Frequently Asked Questions


ZU


ZU

ZU

ZU

z
 

What should I prepare before the electronic exam date?


Your test may require Respondus Lockdown browser. So please be aware of the following points:

1) Ensure that you have reset your Email/Blackboard password at least one week before your exams.

2) Ensure that you have a working computer with camera/microphone (if it is required in the exam) and working charger at least one day before the exam. Also make sure you are in a location with an adequate internet connection.

3) Make sure that you do not have any other application such as torrents, streaming services (Netflix, YouTube, Amazon Prime) running in the background as this can cause degradation of your internet connection and cause your exam to be unresponsive.

4) You should have the latest Respondus Lockdown Browser version installed in your computer. If you don’t have Respondus lockdown browser installed, please check this tutorial.

5) Start the Lockdown Browser after the install to ensure it is working correctly.

6) For Arabic exams, ensure that the language shortcut for keyboard setting is enabled.

  • For Mac users:
  • Go to Settings – Keyboard

zu

  • Click the Shortcuts – Input Sources.
  • Tick the English and Arabic languages. Please take note of the shortcut commands such as command + space or ctrl + space.

ZU

  • During the test, you can use the shortcut to switch language.

  • For Windows 8 users

  • Go to Start – Search Control Panel – Language.

  • For Windows 10 users, Go to Start – Control Panel – Click Change Input Methods.

  • In the language list, ensure that English and Arabic are available. Otherwise, please click Add Language.

zu

  • Click Advanced Settings

  • Click Change Language bar hot keys

  • Take note of the shortcut command

z

  • During the test, you can use the shortcut keys to switch language.


7) Please contact IT Service Desk for technical support if you are unable to install and login to Lockdown browser.

Where do I get the Respondus Lockdown Browser?


Respondus Lockdown Browser is a locked browser for taking tests in Blackboard Learn. It prevents you from printing, copying, going to another URL, or accessing other applications during a test. If a Blackboard test requires that Respondus Lockdown Browser be used, you will not be able to take the test with a standard web browser. You can the Lockdown Browser by following this guide:

1. Please login to Blackboard

2. In the My Institution Tab, please click Download Applications.

z

3. Please click the Respondus Installation link.

z

Or, please click this link to download Zayed University Respondus Lockdown Browser: http://www.respondus.com/lockdown/download.php?id=399140242

Video Tutorial

Here is a video tutorial on how to Install Lockdown Browser on Window: www.youtube.com

Here is a video tutorial on how to Install Lockdown Browser on Mac: www.youtube.com

Please contact IT Service Desk for technical support.

I cannot find the test link.


Usually, the exams are placed in the Instructor’s Assessments or Common Course Assessments content areas on the course menu. Please inform your instructor if you’re unable to locate test link. The test can be made unavailable by the instructor until a certain date and time.

Lockdown Browser froze during a test and I cannot exit


Click the (x) icon of the Page tab on the Top to exit. If the "Student Early Exit" feature has been made available by your instructor, you can exit the exam and provide a reason. Upon exiting, you'll first see this warning:

z

If you choose to close the browser, you will then be required to provide a reason for exiting the session:

z

Your instructor/proctor should enter the "Proctor Exit Password" to close Lockdown Browser.

If it’s not possible to exit, the only other option is to restart your computer. This is the only option if the page freezes and showing white page with an error message.

You will have to force a reset by pressing the power button for few seconds. Depending on your computer, it may prompt you to restart or it will shut down.

Based on the test settings, you should be able to resume the test when you login to Blackboard or your instructor needs to allow additional attempt.

Error Saving Answers during Electronic Exam


A pop-up error showing “It’s taking longer than expected” or “We’re unable to save your answers. Please check your network connection before continuing with the test”.

The warnings are part of Blackboard "auto save" functions indicating the answers could not be saved to the Blackboard server.

As soon as you see the first "Save Answer (Failed)" or the pop-up warning, you should not continue answering especially on essay questions. Ignoring the "Save Answer (Failed)" warnings will complicate the issue of losing answers. Please notify your instructor when you see the warning/error.

