Exam Troubleshooting

Supported Browsers

Use the new versions of Firefox, Chrome, IE8, IE9, IE10. We do not support IE6 and IE7. Sometimes the plugins or add-ons installed in browser may interfere with Javascript, so try to take a practice test from the machine and your browser before the exam and make sure you can take the test properly.


Multiple Browser Sessions Disallowed

It is not allowed to have multiple browser sessions opened by candidate, as soon as you login from another browser, your previous session will get terminated. In case of browser crash or machine restart, you can login again and resume your test by going to the My Items->Test History page and clicking on the in-progress test attempt.


Other Issues

If candidates experience internet connectivity problem, they will get following messag. Unless the test is adaptive, candidates can continue taking the test by moving to next questions.  Application keeps trying to save the unsaved responses every 2 minutes, candidates can hit Save button anytime as well to see if the connectivity issue has been resolved. Do not try to login from another browser as your previous session will get terminated.


Each test attempt by each student is secured by a secure token, which gets auto refreshed upon every save. In case user tries to open a second tab, a token mismatch will occur and their test will no longer get saved from the previous tab. Only one browser session/tab can be used during the exam, and that is the most recent one.  If this error occurs, close all browser windows and relogin and resume the test.

When you get error says Session Not Active, it means someone else has also logged on with same username, which resulted in this session getting terminated. Do not wait for a long time once you get the session termination error, it won't help in any ways, simply close that browser and relogin


 There is a automatic save of answers every 2 minute by the application, and in case of any network connection error you would get an error message. Temporary connectivity issues are auto resolved on next attempt of Save. Manual save (Save button) can also be done from time to time to avoid loosing answers for lots of questions. If that happens try to go back to the dashboard and open the test again. 


When reporting any problems, please provide all the troubleshooting steps you did locally and what were your observations in detail with screenshots. In most cases they indicate local network issues or user error (like multiple logins, browsers, tabs). Sometimes students may do cheating and people login from outside the center also (we have observed this based on the IP addresses).




Allowing more time for a test, or Allowing re-attempt (Only in a scheduled exam)

In case of a candidate having problem with test taking, you may be required to allow more time to specific candidates or even allow them to retake the test in an exam. This can be done as long as the Exam is still in InProgress status (has not reached its end date and time). From the Results tab, just select the specific candidate, and click on either Allow Reattempt or Add Time button.When Allowing Reattempt, the older test attempt doesn't get deleted from the system, it just gets unlinked from the exam. Candidate can login again and they will be allowed to start the fresh test attempt.


In case of Add Time, the existing test attempt is put in Paused state and remaining time in the attempt is updated. Candidate can resume their test anytime before the end date time of the exam. All their previously saved responses will get saved.





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