Verve Exams FAQs
Verve Exams is Training Qualifications UK’s platform for undertaking online exams.
Intuitive and easy to use, it’s designed to present a streamlined environment for facilitating assessment across all of our provisions.
We’ve compiled the below FAQs to make it as easy as possible for you and your Learners to understand how to use this platform.
This guidance contains links to videos which demonstrate how to use the platform – these can also be viewed by clicking the links below:
- How to access the Verve Exams platform
- How to set up a password on Verve Exams
- How to use a webcam with Verve Exams
If you have a question which is not answered here, please get in touch with us by calling on 03333 583 344 or sending an email to assessment@tquk.org
Any references, within this guidance or within video links, to webcam and microphone testing websites are for demonstration purposes only. Learners must use their own discretion when visiting an external webpage to test their webcam and microphone and must take sole responsibility for the security of their device.
1. General Questions
What is remote invigilation?
Remote invigilation allows a Learner to take an online exam without an Invigilator overseeing the exam in real time.
Remotely invigilated exams use a webcam, a microphone and screen sharing to capture images and audio. This is so that a Learner’s identity can be verified and to ensure that exam conditions are met. Any images and sounds captured will be used for invigilation and identity verification purposes only.
Can Learners take their exams at home?
Yes, if Learners have access to a desktop or laptop computer, a stable internet connection and a working webcam and microphone, the remote invigilation option is the one to choose. Our Learner Guidance provides further information about expected conditions during remotely invigilated exam sessions; this can be viewed here.
Do Learners need to show identification before their exam?
Yes, Learners will be asked to take a picture of their identification before they start their exam. This can be done by holding the identification up to their webcam and taking a photograph, this will then be uploaded to their Learner profile and will be used to verify their identity.
A demonstration of this can be viewed here (video will automatically begin at the relevant section)
We can accept any form of identification provided it displays the Learner’s full name and photograph. Acceptable forms of identification include (but are not limited to):
- Driving licence
- Passport
- Workplace badge
- Student card
Do Learners need to take their exams on specific dates?
Yes, all exam allocations will only be accessible on their scheduled dates. Training Providers/Centres must ensure this date is communicated to and confirmed with Learners before an exam is requested.
Do Learners need to take their exams at specific times?
No, all exams will be accessible at any time on their scheduled dates and access will expire at midnight.
What can Learners do to prepare for remotely invigilated exams?
After a Learner logs in to the platform for the first time, they will have the opportunity to undertake a generic practice test as many times as they want. This will allow them to test their device, internet connection and browser, ensure that any technical issues are resolved and familiarise themselves with the platform before their real exam takes place.
This practice test becomes available to a Learner as soon as they are added to Verve Exams. After they receive their first booking confirmation email, they will be able to create a password, log in and use this feature.
This practice test is not associated with a Learner’s real exam and will not contain mock exam questions. Training Providers/Centres must make sure Learners are aware of this to avoid confusion.
How are Learners informed about their exams?
After an exam booking is processed by our Assessment team, Learners will receive two emails:
- a ‘Booking Confirmation’ after they have been allocated to an exam – this is distributed one day after a Learner’s booking information has been processed.
- a ‘Booking Reminder’ email one day before the exam is scheduled to take place.
Both emails include hyperlinks to guidance documents and a web-based version of this FAQ.
Contacts associated with a Learner will also receive these emails for informational purposes.
How are Learners informed about their results?
When results are released, the Learner will receive an email which contains a link to view these on the Verve Exams platform. They must use the same credentials they set up to log in to the platform and undertake their exam on its scheduled date. Only the Learner is able to view their results using this link.
Contacts associated with a Learner will also receive these emails for informational purposes. Training Providers and Centres can view these results on Verve EPA or on Verve Registration and Certification.
A Learner has not received emails from Verve Exams, what can they do?
Some email providers will automatically filter this communication to a junk or spam folder. Learners should check these areas to make sure the emails have not been delivered here.
As these emails are for confirmation and convenience purposes only, and Learners do not need to use the link included to access their exams, they may navigate directly to Verve Exams by typing https://exams.tquk.org into their web browser’s address bar.
Training Providers/Centres must make sure their Learners are informed about the date of their exams before they are requested.
Can Learners use another invigilation option?