Please try to click “Save All Answers” or “Save Answer” a few times until it works or you will have to use the Student Early Exit to close the Lockdown Browser with a valid reason, resolve any underlying connection issue, restart the browser, and continue the exam. Depending on the test settings, you should be able to resume the test or your instructor needs to allow additional attempt.

Note: Before closing the exam, it is advised to take a picture of your answer incase the answers are not saved as there are chances it might not show up after the restarting the exam.

To close the lockdown browser, click the (x) icon of the Page tab on the Top to exit. If the "Student Early Exit" feature has been made available by your instructor, you can exit the exam and provide a reason.

Upon exiting, you'll first see this warning:

z

If you choose to close the browser, you will then be required to provide a reason for exiting the session:

z

Your instructor/proctor should enter the "Proctor Exit Password" to close Lockdown Browser.

z
 

Are there any video tutorials available?


Yes, Blackboard have a great list of tutorials on YouTube for students. They are all available in a playlist and can be found here: www.youtube.com

Please check the link https://web.respondus.com/lockdownbrowser-student-video/ for more information on Lockdown Browser.

Is my browser compatible with Blackboard?


In ZU Blackboard login page (https://learn.zu.ac.ae), please click the Test Your Browser button for the browser test report. You can also check out the Browser Support link which lists of browser versions supported by the current version of Blackboard.

For technical support, please contact IT Service Desk.

How to contact IT Service Desk


In case of any issue, kindly contact IT Happiness Centers using any one of the below mentioned methods

Email – IT.ServiceDesk@zu.ac.ae

Web – http://sanad.zu.ac.ae  (through extranet while off campus)

Phone - Abu Dhabi – 02 599 3666, Dubai – 04 402 1777

What can I do if I feel anxious, stressed, and can’t cope with the current situation?


Students can have online appointment with one of the Student Counseling center counselors who can provide the psychological support for the student. The first appointment will help you to identify your needs and connect you with the appropriate services to help you during this time.

How can I book an appointment with a counselor?


You can send email to our Admin Officers and they will contact you to book the appointment.

AUH Campus: Amal Bin Alawi Amal.BinAlawi@zu.ac.ae

DXB Campus: Sara AlMarzooqi Sara.AlMarzooqi@zu.ac.ae

Students with health conditions who need accommodations due to their health conditions


If the student is already registered with SCC as a Health Condition (HC), the Outreach Officer (Wafaa AlHadhrami Wafaa.AlHadhrami@zu.ac.ae) will communicate with the college to accommodate the student.

If the student is not registered, the student must submit a medical report, and contact the clinic by phone or WebEx meeting to discuss the health condition and accommodation needed.

What If I don’t have a medical report?


It is recommended for the student to issue a medical report online if this service is available, but in case the student couldn’t provide a medical report, the medical staff will review the visits history of the student in the clinic system, DHA system (for DXB Campus), or contact the clinic that the student is following.

What is the clinic number?


AUH Campus Clinic (CMC): 02-5993601

DXB Campus Clinic (Wellness Center): 04-4021766

z
 

When is my registration period?


All student receives a personal email notification of their registration time. you can also view the time through registration link the banner web under the option  “Prepare for registration

zu

zu

Is the registration period depends on the earned hours or including this semester?


It depends on Earned Hours Plus Current Semester registered hours.

How can I know the courses I should register in?


During Advising week the week before online registration period, the student can discuss with his/her advisor the courses he/she needs to enroll depending on the student's academic plan.

How can I get my PIN number for online registration?


Students can contact their advisors during the advising week to get the PIN number to be able to access the link and register smoothly.

What if I faced technical issue while registering?


You can send an email to RegistrarAuh@zu.ac.ae or RegistrationHelpAUH@zu.ac.ae and provide a screenshot of the problem.

What if my Alt Pin number is not working?


Your advisor can confirm and provide you with the Alt pin.

What if the course I want to register is close?


Please register in a waiting list if provided by course college owner. You can also refer to your advisor for guidance regarding alternative courses.

