Invigilated (RPNow) Online Exams

This book is maintained by SAS (Exams team) and the TIU. Any associated resources are nested below

3. Exam Day

3.3. Technical Support

Students must keep ALL references for any support obtained during the online exam. 

  • This report may be required if a secondary assessment form is submitted.
  • This includes a UniSA IT Help Desk reference number or an RPNow reference number, supporting chat transcript either downloaded (if via Live Chat) or emailed (if via phone chat) which will outline the issue.

UniSA IT Help Desk

  • UniSA Help Desk contact
    • within South Australia: 83025000
    • from interstate: 1300 558 654 (cost of a local call).
  • IT Help Desk should be contacted in the first instance.
    • IT Help Desk manage and maintain a list of frequently asked questions to help resolve issues.
    • Remote access to student computer can be used to resolve issues - student should download Team Viewer prior to the exam to expediate their enquiry should remote access be required.
  • IT Help Desk is contacted during an exam.
    • Students should use their phone on speaker.
      • Audio as well as video is recorded during an exam and the conversation with IT can be heard and would not be considered a violation of exam rules.
    • Request a service number and transcript of the call.
  • Where significant time has been lost from the exam time or the exam cannot be commenced or completed. 
    • Student may submit a request for special consideration, the transcript and service number should be submitted with the request form. 

RPNow Support

RPNow should be contacted if the student issue is specifically with the RPNow secure browser.

  • 'Contact Support' button is located on the toolbar at the top of the RPNow browser screen.

Contact Support button RPnow

  • RPNow support is a live online support chat.
    •  Remote access to student computer can be used to resolve issues.
    • The Contact Support button will create a live online chat conversation.  On completion, the student MUST download a copy of the chat transcript BEFORE closing the chat window.

  • If the student calls phone support, they should request an RPNow log of the service call and any service number particularly where significant time has been lost from the exam time or the exam cannot be commenced or completed.
  • Live support is also available if RPNow software cannot be downloaded therefore the 'Contact Support' cannot be accessed.

Academic Staff

  • Academic staff, if contacted, should advise students to contact the UniSA IT Help Desk in the first instance.
    • Academic staff are not expected to provide technical support.

SAS: Exams and Results Team

  • Are available during office hours (9:00am - 5:00pm) to assist with RPNow but do not provide technical support.
  • UniSA IT Help Desk should be contacted in the first instance for support. UniSA IT Help Desk will refer the call to RPNow if the issue is specifically related to the RPNow secure browser.