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This article contains frequently asked questions and answers for troubleshooting exams in Examplify

Computer froze during Exam

  • Forcibly restart the computer by holding down the power button and then turn it back on.

Student is unable to download or see Exam

  • Ensure that the student is connected to the network. Connect the student with ethernet or wireless and press Refresh Exam List or re-login to Examplify.

  • Ensure that the student has not downloaded the Exam already on another device. If the student has downloaded the Exam, click the expand below:


 Removing an Exam Download...

  1. Open Examplify.
  2. Click on the exam file that needs to be removed from the exam list.


  3. Select Remove Exam Download.



  4. Check the box for Remove the exam download, and click Remove Download.



  5. The exam will now be removed and no longer marked as downloaded.

Receiving "The Application's Service is Unavailable Message" after restarting a computer due to freezing during Exam

 First, follow these steps...

Examplify - Resolve a Black Screen, Missing Task Manager, or Missing Power Options on Windows 7
  1. Turn off the computer completely by holding down power button.
  2. Turn on the computer while rapidly pressing F8 to bring up the safe mode boot menu.
  3. Select Safe Mode with Command Prompt from the menu. This will reboot your computer.

  4. In the command prompt, type in explorer.exe to bring up the file explorer.



  5. Navigate to this folder: C:\Program Files (x86)\Examsoft\Examplify\Services.
  6. Scroll down until you see an Application file named EsWinsr.


  7. Right-click this file and click Run as an Administrator. This will bring up another command prompt that will revert the security settings of Examplify. Press any key to exit when prompted.



  8. Return to the original Command Prompt. Type shutdown –r. This will trigger a native reboot of the computer that will take longer than normal. It should reboot successfully into Windows having successfully force-closed Examplify.


 Next, these steps...

In certain circumstances, upon starting Examplify you may encounter this error indicating that the service is not running:


  1. Click the Start button or Cortana and type in Services to search for the 'local services application.' Launch the application.
  2. In the Services application, find and double click the item named ExamplifyService.


  3. In the new window make sure the Startup type is set to Automatic. Then click the Start button. Then click Apply or OK.
    download.png

After this service starts Examplify will open as normal.

If the service is not listed, you will need to re-install Examplify and/or check your antivirus settings to remove it from the quarantine.

Student is unable to upload Exam

  • Ensure that the student is connected to a network either by ethernet or wireless and try again.
  • If Examplify will not automatically upload the exam, you can manually upload it by following the steps below.


 Click to expand...

Windows

  1. Log in to https://ei.examsoft.com/GKWeb/login/usfmed1.
  2. Select Courses or History from the ExamSoft banner at the top of the page.
  3. Click the Manual Exam Upload button and click Browse.
  4. In the file explorer window, navigate to this folder: C:\ProgramData\Examplify\STBackups. You can do this by copying and pasting the folder path into the address bar in the file explorer as shown below. Then, hit the Enter key or click the Go arrow.



  5. Select the folder labeled with your Student ID followed by the name of the exam for which you are trying to submit answers.
  6. Select the .xmsl file in this folder and click Open.



  7. Click the Upload button to submit the file.

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Mac

  1. Log in to https://ei.examsoft.com/GKWeb/login/usfmed1.
  2. Select Courses or History from the ExamSoft banner at the top of the page.
  3. Click the Manual Exam Upload button and click Browse.

  4. In the finder window, navigate to this folder: /Library/Application Support/Examplify. You can do this by pressing the Shift + ⌘ + G keys at the same time, and then copying and pasting the folder path into the prompt as shown below. Press Go.



  5. Find and open the folder named STBackups. 
  6. Select the folder labeled with your Student ID followed by the name of the exam for which you are trying to submit answers.
  7. Locate the answer file with the extension '.xmsl' (without quotations).


  8. Click the Upload button to submit the file.

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Multiple Users Logged in Error

This error can arise when an exam taker clicks ‘Start Exam’ and specifically pertains to the actively logged in User Accounts on the computer. To resolve this, simply restart the device, which will automatically log out of all actively logged-in Computer User Accounts.

For additional information, refer to the main Examplify page.


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