2024 CAASPP & ELPAC Testing
Troubleshooting Help
See the information below for help in installing or working through issues with the California State Testing Secure Browser
I am using a school-provided computer.
Need to install the SecureBrowser?
(The download should start automatically. If not, go to the SecureBrowser Download site: https://ca.portal.cambiumast.com/index.html)
Need to check your Internet Connection?
Scroll down for additional troubleshooting help
I am using my own computer or tablet for testing.
Need to install the SecureBrowser on your own device?
Note: Personal Chromebooks can not be used
Need to check your Internet Connection?
Scroll down for additional troubleshooting help
Solving the "Unsupported OS/Browser Combination" Error Message
The most common reason for this error message is that your computer has not installed the 2024 version of the Secure Browser (Version 16). For most students, downloading a fresh copy of the Secure Browser from this link will fix the problem: Click here for options
If you need additional help please see the resources below.
Are you having trouble installing or getting the Secure Browser to work correctly?
See the pages below for more information.
Tech Tips for School-Provided Devices
Tech Tips for Personal Devices
Audio Troubleshooting Resources
Live Tech Support Options
IQ LA and Insight schools - Please contact your administrator for additional help.
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For students enrolled in the California Virtual Academies (CAVA):
CAASPP Testing Tech Support Options for CAVA Students
Live CAASPP Tech Support in Zoom: Available Shool Days from April 22nd - May 10th: 9am - 11:45am & 12:45pm - 3:30pm
Zoom Dial-in Number: 1-669-444-9171, Meeting ID: 981 546 6276
K12 Tech Support: • K12/Stride Tech Support: https://www.help.k12.com or 866-512-2273
Helpful Links
Parent-facing FAQ for Testing Questions: https://sites.google.com/californiava.org/cava-parent-testing-site/home
SecureBrowser Download Page: https://ca.portal.cambiumast.com/
If you have question about this site please contact Dr. Trish Weber at trweber@caliva.org.
Audio Troubleshooting
Camera Troubleshooting
Tip: Have the student/LC check above or near the camera for a small ‘door’ that covers the camera. The door may have been closed and is keeping the camera from working.
Tip for Non-CAVA computers: Some computers use a key combination (ie: Windows Key-F6) to toggle the camera on and off. Use Google to search for camera-specific function keys related to the specific computer the student is using.)
Is the camera working in NewRow but not in the Secure Browser?
Yes – Continue to Step A
No – Continue to Step B Below
Step A. Stop NewRow Camera Access
NewRow may still have access to the camera. BEFORE leaving NewRow turn off the camera using the toggle button under the settings ‘lock’.
Step A Continued. Quit out of NewRow (and all other programs) and start the Secure Browser.
Make sure the student has allowed camera access during the Secure Browser start up process.
Step B. Optional Step for non-CAVA Computers: Check for updates.
Select Start, then select Settings > Update & Security > Windows Update > Check for updates. If you see the option to View optional updates, select it to see if there are updates available for your camera. Allow available updates to install, then restart your device when it's ready.
Step C. Was the camera working and now it stopped? Restart the PC.
If you haven’t restarted your device since the camera stopped working, restart your computer. Select Start , then select Power > Restart. Waking up your device from sleep isn’t the same as a restart.
Step D. Testing the camera: Test the camera with the Camera app.
Select Start, then choose Camera from the list of apps. If you’re asked to allow access to the Camera, select Yes. If the camera works in the Camera app, the problem might be with the app you’re trying to use.
Step E. Give the apps permission to use the camera.
You might need to give apps permission to use the camera. To let the device access the camera, select Start , then select Settings > Privacy > Camera . In ‘Allow access to the camera on this device’, if Camera access for this device is turned off, select Change and turn on Camera access for this device. You may also need to go to ‘Allow desktop apps access to your camera’ and make sure it's turned on.
Step F. Advanced Troubleshooting: Check your hardware drivers
See the Microsoft Resource article below for more details on how to check the camera driver.
Internet Connectivity Issues
Internet connectivity is crucial to take the CAASPP or ELPAC tests. A weak signal may make the system unable to submit questions or freeze intermittently.
The system’s internet connectivity can be tested by going to https://k12testing.speedtestcustom.com/
If upload speeds are less than 1mbps, or ping times are > 100ms, there is a connection issue. Have the student move closer to their Wi-Fi router, or there may be an issue with their Internet and they will need to try testing later or contact their Internet provider.
Is the Secure Browser connected to the Internet (Possible errors include: ‘T1 Connection Failed’ or that the browser cannot ‘Connect Automatically’)
No – Make sure the computer is set to ‘Connect Automatically’ the student’s Wifi:
Yes – Go to Step 10 of this Troubleshooting Resource
Is there a Wifi signal outside the Secure Browser, but not when using the Secure Browser? Try Connecting to Wifi Automatically:
Choose the Network Status Icon (usually in the bottom right near the clock).
If the Wifi is turned off, you’ll see a slightly different icon:
Click on the icon and then choose the ‘Wifi’ Button to turn Wifi on.
Identify the name of the Wifi Connection, click on it, and choose the ‘Connect Automatically’ box if it appears (if the box doesn’t appear, the Wifi is already set to connect automatically). It may be helpful to choose the disconnect button and then connect again to make sure. The Wifi may need approximately 60 seconds to connect.
