What do I do if an exam freezes or a candidate needs a new device?

Most freezes occur as a result of a poor network connection rather than a problem with the exam itself. 

Work through the following:

1. Confirm exactly what is happening. What does frozen mean? Can the candidate see text? Is it that the next page will not load, or the current question will not load? One common 'freeze' is a question that asks the candidate to select more than one answer and they have only chosen one!
2. Ask the candidate to refresh the page. All previously submitted responses are saved.
3. If that does not help, move them to a different device, ideally somewhere with a stable connection.
4. Where possible, pause the assessment before switching, close the current device, and open the assessment on the new one.

We cannot add time to an exam already in progress, so if a substantial amount of time has been lost, we recommend restarting the current paper.