Appendix 4 b: Guidelines for Invigilators – When Problems Arise

If the invigilator or the principal considers that resolving the issue would unreasonably disturb the work of all candidates, they may interrupt the test for the duration of the investigation. Often when problems arise, resolving the issue and any possible compensation for the disturbance is easier and clearer if the test is interrupted for all candidates during the investigation. Situations in which interrupting the test may be justified include, for example, disruptions in the exam room network or server, loud external noise, attending to a medical emergency in the exam room, or another similar disturbance that may affect the work of several candidates.

If the candidates have seen the test tasks, they must not communicate with each other. During the interruption, candidates may not take notes or drafts or otherwise continue working on the test. Candidates may, for example, eat their own food and use the toilet. The time spent on the interruption is compensated to the candidates and recorded in the electronic record.

If the test is interrupted for a technical reason beyond the candidate’s control, the lost test time will be compensated to the candidate. Lost test time is calculated from the moment the invigilator identifies the issue or interrupts the test session until the candidate is able to resume the test. No compensation is granted for interruptions caused by the candidate’s own actions (e.g. the candidate has disconnected the network cable, the headphones or the USB candidate drive, or has spilled coffee on the keyboard). Time spent contacting Abitti support is always compensated to the candidate. In unclear cases, the Matriculation Examination Board must be contacted.

Advising candidates on the use of computers during the test is prohibited, except in the special cases mentioned below. Candidates may be advised to produce their answer in the answer field of the test system in the best possible way and to consult the instructions in the test environment. The invigilator may not direct the candidate to a specific section of the test environment instructions where the answer can be found. The Matriculation Examination Board may provide the invigilator with instructions that deviate from this, for example by telephone.

No announcements concerning the test tasks or the completion of the test may be made to the candidates during the test session unless the Matriculation Examination Board has requested otherwise.

In technical problems related to the test system, contact by phone:

• Abitti support at +358 295 331 820.

In other cases, such as late arrivals, illness, or matters related to taking the test, contact:

• the examination helpline at +358 295 331 830.

Abitti support assists schools in resolving technical issues on examination days. The support service may have information about similar issues and their solutions in other schools. To ensure that problems are resolved as quickly as possible, it is advisable to contact Abitti support at an early stage of investigating the issue. Abitti support must be contacted at the latest if a technical problem continues for more than 20 minutes. When calling support, be prepared to answer possible follow-up questions about the issue. It is recommended that the call be made by a person who is on site and familiar with the situation.

When problems arise, the primary course of action is to attempt to resolve the issue during the test with guidance from the Matriculation Examination Board. If the disruption or its investigation has lasted a long time, has occurred repeatedly, or has otherwise significantly interfered with the performance of one or more candidates, the school may submit a report of the disruption during the test. In such cases, the matter can be taken into account in the assessment. The report is submitted by the principal after the test, based on information provided by the invigilators.

For a possible disruption report, the invigilator should record at least the following information:

• what happened
• the invigilators who identified the issue
• the duration of the disruption
• which candidates were affected
• whether the time lost due to the interruption was compensated to the candidates during the test situation and whether the candidates used the compensated time
• the key guidelines received from the Board and how they were implemented

An incorrectly entered name cannot be corrected once the candidate has been identified and has logged in to the test system. The spelling of the name in the test system does not affect the test performance or its assessment after the test. The test performance is matched to the candidate based on their personal identity code.

There may be an error in the candidate’s enrolment details. The school must contact the Board. If necessary, the school must submit a request to amend the enrolment details.

The system does not suggest a test for the candidate, even though the connection to the Matriculation Examination Board is working.

