This article describes the support routine for the remote exam



Technical problem during preparation

A technical problem is for example one of the following problems:

  • Problem with local network/wifi
  • Problem with the exam app (can not create face ID, can not move forward to the next question, seem to have lost connection, etc)

Determine the circumstance

Second, determine, the circumstance when the problem occurred.

  1. It happened before the exam started (installing, check-in or boarding) 
  2. It happened during the exam (when you have started the exam)


Type of problemBefore examDuring exam
Technical problem
  • Go to organizer-name.orzone.com (see invitation letter) or
  • Go to remoteexam.orzone.com
  • Click "+ new support ticket".


  • Click Help button inside app
  • Click "+ new support ticket".
Other problem
  • Call or mail to your organizer of the event
  • No questions during exam


Self service during examination

If problem occur during examination

  1. Check your wifi connection
  2. Restart the remote exam app (no data loss from your answered question will occur, all answers stored all the time)
  3. Restart your computer and restart remote exam app (no data loss from your answered question will occur, all answers stored all the time)
  4. Turn off VPN connections
  5. Remove second screen, if any.
  6. Close all other apps (sometimes another app can block the camera and you will not be able to be identified)