One student cannot test

Document created by Community User on Jul 29, 2016Last modified by Community User on Jun 17, 2019
Version 10Show Document
  • View in full screen mode
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. Try testing the student on a second or different type of device to ensure the issue isn't device specific.
  3. 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.
  4. Remove access to the keyboard completely, and use only a mouse for testing.
    • If testing on a laptop or Chromebook, move the computer further away from the student to ensure they are not touching the keyboard.
    • If testing on a desktop computer, use the following recommended steps:
      1. Before the student sits down at the workstation, have the proctor log the student into the test session by entering the test session name and password.
      2. Once the student name and test selection screen displays, unplug and remove the keyboard from the workstation.
      3. Have the student sit down and test using only the mouse. Note: Some items may require the use of a keyboard to respond. If a student encounters one of these items, plug the keyboard back into the device so the student can respond.
  5. If using a touchpad, use an external mouse for testing. Ensure the students aren't touching the touchpad during this process. With the variety of swipe or multi-touch gestures available on touchpads, inadvertent movements may cause issues.
  6. 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.
  7. 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. Make sure the student is not able to use the keyboard or mouse.

If the issues persist, please contact NWEA Partner Support.

Article Number