AssessPrep is designed to provide a smooth testing experience, but sometimes technical issues can arise. This guide aims to help you troubleshoot and resolve common problems you may encounter during your online tests. By following these tips, you can ensure a more seamless testing experience and minimize interruptions.
Common Issues and Solutions
1. Internet Issues
- Problem: You might have trouble connecting to the internet during your test.
- Solution: Click on the WiFi icon and try switching to different networks. If that doesn’t work, exit the test without submitting it and fix your internet connection.
2. SEB Locked
- Problem: The Secure Exam Browser (SEB) is locked and won’t let you continue.
- Solution: Click on the SEB to unlock it so you can get back to your test.
3. SEB Asking for Quit Password
- Problem: The SEB is asking you for a password to quit.
- Solution: On the monitor tab, find the 'More' option for your student account, and enter the SEB Quit password to continue.
4. Security Could Not Be Turned On
- Problem: Your device won’t let the security features turn on.
- Solution: Completely shut down your device and then turn it back on. Also, make sure parental control apps like Qustodio are turned off.
5. Student Joined as Guest
- Problem: A student joined as a guest, left the test, and forgot the code to rejoin.
- Solution: Teachers can see the student code for guests. They can give this code to the student so they can get back into the test.
6. Student Not Able to Type in Text Box
- Problem: The student can’t enter text in the answer box.
- Solution: Try switching from the school WiFi to another hotspot. If that works, make sure the right websites are allowed for AssessPrep (check the FS01 help article).
7. Frozen Screen
- Problem: The application has stopped responding.
- Solution: Restart your device and make sure you have the latest version of the application and a stable WiFi connection.
8. Student Shows Offline on the Monitor Tab
- Problem: The student looks like they are offline during the test.
- Solution: Check your internet connection.
9. No Name Showing for Some Users
- Problem: Some students' names are missing, which makes it hard to give them extra time.
- Solution: Certain important websites for AssessPrep need to be allowed. Check the FS01 help article for more info.
10. Unable to Submit the Test
- Problem: You can’t submit your test.
- Solution: Make sure your internet is working because you need a connection to submit.
11. Test Submitted by Mistake
- Problem: A student accidentally submitted their test.
- Solution: The teacher can reset the submissions from the Grading tab.
12. Unable to Upload Document
- Problem: You can’t upload your documents.
- Solution: This might be due to internet issues.
13. Logged in to Another Device
- Problem: You logged into a different device and can’t see your answers.
- Solution: This might be because your answers didn’t sync properly. It’s best to use the same device for your tests.
AssessPrep Mac App Issues
If you're having trouble starting or quitting a test on the AssessPrep Mac app, it could be due to the Stage Manager feature on your iPad. Follow these quick steps to resolve the issue:
1. Turn Off Stage Manager
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Swipe down from the top-right corner of your screen to open Control Centre.
- Tap the Stage Manager button.
If problems persist, contact support.