Support

If you are experiencing any technical issues accessing the Advocis Dashboard, the Advocis Learning Environment (ALE), an online course or an exam, please refer to the information and resources on this page.

System Announcement and Updates

Information relating to any critical system outage or shutdown will be be posted on this page. All related updates and instructions will all be shown here as they become available.

Advocis Learning Environment (ALE) Support Resources

Are you experiencing a problem accessing the ALE?

Check for any identified system outrages, then ensure you are accessing the ALE using an approved device and browser. 

  • Information on the supported browsers (please note: this link will connect you to a separate website): View Device Support Page

Are you having a problem accessing the exam?

Please contact Advocis Member & Client Services at info@advocis.ca or 1-877-773-6765.

Are you having issues with exam ID Verification and/or Proctoring?

Please note: Each link above will take you to a separate website. 

Are you having general performance issues within the ALE?

Run these checks if you are experiencing any issues with interrupted access, malfunctioning hardware or network speed (these links will take you to a separate website): 

Notes:

  • A hardwired Cable or DSL (high speed internet) connection is recommended, particularly for submitting assignments & quizzes. Low upload speed will impact the quality of your overall learning experience and may cause issues with video, live webinars, ID verification and remote proctoring. 

About Proctored Certification Exams

  • During examinations, a proctor monitors candidates to ensure that they are behaving in accordance with academic integrity and assists candidates when necessary. We have partnered with Integrity Advocate for their online proctoring services.

Writing an exam is a two-part process:

  1. You will be asked to verify your identity using photo ID and the camera on your computer. 
  2. You will be granted access to the exam, which will remain open for the length of the exam. During this time, you will be monitored through your computer’s camera.

What you Need to Know Before Starting an Exam

Note: Any violation of what is outlined below could result in a voided exam or a mark of 0 (zero). 

Please read the following information carefully

General Exam Proctor Rules:

  • Name and Photo ID Match: The examinee must submit an acceptable photo ID.
  • Remain in Camera View: The examinee must remain in view of the camera for the duration of the exam and must have their face clearly visible (no masks or other forms of face covering allowed).
  • Active Participation: The examinee must remain engaged with the session for the duration of the exam.
  • No Non-Permissible Aids: The examinee must not have, use or otherwise interact with a person or device during the exam. 

Examples of acceptable government-issued ID

The following ID should contain a clear photo that is an accurate representation of you now:

  • Motor Vehicle Driver’s License
  • Provincial Identification Card
  • Passport
  • Citizenship Certificate Card
  • Permanent Residency Card

Proctored Exam Do's and Don'ts

Permissible Items/Actions:  

These items and actions are allowed during the exam:

  • Non-programmable calculator (Windows/online or hand-held)
  • Pen or pencil, and eraser
  • Notepad (Windows/online, paper), for note taking
  • Your study notes (online, paper)
  • Glass or bottle of water

Please check for permissible items for your particular exam on the ALE.

Non-Permissible Items/Actions:

These items and actions are not allowed during the exam: 

  • The examinee may not use additional monitors/screens for the duration of the activity.
  • No other individual may be in the room with you.
  • You cannot wear headphones/earbuds during the exam.
  • Any form of web search tool, such as Google
  • Communication apps (Slack, Teams, Zoom, etc.).
  • Cell phones and email are not permitted during the exam. However, we understand emergencies and unexpected circumstances arise. Please do not hesitate to use your phone and/or email to contact us in the event of an emergency – this is for emergencies only. If you experience technical difficulties accessing the exam, please message Integrity Advocate Support through the in-app discussion tool. Please see the Integrity Advocate Step-by-Step Instructions PDF for information on how to contact Integrity Advocate. 
  • Talking, even to yourself, as the exam proctor may see this as communicating with someone off camera
  • Watches are not permitted. A timer is displayed at all times during the exam.
  • Assistance from others or collaborating with others on the exam.
  • Leaving the room for any reason.

IMPORTANT:  Any violation could result in a voided exam or a mark of 0 (zero). Advocis will review exams flagged by Integrity Advocate. It could take between 3 to 5 business days to assess and report on our findings to candidates.

Please check for non-permissible items for your particular exam on the ALE.

How to Prepare for a Proctored Exam

Writing a remotely proctored exam is easy and stress free if you properly prepare for it:  

The "Day Before Checklist" 

  • Read and understand the exam rules listed in the Proctored Exam Do’s and Don’ts section of this page. If there are any questions or concerns please contact Advocis Member & Client Services at info@advocis.ca or 1-877-773-6765 at least one-day before you write your exam.   
  • Ensure your exam area is clear of communication devices (phone etc.).
  • Sign out of and close/shutdown all communication apps (Slack, Teams, Zoom etc.).
  • Ensure you have the correct government-issued photo ID (passport, motor vehicle driver’s license, etc.). 
  • Ensure the space where you will take the exam is well-lit to ensure your face and space are clearly visible for the entire direction of the exam. 
  • Ensure where you put your computer and chair allow your face to be clearly visible for the entire duration of the exam.
  • Ensure the space where you take the exam is private; public spaces (like libraries, shopping malls, open office spaces) will be flagged by the remote proctor.
  • Ensure your system/ browser is up-to-date and fully supports the Integrity Advocate proctoring tools.
  • Check your overall system readiness (computer, camera and bandwidth).

The "Hour Before" Checklist 

  • Ensure the space you are in conforms to the rules, and that no one will interrupt you while you are sitting the exam.
  • Run the system checks to ensure there’s no identifiable technical issues, and you have a good internet connection. Tools are available on this page in the Are You having general performance issues within the ALE. 
  • Have your valid Photo ID ready to be used.
  • Ensure you notebook (if using one) is fully charged or connected to power.
  • Ensure your laptop or desktop is NOT plugged into additional screens / monitors, such as a laptop connected to an external monitor.
  • Ensure your webcam is turned on and is operational.
  • Test your camera: Ensure you can clearly read your own ID – AND- see your face when viewed from your webcam. You may need to move and or adjust lighting to get the best results. Note: backlighting (a strong light behind) you will prevent good image captures, as will trying to do it in a dark room, or while working in shadow.
  • You can run this test to ensure your webcam is functioning correctly and you have good lighting.

During the Exam

  • Abstain from talking, even to yourself.
  • Only use the allowable tools/apps.
  • Always stay in direct view of your camera.
  • Do not move your monitor, camera, or change the room lighting. 
  • Do not wear a mask or other face covering.
  • Do not wear earbuds or headphones. 
  • Do not use or answer your phone, look at your watch or other electronic device except the one you are using for the exam.
  • Do not leave the computer until you have submitted your exam. 

Important Note: You will have access to Integrity Advocate’s help center and knowledge base during the exam. If you can’t find the answer you’re looking for, their support agents can be reached instantly by live chat. Just click on the ‘Need Help’ icon and then the three horizontal lines to access the Integrity Advocate support desk if needed during your exam. This should be your first point for support.

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