Yes, Learners can choose (alongside their Training Provider/Centre) one of the following options if they are unable to meet the platform requirements for (or would prefer not to take) a remotely invigilated exam:
- Online exams invigilated in person by a member of the Training Provider/Centre: these will use the Verve Exams platform but do not require a webcam, microphone or screen sharing.
- Paper-based exams invigilated in person by a member of the Training Provider/Centre: these do not require the Learner to use the Verve Exams platform and are instead carried out using hard copies of our exam materials.
More information about these options can be requested by emailing assessment@tquk.org
2. Verve Exams Questions
How can a Learner access Verve Exams?
Learners can use the link included in the Booking Confirmation and Reminder emails mentioned above. Alternatively, they can navigate directly to Verve Exams by typing https://exams.tquk.org/ into their web browser’s address bar.
This URL will not work if typed into a browser’s search bar – the bar at the very top of a web browser should be used to visit Verve Exams in this way.
How can a Learner set up a password for their account?
If it is their first time logging in, the Learner must select the ‘Request Password Here’ option on the login screen. They will then receive a first-time access request to their email address which can be used to set up a new password.
If the Learner has previously completed this step, they can log in using the same credentials.
A demonstration of how to set a password can be seen in this video.
What can a Learner do if they have forgotten their password?
Learners can click ‘Forgot?’ next to the password field on the login page to request a new password. They will then receive a reset link to their email address which should be used to create a new password.
What does a Learner need to use Verve Exams?
Learners will need a compatible device, a compatible web browser, a stable internet connection and a working webcam and microphone.
A breakdown of the platform requirements can be found below:
Criteria | Requirement |
Device | Laptop or desktop computer with dual core 2.0ghz clock speed. i.e.: 6th Generation Intel i3 or better and at least 4 gigabytes (GB) of RAM |
Operating System | Windows 10 or later |
Browser | Chrome 88+ |
Javascript | Enabled |
Screen Resolution | Between 1024×768 and 1920×1080 |
Bandwidth | 5 Mbps+ |
On a Windows computer, the device specifications can be checked by typing ‘System Information’ into the search bar at the bottom of the computer’s screen and clicking to open – the ‘Processor’ and ‘Installed Physical Memory’ fields will display this information.
On a Mac computer, the device specifications can be checked by clicking the Apple logo in the top left-hand corner of the screen and selecting ‘About This Mac’ – the processor and memory should be shown in the box and the tabs above (i.e. ‘Storage’ and ‘Memory’) can be used to find out more detailed information.
Learners can also use the practice test feature to determine whether their device and internet connection meet these requirements. When this is used, they will be navigated to a page which checks their:
- Camera access
- Microphone Access
- Desktop recording access (i.e. screen sharing)
- Browser
- Screen resolution
- Bandwidth
If any of these areas are marked with a red cross, they do not meet the platform’s requirements. These checks are also performed before a real exam takes place.
We recommend that Learners use the practice test feature as early as possible after they receive their first booking confirmation email so they will have the chance to resolve these issues before the date of their exam.
Further details about each of these items can be found in ‘System Check Questions’. Troubleshooting advice for resolving common issues associated with each of these items can be found in ‘Troubleshooting Common Technical Issues’.
3. System Check Questions
What items are included on the ‘System Check’ checklist and what do they mean?
Below you will find explanations for each of these items and how a Learner can enable or use them before taking their exam:
Camera and microphone access
When a Learner navigates to the system check page, their browser should automatically present a pop-up window to inform them that the platform is attempting to access their camera and microphone. They must confirm that the website is able to do this by clicking ‘Allow’.
They can then check their microphone is functioning correctly by briefly recording a section of audio using the prompt provided by the platform and playing this back – if they are satisfied that their microphone is working correctly, they may proceed.
A demonstration of how to enable camera and microphone access can be found here (video will automatically begin at the relevant section).
Desktop recording access
The Learner will be presented with a pop-up window which contains three headings; ‘Entire Screen’, ‘Window’ and ‘Tab’. They must select ‘Entire Screen’ to ensure they do not inadvertently share the incorrect tab or window, then they must click on the thumbnail image of the screen they wish to share.
After this, the ‘Share’ button at the bottom of this window will turn blue, allowing them to click it and share their screen.
A demonstration of how to select a screen and enable desktop recording access can be found here (video will automatically begin at the relevant section).