• The candidate has enrolled in the test through another general upper secondary school. The candidate selects the test they are about to take.
• The candidate has enrolled in two basic-syllabus language tests on the same day. The candidate must select and complete one test first. After that, the candidate’s computer is restarted, and they select and complete the second test.
• The candidate has logged in with an incorrect personal identity code. The candidate’s computer is restarted, and they log in with the correct personal identity code.
• The candidate has not enrolled in the test, or their enrolment has not been transmitted to the Board. The general upper secondary school must contact the Board during the test day. If necessary, the school must submit a request for late enrolment.

Before and during the test, the volume can be adjusted in the settings of the candidate’s computer. The audio test can be accessed from the settings menu in the upper right corner.

The invigilator may advise the candidate on adjusting the volume during the test.

If the audio cannot be heard, the audio test can be closed and opened again. The audio test can be accessed from the settings menu in the upper right corner. If necessary, the computer may need to be restarted. The headphones can also be replaced, and, if needed, the school’s backup computer and headphones can be used.

The invigilator may advise the candidate on matters related to selecting audio devices or adjusting the volume during the test.

In the listening comprehension tasks of the tests in the second national language and foreign languages, as well as in the Finnish or Swedish as a second language and literature tests, there may be audio recordings with a limited number of plays. If the candidate cannot hear a recording due to a technical issue, the audio should first be checked using the audio test. After this, the invigilator restores the recording for replay from the invigilator view on the exam room server. The recording is restarted for the candidate from the column ”Viimeksi kuunneltu äänite” (Most recently played audio recording) next to the candidate’s name. After this, the candidate must refresh their test view by pressing Ctrl/⌘ + R. The candidate must not continue with the listening comprehension tasks while the issue is being resolved, as otherwise the recording that was not heard can no longer be restored. The recording can no longer be restored if the candidate moves on to other recordings without first calling the invigilator. In such a situation, the invigilator records the key details in the electronic record, allowing a report of the disruption during the test to be submitted if necessary.

The invigilator may advise the candidate on adjusting the volume and refreshing the test view.

When the candidate clicks the button to submit Part A of the mathematics test, this is regarded as a decision to submit Part A. If the candidate does not cancel this decision within one minute, Part A is locked and the candidate is granted access to all calculator programs. After this, the candidate can no longer return to work on Part A. The invigilator cannot reopen a submitted Part A for the candidate.

If the candidate has lost the test view, proceed as follows:

The candidate opens the test view using the “koe/aineisto” (test/materials) buttons in the upper left corner.

No additional time is granted for resolving this issue. The invigilator may advise the candidate on reopening the test view.

The candidate can restore a previous version of their answers independently. The invigilator may assist the candidate in restoring an answer by showing how the restoration is done. The invigilator must not assist the candidate in selecting which version of the answer to restore.

1. Click the link “Aiemmat vastausluonnokset” (Previous answer drafts) in the lower right corner of the answer field.
2. Select the content previously in the answer field and click “Palauta” (Restore).

Instructions for restoring answers are also available in the test environment instructions. If a significant part of the answer, according to the candidate, has disappeared and the answer cannot be restored with these guidelines, the invigilator must contact Abitti support immediately.

During the test, the candidate may enlarge the display to ensure that the test can be completed comfortably. The size is adjusted using the keyboard shortcuts Ctrl/⌘ + PLUS and Ctrl/⌘ + MINUS. This also changes the font size.

Invigilators have the right, if necessary, to intervene in situations where a large font size or other markings may, intentionally or unintentionally, lead to cheating. Candidates who have been granted special arrangements allowing them to enlarge the font size retain this right in all situations. If, despite being instructed to do so, the candidate does not reduce the font size or other markings, or if the candidate enlarges the font size or other markings again during the same test after being instructed by the invigilator, the matter must be recorded in the test record, and the situation may, if necessary, be treated as an attempt at cheating.

The invigilator may advise the candidate on changing the display size and the font size. No additional time is granted for adjusting these settings.

If the candidate’s computer has had to be restarted and/or the candidate continues the test on a backup computer, the candidate must log in to the test system again. When logging in again, the invigilator identifies the candidate using the personal key code sheet. The test system recognises the candidate based on their personal identity code, and the candidate can continue working from where they left off. 

