Troubleshooting Student Login Issues

If a student doesn’t see their name in the dropdown menu, first make sure it is on the list on your test session dashboard. 

1. If the name is listed on your dashboard and the status says “Awaiting Student” 

• Direct student to close all windows 

• Start the login process over. 

2. If the name is listed on your dashboard and the status says “To Be Confirmed”  or “Confirmed”

• Tick the box by the student's name, 

• Click on “Select Action” and 

• Select “Do Not Confirm,” then 

• Direct student to close all windows and 

• Start the login process over.

3. If the name is listed on your dashboard and in any other status 

• Tick the box by the student's name, 

• Click on “Select Action” and 

• Select “Suspend” (or “Pause” and then “Suspend”), then 

• Tick the box by their name again and 

• Select “Test Again." 

• Direct the student to close all windows and 

• Start the login process over.

4. If the student’s name is NOT listed, you will need to add them to the test session--send a message in the HS MAP Google Chat for help.

Remind the student to slow down and answer carefully, then tick the box by their name, go to “Select Action” and select “Resume.” DO NOT give students your Proctor PIN. 

More info on Rapid Guessing is in this video.

General Issues:

• Instruct the student to fully turn off and restart their iPad or Macbook (make sure they actually do it) - this solves most problems! 

White Screen (or Mostly White Screen) of Death (after starting the test):

• This is an internet connectivity issue--students MUST be connected to AIS Google (AIS Guest WILL NOT support MAP Testing)

• Reset the student on your dashboard using the login troubleshooting instructions above.

• Direct the student to open a tab in Chrome and go to neverssl.com or ais.edu.hk and refresh the page until they get a screen that directs them to login to their AIS Google account (they may need to refresh multiple times).

No Wifi for All or Most Students:

• Inform us through the MAP Chat, but also have your students be patient and direct them to launch the app and login in groups of about 5 at a time--everyone logging in at once may simply be overtaxing the router.

App won't start at all (the Other White Screen of Death):

• This is a wifi issue again, so see #2 above, or try restarting the iPad/Macbook again.

Name not in MAP dropdown menu: 

• first, make sure the student's name is listed on your MAP dashboard. If it is, follow the login troubleshooting instructions above. If it is NOT, message us in the MAP chat.

Other issues: message us in the chat.

All students will start with the same test, but some will finish faster than others. In order to make the best use of student time (so students are not just sitting around waiting for others to finish), you will assign them to the next test so they can continue working.

1. Once the student’s status has changed to “Completed,” tick the box by their name, go to “Select Action” and choose “Test Again.”

2. The student’s status should now read “Awaiting Student.” Tick the box by their name again, and this time click the button that says “Assign Test”.

3. A pop-up box of test options will appear--find the correct next test and click “Assign.” MAKE SURE you select the GROWTH tests (NOT Screening).

• First - Growth: Reading 

• Second - Growth: Math

• Third - Growth: Language

4. The student's status should once again be on "Awaiting Student" with the new test assigned.

5. Direct the student to log in again (same Session Name and Password).

6. Confirm the student again once they have finished logging in (status will change to "To Be Confirmed").

7. If the student is continuing a test they didn't complete in a previous session, a pop-up will appear on your screen--select "Resume Test" and click the blue button.