Screen froze during final exam

[StefanieMoreno]

I was taking my 2-hr final exam on canvas & with lockdown browser & had 2 questions & 16 minutes left when I attempted to scroll upwards & the screen went blank & froze. It has now passed the deadline for the exam, & when I look at the course from my phone, the exam shows as missing. Lockdown is telling me to force shutdown my computer since I cannot exit another way. Is it safe to assume all my work has been lost? Should I just exit out & reach out to my instructor again to determine how to resolve the problem? 

[dbrace · Accepted solution]

Hi @StefanieMoreno,

Welcome to the global Canvas Community! I am sorry that this happened to you.

There are a couple of things that I can say about this and aspects of it will vary depending on your instructor, the course, and how the final exam was designed.

Technically speaking your work should still exist in Canvas because of logging that is available to Canvas Support, your institution's LMS admin/support, and probably your instructor.

Even with that work potentially still existing, at this point (since it has been more than 12 hours), it is likely that you will be able to get back into the final exam unless:

1. if using a "Classic Quiz", your instructor did not use Canvas functionality to limit the amount of time per attempt.
2. if using a "New Quiz", your instructor is willing to use Canvas functionality to reopen the attempt and allow you to continue (also extending the amount of time that you have to finish)

Your instructor might also require you to start over or they may provide you with a second attempt, telling you to continue where you left off and then combine the scores together.

If this were to happen again in the future (and I hope it does not because it can be frustrating), while posting to the global Canvas Community might seem like the best option, I would recommend:

1. contacting your instructor directly (this shows initiative on your part)
2. follow your institution's steps for getting support related to Canvas (every institution has a different process because of what they offer, sometimes it is to report to the team that manages Canvas and at others it might be to reach out to Canvas Support using a toll-free phone number or live chat or email

I hope this helps you with steps for how to proceed now and in the future.

-Doug