Troubleshooting

Follow the steps below to self-resolve many technical issues.

Candidate Logins

If a candidate enters in their information and is unable to login run through these troubleshooting steps before choosing to Proctor Login. Proctor logins should always be considered a last resort.

1. Make sure the candidate has been Checked In on the proctor site. This is the most common reason for Login failure.

2. Double check to make sure the candidate is using the correct email address for their Username. This can be checked by clicking the candidate’s name on that day's roster in the Proctor Admin site.

3. Confirm that the password is the password used for the candidate's www.nationaltestingnetwork.com account.

4. Only if the above has all been doubled checked and the candidate is still not able to login should the Proctor login option be used.

Technical Issues

Along with maintaining Test Security, proctors are responsible for proactively watching video questions and candidate reactions.  If the candidate is experiencing audio or visual issues during the exam, here are some troubleshooting steps to try and fix the issue:

1. Try to replay the video by hitting the "refresh" button or by hitting F5.

2. Log the candidate out of the exam by clicking the "close" button or by hitting Ctrl + F4. This will stop the exam from progressing. It will ask if you are sure, click ok.  Once out of the exam, log the candidate back in to the exam. It should start where they left off.

3. Reboot the computer if above does not solve the issue.

4. Switch computers (if able) if the above does not solve the issue.

5. Contact NTN Support if the candidate is still experiencing playback trouble.

6. Note the point in the test where the issue developed and submit an Incident Report.

7. If the technical issue takes longer than 20 minutes to solve:

   1. Let the candidate know that they will unfortunately not be able to test that day.

   2. Give the candidate the NTN Support info:

      1. Candidate to tell support: they experienced a technical issue at the testing center and was unable to test.

   3. Submit an Incident Report.