K12 Tech Support (866-512-2273), https://www.help.k12.com/s/submit-a-case
Padlet: Problem Solving for Admin Designees
Thanks to Ramiro Sequeira-Lezama for this helpful resource.
Student Device Troubleshooting Steps
Also check out the 'Helpful Links' section at the bottom of the page for K12 support contact information
and device request forms
Step 1. Does the student have Internet Access?
Yes – Go to Step 2
No – Find out:
Are they using Wifi, is it turned on? Is the laptop in 'Airplane Mode?'
Are other devices able to get on the Internet?
Is someone else using the Internet in the house—maybe the bandwidth is too low?
Have them restart their Gateway/Modem and have them wait 2 minutes before restarting the device and trying to connect again
See the Internet Connectivity Issues Section below for additional steps
Personal Device (Go to Step 3) CAVA Computer (Go to Step 4)
No – Install the Secure Browser Manually and try again
How to Install the Secure Browser on a Windows-Based Computer
No - The computer doesn't have enough hard drive space to install the program. Please have the student delete unwanted files in the Downloads, My Documents, and Pictures folders or contact K12 Tech Support for help in making space on the hard drive.
No - There's an error message that says, "The app you're trying to install isn't a Microsoft-verified app" (see below)
No - There is an error message that says, "This installation package is not supported by this processor type." The student is trying to load the wrong version of the Secure Browser. Have the download and install the 64-bit version, NOT the ARM version).
There are versions of Windows 10 and Windows 11 where the student is limited to downloading apps ONLY from the Windows Store. This safety feature is called 'S Mode.' The system CAN be changed from S Mode, (see directions here), but the LC will need to make the changes since they are a security-related setting.
Apple MAC computers require extra steps to install the Secure Browser. See HERE for directions. Families are welcome to try installing the Browser on their MAC on their own, but the official recommendation is for the student to contact K12 to arrange for a Windows laptop to be sent to the student.
Most personal Chromebooks and single board computers like the Raspberry Pi will NOT work with the Secure Browser. Please have the student use a different device or contact the teacher or admin designee to arrange for a CAVA computer to be assigned to the student.
Yes – Continue to Next Step
Yes – Go to Step 7
No – Install/Reinstall the SecureBrowser
Close any programs other than a Web Browser (Google Chrome, etc.)
Use the directions available here to install/reinstall the Secure Browser
Find the file and open it. The installer will begin the setup process. Note: If another version of the Secure Browser is installed you may see the “Modify, Repair or Remove Installation Dialog box (see below). Choose ‘remove’ to uninstall the old version (version 17.0) of the Secure Browser. Once the removal process finishes, click on the install file again to install the 2025-2026 version of the Secure Browser.
No – Try starting the Secure Browser manually from the start menu (in Windows)--the Secure Browser should be listed as ‘CASecureBrowser’ on the program menu. Continue to the Next Step if the browser still doesn’t start.
Yes (Nothing Happens/Black Screen) – What you are seeing is the ‘script’ that gives directions to the computer to restart and start the Secure Browser. The black screen is normal and the computer should restart by itself in a few minutes (3-5 minutes). If the system doesn’t restart, Go to Step 6
Yes (Error Message) - See Below
SY 23/24 Error
SY 24/25 Error
SY 25/26 Error
403 Forbidden/Sorry you have been blocked/Request failed Error Screen:
This error suggests that the Secure Browser started but that student's computer is unable to connect to the testing server because the server has detected that the computer is located outside California.
First Step: Break out of the Error Message
Use the Task Manager (Ctrl-Alt-Delete) to end the 'Secure Browser'. You may need to reboot the computer if the Windows Task Bar does not appear. Hit Ctrl-Esc to bring up the Start menu and choose the power button to reboot the computer.
Second Step: Confirm the IP Address
Once at the desktop, ask the student to open an Internet Browser window and go to the link (https://whatismyip.org)
Note: New for 2026, there is a small button in the error screen to view the student's IP Address, and the country abbreviation is at the end of the last line on the screen, but but you should still have them look up the IP address at whatismyip.org to verify the IP Address details.
Write down or take a screenshot of the details for IP Address, City, State, and Country.
Third Step: Ask the student where they are located
The student is located outside the US.
If the student is located outside the US, they cannot take the test and should contact their teacher.
Fill out the Forbidden/Blocked Error Message Form to notify the Principal and Sarah Neuenschwander.
Use the email template found below to send an email to the teacher and Admin Designee to let them know of the referral to the administrative team.
The student says thay are in the US.
If the student says they are in the US, ask them if they are using a VPN (Virtual Private Network).
