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Pedagogue Support
Pedagogue Solutions is dedicated to providing
quality customer service to its testing customers and partners.
For sales or contract related questions about
your testing product and/or service please contact Pedagogue
Sales or call (609) 921-7585 x22.
If you are currently taking
an assessment with the PedagogueDirect
service and have a question, please contact your Manager or
designated Help Desk.
Pedagoguedirect troubleshooting
PEDAGOGUEDIRECT® STUDENT TROUBLESHOOTING
FAQ
The following information is meant as an initial
troubleshooting method for the most common PedagogueDirect
student issues.
Popup Blockers –
Popup blockers cause the highest number of trouble calls for
PedagogueDirect. Any active popup blocker MUST BE
DISABLED when using PedagogueDirect. It is not enough to simply
‘allow’ the popup and keep the popup blocker enabled.
When a popup blocker is in use, the student is able to log
in successfully and will see the required exams. When an exam
is clicked most times the exam is never displayed and the
student feels as though the link is not working. To test if
a student has a popup blocker enabled, the following page
can be of use:
http://www.popup-killer-review.com/rundetect.htm
Click here
for a brief summary of how to disable common Pop-Up Blockers.
Local Cache –
Occasionally, a student may lose connectivity to the Internet
or experience a network failure (DNS, routing, etc.). Sometimes
when this happens the student’s browser will not properly
reload the content on the testing page in order to allow the
student to continue where they left off. They may even see
a screen displayed similar to the screen below. The solution
to this issue is to simply open IE and go to ‘Tools’
– ‘Internet Options’ – ‘Delete
Files’ and click the checkbox for ‘Delete all
offline content’. This clears the cache and enables
the student to continue the exam where they left off.
Exams Not Assigned and/or Reassignments
– Students are assigned exams according to the Client.
If an exam is not assigned to a particular student, the project
manager responsible for testing should be contacted who should
then contact the portal project manager if changes are to
be made. Changes to assignments cannot be made, including
assigning retests, without the project manager’s approval.
The student’s manager’s approval is not sufficient
approval.
Passwords – After 6 unsuccessful
password attempts, the student’s password is locked
out. The portal project manager must be contacted to reactivate
the student’s ID.
Connectivity –
In some circumstances students will contact Pedagogue Solutions
with connectivity problems. Students should contact their
internal support department regarding these issues. Pedagogue
Solutions can only help with PedagogueDirect related issues.
Pedagogue Solutions cannot evaluate or troubleshoot PC’s
that belong to the client. Every effort should be made by
the Client’s support team to isolate the problem to
PedagogueDirect before escalation to Pedagogue Solutions.
Manager Troubleshooting Best Practices
- Try logging into the
portal as the student with the current information contained
on your roster. If this is successful, ask the student what
information they are using to log in. It is common for signals
to get crossed and students to use the wrong information
(SSN instead of Employee ID, Home phone number instead of
Office phone number etc) to log in.
- If a student does not
see exams which they should have assigned on their ‘Take’
page, they may have already passed the exam in either Pilot
or during a Production run. Contact Pedagogue Support to
deactivate the student’s previous result if you would
like them to take the exam again. In some situations, the
student may not be in the correct group (dictated by the
Roster import file). You may want to check this and send
an updated file to Pedagogue Support.
- If a student is seeing
blank screens when logging in, or the username/password
screen is not displayed after the initial splash screen,
a popup blocker or an incompatible browser version is the
likely cause. PedagogueDirect is compatible only
with Microsoft Internet Explorer version 5.5 and above running
on an IBM compatible PC.
Internet Explorer 7 Clipboard Access
Error
If you receive this error while trying to take an exam on
Pedagogue Direct, instructions how to fix it can be found
in the following PDF. Download
IE7 Clipboard fix pdf
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