Questionmark - Student

Questionmark Troubleshooting

Most Questionmark assessments and exams run smoothly, however if you do encounter an unexpected problem, please follow the guidance below which should help you to resolve your issue promptly.

Prior to the assessment

Unsure where to access the Questionmark assessment / exam

• For Questionmark coursework assessments that are not invigilated (e.g. a CMA, quiz, class test), these can usually be found in the Assessment area within your teaching module on My Dundee.
• Invigilated online Questionmark coursework and exams will take place in IT Suites on campus. Guidance will be provided by your module teaching team on how to access the assessment. We have a guide that will step you through the process of taking an invigilated Questionmark assessment.
• If you are still struggling to find where to access your Questionmark assessment, please contact your module leader.

Starting the assessment

Assessment is not listed in "My Assessments" in Questionmark

• Check the timetable to ensure you have got the date and time of your assessment correct. If you are unsure, try contacting your School Office or module leader to confirm.

• If you have confirmed the date and time of your assessment is correct, please complete the Questionmark troubleshooting form with all required information. This will be submitted to the Assessment team who will will get back to you as soon as possible during normal working hours (Mon – Fri, 9am – 5pm).

Questionmark assessment opened but immediately "disappeared"

• Make sure to check all of your open windows and tabs! If you can’t locate the open Questionmark window/tab, try re-opening the assessment – you may be presented with a Resume button rather than a Start button.

Presented with blank screen after clicking Start

• If you have been presented with a blank screen after clicking Start, please use a different supported browser and try accessing the assessment again before completing the Questionmark troubleshooting form for support. You should also avoid using a mobile phone to access your assessments.
• Check what browser you’re using (and if it’s the latest version).
• Supported browsers for taking Questionmark assessments

Extra time entitlement not displaying

• Your time remaining will be displayed at the top right of the screen throughout your assessment. After clicking Start, please check to make sure your time limit is as expected.
  • Example: for a 2 hour exam, the clock will be 02:00:00 (and will start counting down as soon as you press Start). If you have a disability recommendation for 15 minutes extra time per hour, your clock will be 02:30:00 (and will start counting down as soon as you press Start).
• If you have a disability recommendation for extra time and think this hasn’t been added to your time limit, please complete the Questionmark troubleshooting form immediately with all required information. This will be submitted to the Assessment team who will get back to you as soon as possible during normal working hours (Mon – Fri, 9am – 5pm).

During the assessment

Can't see how to move to the next question

To ensure you can see all of the navigation buttons within an assessment, maximise your window. To move between questions you can use the Next and Previous buttons.

The assessment navigator allows you to select a question in an assessment without having to navigate through questions one at a time. Clicking on the assessment navigator button will bring up the assessment navigator dialog, where you can scroll through the questions available in an assessment represented as numbers.

Questionmark: Navigation Options

Pop-up error during the assessment indicating the save wasn't able to be completed

Your answers are automatically saved every minute during a Questionmark assessment, however if your device temporarily loses connection to the Internet whilst this autosave is in progress, you may be presented with a pop-up informing you the save wasn’t able to be completed. Click OK to the message and continue with your assessment.

Please try to ensure you have a stable internet connection for completing your Questionmark assessment.

Pressed Submit before completing the assessment

If you have accidentally pressed the Submit button, please complete the Questionmark troubleshooting form immediately with all required information. This will be submitted to the Assessment team who will get back to you as soon as possible during normal working hours (Mon – Fri, 9am – 5pm).

• Only when you have completely finished answering the questions click on the Submit button to finish the assessment.
• Do not click the Submit button until you have completed your assessment.
• If you run out of time, your answers will be submitted automatically.
• Once you have submitted your assessment, you cannot re-enter it to review/resume or change your answers

Accidentally closed the Questionmark window or tab during the assessment

Your answers are automatically saved every minute during the assessment, so re-enter it as quickly as possible by clicking on the Resume button (in the Actions column).

Lost internet (wifi) connection during the assessment

Your answers are automatically saved every minute during the assessment, however if your device temporarily loses connection to the Internet whilst this autosave is in progress, you may be presented with a pop-up informing you the save wasn’t able to be completed. Click OK to the message and continue with your assessment.

Please try to ensure you have a stable internet connection for completing your Questionmark assessment.

Device crashed or restarted during the assessment

Your answers are automatically saved every minute during the assessment, so re-enter it as quickly as possible by clicking on the Resume button (in the Actions column).

Are there any accessibility options available

In certain assessments, it’s possible to change the size of the text. Click the button highlighted below (found at the top right during your assessment) to increase the font size. Please note there are three font sizes.

Questionmark: Increase Font Size

To enable high contrast mode in an assessment, click on the button highlighted below (found at the top right during your assessment).

Questionmark: High Contrast

Contact information

Before contacting the Assessment team, you should follow any relevant suggestions above and complete the Questionmark troubleshooting form.

In the unlikely event that you don’t receive a response to your form submission (during normal working hours Mon – Fri, 9am – 5pm), you should contact the Assessment team directly. Please ensure that you send the e-mail from your University of Dundee account and Cc your module leader. To help the team resolve your query as quickly as possible, please ensure you include the following information:

• The module code/name
• The device and operating system you are using
• The browser you are using
• What you were trying to do and what went wrong
• Any error codes or similar
• A screenshot of the problem

The Assessment team will get back to you as soon as possible during normal working hours (Mon – Fri, 9am – 5pm).

Questionmark Troubleshooting Form