Article Last Updated October 2021

This article will assist students if they are having issues launching an exam monitoring session using Smart Exam Monitor (SEM). This tool is often used as a requirement to validate remote exam submissions by providing webcam and screen recordings of student completing online exams. For basic instructions for using SEM please view Using Smart Exam Monitor (For Students).

Please note: if you are currently attempting to write an exam and are experiencing difficulty, please contact your instructor immediately to advise them of the situation before trying any of the steps below as they may be able to provide assistance and/or provide a time extension on the exam for you.

Good first steps in trying to resolve any issues are:

1. Ensure that your Chrome is up to date:
   
   
   • Click the Chrome dropdown menu > About Chrome. Then click Update (or re-launch):
     
     
     
     
2. Clear your Chrome browser cache:
   
   
   • Click the Chrome dropdown menu > Clear Browsing Data. Then select 
     
     
     
     
3. Restart your Chrome browser, then your entire machine, and then try again.

Troubleshooting Specific SEM Issues 

• There is no 'Take Exam' button

When exam session descriptions are longer and a user has a small display size, the Take Exam button can sometimes be off-screen. Students can use the Chrome Zoom feature to shrink the text until it is visible:

• Screensharing fails to launch or throws an error

Students can follow these instructions to ensure that they have provided the correct system permissions for SEM to share and record their screen. Also note that you must click on the icon of your full screen for the Share button to become active. Sharing Other applications or specific Chrome tabs is not compatible with SEM.

• SEM shows a blank screen

Some 3rd party Chrome browser extensions block SEM from operating. Any (or all) Chrome extensions can be disabled by going to chrome://extensions/ and toggling the Enabled slider for each extension. Chrome and SEM can then be re-started.

• SEM permissions aren't correctly granted for audio and webcam

Students can follow these instructions to ensure that they have provided the correct system permissions for SEM to share and record their screen. It may also be necessary for students to fully clear their browser cache in Chrome and re-launch SEM to ensure the correct access is granted.

A quick step to review the audio and video permissions for a page is by clicking the lock icon at the left edge of the Chrome url bar:

• SEM Video feed is blank

If the video feed is blank, the permissions have been correctly granted, and the correct device is selected and the video still won't load, a full machine restart may also be required to solve this issue as the frequent use of other tools (eg. Zoom) that use the webcam can impact use by other applications. 

• SEM Audio check does not complete

If the audio check spins and never completes, users can do a hard refresh ctrl-F5 (PC) or cmd+shift+R (Mac) to clear the SEM page cache and re-launch. On Mac, a full machine restart may also be required to solve this issue as the frequent use of other tools (eg. Zoom) that use the microphone can impact use by other applications. Students should also verify that they have not inadvertently muted their microphone.

• The timer is already running prior to the start of an exam

This is normal function - the timer will count down to the designated start time at which point the exam will launch and/or students will be provided with any instructions required for beginning their exam.

• The monitoring session is going to end before my exam is complete

Students can extend their monitoring session by clicking Add time at the top right.

• General connectivity issues

Ensure that you have a stable internet connection. If you are out of region and require a VPN service, contact ist@ualberta.ca. If you are using a VPN service, you may try disabling it.