If the candidate’s computer stops responding, try the following measures in this order:

• Press Ctrl/⌘ + R. This refreshes the candidate application on the desktop.
• Close the candidate application and restart it. Connect to the same server as before and log in to the test.
• Move the candidate to a backup computer (see instructions below).

Check together with the candidate that all test responses have been saved. If any responses are missing, contact the Board’s examination helpline.

The time spent resolving the issue is compensated to the candidate.

If the candidate cannot continue the test on their own computer, they are provided with the school’s backup computer with the necessary peripherals. The shutdown of the candidate’s own computer proceeds as follows:

• The candidate saves any unfinished work created in separate programs (e.g. word processing, drawing, calculator programs).
• The candidate shuts down the candidate application from the upper right corner of the screen or, when using a candidate drive, by pressing and holding the computer’s power button.

The invigilator starts the backup computer if it has not already been started before the test. The candidate may continue working on the backup computer at their own seat if changing the computer does not cause disruption and if the reason for the change is not a network issue. The candidate may also be moved to a reserve workstation.

The backup computer is connected, as a priority, to the same server to which the candidate’s previous computer was connected.

The candidate’s test responses and files should be restored immediately after identification. If this does not happen, the invigilators must contact Abitti support.

The time spent changing computers is compensated to the candidate.

A notification will appear on the candidate’s screen indicating that the USB drive has been disconnected. The invigilator instructs the candidate to proceed as follows:

1. The candidate shuts down the computer. At this stage, the computer may require the power button to be pressed and held down (for 5–10 seconds).
2. The candidate removes the USB drive from the computer and reconnects it. If possible, a different USB port should be used.
3. The candidate restarts the computer.
4. The candidate enters their personal details and selects the test, after which the invigilator verifies their identity in the same way as at the beginning of the test.

If the situation occurs a second time for the same candidate, the candidate is moved to a backup computer and the USB drive used to start the computer is replaced.

The time spent resolving the issue is compensated to the candidate only if the disconnection was beyond the candidate’s control.

If the candidate’s screen shows something other than the test view or permitted applications (e.g. Wikipedia, a search engine, a language model or another similar website, or the computer’s boot menu), this may indicate an attempt at cheating or a technical fault. In such situations, the invigilator must immediately intervene and, if necessary, contact the Board. The incident must be recorded in the electronic record.

If the candidate’s computer starts updating itself during the test, the candidate’s test must be interrupted for the duration of the update. At the discretion of the invigilator, the candidate may be moved to continue the test on a backup computer.

The invigilator must contact the Board regarding compensation for the time lost due to the interruption.

If there is still time remaining, the candidate can restart the computer. The invigilator verifies the candidate’s identity and confirms the login in the usual way, and checks that the candidate has selected the correct test. No compensation is granted for the lost test time.

The test system notifies both the candidate and the invigilator if the connection to the exam room server is lost. All answers produced by the candidate up to that point will have been saved. Work cannot continue until the connection is restored.

• Check that the network cable is securely connected to the candidate’s computer and to the switch.
• Check the network connection status in the settings menu (upper right corner of the desktop). In a wired examination network, the connection should be restored when the network cable is reconnected to the candidate’s computer. In a wireless examination network, the candidate must close the candidate application via the settings menu, reconnect to the examination network, and log in to the test again.
• If the candidate has lost part of their test performance due to a network disruption beyond their control, the invigilator must contact Abitti support. If the problem recurs, the candidate is moved to a backup computer.

If the connection to the exam room server is lost simultaneously for all candidates, first check the network cable connection of the exam room server. If the cable is properly connected to the server, continue troubleshooting according to the section “koetilan palvelimen toimintahäiriö” (malfunction of the exam room server).

The invigilator must contact Abitti support as soon as the fault is detected or, at the latest, after the corrective measures have been carried out.