If they do not know whether they are using a VPN, ask them to ask their LC or another responsible adult at their location.
VPNs are often used to safeguard network traffic from unauthorized access, but they can also be used to mask a computer's location which could cause the Secure Browser's servers to think the student's computer is in another city or outside the US.
Option 1: IF the student is using a VPN set to a location outside the US, the VPN must be set to a US server or turned off (the way to do this is individual to each program, but should be fairly apparent).
Quitting out of the program may be enough to turn off the VPN.
Retry the Secure Browser to see if it will start. If it doesn't, reach out to Trish (trweber@caliva.org or in Teams) for more steps.
Option 2: Check to make sure Microsoft Teams is not running. If it is, 'end' the program (See Step 9 on the IC Tech Troubleshooting Site for additional directions). Try the Secure Browser again.
Option 3: Have the family contact their Internet Service Provider (ISP) and explain the situation. The ISP may be able to troubleshoot the issue and assign an IP address located in the US. Note: If the ISP is located outside the US, but the student is located INSIDE the US, that could be a reason for the error. Non-US ISPs use IP addresses assigned to the country in which the ISP is located.
Optional Step: If the student isn't sure who their ISP is, run a search at ipapi - Bulk IP Lookup Tool | Locate IP Address on a Map and put the student's IP into this search tool. It will give you the student's geolocation AND the ISP (far right of the screen).
Option 4: Have the student try accessing the Secure Browser from another network (friend, family, library, etc.)
Next Steps if the error is unresolved:
Follow the tasks in the Third Step above to fill out the Forbidden/Blocked Error Message form and then email the student’s teacher and Admin Designee.
No – Continue to Next Step
Yes (on a Personal Device) – Restarting (choose restart, not shutdown) **should** clear the error.
Restart the device and try to start the SecureBrowser.
If that doesn’t work, reinstall the Browser manually (See Helpful Links at the bottom of this document) and try accessing the Browser again.
If the SecureBrowser continues to fail, contact support (See Step 11)
Yes (on a CAVA Computer) - CAVA computers can reset themselves if there is an error. To reset:
Manually shut down the computer (Hold down the power button for a long 10 second count until the computer goes silent and the lights go off.)
Wait 10-15 minutes (which should trigger the CAVA system to reload and reset the computer), and then restart the computer.
Once the computer has fully reloaded and can access the internet, start the SecureBrowser.
If the SecureBrowser continues to fail contact support (See Step 11)
Note: Weird things can happen in Operating Systems, so if the machine freezes or crashes once, try again. More than twice, though, you have a pattern and it’s probably time to reach out to support (CAVA Computers) or consider a different device (personal devices).
Possible error screens include:
No – Continue to Step 11
Yes – Make a note of which apps/programs need to be closed and continue to the next step
Close the program that the Secure Browser says is causing the problem. If you can see any program on the task bar or list of open programs, other than the Secure Browser, close it.
On desktop devices, try going to Task Manager Processes Tab (Windows) or Force Quit Applications (Mac) and ‘End Task’ or ‘Force Quit’ buttons any open applications. (Use the key combinations of Ctrl-Alt-Delete on a Windows computer and Command-Option (or Alt)-Escape on a Mac to access the Task Manager/Force Quit Options.)
If you can see any program on the task manager (except for the Task Manager itself or the Secure Browser), close it or 'end' the task.
Other Programs with Known Issues:
The ‘Discord’ program can cause the Browser to stop running and should be uninstalled (see below for directions).
Microsoft Teams should be able to be closed, but may also need to be uninstalled.
Uninstalling Programs in Windows 10 Uninstalling programs in Windows 11
Directions for Discord: How to Uninstall Discord on Windows
If you receive a notification that Microsoft Teams is still running, see instructions below to close it.
To close Microsoft Teams:
• Launch the Teams app and click on your profile icon at the upper-right corner of the screen.
• Click on Settings from the menu.
• Click on the General tab and scroll down to the “Application” section.
• Uncheck the “On close, keep the application running” box.
If programs are still interfering with the Secure Browser:
WindowsOS: If the message still appears on a Windows computer, go to the Task Manager and click on the ‘Services’ Tab.
It is often helpful to click at the top of the ‘Description’ column and use the information there to find the Service that is causing the problem. Right-click on the service and choose ‘Stop’ to stop the service.
**Warning: Stop only what is absolutely needed, stopping services can cause the system to become unstable.**
If you still receive an warning message on a Windows computer, it is possible that programs are running in the background (we have seen this happen with Windows Photo and Calculator and certain K12 Notifications). There is an option to disable Background Apps under the Privacy Settings.