Browser
Browsers which are currently supported by the Verve Exams website are:
- Google Chrome
- Microsoft Edge
If a Learner attempts to use another browser, they will encounter issues. The Learner must also make sure these browsers are up to date by checking for updates in their settings:
- Instructions for updating Microsoft Edge can be found here.
- Instructions for updating Google Chrome can be found here.
Although both of these browsers are compatible with Verve Exams, we recommend that Learners use Google Chrome if possible.
Bandwidth
Bandwidth refers to an internet connection’s ability to handle and process information.
The Verve Exams website currently has a bandwidth requirement of 5 Mbps or higher.
If the Learner’s bandwidth does not meet this requirement, they will encounter issues. Troubleshooting steps for resolving low bandwidth errors can be found in ‘Troubleshooting Common Technical Issues’
Screen Resolution
The screen resolution refers to how much visual information can be displayed on a computer screen. Screen resolution dimensions affect how much of the Verve Exams platform a Learner is able to view on their screen at one time, and its visual quality. It does not refer to the size of a computer screen.
The screen resolution dimensions recommended by the Verve Exams website are between 1024×768 and 1920×1080.
4. Troubleshooting Common Technical Issues
Some items on the ‘System Check’ checklist are marked with a red cross. What does this mean and how can it be resolved?
This means that the Learner’s device, web browser or internet connection has encountered a problem which may prevent them from using some or all of the platform’s features. If this happens, they will not be able to proceed to their exam until the problem has been resolved (note: this does not apply to screen resolution).
For more details, please consult the area below which corresponds to the item marked with a red cross:
Camera and microphone access
If the camera access or microphone access items are marked with a red cross, this indicates that the platform is being prevented from using these devices.
This may be because the Learner has not confirmed that the platform is allowed to access the webcam and microphone by accepting the prompt displayed by their web browser.
If this is the case, they may rectify this by:
- Clicking the camera icon displayed on the right-hand side of their browser’s address bar
- Selecting ‘always allow https://exams.tquk.org to access your camera/microphone/camera and microphone’
This may also be because the Learner is using a faulty or non-functioning webcam or microphone.
In this case, the Learner may search the web for a webcam and microphone testing website and use this to determine whether any hardware errors are preventing the camera or microphone from working.
If one of these websites informs the Learner that it has been unable to access their camera or microphone, it is likely to be because these devices are not working correctly or software installed on their computer is preventing them from being used, i.e. they may have a firewall or other security software installed which blocks access to the webcam or microphone. They can try to pause or exit this software themselves or, if it is a workplace-provided computer, they may speak to their IT department to request assistance.
If the Learner is unable to resolve the issue using any of the above suggestions, we advise:
- using another computer
- rearranging their exam for a date on which a computer with a working webcam and microphone can be sourced (if they are not able to resolve the problem before their live exam’s scheduled date)
- selecting an alternative invigilation option (these are outlined in ‘General Questions‘)
Desktop recording access
If the desktop recording access item is marked with a red cross, this indicates that the platform has either been unable to establish permission to access the Learner’s screen or has not been told which screen the Learner would like to share.
To prevent this, the Learner must make sure they have not only selected ‘Entire Screen’ from the headings in the pop-up window provided by their browser, but that they have also clicked on the thumbnail image which displays the content of their screen.
As a typical Learner will not be using multiple monitors, only one of these thumbnail images should appear in the pop-up window. If the Learner is using multiple monitors, they must ensure they select the image which displays the Verve Exams platform.
Learners must click this image and wait for the ‘Share’ button to turn blue. If the ‘Share’ button is grey and a Learner clicks it, the desktop recording access feature will not work. This is also the case if the Learner clicks anywhere outside of this pop-up window while it is displayed on their screen.
A demonstration of the correct way to enable desktop recording access can be viewed in this video (video will automatically begin at the relevant section)
If the Learner is using a Mac computer and they are unable to share their screen, this may be because Mac computers can automatically disable desktop recording for some applications by default. The Learner must allow the browser to record their screen by following these steps:
- Navigating to ‘System Preferences’ and selecting ‘Security and Privacy’
- Selecting ‘Privacy’.
- Scrolling through the menu on the left-hand side until they reach ‘Screen Recording’ and selecting this.
- Ensuring their browser is visible in the list of allowed applications on the right-hand side and that it is ticked (they may need to click the lock icon and enter their device password to achieve this).
