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Tests Timing Out

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My students keep having tests time out even though I have not set a time limit on them. I am a Basic user (as are the 8 of us teaching what I teach in our district), and we have been using Schoology for all of our classes for 6 years now. THis has never happened before. Any ideas?

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7 comentarios

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    Yimei Shao Comentario oficial

    Hi Mr. Mosier, 

    Sorry to hear you're experiencing this issue. 

    I'm going to submit a ticket on your behalf with our Support team. You will receive an email regarding the ticket. Someone will reach out soon. 

    Best, 

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

  • 0
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    Jessica Kruse

    I have been experiencing this same issue since Saturday 12/14.  Can I get someone from support to help?

  • 0
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    Yimei Shao

    Hi Jessica, 

    Sorry to hear you're experiencing this issue as well! 

    I've gone ahead and submitted a ticket on your behalf with our Support team. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

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    Jessica Kruse

    This is the second time for this same issue to happen to me and my students.  Can I get someone from support to help?  Can I also understand why this is occurring?  Is it an issue within Schoology or am I not using the correct settings on my tests?

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    Yimei Shao

    Hi Jessica, 

    We apologize for any frustration and confusion. 

    This issue should have been resolved and communicated to you in December. Did you receive our communication regarding this on December 16th? 

    Are you experiencing the exact same behavior currently? 

    To clarify -- despite not setting a time limit for your test/quiz, students are receiving time out errors? Can you provide a screenshot of the error message? Is this occurring with all test/quizzes or one in particular? Is it the same test/quiz from December? 

    As much detail about the behavior you're experiencing as possible will go a long way in helping us resolve this for you. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

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    Jessica Kruse

    It was resolved for that particular test in December, but now the same issue is happening with my current test.  I was never told exactly what the issue was or how it was solved.

     
    The student did not send me a screenshot.  He communicated it as "the same problem from last time.  It (the test) went out after I started the attempt."
     
    I do have a 60 minute time limit set, but this is happening only a few minutes into the test.  When I looked at his attempt, it did not even register that he had answered any of the questions.  I have deleted the attempt and asked him to start it again after making sure his browser is fully updated.  About 30 minutes before him, another student completed the test without any issues.
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    Yimei Shao

    Hi Jessica, 

    We apologize for not communicating thoroughly enough. 

    We were experiencing a minor issue on the backend that caused this defect to occur. Our Engineering team was able to resolve it immediately. 

    This is the only report that we've received since the original issue was resolved in December. From our end, it does not appear that there is anything that would continue to cause this issue, especially so intermittently (ie. behaving as expected for some students, but not for others -- as you've noted). This is also not the same exact issue, as the original issue was with test/quizzes that did not have set time limits. 

    As such, is it possible that your student simply submitted the test early by accident? In the original instance, they would have received an "Expired Test/Quiz" message. 

    If it's not possible that the student submitted early accidentally, this is something our team would need to look into further. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

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