Common Icons and Troubleshooting Tips

This web page includes common icons and issues test administrators, test examiners, and students may encounter during scheduling or the administration of a remote test session, as well as tips on how to troubleshoot common issues. The Remote Testing Icons and Troubleshooting guide is available as well.

Common Error Messages When Creating a Test Session

The following figures includes common issues test administrators or examiners may encounter when creating a test session and explains how to resolve those issues.

Table 1 includes common issues test administrators or examiners may encounter when creating a test session and explains how to resolve those issues.

Table 1. Common Error Messages

Common Issue Description
Error message with white arrow in red box reading 'Inactive grade 5 ELA CAT test: You cannot take this test with this browser.'

Error Message: This message will display on the student’s screen.

Troubleshooting Tip: Ask the student to launch the secure browser, as the test must be taken using the secure browser.

Error message with white arrow in red box reading 'Inactive grade 5 ELA CAT test: test requires remote proctor.'

Error Message: This message will display on the student’s screen.

Troubleshooting Tip: Grant the student permission for remote testing or test in person, as the student does not have permission in the Test Operations Management System to take tests remotely.

Message box reading, 'Important! Some of the tests in your session do not permit remote administration Please remove those and try again.' Check box labeled 'okay' available.

Error Message:. This message will display on the test administrator interface.

Troubleshooting Tip: Remove any test that is not permitted from the session to proceed or start an in-person session to deliver these tests. Tests that are not permitted in remote or hybrid testing sessions include the California Alternate Assessments for English language arts/literacy, mathematics, and science, and the Initial ELPAC.

Common Icons While Logging On to a Test Session

Table 2 includes icons test administrators or examiners, and students, can expect to see during an administration. These icons are expected during a successful remote test administration and do not indicate an issue.

Table 2. Common Icons

Test Administrator Icon Student Testing Icon Description
Icon of a gray hour glass on a white background. N/A The student is completing the pretest checks. Once the student selects the [Begin Test Now] button, this icon will be updated with an image of the student.
Icon of cloud with sad face on a white background set above an hour glass. Red circle surrounds a camera image showing a test administrator. A sad face cloud is overlaid on the image.

The student’s webcam is trying to connect (in focus).

The white background with the sad cloud and green hourglass may display momentarily while the Test Administrator (TA) Interface and student communication widget are waiting to connect at the beginning of the test.

Icon of cloud with sad face on a black background set above an hour glass. Blue circle surrounds a camera image showing a test administrator. A sad face cloud is overlaid on the image.

The student’s webcam is trying to connect (out of focus).

The black background with the sad cloud and green hourglass may display momentarily while the TA Interface and student communication widget are waiting to connect, or when a student pauses or submits a test.

Common Issues During a Test Session

Table 3 includes icons test administrators, test examiners, or students may see during an administration. These icons do indicate an issue that needs to be resolved before testing can continue.

Table 3. Common Test Session Issues

Icon Description Troubleshooting Tip
Icon of dark red circle around a black triangle with a white exclamation mark inside. There is no connection between the TA Interface and student communication widget. Ask the student to pause and reenter the test.
Icon of cloud with sad face on a black background set above an hour glass. The black background with the sad cloud and green hourglass may display on the TA interface momentarily when a student pauses or submits a test. Ask the student to pause and reenter the test.
Icon of red circle around a cloud with a sad face.

The student video is not working, likely due to a malfunction of the student’s webcam.

Note: This is what will display on the student’s screen.

Ask the student to pause and reenter the test.
Black screen containing a grey cloud with a sad face. Below is a blue-filled circle with a white phone and an 'x.' The student’s webcam within the student communication widget is not working when the test administrator or test examiner is trying to communicate directly with the student. Ask the student to pause and reenter the test.

Network Troubleshooting

There are a lot of network variables that could impact the testing experience. Consider the following:

  • LEA networks usually have enough capacity to support student testing.
  • Home networks for both the test administrators, examiners, and students may have less capacity.
  • If one student is getting the sad cloud icon, it is likely a student network issue. If all the students are getting the sad cloud icon, it is likely a test administrator issue.

So what can you do if you experience network issues during testing?

  • If only one student is having the issue, encourage the student to pause the test, close the secure browser, reopen the secure browser, and log back on to the test.
  • If all students are having the issue, you should focus on the test administrator network and device. Close the browser and any tabs that are open, and then have students log back on.

Information to Collect

If the issue persists, LEA CAASPP and ELPAC coordinators should notify the California Technical Assistance Center (CalTAC). The CalTAC Contact Form for Remote Testing can be shared with test administrators and test examiners to collect the information necessary to troubleshoot any remote testing issues. CalTAC will request the following information:

  • The type of device the test administrator or examiner is using
  • The type of device the student is using
  • The assessment being administered
  • The test session ID
  • The student’s Statewide Student Identifier
  • Confirmation of whether the student was visible at some point
  • Details on which other parts of the communication widget were not functioning

In addition to collecting specific information, answers to the following questions are also helpful for CalTAC in replicating and isolating the issue so it can be resolved:

  • Was the issue impacting every student in the test session or only one student?
  • Was the issue happening with the same students and staff?
  • Was the issue recurring on the same network?
  • Was the issue recurring on a specific device type?
  • Were students visible at some point during the session and then you lost connection or were they never visible?
  • Were some parts of the communication widget working and not others? For example, the sound was working but you could not see the student.
  • Were there any patterns that would help us to replicate the issue and resolve it?

When to Contact CalTAC

  • If the issue continues to occur after you have tried the troubleshooting steps that we reviewed, contact CalTAC with the information you collected and answers to the questions that we have suggested.
  • CalTAC will escalate the issue and ETS can begin investigating to determine the cause of the issue. If it is discovered to be a widespread issue, ETS will post a known issue or a banner to the websites to let other LEAs know what to expect.
  • Coordinators should also contact CalTAC if the issue is impacting an entire class of students.
  • Test administrators and examiners should contact CalTAC while in a live test session. In all other scenarios, they should contact the testing coordinator.