Browser
This will be marked with a red cross if the Learner’s browser is unsupported or not up to date. As mentioned in ‘General Questions‘, browsers currently supported by Verve Exams are:
- Google Chrome
- Microsoft Edge
Using the ‘Access Verve Exams’ hyperlink included in booking confirmation and reminder emails may cause the platform to open in a device’s default web browser. As this default browser may not be Google Chrome or Microsoft Edge, Learners should check to make sure they are not inadvertently using an unsupported browser.
If clicking this link does open an unsupported browser, the Learner may manually open Google Chrome or Microsoft Edge on their computer and type https://exams.tquk.org into the address bar at the top of the browser window.
If the Learner is using one of these browsers and is still experiencing issues, the browser may need to be updated manually:
- Instructions for updating Microsoft Edge can be found here.
- Instructions for updating Google Chrome can be found here.
Screen resolution
If this item is marked with a red cross, the Learner will still be able to proceed to their exam. They must, however, be advised that they may encounter display issues – these can generally be resolved by using the browser’s zoom settings or CTRL and the plus icon (+) or CTRL and the minus icon (-) to increase or decrease the size of the website’s content or by navigating to their computer’s settings and altering the screen resolution to the dimensions recommended by the platform.
As a reminder, the screen resolution dimensions recommended by Verve Exams are between 1024×768 and 1920×1080.
Bandwidth
If a Learner’s bandwidth is marked with a red cross, it means that their internet service is not currently capable of processing the amount of data required by the platform.
This may be due to:
- The general level of bandwidth offered by their internet service provider
- The number of devices connected to the internet service at the time
- The amount of software currently running on their device which is using their internet connection
- The amount of traffic on the network at the time
- The age or capability of the computer they are using
Learners should be aware that even if their internet connection speed is generally high, they may experience connection instability, causing this bandwidth level to decrease periodically before returning to normal again.
Learners will be informed about their bandwidth level during these system checks. If this level is too low, they may try the following troubleshooting steps:
- Temporarily disconnect any non-essential devices from the network; e.g. mobile phones or games consoles.
- Make sure any software on their device which uses their internet connection is exited entirely – some programs continue to run in the background unless they are right-clicked and ‘Quit’ is selected.
- If the Learner is using a mobile network connection, they should instead connect to a wireless network – mobile networks are not typically able to support the platform’s features.
- If the Learner is using a wireless service, they should, if possible, use an ethernet cable to connect their device to the router and create a wired connection to the network – these types of connections typically provide a more stable and potentially higher bandwidth.
- Try a quieter time in the day when there is less traffic on the network. Peak internet usage hours tend to be between 9am and midday, and 7pm and 11pm. Learners can take their exams at any time on their scheduled dates.
If none of the above steps help to increase the bandwidth to the required level, Learners should visit the FAQ section of their internet service provider’s website or, if applicable, consult their IT department.
The platform is running slowly or not loading at all, what is the problem?
This is likely due to the device and/or internet connection the Learner is using. If the criteria mentioned in the above sections is not met, the platform will not run efficiently enough to capture invigilation data, images, sound and screen-share visuals. As a reminder, these requirements are:
- PC with dual core 2.0ghz clock speed. i.e: 6th Generation Intel i3 or better.
- At least 4 gigabytes (GB) of RAM
- A bandwidth level of at least 5 Mbps
If a Learner is unable to locate a device which meets the minimum requirements, they may instead choose to undertake their exam using one of the alternative invigilation methods mentioned in ‘General Questions‘
Some content is not displayed on the screen, how can this be resolved?
Learners can use their browser’s zoom settings or press CTRL and the minus symbol (-) to minimise the size of the content displayed on the screen; this will reveal areas which may have previously been obscured by the size of their display.
The Learner’s account has been disabled, how can this be resolved?
As passwords are case-sensitive, the Learner must ensure they are typing this correctly in the ‘Password’ field. If the Learner enters their password incorrectly more than three times, their account will be disabled. If this happens, they can contact our Assessment team on 0333 583 344 and request that their account is re-enabled.
If a Learner has forgotten their password, they can click ‘Forgot?’ next to the password field on the login page to request a new one.
The Learner’s exam has been loading for a long time, what can they do?
If the Learner is presented with a persistent “Please wait while your assessment loads” message, they can try refreshing the page and recovering their exam. They will need to provide a brief reason for recovery before they can do this; any message is acceptable as long as it gives details about the issue they encountered.
