Tests Freezing in SecureClient

About: This article will outline what to do when a candidate is taking a test and SecureClient freezes, preventing the candidate from finishing their test. 

You will need to check whether the candidate is taking their test online or offline. Find their test in the 'Invigilate' screen. 

If the test is being taken online, it will show as 'In Progress'.
 

If the test is being taken offline, it will show as 'Ready' and 'Downloaded'. 



What to do if the test is being taken online 


Step 1: Pause the test 

Highlight the candidate's test in the Invigilate screen of Surpass and select 'Pause'. This will ensure the candidate does not lose any time for their test. 

Step 2: Restart their device

Once their test is paused, restart their device. You can do this by selecting the restart button on their device (if applicable) or exit SecureClient by selecting 'Ctrl + Alt + Delete' to launch 'Task Manager'. If this does not work, manually reboot the device.

Step  3: Unpause and continue

Unpause the candidate's test and ask them to continue by re-entering their keycode. 

If the freezing persists, try moving the candidate to a new device. Please contact your awarding organisation if the freezing persists on the new device.


What to do if the test is being taken offline 


Step 1: Pause the test

Highlight the candidate's test in the Invigilate screen of Surpass and select 'Pause'. This will ensure the candidate doesn't lose any time for their test.

Step 2: Restart their device

Once their test is paused restart their device. You can do this by pressing the restart button on their device (if applicable) or exit SecureClient by selecting 'Ctrl + Alt + Delete' to launch 'Task Manager'. If this does not work, manually reboot the device. 

Step 3: Relaunch SecureClient 

Relaunch SecureClient and re-enter the candidate's keycode. If the freezing persists please contact your awarding organisation.

Note: It is not recommended to move the candidate to another device. This is because the test is offline and the candidate's responses are stored on the device they have been working on, as opposed to the server (due to having no internet connection).



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