2021 CLINICAL COMPONENT

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2021 CLINICAL COMPONENT

GUIDE TO TROUBLESHOOTING AND

CONTINGENCY MEASURES

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1. QUICK REFERENCE: PREPARATION AND PREVENTION ... 1

2. CONTINGENCY MEASURES ... 2

2.1 Overview ... 2

2.2 Activation of contingency plan ... 3

2.3 How it works ... 3

3. TROUBLESHOOTING SCENARIOS ... 6

3.1 I can’t start my proctoring session ... 6

3.2 I can’t connect to a proctor/I can’t see the LogMeIn chat box ... 8

3.3 I lost my connection to the exam platform ... 10

3.4 I lost my connection to my proctor and the exam platform ... 11

3.5 I was late entering the exam or I re-entered the exam after losing my connection ... 12

3.6 My video did not come on in the station ... 15

3.7 My audio did not come on in the station ... 16

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PREPARE YOUR WEB BROWSER:

 Download or update Google Chrome here.

 Reset your Chrome settings to default: instructions here.

 Add the ProctorU Extension to Chrome here.

 Save your ProctorU Sign In information to your browser.

PREPARE YOUR SPACE:

 Remove all clutter and prohibited items from your space.

 Ensure you are the only person in your space for the duration of the exam.

 Have an appropriately sized mirror on hand (for proctoring purposes).

 Confirm you have all the required props on hand.

 Set up your computer and webcam.

 Align your camera angle for the best view of your space.

PROBITED ITEMS

• Notebook, paper, pen, highlighter

• Food and beverages (other than water)

• Hair accessories or headwear (unless worn for religious reasons)

• Jewelry and watches

• Headphones, earphones, earplugs or microphones

• Smartphones/cell phones, calculators, electronic REQUIRED/PERMITTED ITEMS

• Valid ID—Canadian or foreign passport, Canadian driver’s licence or Canadian Permanent Resident card

• Dry erase whiteboard, two dry erase pens; whiteboard eraser

• All required props

• Eyeglasses (if required)

• Medications (no packaging or paper inserts allowed)

• One clear, plastic water

PREPARE YOUR NETWORK/COMPUTER:

 Connect to your router/modem via ethernet cable (highly

recommended) or to stable WiFi (if necessary).

 Disconnect all other devices from network (highly recommended).

 Confirm no or limited use of your network by other users for the duration of the exam (highly recommended).

 Plug your computer into a power source.

 If using someone else’s computer or network, confirm you have admin privileges. More info here.

 Run the Test Your Equipment feature in ProctorU here.

PROHIBITED TECHNOLOGY:

X Dual monitor configurations X Third-party antivirus software and

pop-up blockers X Windows 10 S Mode

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GUIDE TO TROUBLESHOOTING AND CONTINGENCY MEASURES

2. CONTINGENCY MEASURES

2.1 OVERVIEW

CAPR has prepared an extensive contingency plan that will allow you to ‘make up’ clinical stations directly after the end of your scheduled exam session. You will have access to these make up stations if technical issues beyond your control interfere with your opportunity to complete any of the six stations in your scheduled exam session on each day of the exam administration. The timing and structure of make-up stations is identical to clinical stations taken during the scheduled session.

The graphic below shows a candidate exam track with one station ‘missed’ during the scheduled session. The candidate will complete one make-up station during contingency time and then exit/complete the exam day.

CANDIDATE’S SCHEDULED CLINICAL COMPONENT SESSION:

Station 1 Station 2 Missed Station 3 Station 4 Station 5 Station 6 10 MINUTE BREAK FOR COMPLETION STATUS REVIEW

SESSION CONTINGENCY TIME:

Make-up Station Make-up Station Make-up Station Make-up Station Make-up Station Make-up Station EXAM DAY COMPLETE/CANDIDATE EXITS EXAM DAY

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2.2 ACTIVATION OF CONTINGENCY PLAN

If technical issues of any kind prevent you from completing one or more clinical stations, you will be rescheduled automatically to make up the ‘missing’ station during the session contingency time. You do not need to take any action.

