Access and Tech Issues

D2L Access and Technical Problems

Technical problems in the University Testing Services (UTS) have become less frequent each year. We work with our colleagues in Information Technology Services (ITS: University hardware and networks) and Academic Technology Services (ATS: online instruction, D2L) to stay abreast of changes and updates that may affect  course testing. The variety of problems we have experienced, however, have allowed us to develop policies for responding to the likeliest situations (an Incident Report will be filed for every testing irregularity):

Problem: D2L Freezes or Computer Powers Off During Testing Attempt

UTS Response: Staff members will move the student to another testing station to resume the assessment, and an incident report will be filed. If the student does not wish to resume testing at another station, for whatever reason (e.g. time lost, time pressure, etc.), they can leave the testing area after viewing the Incident Report.  The Incident Report will be sent to the testing director. The director will forward the report to the instructor. It is the instructor's responsibility to decide whether, and when, the student may resume or re-take the test (see Make-Up policy).

If three or more students are affected by this problem within any one-hour period, it will be considered an "intermittent access" issue. ITS and/or ATS will be notified.

Problem: D2L/Net Access is Intermittent

UTS Response:Instructors of all tests scheduled for that day will be notified. Until testing staff receives a reply from instructors, all students arriving for testing appointments will be advised that our access to D2L is intermittent and they have the choice of either attempting the test, or canceling their appointment and rescheduling to test later. If the instructor chooses to suspend testing, it is their responsibility to contact their students and make them aware of their decision.

At this point, ITS and or ATS will be working with UTS staff to determine and/or solve the problem.

Problem: D2L or internet Temporarily Unavailable (up to one day)

UTS Response: If D2L/Internet access is temporarily unavailable (determined through consultation between UTS, ATS and ITS staff), we will notify instructors and halt testing until access is re-established. It is up to instructors to (1) decide whether to extend their tests for an additional day (recommended) , or (2) if the problem is likely to be corrected within a foreseeable timespan, ask that UTS staff cancel only the testing appointments that are the most likely to be affected, in hopes that the technical issues will be fixed in a reasonable amount of time. If the instructor can't be reached for a decision, we will implement option (2) until asked to do otherwise. It is the responsibility of the instructor to communicate with their students regarding their decisions and contingency plans.

Problem: No D2L /Net Access (for two or more days)

UTS Response: In very rare cases, D2L has been unavailable in the testing area for two or more days at a time. If this happens, we will notify instructors testing on the affected days, as well as those on subsequent, likely-to-be-affected days. We will work with faculty to develop appropriate plans involving rescheduling. It is up to each affected instructor to decide whether to keep their current assessment in the UTS for proctoring and wait out the technical issues until ITS has them corrected, or to cancel and choose to deliver the exam in-class. It is the responsibility of the instructor to communicate with their students regarding their decisions and contingency plans.