Online Testing - Quick Troubleshooting Tips

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1 Online Testing - Quick Troubleshooting Tips This document outlines quick troubleshooting tips for some common issues related to online testing that may impact the Test Coordinators/ Administrators or the students. CTB Testing Status Alerts/Announcements can be found by accessing website and clicking on the New/Dashboard button. ISTEP+ Customer Support Tel: Option 2 Issue BEFORE TESTING BEGINS 1. Unable to login to Test Administrator System (TAS) Troubleshooting Steps Step 1 - Verify username / password. Do not have an account? Proceed to step 2. Step 2 - Need account? Contact Corporation Test Coordinator to create account. Step 3 - Need to enable Single Sign-On account? Contact Support Option 2 2. Incorrect access credentials (TAS) Step 1 - Contact Support Option 3. Unable to find test session Step 1 - Has test session already completed? Check Completed Tab in TAS for session. Step 2 - Was test session assigned by CTB? If yes, contact Support Option 2. Step 3 - If no, did Corporation Test Coordinator create the test session? If yes, contact Corporation Test Coordinator to confirm that School Level users were added as Proctors. Step 4 - If School Level users were added as Proctors but Test Session still does not appear, contact Support Option Student is missing from the online system OR this is a new/transfer student who should take an ISTEP+ online test (TAS) Step 1 - Use Find Student option and verify if student information is displayed. If not, contact the Corporation or School Test Coordinator to perform step 2 and 3. Step 2 - If not displayed, add Students manually to the system. Remember to provide the correct STN# and assign student accommodations if required. Online Testing - Quick Troubleshooting Tips v2013 P a g e 1

2 Step 3 - Add student(s) to test schedule. Print test ticket and provide to student during testing session. Step 4 - Problem not resolved? Contact Support Option 2 5. Degraded performance: (scheduling, managing students) (TAS) Step 1 - Try to access another webpage such as If access is unsuccessful, then contact local technology coordinator for assistance. Step 2 - Check the CTB Alerts pages page by accessing website and clicking on the New/Dashboard button. If no outages reported, continue to step 3. Step 3 - Logoff / Login to TAS again. Step 4 - Problem not resolved? Contact Support Option 2 6. Incorrect (or NO) online accommodation tools assigned (TAS) Step 1 - Verify accommodation tool assignments for student in the Test Administrator System and edit if needed. Step 2 - Problem not resolved? Contact Support Option 2. AFTER TESTING BEGINS 7. Student logged in as another student In the Test Delivery Client (TDC) * Complete all steps Step 1 - Stop the student from continuing on the test. Step 2 - Gather test taking student information: Name, ID, Test Session, how many test items answered; and the logged in as student information: Name, ID Step 3 - Check the testing status of the student s credential that was used, if taking the test now, Stop and gather information. Step 4 - Contact local test coordinator and principal to alert. Online Testing - Quick Troubleshooting Tips v2013 P a g e 2

3 8. Need to reset student session: when students exit the session prematurely (TDC) 9. Unable to access Program Status Monitoring (TAS) 10. Degraded performance: (monitoring students) (TAS) Step 5 - Contact Support Option 2. Step 1 - Gather student information: Name, ID, Test Session, reason for reset Step 2 - Contact CTB Customer Support Option 2. Request to reset student. Step 1 - Call Corporation Testing Coordinator to confirm administrative access Step 2 - Problem not resolved? Contact CTB Customer Support Option 2. Step 1 - Try to access another webpage such as www. microsoft.com. If unsuccessful, contact local technology coordinator. If successful, proceed to step 2. Step 2 - Check the CTB Alerts pages page by accessing website and clicking on the New/Dashboard button. If no outages reported, continue to step 3. Step 3 - Logoff / Login to TAS again. Step 4 - Problem not resolved? Contact Support Option Error Codes (except 207 or 209) or TDC will not launch (TDC) *Connectivity Issue Step 1 - Move student to different workstation to take test and contact local technology coordinator. Step 2 - Technology coordinator Follow steps to uninstall and reinstall software, copy test content and configure proxy information if needed. Step 3 - Problem not resolved? Contact CTB Customer Support Option Error Code 207, 209 or TDC will not launch due to operational test content not loaded (TDC) *Missing Content Step 1 - Move Student to different workstation to take test and contact local technology coordinator. Step 2 - Technology coordinator Access test content at oas.ctb.com. Load test content to workstation. Select Yes to Overwrite files if prompted. Step 3 - Problem not resolved? Contact Support Option 2. Online Testing - Quick Troubleshooting Tips v2013 P a g e 3

