One student cannot test

Document created by Community User on Jul 29, 2016Last modified by Community User on Feb 9, 2018
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An individual student consistently has issues testing. For example, the test freezes, quits to the desktop, or hangs on a white screen.

These cases are most often caused by something the student is doing (often unintentionally) or something in the student's environment while taking the test.

Try the following steps:
  1. If the issue occurs when trying to confirm a student test and the proctor receives the message "Test restricted by frequency", see steps in Test restricted by frequency.
  2. Test the student again, and monitor the student for actions such as clicking before the screen has refreshed, leaning on the mouse button, swinging a foot that touches a network cable, etc.
  3. Remove access to the keyboard completely, and use only a mouse for testing.
  4. If using a touchpad, use an external mouse for testing.
  5. Test the student while logged in to a local administrator account on the computer. This is to rule out any permissions issues with the student's account on the computer.
  6. Have a teacher or proctor record the answers for the student. This person must be very careful not to give any indication to the student of whether an answer is correct or incorrect.

If the issues persist, please contact NWEA Partner Support.

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