Malfunctions of the exam room server or server cluster appear as problems experienced by all candidates. If the connection within the server cluster was functioning normally before the malfunction, proceed as follows:

1. The invigilator informs the candidates of the fault and the interruption of the test and records the time in the electronic record. During the interruption, follow the guidelines in the section Interrupting the test at the beginning of these guidelines. During the interruption, candidates may not take notes on paper or otherwise continue working on the test.
2. The invigilator contacts Abitti support for further instructions. Troubleshooting is continued together with Abitti support. The time from the interruption of the test until the invigilator allows the candidates to resume the test is compensated to the candidates and recorded in the electronic record.

A malfunction in the connections between the servers in the server cluster is indicated in the invigilator’s view of the exam room server. In an error situation—i.e. when the status indicator turns red—proceed as follows:

• Wait for one minute and monitor whether the connection is restored.
• Interrupt the test as described at the beginning of these guidelines.
• Contact Abitti support.

The server synchronization mechanism is complex, so do not attempt to fix the issue yourself. Unsuccessful repair attempts may jeopardise all test performances.

If the candidates’ work has been interrupted, the time spent on the interruption is recorded in the electronic record and compensated to the candidates. See subchapter Interrupting the test.
 

The candidate is responsible for ensuring that their computer has the version of the test application specified for the examination round. If the candidate’s computer does not have the correct version, they must update the application accordingly.

If the issue is identified before the start of the test, the candidate may, in accordance with the school’s arrangements, be directed outside the exam room to carry out the installation. If the candidate is late starting the test, the procedure described in subchapter “The Candidate Arrives Late for the Test” is followed.

At its own discretion, the school may require the candidate to use a backup computer instead of updating the candidate application.
 

If the candidate arrives before 10:00 a.m., they may be admitted to take the test. The time at which they begin the test is recorded in the electronic record. If the candidate arrives after 10:00 a.m., the principal must contact the Board’s examination helpline by phone.
 

If the candidate leaves the test before 12.00, the matter must be reported immediately both to the principal and, by telephone, to the Examination Board’s on-call service.

If a candidate falls suddenly ill during the test, the invigilator must contact the principal immediately. The principal may arrange for the candidate to continue the test in a separate room and, if necessary, apply for other special arrangements for the candidate. Even if the candidate is unable to continue the test, the candidate must remain under supervision until 12.00. All cases of illness must be reported by telephone to the Examination Board’s on-call service.
 

If a candidate realises that they are taking a test other than the one for which they are enrolled, the invigilator instructs the candidate to close the test system and log in again. The candidate selects the correct test, and the invigilator verifies the test selection and re-identifies the candidate for the test. Any test time lost is not compensated; the candidate may use the remaining test time to complete the correct test. The incident must be reported by telephone to the Examination Board’s on-call service.

If a candidate leaves their seat, for example to use the toilet, they must lock the screen using the settings in the top right-hand corner.

The invigilator may advise the candidate on locking the screen during the test. 
 

If a candidate leaves the test session without completing the test and the invigilator has not ended the candidate’s test in the invigilator view, a notification will appear in the invigilator view indicating that the candidate’s computer cannot be reached. In this case, the invigilator must end the candidate’s test in the invigilator view.
 

The general upper secondary school’s rescue plan describes how emergency situations occurring during the matriculation examination tests are prepared for. A test interrupted due to an emergency is not continued in an alternative room.

Candidates are directed to safety at the designated assembly point, and it is ensured that they do not communicate with one another. Where possible, one server from the server group may be disconnected from the examination network and taken to the assembly point without shutting down the computer. The server software and the server are shut down at the assembly point. Other computers or devices are not shut down or moved from the exam room. Invigilators contact the Examination Board’s on-call service by telephone from the assembly point.
 

Invigilators contact the Examination Board’s Abitti support to obtain further instructions.