Troubleshooting Guide: Images Not Loading During Student Assessments

Tutors,

If students are experiencing issues with images or other files not loading properly during their assessments, please follow the steps below to troubleshoot and help resolve the problem.

✅ 1. Ask the Student to Use the "Save and Exit" Option

Instruct the student to click on "Save and Exit" within the assessment and then try to re-enter the test.

Important: Ensure that the Assessment Resuming option is enabled on your admin site.

For guidance on enabling this option, please refer to this article:

👉 How to Enable Assessment Resuming

✅ 2. Disable Any Antivirus Software 

Sometimes, antivirus or security software may interfere with content loading.

Ask the student to disable their antivirus software and attempt the test again.

They can re-enable antivirus protection after the test is completed.

✅ 3. Switch to a Different Internet Connection

Unstable or restricted internet networks may block some content.

Ask the student to try connecting to a different internet network and try attempting.

✅ 4. Suggest Installing the 1.1.1.1 (one.one.one.one) Software by Cloudflare

Using the 1.1.1.1 software may help resolve issues with loading images and assessment components by encrypting the connection and potentially bypassing restrictions imposed by the ISP’s firewall.

Ask the student to install the 1.1.1.1 app on their device and enable it before attempting the test again.

This can help in cases where DNS-related issues are preventing images or files from loading properly.

👉 Download 1.1.1.1 from Cloudflare

✅ 5. Try Logging in From a Different Device

Device-specific settings, extensions, or cache issues might be the cause.

Ask the student to try accessing the assessment using a different device (e.g., another laptop, tablet, or phone).