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Technical 

 I cannot log into Moodle, what should I do?

If you have forgotten your password, contact the ISD service desk 

 I do not have access to the Moodle course associated with my exam, what should I do?

Contact your department office as soon as possible as they will be able to enrol you on the course.  For students that are due to take deferred/resit you will need to be enrolled on the 2019/20 Moodle Course for your modules.

 I cannot see my Late Summer Assessment exam, what should I do?

Late Summer Assessment exams will only be visible to eligible students. If you are expecting to sit a Late Summer Assessment exam but it is not visible on Moodle, please contact the exam team through askUCL.

 My file is more than 100MB – what can I do?

It may be necessary to compress a document so it is small enough to be uploaded to Turnitin. This is especially true for documents that contain many images.

  • If you are submitting a Microsoft Word document then you may need to compress the images within this document in order for it to meet the requirements of Turnitin. Advice on how to reduce file size can be found on the Microsoft Office website.
  • If after compressing the file, it is still over 100MB. Use the Emergency Exam submission form to upload your exam script (exams have now been completed the form will be available during the next assessment period- please contact your department directly for assistance)
 Where is my similarity report?

For your online exam, your similarity report will NOT be visible. Your tutors will however be able to view it and may refer to it when grading your work. 

 How many files can I upload? 

You can only upload one file/document. Consolidate all your work into a single file. Guidance for submitting Handwritten text is available.

 I haven’t received an email from Turnitin confirming my submission, what should I do?

If your upload has been successful you should receive an email from Turnitin confirming the submission.  This should occur within the first 10 mins of making the submission.  The email will come through to your UCL email account. If you do not receive this email, try the following:

  • Check your spam/ junk folder.
  • Navigate back to the submission inbox and ensure your upload has been successful. Do you see a Paper ID? If so, then select the 'View Digital Receipt' option and reprint.
  • If none of the above resolve the issue, raise a query using the Technical support form (Exams have now been completed. The form will be available during the next assessment period- please contact your department directly for assistance).
 I am unable to upload my file, what should I do?

This could be due to various reasons:

  • Check the file size, is it bigger than 100MB? If so, please see the guide on reducing the size of images in Microsoft office.
  • Check your internet connection. A slow connection might slow down the submission process.
  • If none of the above resolve the issue please complete the form - Problems uploading your work to Turnitin?(Exams have now been completed. The form will be available during the next assessment period- please contact your department directly for assistance)
 Why does my Submission Inbox show ‘Submit to Turnitin’? 

This might mean that your submission was unsuccessfulNavigate back to the submission inbox and confirm that a submission has been made.

 Do I have to use Microsoft Word?

The answer sheet is provided as a Microsoft Word document. We strongly recommend that you use Microsoft Word for your submission as well. The software is available for all students to use. For more information see Microsoft software available.

 How do I add handwritten notes / diagrams / equations?
 When transferring images from Office Lens to OneDrive I get a 'Waiting for transfer' message?

If the "Waiting for transfer" message does not disappear, and your images do not appear on OneDrive, try using an alternative method to transfer the images. For example, save the images to your phone's Gallery and then use a cable or email them to yourself to transfer the images over to your computer. 

 Do I need a VPN / Desktop@UCL Anywhere?

No. Neither is required to access Moodle or your exam paper. Using VPN and Desktop@UCL may slow down your experience. 

 How do I attach the answer sheet?

An answer sheet has been provided for you to complete. Download it and save it using the naming convention specified. You can then start typing your response (s) directly on your copy of the answer sheet. If you need to submit work that you need to hand write or draw diagrams these will need to be inserted  into your answer sheet.

Exam papers and regulations

 Where is my exam timetable?

You will have been sent an email containing your exam timetable. You can also view your exam timetable via Portico.

Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations

 What timezone shoud I refer to when viewing the exam timetable?

All times displayed on the Exam section of your Moodle course are UK times, BST (UTC+1).

Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations

 What happens if I submit late?