2.3 HOW IT WORKS

After the completion of the sixth clinical station on each day of your Clinical Component administration:

Step-by-step Instructions Visual Aid

All candidates will enter a seventh (7^th) Pre-Encounter area and see a countdown timer at approximately 1 minute.

In the PDF viewer, you will see a note about next steps.

As indicated in the note:

When the countdown timer runs out, you will be automatically moved into a 9-minute holding station.

NOTE: The holding station is a Zoom breakout room that will appear like the clinical stations you’ve just completed. You will be the only person in your holding station, but you must allow your video to connect and join the station audio manually.

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\ GUIDE TO TROUBLESHOOTING AND CONTINGENCY MEASURES

During the time you are in the holding station, CAPR administrators will review your exam completion status.

If you did not have an opportunity to attempt one or more stations due to technical difficulties, you will be scheduled into make-up stations during the contingency session.

When the countdown timer runs out for the holding station, ONE OF TWO THINGS WILL HAPPEN:

If you have had the opportunity to attempt all six clinical stations in the session, you will see an exit screen. You may logout of the exam platform and end your proctoring session.

OR 1.

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If you have been scheduled to attempt one or more make-up stations, you will be automatically moved into the Pre-Encounter area for your first make-up station.

You will be automatically moved through any

subsequent make-up stations. The order of the make-up stations may vary from the original order in which you would have attempted the stations.

PLEASE NOTE: If more than one candidate is waiting to make up the same station during the contingency session, you may be transferred into a waiting room area prior to entering the Pre-Encounter area for a make-up station. Please be patient, and do not navigate away from the waiting room screen. You will be

transferred into the make-up station as soon as it is available.

When you have had the opportunity to attempt all scheduled make-up stations, you will see an exit screen.

You may logout of the exam platform and end your proctoring session.

l 2.

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3. TROUBLESHOOTING SCENARIOS

3.1 I CAN’T START MY PROCTORING SESSION

You’ve signed into ProctorU to begin the proctoring process, but you don’t see an option to start your session or you have trouble starting your session. PLEASE NOTE: CAPR highly recommends that you sign in to ProctorU in the days leading up to the Clinical Component to ensure your scheduled proctoring session is showing up in the ProctorU system.

1. Click the “Need Help? Chat Now!” tab at the bottom, right-hand side of the screen.

2. Complete the ProctorU Support Chat form.

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3. In the field “Please select the issue category below that represents your question”, select “Cannot connect to a Proctor/Start My Exam”.

4. Click “Start Chat”.

The ProctorU Support chat box will open.

5. Scroll down the Support Chat box to review help topics.

NOTE: You can also retrieve your phone/cell phone and call1-855-772-8678 and select option 2 to connect to a ProctorU support person.

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3.2 I CAN’T CONNECT TO A PROCTOR/I CAN’T SEE THE LOGMEIN CHATBOX

You have successfully started your proctoring session and attempted to download the LogMeIn desktop app, but you don’t see the ProctorU chatbox.

QUICK TIP: If you do not see the LogMeIn chat box after it appears to download:

1. Check your taskbar for the LogMeIn owl icon or plus icon.

2. Click the icon to maximize the app/chat box.

If you do not see a ProctorU icon:

1. Click the “Need Help?” button at the bottom, left-hand side of your screen.

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The ProctorU Support chat box will open.

2. Scroll down the Support Chat box to review help topics.

NOTE: You can also retrieve your phone/cell phone and call 1-855-772-8678 and select option 2

to connect to a ProctorU support person.

Need Help?

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3.3 I LOST MY CONNECTION TO THE EXAM PLATFORM

If you lose your connection to the exam platform, but you are still connected to ProctorU/the LogMeIn desktop app, your proctor can log you back into the system.

1. Click the LogMeIn owl or plus icon to maximize the ProctorU chat box.

2. Type a message to your Proctor, such as: “I have lost my connection to the SIMULATIONiQ platform. Can you please log me back in?”