How do I know what courses to register?


Go to SAP application in the Tap degree audit to review your 8 semester plan. You can view what courses to register in the Tap projection.

What if the minor courses I want to register doesn’t show in the projection. How do I register?


Your minor courses are showing in the 10 semester and can be viewed in SAP under the tap degree audit. If you wish to take the minor course before then you advisor can assist you during and after online registration to register in those courses.

z

Technical Issues

 

Can IT help me with the maintenance of my laptop?


IT will provide assistance for software issues only during this emergency period.

Can I borrow a laptop from ZU during remote learning period?


Please check with IT to see if they have any availability under the loan system.

Why does Adobe Connect not work properly sometimes?


Due to the increased demand for Adobe Connect during Remote Learning sometimes there can be interruptions. If you cannot log into your classroom or if you are logged out for any reason this is what you should do;

A. First try to log in again.

B. Send an email to your lecturer explaining what happened. Please include times.

C. Send an email to IT explaining what happened.

Who should I contact if I encounter technical difficulties with Zayed University platforms?


First send an email to your lecturer explaining the problem. Then report the incident, via email, to IT.


SAS Services

Can I borrow assistive technology devices from ZU during remote learning period?


Please contact the SAS specialist an assistive technology device or software will be provided. However, please remember that you will be required to sign out the device and if it is broken you will be responsible for it.


Course and Exam Related Issues

Will my attendance be counted during online classes?


Yes, your attendance will be counted and if you reach 15% absenteeism for the semester you will receive a WF grade.

Will my attendance be counted during online classes?


Yes, your attendance will be counted and if you reach 15% absenteeism for the semester you will receive a WF grade.

Can I receive the recording of the lecture?


Yes you can, but you must request it from your lecturer.

Is it necessary to open the webcam during final exams?


You must follow your lecturer’s instructions. All final exams require the webcam to be turned on, as per the Ministry of Education’s directives.

Can I change my exam date?


If you wish to change the date of an exam, you must have a very good valid reason. First ask permission from the lecturer, and then contact your SAS specialist.

If I am on Probation, am I going to be exempted from academic warnings and dismissal during Remote Learning?


This depends on whether you accept the grade given or choose the pass/ no pass grade. If you chose the pass/no pass grade you will remain on the same Probation warning for the next semester. If you accept the grade then, depending on the grade, you might get a higher CGPA.

Will my GPA be affected during Remote Learning?


If you accept the pass/ no pass grade then your CGPA will remain the same. If you choose the grade then the CGPA will change.

I am a low vision student and I use assistive technology devices, like the iPad, while taking my exams remotely. Will this be perceived as cheating?


No, but three days before the exam you must contact the SAS specialist and lecturer, and explain the situation.

z
 

How to connect an external web camera to my windows laptop?


Install Your Webcam Software

Before you can use your webcam, install its drivers on your computer. Depending on the webcam, it either came with a CD containing the drivers or with instructions to find the drivers online. If your PC doesn't have a disk drive, go to the "No CD Drive or Disc Available?" section of this guide.

Use a CD

  • Unless otherwise instructed, insert the disk that came with the webcam before you plug it in. Windows recognizes that you are attempting to install software and starts a wizard to guide you through the process.

  • If the wizard doesn't start automatically, go to the Windows taskbar and select File Explorer (on Windows 10) or My Computer (on older versions of Windows). Or, in the Search box, enter This PC. Then, click the CD drive (usually E:) to install the files on the disk.

No CD Drive or Disc Available?

  • If the web camera didn't come with a software disc, plug the camera in.

  • Most often, Windows recognizes it as new hardware and can use it. If Windows can't use the webcam, you're guided through the process of searching for drivers (either online or on your computer) to use it.

  • To use Windows Update to look for drivers manually, go to the Search box and search for Device Manager.

  • The Device Manager displays a complete list of devices on the computer. Go to Cameras or Imaging Devices, right-click the webcam, then select Update driver. Walk through the wizard to see if Windows can find the drivers.

