Troubleshooting

Troubleshooting For Verve Exams Issues

Broadband Speed Below Requirement

Verve Exams requires a minimum of 7mbps to run efficiently enough to capture invigilation data, images, sound and screen-share visuals. If your machine fails the broadband speed requirement check you can try the following to attain the required level:

  1. Temporarily disconnect any unrequired technology from your Wi-Fi connection; mobile phone, TV, games console, etc. Then re-run the system checks to see if this has freed up sufficient bandwidth to pass the broadband speed requirement check.
  2. Reboot your router by turning it off, leaving it for 30 seconds and then turning it on again.
  3. Try a quieter time in the day. Broadband speeds can fluctuate depending on the number of users accessing the servers at any given time. Quieter periods tend to be mid-morning, early afternoon and later at night. Try to avoid lunchtime and early evening as this is when most people will be accessing the servers. You have from 8am through until midnight to access your exam so try to find a time period that suits.

Share Screen Greyed-out

When prompted to share your screen during the pre-exam checks at various stages you will find that the Screen Share button is greyed-out. Before allowing screen-share you must choose the screen that you wish to share before the Screen Share button becomes available to click. In order to do this please click directly on the visual image of the screen you are sharing within the Your Entire Screen tab of the Share Your Screen prompt that appears. If you are using dual/multiple screens please ensure that you click the screen that is showing the Verve Exams platform. Once done this will then turn the Share button blue and allow you to share your screen.

Can’t Login

Upon accessing Verve Exams for the first time you will need to create a password for your login. This must be done for all new users of the system. In order to do this you must click the Request Password Here underlined, emboldened text on the login screen above the Email Address field on the Training Qualifications UK Assessment Portal screen that is linked from the email you will have received. You will be prompted to enter the email address you have registered with us to undertake the exam and a further email will then be sent to this address allowing you to create a password for the system. Once done this will then take you directly through to the Verve Exams landing page where you can access your exam, practice tests and results.

No Camera Images

Question: I’m having issues allowing access to my webcam, how can I resolve this?

Answer: Ensure you have enabled permissions by clicking ‘Allow’ in both Google Chrome browser (via a popup message) and on the Verve Exams website. If you are still unable to access the webcam please follow these steps:

  1. Navigate to the top right-hand corner of Google Chrome and click the three vertical dots.
  2. Click ‘Settings’.
  3. Select ‘Privacy and Security’ on the left-hand side of the screen.
  4. Select ‘Site Settings’.
  5. Under ‘Permissions’ select ‘Camera’.
  6. Ensure the Verve Exams website is listed under ‘Allow’.
  7. Click the refresh button or F5 to reload your exam screen.

If this does not work please move on to these next steps:

  1. Navigate to the top right-hand corner of Google Chrome and click the three vertical dots.
  2. Select ‘Settings’.
  3. Select ‘Extensions’ from the left-hand side of the screen.
  4. Remove any extensions which may be preventing access to your webcam, such as antivirus or security add-ons.
  5. Press the refresh button or F5 to reload your exam screen.

If this does not work please move on to these next steps:

  1. Navigate to the bottom right-hand corner of your screen and select the upward arrow next to your device’s time and date display.
  2. If any antivirus or security software is currently running, right-click the icon and select ‘quit’.
  3. If you do not see an option to quit, left-click on the icon to open the program and attempt to disable it from within the software.
  4. Press the refresh button or F5 to reload your exam screen.
  5. Please note: any disabled/removed antivirus software or extensions should be reactivated after your test has finished.

If this does not work you can check the status of your webcam by following the below steps:

  1. Open a new Google Chrome window and type https://webcammictest.com/
  2. Click the ‘Check Webcam’ button to test your device.
  3. If your webcam or webcam software is not functioning or functioning incorrectly, you must attempt to source a new device with a working webcam attached. If you are unable to locate a new device, you must contact your Training Provider to reschedule your exam.

No Identification Available on Day of Exam

If, on the day of your exam, you have forgotten to bring your identification along please ensure that when taking a picture and uploading the image of yourself you centre yourself directly in the centre of the screen in order for us to clearly identify you from our End-Point Assessment records. A clear, legible image will be enough for us to verify that you are the person who is undertaking the exam and identification will not be necessary in this instance. For Regulated Exams we must insist that you show some form of identification. Without identification at this stage we cannot verify that you are the person who is booked to undertake the exam.

No Email or No Link in Email

When booked onto an exam you will receive a Booking Confirmation email. You may receive this up to a month before the exam date, allowing you to go through the various guidance materials and prepare yourself for the exam. You will then receive a second email closer to your booked exam date allowing you to access Verve Exams and perform practice tests to familiarize yourself with the Verve Exams platform. If you don’t receive an email please access Verve Exams by going to the following web address:

https://exams.tquk.org/welcome.jsp

If, upon requesting a password for first time use, Verve Exams doesn’t recognise your email address please contact the Assessment Team on 03333 583 344 for further assistance.

Screen Doesn’t Show Exam Options/System Fails Screen Resolution Check

Verve Exams is designed to work on the industry standard 1920×1080 screen resolution that most computers use. However, some machines are set to different resolutions (Chromebooks usually) so this may cause some image issues and may cause the Screen Resolution check to fail. A failed Screen Resolution check will not prevent you from accessing your exam but it may cause the screen to miss some information from sight. In this case please do the following to ensure you can see all of the information on the screen:

  1. Navigate to the top right-hand corner of Google Chrome and click the three vertical dots.
  2. Reduce the Zoom value to 90% initially. If this then shows all of the screen then continue with your exam.
  3. If this doesn’t fix the display issues reduce the Zoom value by increments of 10% until the image is correct.

Download our latest
Qualification Price List
below to take away
with you.

TQUK Recognised Centres

Joining Training Qualifications UK as a Recognised Centre brings a host of benefits.

No annual membership fee

A dedicated Client Relationship Officer assigned to your centre, helping you through every process

99% of e-certificates issued within 24 hours of request and paper certificates within 48 hours

Latest

10 TQUK qualifications listed in Lifetime Skills Guarantee programme Read More >

We're here for you during these turbulent times Read More >

×
×
TQUK Fast Support