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Most of the time issues with the application or server will manifest during the startup of the application. Application always shows the startup screen where the error messages are displayed if an error occur. User is given an option to Retry the operation so it is possible for the recoverable errors to be resolved.

iPad is not connected to the Wi-Fi

If the iPad is connected to the Wi-Fi network there is a Wi-Fi signal strength icon   in Image Added in the top left corner of the screen otherwise iPad is not connected to the Wi-Fi network.

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1.  Put iPad to sleep and wake it up. You can do this by pressing once iPad on/off button (top-right). This will force iPad to try to acquire Wi-Fi connection.

I can see “Your iPad disconnected from the backend. Functionality will be limited until it reconnects.” red bar.

Practique application keeps persistent connection between the iPad and server. When this connection is broken for any reason iPad will display this notification message. Before you continue with more troubleshooting please check “iPad is not connected to the Wi-Fi” first.

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1.  Application network configuration is not correct
   1.  Check Application details and make sure information in the Network configuration section is correct (eg. HTTPS/HTTP, server address, port)
2.  Server is not reachable through connected Wi-Fi network
   1.  Make sure Wi-Fi network you’re using is connected to Internet (eg. LAN cable connected).
   2.  Is server reachable via connected Wi-Fi. Try to access Practique server from different device connected to the same Wi-Fi.
   3.  Check that the Wi-Fi network is configured properly including firewall settings (eg. there are correct ports open).
   4.  When using 4G routers, make sure router completely initialised it’s 4G connection.
3.  Wi-Fi network has very low bandwidth, high latency, congestion or poor signal which will trigger active ping disconnect
   1.  Move devices closer to the access points (if possible)

I see “This device is not approved” message

Practique server allows only approved device to communicate with it for security reasons. Devices which has not been approved by the administrators in the Device management section on the Practique server will be declined communication attempts.

1.  Check that device is allowed on the server, approve it if necessary. You can find Device name in the Application details
2.  Use Retry button on the device to retry communication attempt and continue

Marks for an Examiner/Candidate are not visible on the server or Marshall’s iPad but has been submitted on the Examiner’s iPad

Examiner’s marks are always stored on the iPad. This is done while Examiner is marking as well as at the point of the marks submission. When Examiner submits marks, application adds submitted marks to the synchronisation queue, marks are then automatically synchronised to the server. Synchronisation may not be possible or there may be synchronisation error.

1.  Check iPad is connected to the Wi-Fi
2.  Check iPad is connected to the server
3.  Check pending messages & message exchange status in the Application details
   1.  There are pending messages. Use Retry last exchange to force synchronisation

   2.  There are pending messages and exchange status is Failed. [Administrator] Use Reset message processing to clear pending messages in the queue.

      Warning
      Make sure marks has been extracted from the iPad otherwise this action may lead to potential irreversible data loss!

I can’t see document/resource on my iPad

Logout and check all packages are downloaded using Resource package section in Application details.

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Use Delete downloaded packages in Application details to clear downloaded data and Force download of packages to initiate new download.

I can’t login with my Examiner or Marshall credentials

Check that you’re using correct examiner/marshall credentials including the random letter prefix.

Check backend that the user credentials are correct.

Application refuse to log-in user with message “This user is already logged in”

Check that there is not another iPad where user with the same credentials is logged in.

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Force logout user using Logout button on the Login details for session screen under Current exam > View Logins.

iPad runs out of battery

Issue new iPad for the user and keep the old iPad aside while charging.

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[Administrator] Charge the iPad, open Practique application. Application will initiate synchronisation and once it is finished check that there are no pending messages using Application details.

I can’t quit Practique application using home button

Guided or single application mode is enabled, contact Administrator to unlock the iPad.

Synchronisation finished but I can see “RCGPWSMessage …” but the session already started

This is known issue as of Practique application version 2.1.21.

Current workaround is to close the app or put iPad to sleep using on/off button when in Single application mode.

Examiner appears logged out on the Marshall’s iPad but in fact he is logged in and working without any problems

This is known issue as of Practique application version 2.1.21.

Current workaround is to log Examiner out and back in.

Examiner’s mark sheet for the current round is locked despite Marshall already started current round

This is known issue as of Practique application version 2.1.21.

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