Troubleshooting Issues

Incorrect Assessment Selected

In the rare event that a student starts an assessment unintentionally, the student’s assessment should be paused and the student should be instructed to log off and log on again to select the correct assessment.

Assessment Does Not Display in the Test Administrator Interface

When summative assessments are not displayed in the Test Administrator Interface, it may be that the test examiner has not signed the Test Security Affidavit in TOMS prior to logging on to the Test Administrator Interface. Once signed, the test examiner will be allowed access to view and administer ELPAC.

Other causes might include a dropped internet connection, incorrect web browser version, or other unique situations. These must be resolved before testing can begin.

Student Access

If a student experiences an issue with the TDS or if accessibility resources are not functioning as intended, have them either pause the test and then immediately rejoin the test session; or join a new test session. If the issue persists, have the student stop testing and notify the site ELPAC coordinator, who can escalate the issue.

Audio

If audio issues occur, take one of the following actions:

  1. Ensure headphones are securely plugged in to the correct jack or USB port.
  2. If the headphones have a volume control, ensure the volume is not muted.
  3. Ensure that the audio on the device is not muted (often via a control panel or settings window).
  4. Reboot the student’s device.

If the student is still experiencing issues, contact the site ELPAC coordinator or school technology coordinator.

Video

If video issues occur, take one of the following actions:

  1. Make sure the student has selected the [I could play the sound and video] button before attempting to continue.
  2. Ask the student to exit the secure browser and then restart the test session.
  3. Reboot the student’s device.

Recording

If the issue is that the student cannot hear their recorded voice, take one of the following actions:

  1. Ensure headsets are securely plugged in to the correct jack or USB port.
  2. Position the student’s microphone closer to the student’s mouth.
  3. Ask the student to speak louder.
  4. Reboot the student’s device.