Troubleshooting

11.1 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.

11.2 University Is Not Listed

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

11.3 Security Check Does Not Complete

Close each restricted application identified by the check, or allow QQ to close it when prompted. Wait for the check to run again, then select Proceed when it reaches 100%. See Section 4.4.

11.4 Exam Is Not Available

1. Confirm the correct university account.
2. Verify the selected university.
3. Check your internet connection.
4. Confirm that the exam is within its scheduled availability period.
5. Refresh or reopen the exam list if available.

If the exam remains unavailable, contact your instructor.

11.5 Exam Download Fails

1. Check your internet connection.
2. Verify that sufficient storage space is available.
3. Try Download again if available.

If the download continues to fail, contact your instructor.

11.6 Camera Is Not Detected

1. Make sure the camera is connected.
2. Check that the lens is not covered.
3. Close other applications using the camera.
4. In System Settings > Privacy & Security > Camera, make sure QQ is allowed.
5. Run the required check again.

11.7 Microphone Is Not Detected

1. Make sure the microphone is connected.
2. Check that it is not muted.
3. Close other applications using the microphone.
4. In System Settings > Privacy & Security > Microphone, make sure QQ is allowed.
5. Run the environment check again.

11.8 Face Detection Fails

1. Sit directly in front of the camera.
2. Make sure your face is within the camera frame.
3. Ensure your face is clearly visible.
4. Adjust your position and lighting.
5. Run the check again.

11.9 Room Lighting Check Fails

1. Increase the lighting.
2. Move away from the strong light behind you.
3. Make sure your face is evenly illuminated.
4. Run the check again.

11.10 Camera Quality Check Fails

1. Clean the camera lens.
2. Position the camera correctly.
3. Make sure your face is clearly visible.
4. Improve the lighting.
5. Run the check again.

11.11 Audio Quality Check Fails

1. Check the microphone connection.
2. Make sure the microphone is not muted.
3. Reduce background noise.
4. Close other applications using the microphone.
5. Run the check again.

11.12 Quiet Environment Check Fails

1. Move to a quieter location.
2. Close doors and windows where possible.
3. Remove unnecessary sources of noise.
4. Wait until the environment is quiet.
5. Run the check again.

11.13 Identity Verification Photo Is Unclear

1. Make sure your face or ID card is within the camera frame.
2. Improve the lighting.
3. Avoid glare or reflections.
4. Hold the ID card steady.
5. Clean the camera lens if necessary.
6. Select Retake and capture the image again.

11.14 Exam Preparation Does Not Complete

1. Wait for the preparation process to finish.
2. Keep the application open.
3. Do not switch applications.
4. Check for an error message or additional instructions.

If the process remains stuck, contact your instructor.

11.15 Application Closes Unexpectedly

If the 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.

11.16 Application Becomes Unresponsive

1. Wait briefly.
2. Avoid repeatedly clicking buttons.
3. If you are not in an active exam, close and reopen the application if necessary.

If an exam is in progress, do not close the application without guidance.

11.17 Exam Upload Fails

1. Keep the application open.
2. Review the message displayed.
3. Check your internet connection.
4. Wait if the application is still attempting to upload.
5. Follow any retry instructions displayed.
6. Do not uninstall the QQ Assessment Application until your exam has been uploaded successfully.
7. If the exam is still not uploaded after the allowed upload time has passed, contact your instructor for assistance.

11.18 Internet Connection Is Lost

1. Check your network connection.
2. Restore the connection if possible.
3. Keep the QQ Assessment Application open.
4. Follow the instructions displayed by the application.

If the connection cannot be restored, contact your instructor.

11.19 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.