Troubleshooting

Technical Troubleshooting for Test Purchasers

 

If you're expecting a Test Link or Report Access email and it hasn't arrived, please check your junk or filtered inboxes as emails from the testing platform will sometimes be diverted.

 

 

Accessing the Testing Platform  

 

First Time Access  

The first time you access the testing platform you will need to set up a password and create an account. You will receive instructions to set this up with your first purchase.    

Instructions and a direct link to do this will be sent to you with your first purchase. Look for your Report Access email (you’ll see a ! In the subject line).   

  
Ongoing Access  

Once your password is set you can access the platform by logging into the testing platform, or from your Report Notification emails.   

 

I've lost my test link/report notification email.  

Email us at help@accountests.com for help retrieving test links or candidate reports. To ensure a quick solution, please provide information such as your order number, the name of the test(s) you purchased, candidate's name  

 

  

Accessing Reports  

 

Accessing a Candidate’s Report When They Complete a Test  

When a candidate completes a test you will receive a Report Notification email with a link directly to that report. Simply click on the link, enter your log in details, and your report will automatically download (please save it securely).

 

Accessing Candidate Reports With Your Report Access Link  

Each time you make a purchase you will receive a Report Access Link email. This link directs you to the new testing platform where you will find a history of all your test purchases and reports.  

1. If it is your first purchase please follow the instructions in the email to set up an new account.  
2. If you already have an account, sign in to the testing platform  
3. Click on “Analysis Centre”  
4. Click on “Campaigns”  
5. You’ll see all of your test purchases listed in tiles. The number at the start of each heading is the order number, followed by the test name and the date of purchase.  
6. Click the heading of the test you’d like to see the report for.  
7. Here you will find a list of all candidates to complete the test.  
8. Clicking on the corresponding link under ‘Reports’ will download a copy of that report to your device.  

  

Accessing Proctoring Reports  

1. Log in to the testing platform   
2. Click on “Manage Remote Proctoring”  
3. Search for the correct test by scrolling the tiles, or using the search bar with the order number of name of test.  
4. Select the test tile, select the candidate, and view the report  
5. The report will show the candidate’s photo and list any infractions that occurred during the test. 

 

How will I know if the candidate has sat the test?

You will receive a Report Notification email as soon as the test has been completed. If you believe your candidate has completed the test but you have not received an email, please try these troubleshooting solutions:

• Check your junk folder or workplace email filters
• Log in to the testing platform check the status of the test

If you’re still experience issues, please email help@accountests.com

 

Technical Troubleshooting for Test Users

 

Devices & Software  

All tests must be accessed using a laptop or desktop computer. The test cannot be taken using a mobile phone or tablet. Acceptable browsers include the latest versions of Google Chrome, Firefox, Safari, or Edge.  

 

My Test Won’t Load  

If clicking the test link results in an error message, please switch to a Chrome browser, then copy & paste the test link URL directly into the Chrome browser rather than clicking on it.    

 

Webcam   

All Accountests tests are proctored, which uses a candidate’s camera to capture images throughout the duration of the test in order to prevent cheating. Candidates must have and allow access to a webcam or they won’t be able to complete the test. More information on Proctoring can be found here.

 

Proctoring Issues 

 

For candidates experiencing technical difficulties with proctoring during their online tests:  

Camera Failing to Initialize on the Reference Photo Step:  

Candidates may encounter issues with their cameras not starting up during the reference photo step, where the camera requests access for the first time.  

Troubleshooting steps include:  

1. Checking browser permissions to ensure access to the camera.  
2. Verifying if the candidate's device is in "Do Not Disturb" mode, particularly relevant for Apple devices.  
3. Updating the browser to the latest version if the issue persists.  
4. Advising candidates to switch browsers, with Chrome, Firefox, Edge, and Safari (excluding Safari for Windows) being acceptable options.  
5. Verifying hardware functionality by using the device's camera app or connecting an external webcam if necessary.
6. Attempt to sit the test on a different device.  

   

Camera Drops Out Mid-Test:  

In the event of a camera dropout mid-test an automated reconnection system is in place. Reconnection attempts will run for approximately 30 seconds. If the system fails to reconnect automatically, the test will stop and be auto-submitted.  

Possible causes include:  

• internet connection dropouts  
• Windows features running health checks  
• issues with device hardware.  

  

 

If you are a CANDIDATE and still having trouble, please notify the person that issued you the test. Include a description of the error, which browser and device you were using, and which test you were completing.   

If you are a CUSTOMER and still having trouble, please email us at help@accountests.com. Include information such as which test, order number, and any information from your candidate.