Quick Reference: Technical Troubles
PROBLEM:
You log a candidate into PASS, and the candidate is not listed in the dropdown menu.
SOLUTION:
Contact NATE to make sure the candidate is scheduled for the correct date/time.
PROBLEM:
Candidate is testing, and the screen freezes, or internet service is disrupted.
SOLUTION:
• Reassure the candidate that the timer has stopped, and all answers have been saved.
• Close down the internet browser. You do not need to turn off the computer.
• Re-open the internet browser, go back to the PASS page, and log the candidate back into the exam. The
exam will pick up where it left off.
PROBLEM:
Candidate is testing, and an error message appears on the screen.
SOLUTION:
• Reassure the candidate that the timer has stopped, and all answers have been saved.
• Close down the internet browser. You do not need to turn off the computer.
• Re-open the internet browser, go back to the PASS page, and log the candidate back into the exam. The
exam will pick up where it left off.
PROBLEM:
Candidate is testing and is unable to advance to the next question (navigation arrow buttons are not responding).
SOLUTION:
• Reassure the candidate that the timer has stopped, and all answers have been saved.
• Close down the internet browser. You do not need to turn off the computer.
• Re-open the internet browser, go back to the PASS page, and log the candidate back into the exam. The
exam will pick up where it left off.
PROBLEM:
During testing, a fire alarm goes off, or some other emergency requires everyone to leave the building.
SOLUTION:
• Do not submit the exam.
• If you have time, close down the internet browser before leaving the building. This will stop the timer and
save all answers. Upon your return, log the candidate back in to the exam, and it will pick up where it left off.
• If you do not have time to close down the internet browser, then do so when you return to the testing room.
Call NATE (who will, in turn, call Castle) and let NATE know the amount of time the candidate lost on the
exam so that the time can be added back. Then you can log the candidate back in to finish the test.
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Quick Reference: Technical Troubles, continued
PROBLEM:
Candidate says screen is going all the way to the end of the exam or all the way to the beginning.
SOLUTION:
• Show the candidate the difference between the single arrows and the double arrows. The single arrows will
move the exam to the previous or next question. The double arrows move the exam to the very first or very
last question.
PROBLEM:
Candidate wants to submit the exam before the timer has run out.
SOLUTION:
• Tell the candidate to click the “Submit” button at the top of the screen. The page will inform them that they
have time remaining and if they have left questions unanswered or marked for subsequent review. The page
will look similar to this:
•
• If the candidate wishes to return to the exam and
continue, he/she must click on the “No, Return to the Exam”
button.
• If the candidate wishes to submit the exam, he/she
must type “I understand” (without the quotation marks) in the
appropriate box and then click on “Yes, End the Exam Now.”
Make sure the candidate understands that once this is done, the exam will be submitted, and the
candidate will not be able to log back in.
The results page will be displayed. Print the page for the candidate.
PROBLEM:
Score won’t print.
SOLUTION:
• Make sure the printer is on.
• Double-check the connections from the computer to the printer and try again.
• Log the candidate out of the exam, move to another computer, log the candidate back in, and print the score
from that computer.
• If you still cannot get the score to print, contact NATE, and they will work to get a score report sent within
one business day via email to the candidate.
Quick Reference: Technical Troubles, continued
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PROBLEM:
Candidate has trouble seeing the screen and would like a larger font.
SOLUTION:
• Hold down the “CTRL” button and press the Plus Sign (+) until the screen text is large enough for the
candidate.
• After the exam, hold down the “CTRL” button and press the Minus Sign (-) until the screen text is back to its
previous size.
PROBLEM:
Candidate needs to take a restroom/water break during the exam.
SOLUTION:
Allow the candidate to leave the testing room, but do not close the internet window or submit the exam. Be sure the
candidate is aware that the timer will continue to run while they are out of the exam room.
PROBLEM:
The computer is blocking pop-ups. (Instructions for Internet Explorer 10)
SOLUTION:
• Find the “Tools” menu on the right>Internet Options>Security Tab.
• Make sure the “Turn on Pop-Up Blocker” option is unchecked. Click
OK to close the box.
Quick Reference: Technical Troubles, continued
PROBLEM:
Candidate keeps getting disconnected from the exam.
SOLUTION:
• If this happens more than once, check the internet connection.
• If there is nothing wrong with the connection, try using another browser (such as Firefox).
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•
•
Move the candidate to another computer (make sure the candidate is closed out of the first computer).
If you cannot keep the candidate logged into the exam, call NATE.
PROBLEM:
I don’t know how to make www.castleworldwide.com a trusted site. (Instructions for Internet Explorer 10)
SOLUTION:
• Find the “Tools” menu on the right>Internet Options>Privacy Tab.
•
•
Click on the “Sites” button.
Type www.castleworldwide.com in the field under “Add this website to the zone.”
•
Quick
Click on the “Add” button and then “Close.”
Reference: Technical Troubles, continued
PROBLEM:
Candidate is unable to complete the exam for any reason, technical or otherwise.
SOLUTION:
• Contact NATE immediately.
• Please note that once a candidate starts an exam, he or she must finish the exam in that same sitting.
• If the candidate is unable to complete the exam in one sitting, the exam will automatically submit at the
end of the day, and the candidate will need to register to take the exam again.
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