incident route in advance.
Record time, action and exact observed status.
Follow only permitted troubleshooting instructions.
Keep attempts distinct from confirmed submission.

Sources and further help

Sources were consulted on 5 September 2026. Provider terms and services can change; check your exact booking, product or university service.

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