SYSTEM ERROR CAUSES EXAM TO NOT BE COMPLETED

Was happy until recently. My daughter grade nine had to write English paper yesterday. Time was open until 20h00 to write the exam. She likes to study on the day and would rather write later. She started the paper on the new invigilator app ( replaced proctorfree) and an hour and 15 minutes into a 2 hour paper the App indicated FAULT. You could not access Brainline online self to get technical support believe me we tried logging in from another PC in the house as well. Made screenshots. However we are now told by the teacher after an email was sent explaining the situation that it will be send to IT otherwise unfortunately my daughter will not be able to write a supplementary this year but only next near. I can understand if the fault was on our side, electricity went down, internet went down, anything else but a fault that we heard other kids also experienced makes no sense. Also it seems as if the school needed you to write earlier... how does that make a difference if you cant get the assistance if you try and log in ... your answers are saved it seems and it is a done deal. I can not SEE HOW THIS MISTAKE is on our side and will appreciate a prompt answer from someone that can actually explain this to me