If a student is experiencing testing difficulties, please try the methods below to troubleshoot.
Test Logistics:
- Review screens appear after each navigation tutorial, performance task tutorial, performance task, selected response question tutorial, and selected response question. Once a student hits "yes," they will be unable to return to the previous section.
- Students receive 60 minutes for the performance task, 30 minutes for selected response questions, and 15 minutes for each tutorial. As time completes, the platform will progress students to the next section, submitting what they have entered so far. The timer can be found in the upper right hand corner of the screen.
- To view the action buttons for proctor navigation, please navigate to Proctor Groups: View, then select Proctor. For more detailed instructions, please see our Proctor Guide.
- If applicable, students should download the lockdown browser in advance of testing. For instructions on downloading the secure browser, please see Lockdown Browser Installation.
- If a student is struggling with the lockdown browser, please ask students to double check their screen resolution (1024x768) and quit all other applications, besides Zoom/WebEx if applicable. For how to change the screen resolution on a Mac and PC, see this Mac link or this PC link. Please note that the secure browser is not compatible with dual monitors.
- If a student's computer has institution installed anti-virus software, the ADAM lockdown browser may not install. Please contact your institution's IT department to configure allowing ADAM with the anti-virus software.
- Students testing via tablet or not using the lockdown browser for other reasons will access the assessment via adamexam.com/tester.
Common Error Messages:
Before exiting the assessment to try to troubleshoot, please ensure that the student (or proctor) pauses the individual student's session.
- If students are logged out of the assessment or have exited the secure browser, they must re-enter in the exact same credentials as when they first logged in (student identifiers are caps-sensitive). Inputting different credentials will give the student an error.
- If your institution has pre-configured rostered strict testing and a student receives an error message after entering their identifier, the identifier they have entered is incorrect from what was imported. Ask the proctor to confirm what the identifier should be (identifiers are caps-sensitive).
- If the assessment will not allow students submit a section or session and is showing a red circle with a line, have them plug in their device's charger and try again.
- If there is an error message not covered here, it may be indicating an issue with the student's device external to the secure browser. Please pause and reseat the student (see below), have them check their computer for any hardware issues, and then return to the assessment.
If these methods do not resolve the issue, please send a detailed description of the situation, with screenshots if applicable, to support@cae.org and we will address this as soon as possible. CAE's support hours are weekdays from 9:00AM to 5:00PM EST, and if you are experiencing issues outside of support hours, we will get back to you as soon as we are online.