Troubleshooting – Online exams

Review the list of minimum system requirements

The minimum system requirements are:

  • Desktop or laptop computer required (Tablets, Chromebooks and mobile phones do not meet requirements.)
  • Laptop should be fully charged and plugged in
  • Only one monitor should be connected to the computer (Multiple monitors are not permitted and will be flagged by the proctor.)
  • Latest available operating system installed:
    • Mac - minimum 10.12 Sierra
    • Windows - minimum Windows 7
    • Linux does not meet requirements
  • A working, built in or external webcam and microphone
  • Stable internet connection and sufficient bandwidth (Do not use a hotspot unless there is a power outage)
    • Internet speed must be at least 2 Mbps download and 2 Mbps upload
  • Web browser with popup blocker disabled:
    • Firefox: Version 60
    • Chrome: Version 78 (Chrome is the recommended browser for all users)
  • Sufficient hard drive storage space with minimum 20GB free space on desktop/laptop
  • Memory (RAM) 4GB minimum, 8GB recommended

Guide to Addressing System Preparedness Issues

While it is the sole responsibility of the candidate to ensure they have an appropriate computer setup/internet connection for the exam, please review some troubleshooting information on basic tasks to prepare your system or update your browser, if required. It is strongly recommended that you use Chrome as your browser to take the exam.

How to clear website data

Chrome - Computer

  1. On your computer, open Chrome.
  2. At the top right, click More (represented with 3 dots).
  3. Click More tools. Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time (recommended).
  5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
  6. Click Clear data.

Safari - Mac

  1. Open the Safari app on your Mac, choose History from the menu bar
  2. Select Clear history, then click the pop-up menu
  3. Choose how far back you want your browsing history cleared (It is recommended to clear all)
  4. Select Clear history

Firefox - Computer

  1. Click the Library button (four vertical lines in the top right), click History and then click Clear Recent History.
  2. Select how much history you want to clear. (We recommend you clear all data.)
  3. Use the check boxes to select what information you want to clear from your history (We recommend you clear all data).
  4. Click the Clear now button. The window will close and the items you've selected will be cleared from your history.

New Edge - Computer

  1. Click the Settings and more button (In the top right-hand corner of your Edge browser's window, you will see a small button with 3 dots in it. This is the Settings and more button).
  2. Click it. It will reveal a menu with more options. One of them will be named Settings.
  3. Select the Settings menu item
  4. At the bottom of the large menu which just appeared, the bottom item will be called Settings. Click on it. The Settings menu will now appear.
  5. Go to the Clear browsing data section
  6. In the large menu which just appeared, there will be a section called Clear browsing data.
  7. In it, there is a button labelled Choose what to clear. Click on it.
  8. Choose what to clear from Edge (we recommend to clear everything).
  9. Click the Clear button
  10. Once it's finished, it will say All clear! underneath the Clear button. Now you can then simply close the Settings menu and continue browsing.

How to update browser

Chrome

  1. Open the Google Chrome browser.
  2. Click the Customize and control Google Chrome button in the upper-right corner of the screen.
  3. From the drop-down menu that appears, select Help, then select About Google Chrome.
  4. The window that appears will automatically check for updates and show you the current version of Chrome.

How to update iOS

Mac

  1. Plug your device into power and connect to the internet with WiFi.
  2. Go to Apple menu › choose System Preferences.
  3. Click Software Update.

Tip: You can also choose Apple menuAbout This Mac, then click Software Update

Checking hard drive storage

Windows

  1. Open File Explorer. You can use the keyboard shortcut, Windows key + E or tap the folder icon in the taskbar.
  2. Tap or click This PC from the left pane.
  3. You can see the amount of free space on your hard disk under the Windows (C:) drive.

Mac

  1. Open the Apple menu, then select About This Mac.
  2. Click the Storage tab in the toolbar to see how much disk space you have available. (On OS X Mountain Lion or Mavericks, click the More info button, then click Storage.)

Checking memory (RAM)

Windows

  1. Click on start menu
  2. Type “about” and press enter when “about your PC” appears
  3. Scroll down, and under device specifications, see “installed RAM”

Mac

  1. Open the Apple menu.
  2. Click on the Apple logo in the top-left corner of your screen and select About This Mac. On the Overview tab, the Memory line lists the amount of RAM in GB.

Maximizing available RAM

Mac

  1. For disabling auto-start software, on Mac go to: apple › system preferences › Users & Groups › Login Items and remove all items from the “These items will open automatically when you login by selecting an item, and using the ‘-’ button underneath the box.

Note: After removing the auto-start items, you should reboot the computer.

iOS - power the device down, and restart.

Windows

  1. Click on start menu
  2. Select Settings › Apps › Start Up
  3. Disable all Apps for automatic start up

If you do not see Start Up option in Settings:

  1. Right-click Start
  2. Select Task Manager
  3. Select the Start Up (if you do not see Start Up, then select More Details)

How to disable pop-ups in order to write the online exam

Chrome
On your computer, open Chrome.
At the top right, click More (represented with 3 dots).
Click Settings.
Under “Privacy and security,” click Site settings.
Click Pop ups and redirects.
At the top, turn setting to Allowed.

Firefox
On your computer, open Firefox.
Open the Tools menu (the icon of three horizontal lines in the top right of the browser window).
Select Options.
Select the Privacy & Security panel.
Under the Permissions section, uncheck the box next to Block pop-up windows to disable the pop-up blocker altogether.