  • This should install the driver automatically from windows update services. If you still are not able to install the webcam driver, please contact the IT Service Desk.

Contact IT Service Desk if you have any issues.

In case of any issue, kindly contact IT Happiness Centers using any one of the below mentioned methods

z
 

How to connect to Adobe Connect Session?


Always connect using Adobe Connect app and not through the browser. Install the Adobe Connect app using the links mentioned below.

Adobe Connect App Download link for both students and faculty

For Windows:  http://www.adobe.com/go/Connectsetup

For Mac: http://www.adobe.com/go/ConnectSetupMac

Use an internet browser, preferably Google Chrome, to access the adobe connect session.

When the browser prompts to use the browser or Adobe Connect app, choose to use Adobe connect app as shown

zu

If you have the adobe connect app installed, connect to the session by coping the link shared by your faculty and pasting it in the adobe connect app as shown below and join in as a Guest using your Full Name and Student ID.

zu

My Adobe Connect room appears to freeze or sound cuts out entirely, what should I do?


Quit Adobe Connect app and re-connect the session by clicking the link shared with you by the faculty.

This could also be related to connection speed issue; it is advised to try to work as close to the wireless router as you can.  Also make sure that you do not have any other application such as torrents, streaming services (Netflix, YouTube, Amazon Prime) running in the background as this can cause degradation of your internet connection and cause your exam to be unresponsive.

Also ensure that the connectivity indicator within Adobe is green as shown below

s

There is loud feedback during the session, how can I reduce it?


It is possible someone whose microphone is on and is listening to the session on their speakers. this sound from the speakers is picked up by their microphone, causing feedback.

Solution is to Wear headsets/headphones/earbuds and turn off speakers. Your instructor might disable your microphone access if loud feedback continues to cause problems.

How to test my Adobe Connect connection or ensure my audio setup?


Use the Adobe Connect diagnostic test to ensure that your computer and network connections are verified to provide you with the best possible Adobe Connect meeting experience.

To run the diagnostic test, Adobe Connect application for desktop must be installed as mentioned here

You can access the pre-meeting test at the following URLs. See below for a list of all the links for the hosted clusters.

https://zu.adobeconnect.com/common/help/en/support/meeting_test.htm

https://zayedu.adobeconnect.com/common/help/en/support/meeting_test.htm

Click on Run Diagnostic test to check and select to open Adobe Connect

z

zu

The test result should show as follows

zu

Select the Configure Audio option to check your audio configuration as follows

Click Next on the screen that follows

zu

If it does not show the speaker, click Next for Adobe connect to choose the default speaker

zu

Play sound to check if the speakers are fine and you can hear the sound being played.

zu

Select Next to check if your microphone is working fine.

zu

Hit the Record button and play it when it finishes to check if your microphone is working fine.

zu

Finish the audio configuration by performing the silence test, ensure that you are in a silent place and maintain silence till the progress bar finishes

zu

Your audio is configured and should receive a Success message. If your tests are successful, you can continue to join the session as detailed above.

My microphone isn’t working or others cant hear me, what should I do?


Be sure your microphone is plugged in BEFORE you log in to Adobe Connect.  Otherwise, quit Adobe Connect, plug in your microphone, and log in again.

For Mac systems, check that Adobe Connect is enabled in Security & Privacy under Camera and Microphone as shown below.

ZU

In Adobe Connect application, ensure you have enabled Flash settings for camera and microphone as shown below.

ZU

Also perform a connection test to ensure your connection and audio configuration is working fine as detailed here

I can’t get Adobe Connect to load correctly, it shows (‘white loading screen’), what should I do?


Be sure your microphone is plugged in BEFORE you log in to Adobe Connect.  Otherwise, quit Adobe Connect, plug in your microphone, and log in again.

For Mac systems, check that Adobe Connect is enabled in Security & Privacy under Camera and Microphone as shown below.

ZU

In Adobe Connect application, ensure you have enabled Flash settings for camera and microphone as shown below.

ZU

Also perform a connection test to ensure your connection and audio configuration is working fine as detailed here