Troubleshooting

12.1 Unable to Sign In

1. Verify that you selected the correct university.
2. Confirm your university username.
3. Re-enter your password.
4. Check your internet connection.
5. Try signing in again.

If the issue continues, contact your instructor.

12.2 University Is Not Listed

Search for your university as described in section 4.1. If your university is still not listed, contact your instructor.

12.3 Exam Is Not Available

1. Confirm the correct university account.
2. Check your internet connection.
3. Confirm that the exam is within its scheduled availability period.
4. Pull down or use the refresh icon to update the exam list.

If the exam remains unavailable, contact your instructor.

12.4 Exam Download Fails

1. Check your internet connection.
2. Make sure your device has enough free storage space.
3. Try Download again.

If the download continues to fail, contact your instructor.

12.5 Camera or Microphone Access Is Denied

1. Open Settings > Apps > QQ > Permissions. On Huawei devices, open Settings > Apps > Apps > QQ > Permissions.
2. Allow Camera and Microphone.
3. Reopen the application and try again.

12.6 Face Detection Fails

1. Sit directly in front of the camera.
2. Make sure your face is within the camera frame.
3. Adjust your position and lighting.
4. Wait for the check to pass.

12.7 Room Lighting or Camera Position Check Fails

1. Increase the lighting and avoid strong light behind you.
2. Place the device on a stable surface at face level.
3. Clean the camera lens.
4. Wait for the check to pass.

12.8 Audio Quality or Quiet Environment Check Fails

1. Move to a quieter location.
2. Make sure the microphone is not covered.
3. Remove sources of background noise.
4. Wait for the check to pass.

12.9 Identity Verification Photo Is Unclear

1. Make sure your face or ID card is within the camera frame.
2. Improve the lighting and avoid glare.
3. Hold the ID card steady.
4. Tap the delete icon and capture the image again.

12.10 Suspicious Activity Warnings Appear

Keep your face visible, do not cover the camera, and stay in the exam application. See section 10.

12.11 Application Closes Unexpectedly

1. If you are not in an active exam, reopen the application.
2. Sign in again if required.
3. Check whether your exam is still available.

If the application closes during an active exam, contact your instructor.

12.12 Exam Upload Fails

1. Keep the application open.
2. Review the message displayed.
3. Check your internet connection.
4. Follow any retry instructions displayed.

12.13 Internet Connection Is Lost

1. Check your Wi-Fi or mobile data connection.
2. Restore the connection if possible.
3. Keep the QQ Assessment Application open.
4. Follow the instructions displayed by the application.
5. If the connection cannot be restored, contact your instructor.

12.14 Information to Provide When Reporting an Issue

When contacting your instructor, provide:

1. Your name or student identification, if requested.
2. Exam name.
3. Approximate time of the issue.
4. Description of the issue.
5. Error message, if displayed.
6. Screenshot, if permitted.
7. Steps already attempted.