Synap Academy
Synap Home
  • ๐Ÿ‘‹Hello there
  • ๐Ÿ†•What's new
    • Big features
      • โณLimit membership duration for user groups
      • โ“Question based marking
      • ๐Ÿ‘ฝCloze questions & new editor
      • ๐Ÿฆ„Customise questions in exams
      • ๐Ÿคธโ€โ™‚๏ธFlexi retakes
      • ๐Ÿ’ฟRecords of learning
      • ๐Ÿ‡Override attempt scores, comments & history
      • ๐ŸงชLab values / Additional exam resources
      • ๐Ÿ”–Bookmarking
      • โœ๏ธSingle Sign On (SSO)
      • ๐ŸŽSub portals
      • ๐Ÿ›‚Multi-factor Authentication (MFA)
      • ๐Ÿ—’๏ธNotepad on attempts
      • ๐Ÿ‘๏ธโ€๐Ÿ—จ๏ธSynoptic
      • ๐ŸŽ–Override Grades
      • ๐Ÿ“ธGet webcam shots for identity verification
      • ๐Ÿ”Exam security: Lock exam attempts
      • โ›“๏ธShare links
      • ๐Ÿ›ฉ๏ธThe attempts table
      • ๐Ÿ“‹Anti cheat: disable copy & paste
      • ๐ŸฆšStudents Insights page
      • ๐Ÿงžโ€โ™‚๏ธGenerating quizzes
      • ๐Ÿฅ‡Exam certificates & resits
      • ๐Ÿ” Mark schemes/rubric marking
      • โœ…Marking & definition of completed attempts events -
      • ๐Ÿ‘ฏโ€โ™€๏ธCloning
  • ๐ŸŽฎInteractive demos
  • ๐Ÿƒโ€โ™‚๏ธGetting started
    • Overview
    • Content management
      • Notes
        • Dynamic notes
      • Surveys
      • Uploading content
        • Embed presentations
    • Billing & usage
  • โ“Quizzes
    • Creating a Quiz
      • Question types
        • Cloze question types
        • Audio recording questions
        • Audio/Video Stems and configurations
      • EMQs
      • Quiz Experience
      • Instructions & sections
      • Scoring on Synap (Points vs Credits)
        • Negative Scoring
        • Score by choice
    • Importing & Exporting Questions
      • Importing
        • Word Doc to CSV Format
        • Questions
        • EMQs
        • Sections
      • HTML formatting
  • ๐Ÿ‘จโ€๐Ÿ‘ฉโ€๐Ÿ‘ฆโ€๐Ÿ‘ฆUsers & Groups
    • User types
    • Creating groups
      • Adding & inviting users by email
      • Generating user accounts
      • Importing new and existing users via csv
      • Customising messages to users
      • Sharing user group links
      • Advanced group settings
    • Manage groups
    • User information
    • Permissions
      • Global permissions
      • Specific permissions
      • Educator permissions
      • Markers permissions
  • ๐Ÿ‘จโ€๐Ÿ’ปExams
    • Understanding Exams on Synap
    • Create and Manage Exams
      • ๐Ÿ—๏ธ1. Setup: Exam
        • Dynamic exams
        • Customisation
      • ๐Ÿ”จ2. Build: Exam
        • Sections
        • Grades
      • โš™๏ธ3. Configure
        • Experience
        • Instructions
        • Results
        • Resits
        • Certificates
      • ๐Ÿš€4. Advanced
      • ๐Ÿ–‹๏ธMarking - Double & Blind
        • Adding custom marks & a mark scheme
      • ๐Ÿ“จ5. Share
        • Schedule
        • Publishing
        • Versioning
      • ๐Ÿ‘€6. Manage
    • Mark/Score attempts
    • Anti-Cheat features
      • Disabling Spellcheck for Exams
    • Proctoring
      • Proctoring with Rosalyn
        • Rosalyn Lock-down exam
        • Rosalyn Live Proctoring exam
        • Sitting a Rosalyn Proctored exam
      • Proctoring with Synoptic
        • Create a Synoptic exam
        • Reviewing Synoptic Sessions
        • Sitting a Synoptic Proctored Exam
        • Synoptic Best Practices & Trouble Shooting
      • Proctor Pricing
  • ๐Ÿ„Collections
    • Creating collections
      • Configure collections
    • Manage user group visibility
    • Collection mocks
    • Collections and the Study
    • Collection use cases
  • ๐ŸŽ๏ธCourses
    • Assignments
    • Course builder
    • Assigning a course
      • Viewing assignments & publishing new versions
    • Courses and assignment use cases
  • โš™๏ธPortals
    • Trouble shooting for your students
    • Portal Settings
      • General and branding
      • Registration settings
      • Email settings
      • Locale / Language settings
      • SSO Authentication
        • Auth0
        • JSON Web Tokens (JWT)
        • SAML with Okta (EU)
        • SAML with Okta (US)
      • Study and Self Practice settings
    • User Access
    • Data Management
      • Tag manager
      • Attributes
      • Records of learning
    • Sub portals
      • Creating sub portals
      • Branding sub portals
  • ๐Ÿ“ŠAnalytics
    • Fractal
    • Tags & facets
      • Facet best practice
    • Student Insights
    • Question statistics
  • โฌ…๏ธExports & Reporting
    • Attempts table & exports
    • Reporting platform (Depreciated)
    • Flag exports
  • ๐Ÿ”ŒIntegrations
    • ๐ŸชWebhooks
      • User Updated Webhook
      • Attempt Completed Webhook
      • Attempt override created
      • User Registered Webhook
      • Exam Completed Webhook
      • Attempt Submitted Webhook
      • Exam Submitted Webhook
      • Attempt Certificate Generated
      • Store Purchase Webhook (Legacy)
      • Completed Assignment Webhook
      • Flag Planted Webhook
      • User Added to User Group Webhook
      • User Registered for Exam Webhook
      • Learning Record Webhooks
      • Invite sent
    • Integrations & APIs
    • Single Sign On
    • โšกZapier
      • ๐ŸŸขGet started
      • ๐Ÿ”ซTriggers
      • ๐ŸŽฌActions
      • ๐Ÿ—๏ธExample Workflows
    • Segment
      • Test & Question Analytics
    • Google Analytics
    • Custom Domain (CNAME)
    • Synap Mobile apps
  • ๐Ÿš€Using Synap
    • Admin Account
    • Synap Students
Powered by GitBook
On this page
  • Why can't I see the content I'm expecting to see?
  • I'm getting a failed to fetch error when answering questions
  • Unable to start Synoptic exam
  • Unable to start Rosalyn exam
  • I get a delay when submitting answers / sections / the attempt as a whole