Your proctor will navigate to the SIMULATIONiQ login page and log you back into your exam.

You will be placed back into your in-progress exam track (please see section 3.5 for additional

instructions).

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3.4 I LOST MY CONNECTION TO MY PROCTOR AND THE EXAM PLATFORM

If you lose your connection to your ProctorU proctor and the exam platform due to a complete internet or power outage, you will need to sign in to ProctorU to connect to a new proctoring session. You will then be re-admitted to your in-progress exam track.

1. Sign in to your ProctorU Account

You should now see a blue “Reconnect” button.

2. Click the “Reconnect” button to connect to download the LogMeIn desktop app and connect to a proctor (see Module 4, Section 4).

The proctor will see in your ProctorU profile that you have already completed the complete proctoring process.

The proctor will confirm no prohibited items or conditions have been introduced into your space.

The proctor will navigate to the SIMULATIONiQ login page and log you in to your in-progress exam track (see section 3.5 for additional instructions).

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3.5 I WAS LATE ENTERING THE EXAM OR I RE-ENTERED THE EXAM AFTER LOSING MY CONNECTION

If you are admitted to the Clinical Component late or if you lose your connection to the exam platform and need to be re-admitted, you will enter your exam track already in-progress.

Upon entry to the exam platform, you will see a screen that looks like a waiting room, but without a countdown timer.

1. Click the orange “Start Pre-Encounter” button.

You will be moved into the Pre-Encounter for a station ALREADY IN PROGRESS. Proceed ONE OF THE THREE ways listed below:

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If the countdown timer for the station is running but has not yet reached 2:00 minutes (Saturday) or 1:00 minute (Sunday):

YOU WILL CONTINUE WITH THE PRE-ENCOUNTER.

When the countdown timer reaches 0:00, you will be automatically moved into the station. Continue with the station.

If the countdown timer for the station is running and is below 2 minutes (on Saturday) or below 1 minute (on Sunday),

YOU WILL NOT BE REQUIRED TO CONTINUE WITH THE STATION AT THIS TIME.

You will be automatically rescheduled to make up the station during the contingency session. When the countdown timer reaches 0:00, you will be moved

automatically into the station. After connecting audio for the station

1. Say aloud, “I did not receive the required time to complete the pre-encounter for this station.”

You will wait in the station until the countdown timer runs out. You will then be moved automatically into the

Finish

2:10

0:45 1.

2.

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If...the countdown clock is at 0:00:

YOU WILL NOT BE REQUIRED TO CONTINUE WITH THE STATION AT THIS TIME.

You will be rescheduled to re-take the station during the contingency session.

To continue with your exam, you must:

1. Click the orange “Finish” button at the top right of the screen.

You will be moved into the station, where you will wait until the station timer runs out. You will then be moved automatically into the pre-encounter for your next station. Continue with your exam.

0:00 3.

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3.6 MY VIDEO DID NOT COME ON IN THE STATION

You may have clicked the “Join Audio by Computer” button before your video connected automatically.

1. Click the “Start Video” button, located in the bottom, left-hand side of the Zoom screen to join video manually.

Your video should connect.

If your video does not connect by the time the

countdown timer hits 9:30 for a 10-minute station and 4:30 for a 5-minute station, YOU WILL NOT BE

REQUIRED TO CONTINUE WITH THE STATION. You will be scheduled to make up the station during the

contingency session.

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3.7 MY AUDIO DID NOT COME ON IN THE STATION

You have already clicked the “Join Audio by Computer” button, but your audio is not working.

1. Check to see if your microphone is muted.

2. Click the microphone button, located in the bottom, left-hand side of the Zoom screen to unmute your audio.

If your audio is not working by the time the countdown timer hits 9:30 for a 10-minute station and 4:30 for a 5-minute station, YOU WILL NOT BE REQUIRED TO CONTINUE WITH THE STATION. You will be scheduled to make up the station during the contingency session. The station will become a waiting room