স্কিপ করে মূল কন্টেন্ট এ যান

Common Issues & Solutions

Quick solutions to frequently encountered problems in Testify.

Login Issues​

Can't Login​

Problem: Unable to log in to Testify

Solutions:

  1. Verify email and password are correct
  2. Check if Caps Lock is on
  3. Try password reset
  4. Clear browser cache and cookies
  5. Try different browser
  6. Check internet connection

Forgot Password​

Solution:

  1. Click "Forgot Password" on login page
  2. Enter your registered email
  3. Check email for reset link
  4. Click link and set new password
  5. Login with new password

Account Locked​

Problem: Account locked after multiple failed attempts

Solution:

  • Wait 30 minutes and try again
  • Contact administrator
  • Use password reset option

Exam Issues​

Can't Start Exam​

Possible Causes:

  • Exam not yet started
  • Exam already ended
  • Not assigned to you
  • Browser compatibility
  • Technical requirements not met

Solutions:

  1. Check exam schedule
  2. Verify you're assigned
  3. Use supported browser (Chrome, Firefox, Edge)
  4. Enable camera/microphone if required
  5. Disable browser extensions
  6. Contact teacher

Exam Submitted Accidentally​

Problem: Accidentally clicked submit

Solution:

  • Contact teacher immediately
  • Explain situation
  • Teacher may allow retake
  • Check if multiple attempts allowed

Lost Connection During Exam​

Problem: Internet disconnected during exam

Solution:

  1. Reconnect to internet
  2. Refresh page
  3. Login again
  4. Resume exam (progress saved)
  5. Contact teacher if issues persist

Timer Not Working​

Problem: Exam timer not counting down

Solutions:

  • Refresh page
  • Check system time
  • Try different browser
  • Contact support

Question Issues​

Can't See Images​

Problem: Images not loading in questions

Solutions:

  1. Check internet connection
  2. Refresh page
  3. Clear browser cache
  4. Try different browser
  5. Report to teacher

LaTeX Not Rendering​

Problem: Mathematical formulas not displaying

Solutions:

  • Refresh page
  • Clear cache
  • Update browser
  • Check internet connection
  • Report issue

Can't Type Answer​

Problem: Answer box not accepting input

Solutions:

  1. Click inside answer box
  2. Check if read-only
  3. Try different browser
  4. Disable extensions
  5. Refresh page

Proctoring Issues​

Camera Not Working​

Problem: Webcam not detected

Solutions:

  1. Grant camera permission
  2. Check camera connection
  3. Close other apps using camera
  4. Try different browser
  5. Restart computer
  6. Use different camera

Microphone Not Working​

Problem: Microphone not detected

Solutions:

  1. Grant microphone permission
  2. Check microphone connection
  3. Test in system settings
  4. Try different browser
  5. Use different microphone

Too Many Violation Warnings​

Problem: Getting false violation alerts

Solutions:

  • Ensure good lighting
  • Stay centered in camera
  • Avoid looking away
  • Close other tabs
  • Contact teacher to review

Performance Issues​

Slow Loading​

Problem: Pages loading slowly

Solutions:

  1. Check internet speed
  2. Close unnecessary tabs
  3. Clear browser cache
  4. Disable extensions
  5. Try different browser
  6. Check system resources

Browser Freezing​

Problem: Browser becomes unresponsive

Solutions:

  1. Close other tabs
  2. Restart browser
  3. Clear cache
  4. Update browser
  5. Check RAM usage
  6. Restart computer

Upload Failed​

Problem: Can't upload files

Solutions:

  • Check file size (max 10MB)
  • Verify file format
  • Check internet connection
  • Try different browser
  • Compress file if too large

Results Issues​

Can't See Results​

Problem: Results not visible

Possible Reasons:

  • Results not yet published
  • Grading in progress
  • No permission
  • Technical issue

Solutions:

  1. Wait for teacher to publish
  2. Check notifications
  3. Refresh page
  4. Contact teacher

Wrong Score Displayed​

Problem: Score seems incorrect

Solutions:

  1. Review answer breakdown
  2. Check marking scheme
  3. Verify all questions graded
  4. Contact teacher
  5. Request re-evaluation if needed

AI Features Issues​

AI Not Responding​

Problem: AI Tutor or generation not working

Solutions:

  • Check internet connection
  • Verify credits available
  • Try rephrasing question
  • Refresh page
  • Contact support

AI Generated Wrong Content​

Problem: AI output is incorrect

Solutions:

  • Regenerate with better prompt
  • Edit manually
  • Report issue
  • Use manual creation

Mobile Issues​

Mobile Not Supported​

Problem: Features not working on mobile

Solution:

  • Use desktop/laptop for exams
  • Mobile for viewing only
  • Some features desktop-only
  • Check system requirements

App Not Available​

Problem: Looking for mobile app

Solution:

  • Use web browser
  • No dedicated app currently
  • Mobile-responsive website
  • Bookmark in browser

Browser Issues​

Unsupported Browser​

Problem: Browser not compatible

Supported Browsers:

  • ✅ Chrome 90+
  • ✅ Firefox 88+
  • ✅ Edge 90+
  • ✅ Safari 14+

Solution:

  • Update browser
  • Use supported browser
  • Enable JavaScript
  • Enable cookies

Extensions Interfering​

Problem: Browser extensions causing issues

Solutions:

  1. Disable all extensions
  2. Try incognito/private mode
  3. Test which extension causes issue
  4. Keep extensions disabled for exams

Account Issues​

Can't Update Profile​

Problem: Profile changes not saving

Solutions:

  • Check required fields
  • Verify email format
  • Check internet connection
  • Try different browser
  • Contact support

Email Not Received​

Problem: Not receiving emails from Testify

Solutions:

  1. Check spam/junk folder
  2. Add support@edukali.ai to contacts
  3. Verify email address correct
  4. Check email filters
  5. Try different email

Payment Issues​

Payment Failed​

Problem: Unable to complete payment

Solutions:

  • Verify card details
  • Check sufficient balance
  • Try different payment method
  • Contact bank
  • Contact support

Credits Not Added​

Problem: Purchased credits not showing

Solutions:

  1. Wait 5-10 minutes
  2. Refresh page
  3. Check transaction status
  4. Contact support with transaction ID

Data Issues​

Data Not Saving​

Problem: Changes not being saved

Solutions:

  • Check internet connection
  • Don't use incognito mode
  • Enable cookies
  • Try different browser
  • Contact support

Lost Work​

Problem: Work disappeared

Solutions:

  • Check auto-save
  • Look in drafts
  • Check browser history
  • Contact support
  • Enable auto-save

Getting Help​

When to Contact Support​

Contact support if:

  • Issue persists after trying solutions
  • Critical exam issue
  • Payment problems
  • Data loss
  • Security concerns

How to Contact​

Support Channels:

What to Include​

When Reporting Issue:

  • Detailed description
  • Steps to reproduce
  • Screenshots if possible
  • Browser and version
  • Error messages
  • Your account email

Prevention Tips​

Avoid Issues​

✅ Best Practices:

  • Use supported browser
  • Stable internet connection
  • Keep browser updated
  • Clear cache regularly
  • Test before important exams
  • Save work frequently
  • Follow system requirements

Next Steps​

Need Help?​