Overview
The Remote Control feature allows proctors to directly assist students who are experiencing exam password (inject password) issues without redirecting them to support. This feature gives you temporary control of the student’s exam screen so you can securely enter the password and get them into their exam quickly and efficiently.
In this article, you will learn:
Initial Troubleshooting Steps
How to use the Remote Control Feature
Best Practice Tips & Reminders
Initial Troubleshooting Steps
Before launching Remote Control, confirm the following:
The student has clicked Go to Exam.
Ensure they did not attempt to open the exam in a separate tab or window.
If they did, instruct them to return to the onboarding window and click Go to Exam.
Have the student try the Unique Password first.
Direct the student to use the Unique Password button on their toolbar and attempt to enter that into the password field.
If the password is still not working, proceed with the Remote Control feature.
How to Use the Remote Control Feature
Within Focus Mode, click on the gear icon and select Remote Control.
A box will appear with additional information about the Remote Control feature. After reviewing, click Start Remote Control.
From here, the student will receive a request to grant you permission the take control of their screen. Once they approve, a separate window will open displaying the student's exam screen that you can now control.
Within the Remote Control window you will see the following:
a. The unique password
b. the actual exam password (Reminder: never share the exam password with the student)
c. The reconnection button, should the screen freeze at any time.
d. The live view of the student's screen that you have remote access to.
Within the Remote Control window either copy/paste or manually type in the exam password into the field. Click Submit.
Once you ensure that the student is able to begin their exam, exit the Remote Control feature by closing the window.
NOTE: The session recording will capture the use of the Remote Control feature, showing exactly when and how long you had control and that you helped the student access their exam.
Best Practices & Reminders
Always confirm the student used Go to Exam first.
Have the student attempt the Unique Password before using Remote Control.
Never share the actual exam password.
Use the Reconnect button if the session freezes.
Remember: Remote Control usage is visible in session recordings.