Common Technical Issues

Index

Technical issues in taking assessments

1. Student unable to Login to AssessPrep
2. Students can't see the assessment
3. Student is unable to see the 'Start' button for the test.
   • None of the students are able to see the 'Start' button. 
   • If a particular student is not able to see the 'Start' button. 
4. Students are complaining about frequent 'Focus Lost' alerts.
5. After ending a test, and clicking on 'Submit Test', it is showing as 'Loading' and not getting submitted.
6. Student has ended the test, but has not submitted the test.
7. Firebase Communication Issue (Error Code FS-01)

Technical issues with Image uploads

1. In Image upload, student is seeing a white screen, when scanning QR code and trying to upload.
2. In image upload, student is getting the error message - ‘Unable to reach the site’, when scanning  QR code and trying to upload.
3. In image upload, student is getting the error message - ‘Invalid File’.
4. In image upload, student is getting the error message - 'Cannot Upload due to low memory'.
5. Student is still unable to upload despite all attempts.

Common Issues

1. SEB Asking for Quit Password
2. Lockdown App Security Could Not Be Turned On
3. Student Joined as Guest
4. Student Not Able to Type in Text Box
5. Student Shows Offline on the Monitor Tab
6. No Name Showing for Some Users
7. Unable to Submit the Test
8. Student Submitted Test by Mistake
9. Logged in to Another Device
10. Lost student responses due to network issues
11. How to Change the Keyboard Language on a Chromebook in the Lockdown App

 

Student unable to Login to AssessPrep 

If the student is unable to login (getting the error message 'Invalid Email or  Password')  

Step 1 - Ask the student to check/re-enter the email and password and try again.  

Step 2 - If the student is still getting the same error, then from the 'Admin' account, you can  change their password.  

(1) Go to the 'Users' tab on the left side panel.

(2) Click on the 'Lock' Icon, to reset password for that particular user account. 

(3) Now, type the new password and click 'Update'. 

Step 3 - Ask student to try logging in with - Managebac, Microsoft or Google.

Students can't see the assessment

From the Teacher/Admin account, open the 'Deliver' page and check if the student has been  mapped to the test. If not, map the student to the test.  

Step 1 - Check if the student's name appears in list of 'Assigned Students'. 

Step 2 - If the student name is missing from the particular class that you mapped to the test :  (1) Go back to the home page and click on the 'Classes' tab.  

(2) Click on the 'Class Name' to add the student. 

(3) 'Select' the name of the student that has not been mapped to this class and click 'Save'.  The student will now be able to see the test under 'My Assessments'. 

Step 3 - If in Delivery Settings you have enabled - "Allow any student in your organisation to take this assessment using join code", then a student can simply take the test with the assessment join code. 

Student is unable to see the 'Start' button for the test.  

Case 1 - If all the students are not able to see the 'Start' button.   

Step 1 - The Teacher/Admin needs to recheck the Start Date and Time from the Delivery  Settings (Check the Date, Month, Year, Time (AM/PM).  If there is a Start/Date time set then the students cannot see the 'start' option before the scheduled date and time. 

Step 2 - If the Date/Time is wrong, then switch to 'Draft' mode and make the changes. 

Step 3 - You can also use the 'Now' option to choose present date and time. Click 'Submit' and then, 'Publish' the test again.

Case 2 - If a particular student is not able to see the 'Start' button.  

This happens when the student's 'System Date/Time' is out of sync with the internet date/ time.  

To resolve this issue, the student needs to update their system date/time by following the steps  in these guides :  

1. Sync Date/Time on Mac OS : https://drive.google.com/file/d/1ApF7BXJlabL7yvGEmGkfjxD8mNMHd5CA/view?usp=sharing  
2. Sync Date/Time on Windows 10 : https://drive.google.com/file/d/1hv6SHH1k1T3JEi88_Az94yF0DL571aqs/view?usp=sharing  

Students are complaining about frequent 'Focus Lost' alerts.

The 'Focus Lost' alert is triggered if the student clicks on something outside the test window.  The student just needs to write an explanation and click 'Resume' whenever such an event is  triggered.  

Step 1 - Ask the students to refrain from clicking on anything outside the test window.  

Step 2 - If this is getting triggered due to web/app notifications on the computer, ask the  student to open app.assessprep.com in Incognito mode and continue the test. 

After ending a test, and clicking on 'Submit Test', it is showing as 'Loading' and  not getting submitted.  

This happens due to unstable internet connection , please ask the student to refresh the page  and try submitting again.  

Student has ended the test, but has not submitted the test.

Make sure all students submit assessment before leaving.
We have an option to Force submit a students assessment from teachers end but this might cause issues where some solution or part of it is lost, due to data sync issues.

Still if as last resort you need to Force Submit, On the 'Monitor' page, from the 'Live Invigilation Dashboard', click on 'Force Submit'. 
 

In Image upload, student is seeing a white screen, when scanning QR code and trying to upload.

Step 1 - This happens when a student is not using a standard browser such as Chrome or  Safari. Ask the students to use standard browsers for taking the test and uploading answers.  

Note : We recommend the use of Google Lens as QR Code Scanner (other QR code scanners  also work fine).  

