Instructions

Student access code trouble shooting

If a student has been given the wrong access code, or if an additional student needs to be added the same day,
contact your administrator.

Troubleshooting
The following tables describe some potential disruptions and technical issues that may occur during the administration of the Naglieri General Ability Tests, along with rrecommended solutions.

Potential Interruptions and Solutions

Issue	Solution
If a student wants/needs to stop the test	Encourage them to finish but do not push if they are adamant about stopping. If you need to stop the test, and the student is using an external keyboard, press “Alt” + “S” on a Windows computer or “Option” + “S” on a Mac. If using a tablet with no external keyboard, tap and hold the keyboard icon in the top right side of the screen for 5 seconds, then tap the “S”. The student’s responses during the test will be saved and they may close the browser. Make a note that the student stopped the test and try to have the student complete the test at a later time. The student can resume from where they left off by logging in with their personal access code. Note that, if possible, the student should complete the missed test before joining the group for the next test.
If a student’s behavior becomes disruptive to the group	Stop testing by having all the students close the browser. This will pause the timer for all students. Resume testing when the source of the disruption is removed, and the group has calmed down.
If there is disruptive noise or weather	Stop testing by having all the students close the browser. This will pause the timer for all students. Resume testing when the source of the disruption stops.
If the student information (name, DOB, etc.) on the test doesn’t match the student taking the test	Check to determine if the discrepancy is due to a typographical error, omission, or other data entry problem by having the student log out and re-enter the access code. If the discrepancy still remains, contact your administrator to get a new access code assigned for the student.
If the student’s grade form is incorrect	Contact the Assessment Coordinator who created the test sessions and ask that they create a new testing session for that student. This student may need to be tested individually outside of the group testing session.
If a student prematurely advances to the next test	A five-minute timer has been implemented at the end of each test to prevent students from advancing to the next test prematurely. After the timer ends, if the student prematurely advances, and if using an external keyboard, then press “Alt” + “S” on a Windows computer or “Option” + “S” on a Mac to save the student’s responses, and then close the browser. If using a tablet with no external keyboard, tap and hold the keyboard icon in the top right side of the screen for 5 seconds, then tap the “S”. Have the student resume their test after the instructions have been given to the rest of the group and the students have begun working through the items.
If a student’s access code is missing	Contact your administrator to get a new access code assigned for the student.

Potential Issues and Solutions

Issue	Solution
Browser or tab is accidentally closed	Log in to the account again using the same access code. The student will return to the same screen at which the assessment was closed.
Instructional video does not play, lags, or freezes	If the video does not play, lags, or appears frozen, and if using an external keyboard, instruct the student to press “Alt” + “K” on a Windows computer or “Option” + “K” on a Mac, which will take them to a comic strip version of the instructions. If using a tablet with no external keyboard, tap and hold the keyboard icon in the top right side of the screen for 5 seconds, then tap the “K”.
Images on the screen do not load	Refresh the screen using the internet browser’s refresh button.
Internet connectivity lost	If internet connectivity is lost, a pop-up with the following message will appear: Network connection lost: Please contact your administrator. The pop-up should disappear when a connection is re-established. If it does not disappear, refresh the screen using the internet browser’s refresh button. Note that the timer will pause while the internet connectivity is lost and automatically resume when connectivity is restored.
Power outage	Log in to the account again using the same access code. The student will return to the same screen at which the assessment was closed.
Test appears cropped within the browser	If students are using a computer, laptop, or Chromebook, instruct them to press the “Ctrl” + “-“ keys on a Windows computer or “Command” + “-” on a Mac to zoom out. If students are using an iPad, then instruct them to double tap on the screen.
Cannot log in to test with access code	Contact your administrator to get a new access code assigned for the student.
Wrong/different test appears on the home screen	After logging in, if you or the student sees a test that is different from the rest of the students, then the correct test was not assigned to them. Contact the Assessment Coordinator to have the correct test assigned to the student. This student may need to be tested individually outside of the group testing session.
Testing device does not work	If the testing device does not work before the student starts the test, use one of the backup devices prepared before testing. If the testing device stops working after the student starts the test, and if using an external keyboard, then press “Alt” + “S” on a Windows computer or “Option” + “S” on a Mac to save the student’s responses. If using a tablet with no external keyboard, tap and hold the keyboard icon in the top right side of the screen for 5 seconds, then tap the “S”. Close the browser and resume testing on one of the backup devices.
Video is opened in full screen mode	In this instance, the forward arrow used to advance to the next screen will not be visible. Press the “Esc” key to exit full screen and then click the forward arrow.