> ## Documentation Index
> Fetch the complete documentation index at: https://support.lena.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# CBT Troubleshooting

> Solutions to common CBT exam issues — browser problems, fullscreen errors, auto-submission, connectivity, and more.

Having trouble with a CBT exam? Find your issue below for a quick solution. For
general platform issues, see [Troubleshooting](/general/troubleshooting).

***

## Before the exam

<Accordion title="I can't find my exam on the CBT dashboard">
  **Check these things:** - Are you logged in with the **correct account**? -
  Did you select the **correct school profile**? - Has the exam **started
  yet**? Check the exam window's start time - Are you **assigned** to this
  exam? Not all students may be assigned — ask your teacher - Is the exam
  window still open? If the end time has passed, the exam will appear under
  **Missed**
</Accordion>

<Accordion title="The CBT app won't load">
  * Check your **internet connection** — try loading another website - Try a
    different **browser** (Chrome, Firefox, or Edge are recommended) - **Clear
    your browser cache** and cookies, then reload - **Disable browser
    extensions** — some can interfere with the CBT app - Try **incognito/private
    mode** to rule out extension conflicts
</Accordion>

<Accordion title="I can't log in to the CBT app">
  * Make sure you're using the **same credentials** as your Student App -
    Check that your email is typed correctly - Try **resetting your password**
    at [Logging In](/general/logging-in) - If you created your account recently,
    make sure you've **verified your email**
</Accordion>

***

## During the exam

<Accordion title="The exam isn't entering fullscreen mode">
  * Your browser may be blocking fullscreen. Look for a permission prompt and
    click **Allow** - Some browsers require you to **interact with the page**
    (click something) before fullscreen activates - Try pressing **F11** to
    manually enter fullscreen - Check if an extension is blocking fullscreen —
    disable extensions and try again - **Safari** has limited fullscreen support
    — switch to Chrome or Firefox
</Accordion>

<Accordion title="I got a tab-switch warning but I didn't switch tabs">
  Some actions can trigger tab-switch detection even if you didn't intentionally switch:

  * **System notifications** popping up
  * **Antivirus software** showing an alert
  * **OS updates** prompting a restart
  * **Battery warnings** appearing
  * Accidentally pressing **Alt+Tab** or **Cmd+Tab**

  **Prevention:** Before the exam, close all other apps, disable notifications,
  and disable pop-ups.
</Accordion>

<Accordion title="My exam was auto-submitted unexpectedly">
  Auto-submission happens when:

  1. **Time expired** — Check the exam duration vs how long you spent
  2. **Tab-switch limit exceeded** — You may have switched tabs too many times
  3. **Exited fullscreen** — Pressing Escape or otherwise leaving fullscreen triggers immediate submission
  4. **Opened developer tools** — Opening your browser's dev tools (F12, Ctrl+Shift+I, etc.) triggers a countdown and then submission
  5. **Technical issue** — In rare cases, connection problems can trigger auto-submission

  **What to do:**

  * Check your results to see your score
  * If you believe the auto-submission was unfair (e.g., caused by a technical issue), contact your teacher immediately
  * Your teacher can see the submission type (manual vs auto) and tab-switch count
</Accordion>

<Accordion title="The timer seems to be running too fast">
  The timer runs in real-time and is synchronized with the server. It doesn't
  speed up — but it also doesn't pause: - If you leave the page and come back,
  the timer will show the correct remaining time - If you had connection
  issues, the timer continued on the server side - The timer does not pause
  for any reason once started
</Accordion>

<Accordion title="Questions or options are displaying incorrectly">
  * Try **refreshing** the page (your answers are auto-saved) - Math equations
    may take a moment to render — wait a few seconds - If images in questions
    aren't loading, check your internet connection - Report the issue to your
    teacher with details about which question number is affected
</Accordion>

<Accordion title="I lost my internet connection during the exam">
  * The timer **continues running** even when you're offline - Your most
    recently saved answers are preserved (answers auto-save as you select them)
  * When your connection returns, **reload the page** — you should be able to
    continue - If the exam was auto-submitted due to the connection issue,
    contact your teacher
</Accordion>

***

## After the exam

<Accordion title="I can't see my results">
  Results availability depends on the exam settings:

  * **Immediately** — You should see them right after submission
  * **After deadline** — Wait until the exam window closes
  * **Teacher controls** — Your teacher hasn't published results yet

  If you're not sure, ask your teacher when results will be available.
</Accordion>

<Accordion title="My score seems wrong">
  * If answer review is available, check which questions you got wrong - Make
    sure you selected the correct answer (sometimes students click the wrong
    option accidentally) - If you believe there's a scoring error (e.g., the
    marked correct answer is actually wrong), contact your teacher
</Accordion>

<Accordion title="I missed the exam window">
  If the exam window has passed and you didn't take the exam: - The exam will
  appear under **Missed** on your dashboard - Contact your teacher immediately
  — they may be able to extend the window or provide an alternative - There is
  no way for students to take a missed exam without teacher/admin intervention
</Accordion>

***

## For teachers and admins

<Accordion title="Students are reporting technical issues during the exam">
  1. Check the **submissions** tab to see how many students have submitted 2.
     Look for patterns — are multiple students having the same issue? 3. If
     needed, you can **extend the exam window** to give affected students more
     time 4. Contact [Lena support](/general/contact-support) if the issue
     appears to be a platform-wide problem
</Accordion>

<Accordion title="The exam isn't appearing for assigned students">
  * Verify the exam is **published** (not still in draft) - Check that the
    current time is within the **exam window** (between start and end time) -
    Confirm students are correctly **assigned** to the exam - Make sure students
    are using the correct **school profile**
</Accordion>

***

## Recommended browser settings

For the best CBT experience:

| Setting                   | Recommendation                                      |
| ------------------------- | --------------------------------------------------- |
| **Browser**               | Chrome (latest), Firefox (latest), or Edge (latest) |
| **Extensions**            | Disable all extensions before the exam              |
| **Notifications**         | Disable browser and system notifications            |
| **Pop-ups**               | Allow pop-ups from cbt.lena.africa                  |
| **Fullscreen**            | Allow fullscreen for cbt.lena.africa                |
| **Hardware acceleration** | Keep enabled for smooth rendering                   |

***

## Related guides

* [Taking an Exam](/cbt/taking-an-exam) — step-by-step guide to taking a CBT
  exam
* [Exam Rules & Policies](/cbt/exam-rules) — understand the rules applied during
  exams
* [Troubleshooting (General)](/general/troubleshooting) — solutions to non-CBT
  issues