All submissions must be made within the 24-hour submission window, failure to submit on time may result in a non-submission and you be deemed as absent from the exam.

It is essential that you do not leave submission of your exam to the last minute to allow sufficient time for you to upload your exam paper.

If you encounter any problems submitting/uploading your work to Turnitin e.g. files over 100MB please use the Emergency Submission form (Exams have now been completed. The form will be available during the next assessment period- please contact your department directly for assistance).

Late submission will only be authorised if there is a reason, such as a technical issue that has made it impossible for you to submit. If you submit late, you will need to apply for extenuating circumstances through askUCL.

 I have a question about the exam paper. Who should I contact?

Please use the Examination Paper Query section contained in the answer sheet available on the relevant Moodle course containing your exam if you need to raise a non-urgent query with your examination paper. This form should be used for you to note your query and, if relevant, any assumptions that you have made to enable you to complete the question(s). Submit the Examination Query Form with your examination answer sheet. After submitting your examination script and examination query form, your department will investigate your query and decide on whether it needs to be considered when deciding your final mark. Assumptions made to re-write or re-phrase the question to a more favourable question will NOT be taken into account.

 How many times will I be able to upload my submission?

You will only get ONE opportunity to submit/upload your exam answer sheet.

Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations

 I am on the course but cannot find the submission Inbox

The submission inbox will be located just below the exam paper and answer sheet on the relevant Moodle course. If you are unable to find it, please complete the technical query form: Technical Query Form (Exams have now been completed. The form will be available during the next assessment period- please contact your department directly for assistance).

 I uploaded the wrong file, what should I do?

Please send the correct file to the emergency exam submission inbox: Emergency Exam Submission Form. Please note, for any submissions past your submission deadline, will only be accepted if you have extenuating circumstances or encountered a technical issue. The submitted file will be forwarded to your Department team and they make decision on whether to accept the file.

 Will I be able to resubmit my exam paper?

You will only get ONE opportunity to submit your exam paper. 

 How long should you wait, if you have a submission problem, before you use the alternative Submission Form?

Please do not leave it to the last minute if you are experiencing submission issues. If you feel you do not have enough time, use the alternative submission form, as we may not be able to resolve your query before your submission deadline time. Send the correct file to the emergency exam submission box, please note any submissions past the deadline will not be accepted: Emergency Exam Submission Form (Exams have now been completed. The form will be available during the next assessment period- please contact your department directly for assistance).

Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations

 I don’t remember my candidate number, what do I do?

Your candidate number can be viewed from myStudies on Portico.

 I am unable to start or finish my exam, what should I do?

If you are unable to attempt an exam due to extenuating circumstances – please refer to the Exam webpages for more information on how to apply for a deferral.

Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations

 Word Counts – do they apply to my exam?

The word count is set as an indicator of the amount of time that you should be spending on your examination, the work that you are expected to undertake will be of a similar work effort that you would have undertaken in an examination hall. You will not achieve a higher grade for writing more than you have to. If you exceed the overall word count/page limits on your examination your department may apply penalties. Word counts are displayed on the Exam Page within each Course page in Moodle.


Please see the website for Guidance to University Regulations for Online Exams  https://www.ucl.ac.uk/students/exams-and-assessments/guidance-students-online-examinations


Help and Support:

For emergency help and support, on the day of your exam, please fill out the correct form and we will try and get back to you: 

(Exams have now been completed. The forms will be available during the next assessment period- please contact your department directly for assistance).

  1. Technical support:  If you have any technical queries on the day of your exam, please complete and submit this form.
  2. Problems uploading your work to Turnitin?:  If you encounter any problems submitting/uploading your work to Turnitin e.g. files over 100MB please use this link to submit your exam answer sheet.
  3. Problems with the exam paper? If the exam paper is wrong and you need to raise an urgent query regarding the paper please submit this form.

If you cannot access the links, then please call the Service Desk on 020 7679 5000 (internal 25000) and press option 1 for Exams Support. 

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