Technical support on the day

Technical advice, resources and support to help you successfully complete your online exams.

Exam support

Need help during your exam?

Call:

  • Inside Australia: 13 6352 (select Option 1)
  • Outside Australia: +61 3 9035 5511 (select Option 1)

Troubleshooting help

If you are looking for specific help relating to an exam format, view the below troubleshooting resources.

Frequently asked questions

  • What should I do if I have technical issues submitting my exam?

    1. Make every attempt to complete your exam within your allocated time period. If the disruption is minor (brief interruptions for less than 10% of the exam time), you should continue with the exam and submit it by the exam end time – you won’t need to request technical consideration for minor technical issues. Every exam has a 30-minute submission window after the exam end time which you may use to submit your exam if you need to. This time is intended to account for minor technical issues you may experience.

    2. Collect evidence of the issues you experienced. Evidence could include:

    • screenshots of error messages
    • photos of failed devices
    • proof of contact to Stop 1, or
    • evidence of an outage from your Internet Service Provider.

    The University may seek to substantiate applications using its own LMS and/or Zoom technical logs and examination incident reports and records.

    3. If you have experienced a major technical disruption, check if you’re eligible to apply for technical consideration.

  • I can't log into my student account. What should I do?
    1. Try resetting your password at accounts.unimelb.edu.au.
    2. You may also try opening the page in a different browser or in a private/incognito window.
  • How do I check my enrolled subjects in the LMS?

    The subjects listed in the my.unimelb LMS portlet reflect your current subject enrolment but there may be more subject information available to you in the LMS. If you are experiencing subject display issues, please visit the LMS subject display issues FAQ.

  • Where can I access user guides for the LMS?

    User guides for Canvas, Gradescope, Cadmus, Turnitin and Zoom are available through our student user guides for LMS learning technologies.

  • How do I view Quizzes as a student?

    You can view quizzes in your course by accessing the Quizzes page. Learn how to view each type of quiz that may appear in your course here.

  • How do I use Gradescope to submit my assignment?

    Gradescope is an online assessment platform that allows you to upload paper-based assignments for digital grading and feedback. Find out more including how to submit your assignment using Gradescope.

  • How do I set up Zoom?

    You must update Zoom to 5.0 or above to continue using it after Saturday 30 May 2020. Zoom has released upgraded functionality, meaning older versions of the application won’t work after Saturday 30 May 2020. You will need to update Zoom on computers and devices to be able to still use Zoom after this date. View the detailed instructions on how to update Zoom.

    On exam day you will need to log in to Zoom using your University of Melbourne username and password. For instructions visit the LMS guide on how to log in to Zoom.

  • What do I do if my home internet stops working?

    There could be many reasons for internet issues, you may need to try a few different things to find where the connection problem is. It could be your computer, the router, or your Internet Service Provider (ISP). The following is a few tips to try to get your home internet connection issues addressed:

    1. Restart your computer. Give your computer a complete restart and recheck the network connection is set to the correct Network Name (SSID).
    2. Restart your router. If that doesn’t solve your computer’s connection issue and you’re noticing that Wifi has also dropped from other mobile devices, try restarting your home router by taking the following steps:
      1. Disconnect the power cord from the back of the router.
      2. Wait 30 seconds.
      3. Plug the power cord back into the router.
      4. Watch the lights blinking in succession. Once they’re all lit up or blinking, you’re ready to test the internet connection.
      5. Test your computer and other available mobile devices for Wifi availability.
    3. If these steps don’t work, contact your Internet Service Provider’s customer support line to ask whether there’s an internet outage in your area. While the internet issues are being investigated, you may wish to tether your mobile phone to your laptop.
    4. Tether your phone’s internet data to the laptop. Some help can be found here: wikihow.com/Tether-Cellphone-Internet-to-a-Laptop

    For additional technical support on exam day, call 13 MELB (13 6352 and select Option 1).