Technical support on the day
Technical advice, resources and support to help you successfully complete your online exams.
Support during exams
Exam support is available by calling Stop 1 during opening hours.
Phone Stop 1
Within Australia: 13 MELB (13 6352)
Outside Australia: +61 3 9035 5511
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 with time stamps.
- Photos of failed devices.
- Proof of contact to Stop 1 (Stop 1 can email you an outline of your call as proof).
- Proof of contact to Student IT (Student IT can provide you with chat transcripts or your ServiceNow ticket number as proof) or any other support service.
- 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 special consideration (technical).
What do I do if my home internet stops working?
There could be many reasons for internet issues. This means 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). Below are some tips to help you get your home internet connection issues addressed:
- Restart your computer. Give your computer a complete restart and recheck that the network connection is set to the correct Network Name (SSID).
- Restart your router. If that doesn’t solve your computer’s connection issue and you’re noticing that Wi-Fi has also dropped from other mobile devices, try restarting your home router by taking the following steps:
- Disconnect the power cord from the back of the router.
- Wait 30 seconds.
- Plug the power cord back into the router.
- Watch the lights blinking in succession. Once they’re all lit up or blinking, you’re ready to test the internet connection.
- Test your computer and other available mobile devices for Wi-Fi availability.
- 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. Make sure to obtain documentation of you contacting your Internet Service Provider's customer support line (e.g. call logs, chat logs, an email from your Internet Service Provider that outlines the outage) if you wish to apply for technical consideration.
- Tether your phone’s internet data to your laptop. Some help on how to do this can be found here.
For additional technical support on exam day, call Stop 1:
- Inside Australia: 13 6352 (select Option 1 for current students then select Option 1 again for exam enquiries)
- Outside Australia: +61 3 9035 5511 (select Option 1 for current students and then select Option 1 again for exam enquiries)
I can't log in to my student account. What should I do?
- Try resetting your password at accounts.unimelb.edu.au.
- Clear your cache and cookies in your browser.
- Open the page in a different browser or in a private/incognito window. The recommended browser for the LMS is Google Chrome.
- Ensure you are using a compatible internet browser. For optimal performance, use the latest version of Google Chrome or Mozilla Firefox. University systems also operate on the most recent versions of Safari and Microsoft Edge. The recommended browser for the LMS is Google Chrome.
How do I set up Zoom?
You must update your Zoom to the latest version to complete your exams. 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.
Where do I find my Zoom link for my exam?
Log into the LMS. Ensure that your personal calendar is visible in the LMS. If it isn't visible, in the Calendar view, click the box next to your name to toggle this view. The link to the Zoom exam room is registered against this calendar, rather than your subject's.
Below is a screenshot of how the Zoom supervised exam will look in the LMS calendar.
You will click the link provided in your LMS calendar to join the Zoom meeting. Below is a screenshot to show where the Zoom meeting link is.
Your Zoom exam room link will also be available in your personal exam timetable in my.unimelb.
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 LMS, Gradescope, Cadmus, Turnitin and Zoom are available through our student user guides for LMS learning technologies.
How do I view LMS quizzes as a student?
You can view quizzes in your LMS subject by accessing the Quizzes page or the Assignment page.
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.
Support for Exams Scheduled Outside University Hours
To accommodate some time zones, exams may be scheduled outside the University’s hours (7.30pm - 9.00am AEDT). In this case, you can access support for your exam after hours by:
- Checking the Announcement page in the LMS before your exam starts. Any exam corrections or clarifications made during the main exam session, will be posted as an announcement in your subject's LMS site by your Subject Coordinator.
- If something goes wrong once you've started your exam and you require technical support, contact us via Canvas Chat or phone: +61 3 8652 1805.
Contact Student IT for Account, VPN and Hardware Issues
Student IT can help you if you’re experiencing issues with:
- University of Melbourne Single Sign-on
- Accessing the VPN
- Multi-factor Authentication
- Problems relating to hardware, such as your computer or laptop, contact Student IT
Please note that Student IT is unable to assist with exam-related enquiries including queries about Gradescope, Cadmus, and Canvas LMS.
Remember, you'll need to use your mobile device to complete multifactor authentication as part of logging into your online exams. If you can, it's best to avoid getting a new smartphone or installing updates before your exams. If you encounter an issue with Okta Verify, try these troubleshooting tips.
Need help with your exams?
Submit an online enquiry to Stop 1 and we'll get back to you within 10 business days.