Other technical issues

Other technical issues

I am not able to share my screen, what should I do?
If you are using Mozilla Firefox, a dialogue box with a message stating “Will you allow tests.mettl.com to see your screen” will pop-up. From the drop down select “Entire Screen” as shown in the below screenshot.



If you are using Google Chrome, you must click at the center of the screen as shown below for the “Share” button to get highlighted. Then click on the "Share" button



I am unable to start the assessment as I am getting the message “Email Id not authorized”, What should I do?
This message is displayed if the email address entered by you is not mapped with the assessment by your assessment administrator or the value entered has some mistakes.  Please follow the below steps:
  1. Enter the email address on which the assessment invitation was sent.
  2. Enter the email address manually (type it in) rather than copy-pasting it. Ensure that there are not any spaces added as a prefix or suffix.
  3. Kindly check if there is any typing error while entering the email address.

I am unable to start the assessment as I am getting the message “This value does not match with records” What should I do?
This message is displayed when the entered value does not match the value provided for registration by your assessment administrator.  Please follow the below steps:
  1. Enter the details on which you used while registering/shared with your assessment administrator
  2. Enter the details manually (type it in) rather than copy-pasting it. Ensure that there are not any spaces added as a prefix or suffix.
  3. Kindly check if there is any typing error while entering the details.
  4. If the issue persists, kindly connect with the organization/team/university/person who initially shared the assessment information with you.

Why is the assessment resume button not getting highlighted?
After internet disconnection, it usually takes 7-8 minutes for the Resume button to be enabled or turn blue. Kindly wait for this duration.

I am unable to start the assessment as I am getting the message “Older Browser Detected”. What should I do?
Please ensure that you have the latest version of Mozilla Firefox or Google Chrome. If not, kindly update your browser to latest version.

I am unable to start the assessment as I am getting the message “We have detected multiple screens” What should I do?
You usually get this message when you have multiple screens connected while starting/attempting the assessment. Mettl's system consider this as a part of unfair means and as an anti-cheating measure, you are asked to remove multiple connected screens before starting the assessment

Resolution Steps
  1. If any external screen or any video cables like VGA/DVI/HDMI etc is connected to the system, kindly remove them.
  2. Press and Hold Windows Key and Press “P” and select PC Screen Only Option.
  3. Any application like Skype, TeamViewer etc which uses screen-sharing feature must be terminated.

I am unable to start the assessment as I am getting the message “You are not allowed to take the assessment from this location XXX.XXX.X.X”. What should I do?

This message is displayed when your assessment administrator has implied restrictions on the IP address from which you can attempt an assessment. This means, you can attempt assessment only on a few selected IP addresses.

To get more information, you can connect with the concerned person/team/organization.

I am unable to start the assessment as I am getting the message “This assessment will start on March XX, 2X2X at X PM(Asia/Kolkata)” What should I do?

This message is displayed when the assessment is being accessed before the scheduled start time. The scheduled time to start the assessment is also mentioned in the assessment invitation email or in the message displayed on the screen. Kindly start the assessment at the mentioned date and time.

I am stuck on “Assessment Page is Loading”, what should I do?

The issue might occur due to many possible reasons. Please try the following.
  1. Check Internet Connectivity.
  2. Hard Shutdown and then try.
  3. Try after clearing Cache & Cookies of the browser.
  4. Switch to Firefox from Chrome or vice versa.

I am unable to type in my responses on the text box provided. What should be done?

Please follow the below mentioned steps.

  1. Hard Shutdown the system by pressing and holding the power button down.
  2.  Reboot the system and check the version of the browser.
  3. Use an updated version of Chrome/Firefox after clearing cache and cookies of the browser.
Incorrect OTP entered. What should i do?

Please Ensure that entered OTP is correct and Resend OTP option to receive a new one in case previous OTP is not working.

I am unable to choose a different language to write the code. What should i do?

There can be multiple reasons for this:

o The question type is supported for only that language.
o The assessment admin has restricted to only the set of languages available on the simulator.

If that's not the case, please follow the below mentioned steps.

o Hard Shutdown the system by pressing and holding the power button down.

o Reboot the system and check the version of the browser ensure that you are using the updated version of Chrome/Firefox after clearing cache and cookies of the browser.

I am shown the message “QR has expired”. What should I do?

You can generate a new QR code from your desktop device by clicking on “Generate New QR Code” and proceed. Please ensure that you initiate the upload of the captured image before the QR expires.

I am shown the message “Uploading Failed” on my mobile. What should I do?

You have to check your internet connection and ensure you have a stable internet connection and clear the cache of your smartphone’s browser.

Participant account has been locked. What should be done?

Your will receive an email in your registered email id for password rese.  Kindly reset your password and the login into the account from the updated password. In case password not received, click on forgot password tab in login page to get password reset email.

Incorrect password for my login id. What should be done?

Kindly reset the account password by clicking on forgot password and follow the instructions.

Getting the message, "You are waiting in queue". What should i do?
 
Dear Participant, your data will be checked by human proctor, this may take some time.
However, if the time seems too long, we request to contact the organization or person who provided the assessment details.
Thank you for your time and patience.

Error message, “location IP not allowed" displayed. What should i do?

We would like to inform you that you will see the above message if you are outside the IP range set by the assessment administrator.
For further assistance, you should contact the same person/team/organization with whom you originally shared information about the assessment.

I can see 401/404/504 error, what should i do?

Participants, please make sure you are using a private laptop that is not running on a VPN or has network restrictions.
In this case, follow the steps below to resolve the issue.
 
Step 1: Disable your antivirus/firewall before attempting the assessment.
Step 2: Try running the assessment with a different network connection.
 
If the problem persists, please use some other laptop/PC to attempt the assessment.