Step 2 - If the issue still persists, the student needs to copy the URL after scanning the QR code  and paste it in the address bar of the web browser.  

In image upload, student is getting the error message - ‘Unable to reach the site’, when scanning  QR code and trying to upload.  

This only happens when the internet is not working on the student's phone. Please ask the  student to fix the internet or connect to another network.  

In image upload, student is getting the error message - ‘Invalid File’. 

This only happens when the internet is not working on the student's phone. Please ask the  student to fix the internet or connect to another network.  

In image upload, student is getting the error message - 'Cannot Upload due to low memory'.  

This is an 'Android OS' specific issue.  

To resolve this issue, ask the student to :  

Step 1 - Click all the pictures using the phone's camera.  

Step 2 - Scan QR Code.  

Step 3 - Upload from 'File Manager' or 'Gallery' instead of directly clicking using camera.

Student is still unable to upload despite all attempts.

There is no need to panic as AssessPrep allows the students to upload their answers even  after submitting the test.  

Ask the students to follow the steps in this guide on 'How to Upload after the test' :  https://drive.google.com/file/d/1CzW_Pbfi_3TDxumlVx9FTYLz92vzJ2h5/view?usp=sharing  

 

Firebase Communication Issue (Error Code FS-01)

If either a student or a teacher encounters the error code FS-01 on AssessPrep, it indicates a connectivity issue with Firebase services, which prevents the student from being able to start the test. This issue typically affects test monitoring and secure backup of student answers.

 

To resolve Firebase communication issues, which prevent students from starting their tests, follow the steps below to configure your school's network. This includes opening specific ports and ensuring access to Firebase-related URLs.

Step 1: Open Required Ports

Open the following ports in your firewall settings for Firebase communication:

• Port 5228
• Port 5229
• Port 5230

Step 2: Allow Access to Essential URLs

Add these URLs to your proxy's allowlist:

• www.googleapis.com
• fcm.googleapis.com
• gcm-http.googleapis.com
• accounts.google.com
• assessprepv2prod.firebaseio.com
• firestore.googleapis.com
• www.wiris.net

Network Testing

After implementing these changes, validate them by running a network test.

Running the Test

1. Visit the testing webpage: Firebase Debugging Tool
2. Run the test and wait for the results.

Desired Output

The test output should resemble the following:

sql

 

All tests done.
1: webchannel.googleapis.com with default options: SUCCEEDED
2: webchannel.googleapis.com with detectBufferingProxy: SUCCEEDED
3: webchannel.googleapis.com with forceLongPolling: SUCCEEDED
4: webchannel.sandbox.google.com with default options: SUCCEEDED
5: webchannel.sandbox.google.com with detectBufferingProxy: SUCCEEDED
6: webchannel.sandbox.google.com with forceLongPolling: SUCCEEDED
7: Firestore listen test with default options: SUCCEEDED
8: Firestore listen test with detectBufferingProxy: SUCCEEDED
9: Firestore listen test with forceLongPolling: SUCCEEDED

 

 

Common Issues and Solutions

 

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.

Security Could Not Be Turned On

• Problem: Your device won’t let the security features to activate.
  • Solution: Completely shut down your device and then turn it back on. Also, make sure parental control apps like Qustodio are turned off.

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.

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).

Student Shows Offline on the Monitor Tab

• Problem: The student looks like they are offline during the test.
  • Solution: Check your internet connection.

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.

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.

Test Submitted by Mistake

• Problem: A student accidentally submitted their test.
  • Solution: The teacher can reset the submissions from the Grading tab.

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.

Sync Backed Up Responses

• Problem: Due to network disconnection, responses were lost for the student
  • Solution: View & Restore Backed Up Responses

How to Change the Keyboard Language on a Chromebook in the Lockdown App

It is possible to switch to another keyboard layout when taking exams on AssessPrep's Lockdown mode. To enable this, the school admin needs to set up the required keyboard languages in advance. Once the languages are added, students can easily switch between them during their exams. This guide explains the steps the admin needs to follow and how students can switch languages during the exam.

 

Follow this Step-by-Step Guide

Step 1: Admin Logs in to the Google Admin Console

First, the school admin needs to log into the Google Admin Console with their admin username and password. This is where all Chromebook settings are controlled.

Step 2: Admin Goes to Device Settings

Once logged in, the admin should follow these steps:

• Go to Devices > Chrome > Settings.
• Click on the Device settings tab.

This will bring up all the Chromebook settings that need to be changed.

Step 3: Admin Adds Keyboard Languages in Kiosk Allowed Input Methods

In the Device settings section, the admin should find Kiosk allowed input methods. This is where the admin can add the keyboard languages that students will need for their exams, such as English (US), German, or any other required languages.

Step 4: Admin Applies the Language Settings to Student Groups

Next, the admin needs to apply these language settings to the correct student groups. These groups are called Organizational Units (OUs). This makes sure the students taking exams will have access to these languages during the lockdown mode.

Step 5: Students Switch Between Languages During the Exam

When the exam starts, students can switch between the keyboard languages set by the admin. To do this, students press CTRL + SHIFT + SPACE on the keyboard. This will allow them to change to the language they need during their exam.

Note: Teachers can remind students how to switch between languages using the shortcut if needed.