| Help Desk
If you are currently taking
an assessment with the ExamsDirect service and
have a question, please contact your Manager or designated
Help Desk. Pedagogue Solutions can only help with ExamsDirect/PedagogueAMS
related issues. Pedagogue Solutions cannot evaluate or troubleshoot
PC’s that belong to the client. Every effort should
be made by the Client’s support team to isolate the
problem before escalation to Pedagogue Solutions.
Pedagogue Troubleshooting
Student Troubleshooting Best Practices
The following information is meant as an initial
troubleshooting method for the most common student issues.
Popup Blockers
– Popup blockers cause the highest number of
trouble calls for ExamsDirect. Any active popup
blocker MUST BE DISABLED when using ExamsDirect. It is
not enough to simply ‘allow’ the popup and keep
the popup blocker enabled. When a popup blocker is in use,
the student is able to log in successfully and will see the
required exams. When an exam is clicked most times the exam
is never displayed and the student feels as though the link
is not working. To test if a student has a popup blocker enabled,
the following page can be of use:
http://www.popup-killer-review.com/rundetect.htm
Click here
for a brief summary of how to disable common Pop-Up Blockers.
Local Cache
– Occasionally, a student may lose connectivity
to the Internet or experience a network failure (DNS, routing,
etc.). Sometimes when this happens the student’s browser
will not properly reload the content on the testing page in
order to allow the student to continue where they left off.
They may even see a screen displayed similar to the screen
below. The solution to this issue is to simply open IE and
go to ‘Tools’ – ‘Internet Options’
– ‘Delete Files’ and click the checkbox
for ‘Delete all offline content’. This clears
the cache and enables the student to continue the exam where
they left off.
Exams Not Assigned and/or Reassignments
– Students are assigned exams according to the Client.
If an exam is not assigned to a particular student, the project
manager responsible for testing should be contacted who should
then contact the portal project manager if changes are to
be made. Changes to assignments cannot be made, including
assigning retests, without the project manager’s approval.
The student’s manager’s approval is not sufficient
approval.
Passwords – After 6 unsuccessful
password attempts, the student’s password is locked
out. The portal project manager must be contacted to reactivate
the student’s ID.
Connectivity –
If possible it is best not to go through the company VPN when
taking a Pedagogue Exam. If connectivity issues continue,
students should contact their internal support department
regarding these issues.
Manager Troubleshooting Best Practices
- Try logging into the
portal as the student with the current information contained
on your roster. If this is successful, ask the student what
information they are using to log in. It is common for signals
to get crossed and students to use the wrong information
(SSN instead of Employee ID, Home phone number instead of
Office phone number etc) to log in.
- If a student does not
see exams that they should have assigned on their ‘Required’
page, they may have already passed the exam in either Pilot
or during a Production run. Contact Pedagogue Support to
deactivate the student’s previous result if you would
like them to take the exam again. In some situations, the
student may not be in the correct group (dictated by the
Roster import file). You may want to check this and send
an updated file to Pedagogue Support.
- If a student is seeing
blank screens when logging in, or the username/password
screen is not displayed after the initial splash screen,
a popup blocker or an incompatible browser version is the
likely cause. ExamsDirect is compatible only with Microsoft
Internet Explorer version 6 and above running on an IBM
compatible PC.
Internet Explorer 7 Clipboard Access Error
If you receive this error while trying to take
an exam on Pedagogue Direct, instructions how to fix it can
be found in the following PDF. Download
IE7 Clipboard fix pdf
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