Connection issues and white screens during testing

Document created by Community User on Jul 29, 2016Last modified by Community User on Jun 6, 2017
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Symptom
Students see a "Please raise your hand" message, white screens, or other connectivity issues during testing.

Explanation
White screens during testing usually indicate an issue with student's browser communicating with the MAP Growth testing servers.

Solution

To enable the student to continue testing:

The following steps will assist proctors in getting students back into their tests when errors occur. If one step does not resolve the issue, continue to the next step.
  1. Wait for the item to load: During loading of a test question, the system is gathering necessary student and test information (such as previous RIT range, goal information, etc). Some items may take longer to load than others, and thus may appear as a blank or white screen. Waiting a few minutes may resolve this issue.
  2. Refresh the browser: Use the appropriate keyboard shortcut to attempt to reload the item.
  3. Proctor interrupt:
    1. Interrupt the student's test from the student's computer.
    2. Enter the Proctor Pin found in the upper right of the proctor's test session screen.
    3. Select Resume Test.
  4. If the student status is Testing, suspend and test again:
    1. Suspend the student's test from the proctor's computer.
    2. Close the testing browser or app, using the appropriate keyboard shortcut if necessary.
    3. Select the student and choose Test Again from the proctor's computer.
    4. Reopen the testing browser or app, and the student should be able to sign in.
  5. If the student status is Confirmed or To Be Confirmed:
    1. Close the testing browser or app, using the appropriate keyboard shortcut if necessary.
    2. Select the student and choose Do Not Confirm from the proctor's computer.
    3. Reopen the testing browser or app, and the student should be able to sign in.
 
See also
:

 
Troubleshooting frequent white screens and other possible connectivity issues:

When you experience frequent issues that are disruptive to your testing schedule, the below steps should help.
  • Close the Lockdown Browser after every test session:
    Your computers may time out the secure connection if you leave the Lockdown Browser open for extended periods of time. If you experience this issue, we suggest closing the Lockdown Browser after every test session.
  • Verify your network configuration:
    If students frequently get white screens, slow items, or other test interruptions that are preventing successful testing, there may be something in the school or district's network interfering with or slowing down MAP traffic. Here are some things that your school or district's IT department can check:
    1. Check the firewall settings. See Firewall in the MAP Help Center.
    2. Verify sufficient bandwidth for testing. See Bandwidth and Wireless in the MAP Help Center.
    3. Avoid using bandwidth-intensive services (like music or video streaming) while students are testing.
      • One way to tell whether bandwidth may be a concern is to play this school-appropriate sample video while no testing is going on, and then play it again while students are testing. If the video plays well when no students are testing but is blurry or stuttering during testing, then this can indicate a saturated connection during testing.

See below to resolve other scenarios where you may see white screens:

Article Number
2314

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