4 13. Error Code 471 or TDC Indicates Student unable to login to TDC (TDC) Step 1 - Verify that student s username, password and test access code were typed correctly into login fields. Step 2 - Log into the Test Administration System and verify that the student still exists in the test session. (Student may have been removed after tickets printed). Step 3 - Problem not resolved? Contact Support Option Error Code 472 or TDC Indicates Student session already in progress (TDC) Step 1 - Reboot computer. Ask student to wait 3 minutes and try again. Step 2 - Problem not resolved? Log into the Test Administration System to verify student testing status. Step 3 - Problem not resolved? Contact Support Option Error Code 474 or TDC Indicates Test Session Unavailable (TDC) Step 1 - Verify student s administration date and time on summary ticket. Step 2 - Log into the Test Administration System to edit dates/time or schedule makeup. Step 3 - Problem not resolved? Contact Support Option Error Code 475 or TDC Indicates Student Test Complete but Student has Not Taken Test (TDC) Step 1 - Verify that student s username, password and test access code were typed correctly into login fields and match the test ticket. Step 2 - Log into the Test Administration System to verify student testing status. If student has completed test, student cannot retake. Step 3 - If Student has not taken test but TAS indicates that student has completed, contact Support Option 2. Online Testing - Quick Troubleshooting Tips v2013 P a g e 4

5 17. Please Wait Connectivity Issue or Network Disruption or Session Restart Login Error or Heart Beat Error (TDC) Step 1 - Please Wait? - TDC will attempt to reconnect to CTB server for 1 minute. The machine will either reconnect and continue with test within 1 minute or give student option to Exit Test after 1 minute. If Exit Test option is selected, student can attempt to log back into test immediately. If login fails, move student to another workstation and move to Step 2. Step 2 - Contact local and corporation technology coordinators to check machine/network connectivity. Step 3 - Check the CTB Alerts pages page by accessing website and clicking on the New/Dashboard button. If no outages reported, continue to step 4. Step 4 - Problem not local network? No CTB outage reported? Contact Support Option Error Code 558 *Text to Speech error Step 1 - Contact local technology coordinator to ensure that MP3 content (*.mp3 files) is not being filtered. Step 2 - Problem not resolved? Contact Support Option Question or Concern about a Test Item as it Appears on the Screen (TDC) 20. Screen turned black (TDC) Step 1 - Contact Support Option 2. Step 1 - Verify that monitor/ workstation are connected to the power outlet. Step 2 - Attempt to restart the machine/monitor. Step 3 - Contact local and corporation technology coordinators to check workstation. Step 4 - Problem not resolved? Contact Support Option Text on test item too small on netbooks (TDC) Step 1 - Switch to another workstation with a larger monitor. Online Testing - Quick Troubleshooting Tips v2013 P a g e 5

6 22. Unexpected TDC behavior (TDC) Step 1 - Move Student to different workstation to take test. Step 2 - Contact local technology coordinator to report problem. Step 3 Check the CTB Alerts pages page by accessing website and clicking on the New/Dashboard button. If no outages reported, continue to step 4. Step 4 - No Alerts/Announcements? Contact Support Option Screen Reader Volume control not working (TDC) Step 1 - Check if the workstation if muted. Step 2 - Unplug the workstation (to force an interruption in test). Move the student to another workstation where volume control is working. Step 3 - Before using the same workstation again for an accommodated student, verify that the system volume is not muted and it is at its highest volume. Step 4 - Problem not resolved? Contact local technology coordinator 24. Incorrect (or NO) accommodations assigned (TAS) Step 1 - Login to Test Administration System to verify accommodation assignments for student. Edit if needed. Note: If the student test session is already in progress when edits are made to accommodations, the edited accommodation settings will not be applied to student until the next test session. Step 2 - Problem not resolved? Contact Support Option 2. ACTS OF NATURE (LOCAL) 25. School/Site closure due to local situation such as weather. Step 1 - Consult with Corporation Test & Technology Coordinators Step 2 - Get School/Corporation approval to test at alternating site Step 3 - Plan logistics for students taking test at the alternate site Step 4 - At the alternate site, ensure workstations are setup. Step 5 - Need further help? Contact Support Option 2. Online Testing - Quick Troubleshooting Tips v2013 P a g e 6

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