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. 

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 three-part process:

  1. You will be required to complete and submit the Advocis Attestation.
  2. You will be asked to verify your identity using photo ID and the camera on your computer. 
  3. 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

Please refer to your course in the ALE for a complete list of permissible and non-permissible items and actions specific to your course exam.  Any violation may result in a voided exam or a mark of 0 (zero).

All exams flagged by Integrity will be reviewed by Advocis. The review process may take 3 to 5 business days. Findings will be communicated to the candidate.

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 and in your specific course within the ALE. 
  • 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 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.

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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