Use our troubleshooting guidance to help you resolve issues for any ‘at risk’ students. Note: to resolve certain issues, you will need to complete and submit our online missing and incomplete results (MIR) request form, which is available from the post-results area of Interchange.
Student’s estimated completion date is not correct
Only students expecting a qualification result this summer should have an estimated completion date of ‘Summer 2024’.
You may need to amend a student’s estimated completion date if:
- A student is now completing their qualification in a future year
- An error was made when submitting the estimated completion date declaration.
Users with the ‘Exams Officer’ role can amend estimated completion dates in the Progress Tracker. See our FAQ for further guidance.
You do not need to let us know about any changes you make to estimated completion dates.
Student is not entered for the correct sized qualification
Students must be entered for the correct sized qualification – this is the qualification they’re expecting to receive a result for in Summer 2024.
If a student is entered for the wrong sized qualification, you need to make top-up/move down entries via EDI or Interchange – see ‘Topping up and moving down’.
The final claim has not been submitted
Claims for moderated units must be submitted via Interchange at least two weeks before any scheduled moderation visit. Claims must be submitted by 15 June in order to have the final moderation visit by 30 June.
If you need to check the details and progress of your moderated unit claims, you can do this in Interchange. For example, to check if a student was included in a claim or the current status of the claim.
To view claims, hover over ‘Cambridge Technicals’ in the Interchange left-hand menu and then click on ‘View claim history’. Your most recent claim should be at the top of the list.
Student/unit was missed from a moderation claim
If the final moderation visit has not yet taken place, submit a new claim for the missing student/unit and contact your moderator to let them know.
If the final moderation visit has taken place, submit the online MIR form – select ‘Candidate/unit missed from moderation claim’ from the ‘request type’ drop-down menu. You’ll also need to complete and upload the ‘Candidate/unit missed from moderation claim’ spreadsheet template when submitting the form. Note: A moderation visit/virtual visit may be required.
An incorrect unit/grade was claimed
If the moderation visit has not yet taken place, please email vqprocessing@ocr.org.uk with the details, including the claim number, candidate and unit/grade details.
If the moderation visit has taken place:
- If the claim has been processed by OCR, complete and submit the online MIR form – select ‘Incorrect unit/grade claimed at moderation’ from the ‘request type’ drop-down menu. You’ll also need to complete and upload the ‘Incorrect unit/grade claimed at moderation’ spreadsheet template when submitting the form.
- If the claim hasn’t yet been processed by OCR, please email vqprocessing@ocr.org.uk with the details, including the claim number, candidate and unit/grade details.
Note: A moderation visit/virtual visit may be required.
Student was absent from an exam for a required unit
Where a student is absent from an exam for an acceptable reason, you can submit an application for special consideration absence via the Special Consideration Online portal on Interchange.
If the application is accepted, an assessed grade for the unit(s) will be issued.
See JCQ Guide to the special consideration process for more details. If you have any queries about special consideration, please contact our Special Requirements team at srteam@ocr.org.uk.
If the student isn't eligible for special consideration absence, you can move the student down to a smaller qualification provided they’ve achieved the right combination of units.
Student is showing as ‘Absent’ in error
If the student was not absent from the exam, complete and submit the online MIR form – select ‘Missing exam result’ from the ‘request type’ drop-down menu. You will also need to upload a copy of your attendance register, seating plan and despatch log when submitting the online form.
Student received an ‘Unclassified’ or ‘Not Achieved’ result for a required unit
A qualification grade will not be awarded if the student hasn’t achieved the minimum grade for one or more of the required units.
Students who do not reach the minimum standard for the unit will be unclassified (‘U’) or ‘Not Achieved’ for Level 2 units (1C).
You can move the student down to a smaller sized qualification if they have achieved the right combination of units for the smaller qualification.
If a moderated unit should have been resubmitted, follow the guidance for ‘Student/unit was missed from a moderation claim’.
The student does not have the correct combination of units
When combining units for the chosen qualification or pathway, the rules for the qualification/pathway must be followed. If one or more of a student’s unit results do not count towards the qualification they are entered for, and the student is unable to complete the additional unit(s) required, please contact our Special Requirements team at srteam@ocr.org.uk for advice.