Skip to main content
All CollectionsFAQ and Troubleshooting
FAQ and Troubleshooting for Students
FAQ and Troubleshooting for Students
Sam Slagle avatar
Written by Sam Slagle
Updated over a month ago

Error Handling & Support Expectations

At Extempore, we aim to resolve technical issues efficiently by encouraging self-service troubleshooting before reaching out to support. Follow these steps if you encounter an error:

  1. Refresh the page.
    A simple refresh can often resolve the issue.

  2. Close and reopen your browser.
    This can clear temporary issues related to caching or session data.

  3. Ensure your browser is up to date.
    Use the latest version of Chrome, Edge, or Firefox (avoid Safari).

  4. Check your internet connection.
    A stable connection is essential.

  5. Try a different device if possible.
    This helps determine if the issue is device-specific.

  6. Submit a support request.
    If the error persists after these steps, please submit a support ticket so our team can investigate further.

Account & Login Issues

  • I’ve created my account but I can’t remember my username.
    Your username is emailed to you as soon as your account is created. To retrieve it, click here and enter the email address you used when signing up. If you don’t receive the email within 10 minutes, please check your SPAM/JUNK folders. Contact support if you need further assistance.

  • I have forgotten my password.
    You can reset your password by clicking here. After entering your username, follow the instructions in the email that’s sent to you. If you don’t receive it within 10 minutes, check your SPAM/JUNK folders. Contact support if needed.

  • I don’t know how to create an account.

    • If your school uses Google Classroom, Canvas, Blackboard, Schoology, Moodle, etc. student accounts will be created automatically after your instructor syncs the class.

    • To use Extempore as a student, you must join a class via an invitation link sent by your instructor. The class link looks like:
      ​https://store.extemporeapp.com/n/98e463b9-1aa1-41dc-bbd4-99c27d79
      Use the link once to set up your account. Afterward, you can log in via the student portal or our mobile apps.

  • Google Sign-On not working.
    This often means you didn’t enroll using your Google account. You can connect your Extempore account to Google by clicking here.

Device & Media Troubleshooting

My Camera or Microphone is not Working.

Desktop Browser:

  1. Use Google Chrome or Firefox.

  2. Ensure your microphone is enabled (click the lock icon in the browser’s address bar).

  3. Verify you are running the latest version (check via the browser menu → About).

  4. Restart your browser/device.

    1. For Mac users, consider resetting the SMC.

iOS:

  1. Ensure Extempore has permission to access your microphone and camera:
    ​Settings > Extempore > Allow Extempore to Access

  2. Restart the Extempore Mobile App and/or your device.

Android:

  1. Verify that Extempore has camera and microphone permissions:
    ​Settings > Apps > Extempore > Permissions

  2. Restart the app and/or your device.

My videos take too long to upload.

  • Mobile (iPhone/Android): Try lowering your video recording resolution.

  • Computer:

    • On your device, adjust your camera settings to record at 30 fps (recommended) and set video size to FHD.

    • Check your WiFi connection or try another network.

  • I can’t play the video prompt from my instructor.
    Check that “Low Power Mode” is disabled on your mobile device. Low Power Mode can prevent videos from playing. Refresh the page and try again. If the issue persists, contact Extempore Support.

Submission & Question Troubleshooting

  1. Assessment Not Visible.

    • Refresh the page.

    • Confirm with your instructor that the assessment is active.

    • Restart your browser if necessary; contact support if the issue persists.

  2. Redoing a Recording.

    • If you’ve already submitted a recording, contact your instructor to request a reset.

    • For questions allowing multiple attempts (2, 3, or unlimited), you may re-record before final submission.

  3. Response Stuck Processing.

    • Wait 1–2 minutes and refresh the page.

    • If the problem persists, try re-recording your response.

  4. Locked Out of an Attempt.

    • If you open a single‑attempt question and do not submit, you may be locked out. Contact your instructor to unlock the attempt.

  5. My attempts won’t submit; they just spin.
    Extempore is compatible with recent versions of Android and iOS. If your attempts aren’t submitting, check that your operating system is up to date.

  6. The question tile is red.
    In a single‑attempt question, if you view the question but do not submit your answer, the question locks (indicated by a red tile). Ask your instructor to unlock the question from their grading platform.

  7. Joining a Synchronous Group.
    If other group members are online, refresh the page and try joining again.

  8. Synchronous Group “Closed”.
    Synchronous group assessments close automatically after the due date or within five minutes after the last student’s submission.

  9. Leaving and Rejoining a Synchronous Group.
    If the assessment is still active, you may leave and rejoin—the recording will resume where it left off as long as at least 1 group member is still online or within 5-minutes of the last student leaving the group recording.

  10. Accessing Assessments on Mobile Devices.
    Download the latest version of the Extempore mobile app to complete your assessments.

Related Articles
Student Navigation Warnings
Create a Student Account
Create a Synchronous Group Assessment
FAQ and Troubleshooting
FAQ and Troubleshooting for Instructors
Did this answer your question?