If your Examsoft exam taking software freezes up during your remote exam, then:

Step 1. Determine that the application is indeed "frozen" by checking the condition of cursor and any response from the track pad or mouse input.

Step 2. Wait 30 to 60 seconds to let the Exam taking software attemp another backup cycle.

Step 3. Perform a hard restart by pressing down on the computer power button, wait at least 5 seconds until you hear your computer power off, and then wait another 5 seconds to press the power button again to let the computer perform the restart sequence.

Step 4. If prompted, log back into your OS desktop profile, and let the Examsoft exam taking software start its recovery process. If the exam taking software doesn't start, then start it manually by double-clicking on the exam taking software icon located in task bar, desktop area, Programs/Apps folder (Windows), or Applications folder (Mac OS).

Step 5. If prompted, click on the "return to exam" button to get back into the exam taking application. 

NOTE: If a resume code is needed, then enter resume code provided to you and then enter that resume code to proceed into the Examsoft exam taking application. Resume codes are case sensitive so be careful or you may have to repeat Steps 1 through 5.

Also, per the vendor's instructions,

Follow these instructions as indicated by ExamSoft:

1. DO NOT exit the exam. Wait 30 seconds to let examsoft attempt a backup cycle.
2. Power off the computer by pressing your computer's power button for 10 seconds until you know your computer is completely off

    ( Alternatively, you can try Windows: CTRL+ALT+DEL select “shut down”, or, Mac press CTRL+ Power button).
3. Wait 5 seconds and then Restart the computer
4. Resume the exam when prompted

More trouble shooting information can be found here, on the ExamSoft website.