Session Issues

A VE can’t join the session

Symptom: A VE sees an error when trying to join, or doesn’t appear in the VE list.

  1. Confirm the VE has a completed ExamTools account — callsign verified and VEC accreditation on file.
  2. Confirm the VE has been added to the session. See Add VEs to a session →
  3. Confirm the VE is accredited by the same VEC as the session.
  4. Confirm the session is in In progress status. VEs cannot join a session that hasn’t been started yet.
  5. Ask the VE to try refreshing the page or clearing their browser cache.

An applicant can’t access their exam

Symptom: The applicant’s exam URL shows an error or the exam won’t load.

  1. Confirm the applicant is checked in to the session and an exam element is selected for them.
  2. Check that the applicant is using a supported browser.
  3. Ask the applicant to try a different browser or device.

Form 605 is stuck / signatures aren’t saving

  1. All signing VEs must have a signature profile set up before the session.
  2. Each VE must sign from their own logged-in account — one person cannot sign on behalf of another.
  3. If a signature doesn’t appear after clicking Apply Signature, try refreshing the session page.

I accidentally closed a session early

Use the Unfinalize Session button on the session page to reopen it. This action can put session data into an inconsistent state, so only proceed if you are certain you need to reopen the session.