Was this helpful?

  1. Portals

Trouble shooting for your students

This page will guide you on how to resolve common student questions

PreviousCourses and assignment use casesNextPortal Settings

Last updated 1 year ago

Was this helpful?

Why can't I see the content I'm expecting to see?

All access to content on Synap is done via user groups so if a user isn't in a group which has access to the content in question, they won't be able to see it. To check what group they're in you can search for the student in the default students group and then open user groups on their profile page. You can also see what exams, collections and assignments they have access to on the profile page.

If you or the user still can't see content, check that it hasn't been archived. This will remove it from view for both admins and students. You can search for archived content by using the filter to the left of the page. You can un-archive content using the drop down menu on the exam card

The final thing to check for exam content a user can't see is that its not set to be hidden on the communication page of the exam. If hidden is selected it will not show on their exams page. The best option here is to go to the users page of that exam, search for that user and send them their exam email which will contain a link to start the exam.

I'm getting a failed to fetch error when answering questions

The failed to fetch error is thrown when a users internet drops. Unfortunately there's not much you can do to help them with this other than to suggest they try a different connection or plug in using an ethernet cable rather than wifi.

Unable to start Synoptic exam

Candidates should be able to start a Synoptic exam provided they have downloaded the plug in and met the rules you have set for the exam. These could be one or more:

  • Only having one tab open

  • Having no external monitors plugged in

  • Having the exam window maximised

If they are still unable to start the exam they will likely just need to refresh the page.

If your Synoptic exam requires screen recreation and / or webcam screenshots then candidates should ensure their device settings do not block these requirements.

Unable to start Rosalyn exam

Candidates must download Rosalyn to start their exam. If they are unable to please ensure they do not have any firewalls on their device / network is preventing them from downloading it. They may need to speak to their IT department if taking it on a work or university network.

Once they have it downloaded they will complete checks before the exam to ensure their device has all the required capabilities (webcam etc).

If they run into issues with actually taking the exam such as being unable to submit an answer or getting a blank screen they should close down the Rosalyn programme and restart it. This can be done by moving their cursor to the rop left hand corner of the screen and selecting the red 'x' button. If this is not available they can close using 'ctrl' + 'alt' + 'delete' on Windows or 'option' + 'Cmd' + 'esc' on Mac.

I get a delay when submitting answers / sections / the attempt as a whole

Again this is due to a slow or dropped internet connection. Users should wait for the process to complete.

โš™๏ธ