8.11 Exam day basic troubleshooting guide for participants
- Pernille Marqvardsen
Your ID and/or Password are not accepted
What shall I do?
Double check you are using the correct login details - provided in the email and re-enter (see ‘view logins’ page)
Note that both the ID and Password are case sensitive - check that caps lock is not on and that you are typing correctly.
Confirm that you are on the correct URL - double check your email and reference this to the URL shown in your browser.
You see a "New Version of risr/assess Available" message
New Application Version Available - Message
What shall I do?
Please click 'OK' to accept the upgrade, this is applied instantly.
I see a "Network Error" message
No Connection - Error Message
What shall I do?
Refresh your browser
Check your wifi connection and reboot the router
Use a ethernet cable for a direct connection to your router
If the above steps have failed use the support number provided.
You have exceeded your download count
Exam Download Count Exceeded - Error Message
What shall I do?
Contact support to inform them you are seeing this message
risr/assess cannot connect to your Microphone and/or Camera
Audio/Visual Connection Error Message
What can I do?
Click ‘disconnect’ and refresh your web browser, then click ‘connect’
If refreshing does not resolve it, click ‘disconnect’ again and log out of risr/assess, then log back in and click ‘connect’
If refreshing and logging out and back in do not resolve it, click ‘disconnect’ again and log out of risr/assess, clear all of your browsing data (cache), then log back in and click ‘connect’
If you see the download count exceeded message contact support.
Note - audio/visual issues are most commonly due to low local WIFI bandwidth and speed or browser memory. This can be improved by clearing browser data and checking WIFI speed at http://fast.com