Issue with System clock

Dear participant, please follow these procedures to update your system time earlier than beginning the assessment.
 
Go to Control Panel --> Open Clock and Region --> Open Date and Time --> Go to Internet Time --> Click on Change Settings --> Click on Update Now --> Click OK

Unable to connect to network. What should be done?
 
This error occurs when there is a limitation in the system or network used for conducting the examination.   
     
If you’re using an official laptop:

Contact your organization's IT team
 
If you’re using a personal laptop:
In this case, follow the steps below to resolve the issue.
.
Step 1: Disable the firewall/antivirus (if any) for your computer.
Step 2: Make sure you're on a network that doesn't have website restrictions.
Step 3: If the problem persists, try another internet connection.

OR

Please follow the steps below to resolve the issue.
 
Step 1: Press and hold the "Power" button on your system to shut down your PC.
Step 2: Restart your PC and make sure your PC is connected to a stable internet connection.
Step 3: Make sure there are no network restrictions such as firewalls or antivirus.
Step 4: Restart the assessment.
 
*The assessment will take some time to progress, so please be patient until the Resume button is highlighted*
 
Notes
Note: All attempted answers are automatically saved and the assessment starts from the same disconnected question.

 Multiple screens detected. What should be done?
 
Dear participant, this can happen in two situations:

A) If you have an external screen connected with a cable
 ex. HDMI/DVI,VGA,etc.
B) Screen is cast over Wi-Fi using different channels like Chromecast/Firestick etc.
 
Below are the troubleshooting steps:
 
CASE A

Step 1: If an external screen or video cable such as VGA/DVI/HDMI is connected to the system, remove them.
Step 2: Press and Hold Windows Key and Press “P” and select PC Screen Only Option.
 
CASE B

Step 1: On chrome click on 3 dots next to the URL Tab.
Step 2: Select cast option and remove all devices.
Step 3: Since the transmission is over a Wi-Fi network, turn off the device completely and remove the mentioned device. Turn off the device from the main power supply, and not just the remote control.
Step 4: Once the appliance being cast on is powered off, restart the browser to ensure the connection is closed before starting the assessment.
 
*If the above steps do not work, please commence the assessment with the latest version of the Mozilla Firefox browser*

My PC / Assessment page / Screen is not responding. What should i do?
 
Please follow the steps below to resolve the issue.

Step 1:  Press and hold the "Power" button on your system for 5 seconds to hard shut down your PC
Step 2: Please use the latest version of Google Chrome/Mozilla Firefox browser.
Step 3: Clear your browser's cache and cookies by pressing the Ctrl + Shift + Dlt keys on your keyboard at the same time.
 
* The assessment will take some time to progress, so please be patient until the Resume button is highlighted*
 
* Make sure your system is connected to a stable internet connection and that the network you are using does not have any restrictions enabled*

If Screenshare is not responding, please close the browser and restart the assessment
 
Please follow the steps below to resolve the issue.
 
Step 1: Press and hold the "Power" button on your system for 5 seconds to hard shut down your PC.
Step 2: Restart your PC and make sure your PC is connected to a stable internet connection.
Step 3: Make sure there are no network restrictions such as firewalls or antivirus.
Step 4: Clear your browser's cache and cookies by pressing the Ctrl + Shift + Dlt keys on your keyboard at the same time.
Step 5: Restart the assessment.
 
* The assessment will take some time to progress, so please be patient until the Resume button is highlighted*
 
Note: All attempted answers are automatically saved and the assessment starts from the same disconnected question.

Issue with your system clock - Follow these steps!

Please refer to this article here.

 I’m a student and not able to start my assessment from my portal. What should i do? 

Ensure that you have the SecureProctor chrome extension installed before starting the exam.  URL - https://chrome.google.com/webstore/detail/mettl-%20%20proctoring/nlhaleloflnhpemagojabiikkkejjlgp?hl=en
  
 I’m unable to proceed with taking the assessment, the screen pop-up says “You are not logged in.  Please click on SecureProctor tool in your course to login”  

You are not logged into SecureProctor. For this, you would need to click on the SecureProctor tool in your  course to proceed with assessment taking. Within the SecureProctor link the quiz nomenclature could be found. Please proceed with taking the assessment/quiz from within the SecureProctor link.

My assessment window loading stops at Mercer Logo. What should be done?  

Click on the SecureProctor tool before the start of the assessment and post clicking on the SecureProctor tool, if the  Mercer Logo still pops, the antivirus setting is to be tuned to minimum or the lowest possible or in best  case scenario, the antivirus is to be uninstalled. 

I am being asked to inject PASSWORD to take the assessment. How should i proceed?

Ans: There can be multiple reasons for this, please ensure the following measures to resolve it:

  1. Check whether you have the SecureProctor Chrome Extension installed, if not, please install it from the Google Chrome Webstore.
  2. If you have the Extension installed, check whether you are logged in the extension as a student. 



If you are not logged inside the Extension, try refreshing your Webpage, or click on the SecureProctor tool available inside your course.
If you are logged in, and are still getting asked for the Password, try taking the assessment on Edge browser.
If the issue is faced on Edge browser as well, Please reach out to your institute/assessment administrator and look for the correct/exact course name (Nomenclature) to continue with.  

What if I, the assessment taker gets disconnected while taking assessment through SecureProctor?  

SecureProctor is bound by the design of your LMS in this scenario. When internet gets disconnected, you, the assessment taker will receive a pop-up from Moodle/Quanta (terminology used by LMS) and SecureProctor informing about the same after which the browser will be closed.  
On internet reconnection you will then have to click on “Re- attempt” on Moodle/Quanta (terminology used by LMS) to continue the quiz from the point of disconnection. SecureProctor will get activated and webcam and screen feed will get captured once the quiz resumes.