Advanced Blackboard Testing Options Support

For TECE Micro Computer Support, complete the form at: http://www.austincc.edu/helpdesk/forms/service_req.html.

With the Respondus Authoring Tool, there is both Respondus Authoring Tool software vendor support available and ACC support.

Respondus vendor support consists of:

• Submitting a Ticket-Based Help Request (http://www.respondus.com/esupport/)
• Respondus Knowledge Base, FAQ's, Discussion Forums and updates
• Training materials and guides

ACC support consists of :

• Obtaining Respondus Authoring Tool software
• Exam Development Support
• ACC Training Materials, Guides and Reference Materials
• Test Delivery Support and Troubleshooting process
• Testing Center Staff Quick Start Reference Guide (PDF)
• Respondus FAQs

Return to Top

Software Vendor Support

There are a variety of useful technical support resources available from the Respondus web site.

In addition, vendor support is available in the following areas:

• Submit a Help Request Ticket (http://www.respondus.com/esupport/)
• Respondus Knowledge Base, FAQ's and Discussion Forum
• Software Updates

The following training materials and guides are available from Respondus and other institutions:

Respondus

• Respondus Authoring Tool for Blackboard User's Guide
• Respondus Authoring Tool Features and Functions Quick Start Guide
• Respondus Demo Library
• Respondus List of Quick Start Guides
• LockDown browser Quick Start Guide
• Respondus for Blackboard User Guide (Full Version--Respondus)

Other Institutions

• Reference Guide for converting files (University of Southern Indiana)
• Online Reference Guide (U. North Carolina)
• Reference Materials and Quick Reference Guides (U.New Orleans)
• Lock Down Browser Reference (Central Oregon Comm. College)

In addition to online support resources, the Help feature of the Respondus Authoring Tool contains useful references, guides and tutorial information. The software help feature is represented by a yellow question mark "?" on the software's task bar. The Respondus Authoring Tool Help pull down menu contains a check for updates feature which ensures that the latest software updates have been installed.

Return to Top

ACC Support

Obtaining the Respondus Authoring Tool Software

The first step in developing secure computer based tests with Blackboard is to request a copy of the Respondus Authoring Tool software to downloaded on your ACC computer.

After you have submitted the online Respondus software request form, you can also request a Respondus software installation CD. You can use the installation CD to install a copy of the Respondus software on your home computer.

To obtain a Respondus CD, send an email request to jholzkne@austincc.edu and indicate the ACC campus where you'd like the CD to be sent. It will be sent via inter-campus mail. NOTE: Before you can receive a CD copy of the s/w, you will need to complete and submit a software request form.

Exam Development Support

For assistance in creating secure computer based exams using Respondus, contact an Instructional Development Specialist at an ACC campus.

Instructors at the PIN campus can contact Distance Learning for assistance with Respondus.

ACC Training Materials, Guides and Reference Materials

The following ACC training materials, guides and reference materials are available to support ACC faculty members in developing exams.

• Respondus Quick Start Guide
• Installing the Respondus Authoring Tool on your system
• Creating exams reference guide
• Importing Exam Questions formatting guide

Training workshops are provided on an on-going basis. To view a list of upcoming workshops, go to: https://workshops.austincc.edu/ .

Test Delivery Support and Troubleshooting Process

Many common issues that students can encounter when taking a test can be avoided by informing them what to expect during the delivery of a secure computer based exam in an ACC Testing Center. A student guide is available for you to give to your students as a reference on how to use the LockDown browser.

If a student encounters a problem while taking a secure, computer based test, the following troubleshooting process must be followed:

1. Testing Center staff member will attempt to solve the problem (e.g.: student enters incorrect log in information such as an incorrect user ID and password.
2. If the issue can't be resolved, a paper-based test will be given to the student.
3. Student notifies instructor at the completion of the exam the nature of the problem he or she experienced. .
4. Testing Center staff member submits an online trouble report form to the instructor.
• Instructor attempts to resolve problem.
  1. If the instructor can't resolve the issue, he or she will notify an Instructional Development Specialist at an ACC campus. For the Pinnacle campus, contact Jim Holzknecht at 223-8011 or jholzkne@austincc.edu
  2. If the issue can't be resolved, a problem report form will be submitted http://irttech.austincc.edu/forms/Appnetrequest.asp.
  3. If necessary, the software vendor will be notified of the problem.
5. If there is a technical issue (for example, a problem with the computers, monitors, printing, software setup, computer log in, network connection or desktop appearance) a Testing Center staff member will complete and submit an online Micro Computer service request form at http://www.austincc.edu/helpdesk/forms/service_req.html .
6. A micro computer support staff member will then be assigned to troubleshoot the problem.

Return to Top