Click on the Privacy Settings and scroll down to ‘Background apps’
Choose ‘Background apps’ and toggle the button from On to Off for programs that are keeping the Secure Browser from starting. You can also choose to turn off all Background Apps.
K12 Notifications: Certain K12 applications run in the background (K12 Microphone Notifications, K12 Terms of Service, etc.). These background processes should automatically be disabled when the Secure Browser loads, but the student's computer may not be updating properly.
The student can try to stop these notifications, but they will probably return. If these 'K12 Notifications' are interrupting the browser, K12 will need to send the student a new computer. A temporary workaround would be to have the student use another Windows computer to test (sibling, LC, etc.), but the problem can only be fixed by reinstalling Windows (not something normally done remotely).
Confirm the SSID and Test Information with the teacher or Admin Designee and try to re-enter the information.
Tip: Make sure that a space hasn’t been entered at the beginning or end of the SSID or Test Information. Other common errors include mistaking the letter ‘l’ for the number ‘1’ or the letter ‘O’ for a zero ‘0’ (SSIDs are all digits, but Test Session IDs can be a mix of numbers and digits)
Yes, The SSID and Test Information is being entered correctly – Go to Step 11
Next Step for SSID Related Issues
IQ LA and Insight schools - Please have the family contact their administrator for additional help.
_______________________________________________________
Next Step for students enrolled in the California Virtual Academies (CAVA):
The family will need to contact the teacher to have them investigate the problem with the test login information.
CAASPP Testing Tech Support Options for CAVA Students
A Zoom Room staffed by our Instructional Coaching Team will be open school days,
9am – 11:45am and 12:45pm – 3:30pm, from April 27 - May 17.
To reach the Zoom Room:
Weblink: https://caliva-org.zoom.us/my/testingtech
QR Code: Click here for the QR Code to access the Zoom Room.
Zoom Dial-in Number: 1-669-444-9171, Meeting ID: 981 546 6276
Self-help resources for families: https://sites.google.com/californiava.org/caaspptestingfamilyhelp/home
K12/Stride Tech Support: https://www.help.k12.com or 866-512-2273
If a family needs testing tech support outside the Zoom Room Support window, please have them contact K12/Stride directly.
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/
Easier link to the Secure Browser Download Page: https://tinyurl.com/2ajea7xk
CAVA Testing FAQ for Staff: https://padlet.com/testingquestions/frequently-asked-questions-aec1sx7aa8qgkucl
Accessibility Resources (Embedded Accomodations, etc.) State Testing Hub - Accessibility Resources Training (google.com)
Families that have never had a school issued computer: See the directions to request a School Issued Computer on the Tech Hub Home Page.
Families who have exhausted the IC tech support options but still cannot test: Have the family contact K12 Tech Support, explain the situation, and request that K12 try to fix the problem and then replace the computer if it cannot be fixed.
If you have question about this site please contact Dr. Trish Weber at trweber@caliva.org.
Check to see if the audio works in another program: YouTube Audio Sample
Consider using Windows' Audio Troubleshooting Tools: Settings|Update & Security|Troubleshoot|Other Troubleshooters (at the bottom)
IF you find that the microphone is not installed, use this form (Microphone Reinstallation Request Form) to request that K12 reinstall the driver remotely.
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 Engageli but not in the Secure Browser?
Yes – Continue to Step A
No – Continue to Step B Below
Step A. Stop Engageli Camera Access
Engageli may still have access to the camera. BEFORE leaving Engageli turn off the camera using the toggle button under the settings ‘lock’.
Step A Continued. Quit out of Engageli (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. Consider using Windows' Audio Troubleshooting Tools: Settings|Update & Security|Troubleshoot|Other Troubleshooters (at the bottom)
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.
Step A: Does the keyboard work in ANY program? If not, reboot the computer and try again.
Step B: Check to see if Sticky Keys/Filter Keys were set by mistake.
Open Settings > Ease of Access (Accessibility in Windows 11) > Keyboard and see if Use Filter Keys is turned on. If so, toggle it off to see if it helps.
Also, check to make sure 'Sticky Keys' is turned off.
Additional directions and video for turning off Filter/Sticky Keys: How-To Geek: How to Turn Off Sticky Keys on Windows 10
Step C: Does the family have an external keyboard that can be plugged into the laptop temporarily? Does the student have access to another computer they can use for testing?
Step D:
For CAVA Computers: Have the family contact K12 support to have them do further troubleshooting and replace the computer, if needed.
For Personal Computers: This PC Magazine article has additional steps - PC Mag: How do I fix my laptop keyboard?
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.