When special circumstances arise, you have two options to remedy submission issues. You can clear a test attempt or add an assessment exception.
If you choose, you can clear a student's test attempt. The submission is cleared from the gradebook and the student can retake the test.
You can give an individual student an exception on a specific test. An exception includes additional attempts or extended access, even if the test is hidden from other students. An exception overrides the two settings applied to everyone else for only that specific test.
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Video: Grant assessment exceptions shows how to allow an exception on a specific test or assignment to an individual student.