Technical Issues During quizzes, Test and Exams

Prepare To Write:

• If possible, connect to the internet using an ethernet cable. It is also a good idea to have data in case your internet goes out.

• If you have had internet issues or computer issues, book a student study room through the library to write your assessment on campus. OR bring your laptop and use the school’s WIFI.

• Write down or save on your phone, the IT Help Desk Phone Number: 416-491-5050 ext. 22129 and their email: servicedesk@senecacollege.ca

• Know what tools are allowed and needed during your quiz, test, or exam. This should be discussed with you by your professor ahead of time. If you don’t know…ask!

• Know how your professor wishes to be contacted during the quiz, test or exam if you are having difficulty.

STEP ONE:

• Contact the IT Help Desk using the phone number or email you saved in preparation for your assessment AND take screenshots of your issue that include the date and time. Your screenshot must be of your ENTIRE computer screen – not just the window of your test. This is so the time and date of the screen are visible in the screenshot. To do this follow these instructions:

  • • On a PC: To capture your entire screen and automatically save the screenshot, tap the Windows key + Print Screen key. Your screen will briefly go dim to indicate that you've just taken a screenshot, and the screenshot will be saved to the Pictures > Screenshots folder.

    • On a Mac: To capture your entire screen and automatically save the screenshot, tap the Shift + Command + 3 keys. Your screenshot will be saved to your desktop or to your downloads folder depending on how you have it set up.

STEP TWO:

• Email your course professor immediately. Once you have received an IT ticket you must also forward this to your professor. If you have lost internet access completely and have no data, write your email, and take another screenshot that shows your email open and your desktop date and time. Send the email as soon as possible.

• Your course professor will take the request under consideration and provide you with their response.

STEP THREE:

• If your course professor does not accept your request to have your quiz, test or exam re-opened, you may move forward to an informal appeal. Follow the outlined process in the appeals policy found here: https://www.senecacollege.ca/about/policies/academic-appeal-policy.html

The next step in the informal appeal process is to email your appeal request to your Program Coordinator.

• • • In your appeal request you must include the following:

1. Student Name, Student Number, Course name and section number , and which assessment you are appealing.

2. Briefly explain the technical difficulties you encountered.

3. Indicate the date and time you contacted the IT helpdesk and your ticket number.

4. Include the date and time you emailed your professor.

5. ·Include your supporting documents (screenshot of your IT email with ticket number, a screenshot of your computer screen, a screenshot of your email to your professor)

A response will be provided by your coordinator within 5 business days.

• • • If your informal appeal is denied, you can then submit your appeal to the Academic Chair.

      • • If you did not contact the IT helpdesk and get a ticket number your appeal will be denied by your Faculty, Coordinator and Chair.

        • If you did not email your professor with a screenshot of your computer/test screen/IT issue, your appeal will be denied at all levels