OLTF Administrator Troubleshooting Guide What if
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1. a Window appears as in Figure 1 but the candidate has not finished the test yet Solution When a testing session starts the system opens two windows The first one the test window takes up the whole screen The second one i e figure 1 is behind the first screen and is there to provide means to log back in should a problem occur When that window Suddenly appears it usually means the test taker accidentally minimized the test window To solve the problem click on the start link look on the bottom toolbar of your screen for another browser window and click on it This should contain your test If not it is possible that the test taker accidentally closed the test session If so proceed as if the candidate inadvertently closed the test clicked the lupper right corner of screen a Candidate started the test before all the instructions were read and realizes he she is ahead while you are reading the instructions Solution Ask the candidate to click on the lin the upper right corner of the screen This will temporarily close his her test and stop the timer Figure 1 will appear Proceed as if the candidate inadvertently closed the test clicked the lupper right corner of screen In the unlikely event that screen shown in figure 1 does not appear proceed from step 2 as if there is a power outage during the test session Note The instructions appear only once in a test session at the beginning2. their computers before evacuating Let them know that this takes only a few seconds and keeps the test answers in memory for the return of the candidate 2 Once back in the room proceed as if there is a power outage Note 1 If the situation prevents you or the test takers from shutting down the computer or closing the test window the tests will be scored with the answers provided This can be dealt with through the Personnel Psychology Centre Note 2 A test will remain active for 24 hours If you cannot conduct the remaining portion of the test session within that period please contact the Personnel Psychology Centre to have the test reactivated during the test the mouse keyboard or monitor stops working properly Solution If you can click on the lin the upper right corner of the screen If not shut down the computer Then proceed as if there is a power outage the scroll bar and or the lin the top right corner seem to be behind the monitor s frame Solution This occurs when the monitor s settings are not set properly and when the computer was not tested before the test session with all windows maximized To correct the problem locate the control buttons for the monitor Usually they are located right under the screen itself but they can also be on its side Then readjust the horizontal or the vertical placement of the screen within the monitor by following the instructions the candidate
3. OLTF Administrator Troubleshooting Guide Please Note The guide below is intended to help test administrators in the event that something unforseen happens during an online testing session either of a technical or process related nature The most important thing to remember is to stay calm Do not panic If after attempting the solutions outlined below the issue cannot be resolved please contact For technical issues PSC Technical Support 613 996 5812 For test administration issues Personnel Psychology Centre PPC Consultation Services 613 992 9741 E testing Operations 613 992 9686 613 943 0653 613 992 9678 What if The candidate hits the wrong key and is taken to the wrong screen there is a power outage during the test session the candidate turned the computer off unintentionally and there is still time left to take the test Solution 1 The candidate must use the same computer Turn the computer on Open the Browser Go to the Candidate environment Enter Test Taker ID Enter the session s AdminID Click on Login oe ee Note You will need to go through all the screens before getting back to the test However once in the test you will be at the last unanswered question and the timer will be exactly where it was when the test was closed the room needs to be evacuated Solution 1 Instruct test takers to close the test window using the Xin the upper right corner or shut down
4. Once in the test the candidates cannot go back to read them Stating this point will get their attention and prevent them from moving ahead of you a candidate wants to change computers after he she already started Solution Unless the computer is not working properly the test taker cannot change computers once the test has started because responses are saved on the computer Changing computer will imply starting a new test from Question 1 This will create many problems For example two series of answers would exist for a subset of questions Also it would not be fair to others because time to complete the second test would start anew as if the test taker had never been exposed to the test questions before Finally it would be complicated to set or respect the re test period if applicable the computer freezes on the Loading screen or freezes preventing the test to be downloaded Solution This usually occurs when test takers answered No and Cancel when presented with the screens shown in Figures 2 and 3 This is why the instructions are clear to this effect Candidates are instructed to answer Yes and Run To correct this problem 1 You have to close all browser screens 2 Then proceed from step 2 as if there is a power outage durin the test session Figure 2 Click on the picture to get a larger format x The web site s certificate is invalid Do you want to continue Name besk wuawS ps
5. c chp gc ca Publisher test www5 psc cfp gc ca you trust the origin of the application More Information W The certificate cannot be verified by a trusted source Only continue iF There is another possible cause for this problem It has to do with writing rights to the computer s desktop It is very unlikely that this is the cause of this situation if systems requirements are met and if you tested the computer prior to the test session using a PSC Practice Test If you tried the solution described above without success and if the problem has to do with the writing rights there is nothing you can do with this computer on the spot without taking too much time or disrupting the testing session To circumvent this 1 Take the candidate to another computer that Is free 2 Then proceed from step 2 as if there is a power outage durin the test session Figure 3 Click on the picture to get a larger format Warming Hostname Mismatch x The name of the site does not match the name on the certificate Do you want to run the application Name tesk Publisher test www5 psc cfp gec ca the candidate clicks on a button and the screen presented has nothing to do with the test or he she got a message that the session timed out Solution This apparent problem is the result of the security protocols embedded in the online test system The system will lock the test taker out if he or she has not clicked
6. inadvertently closed the test clicked the upper right corner of screen Solution Figure 1 shows the screen you will be presented with Click on click here to return to the test Note You will need to go through all the screens before getting back to the test However once in the test you will be at the last unanswered question and the timer will be exactly where it was when the test was closed Figure 1 Click on the picture to get a larger format 3 OLTF MTEL Microsoft Internet Explorer provided by PSC CFP A a x File Edt View Favorites Tools Help k Q Back A x a A P Search S Favaits my Se r al Links INTRACOM PSC CFP 4 PSC Printers G Google Address la https test www65 oltf cand04 do z Go ief Public Service Commission Commission de la fonction publique of Canada du Canada Canada Public Service Commission Wty p SC cfp q UGA 5 Fons Thank you for using OLTF When your PSC Online session is completed you may click here to close your browser If your session is disrupted inform your test administrator wait a few moments and click here to log back in e Any answers you have entered and submitted successfully will appear at re login e You may also go to the Login Page and enter your Test Taker ID T21070409 and Administrator ID A21049929 Date Modified 2007 10 18 a Important Notices Top of Page y oe a Local intranet
7. on Next or Submit buttons within approximately 30 minutes To correct the problem 1 You have to close all browser screens 2 Then proceed from step 2 as if there is a power outage during the test session Important In the event that you are unable to resolve the problem please 1 Document document document Record as much information as possible regarding what happened how much time had elapsed on the candidate s test what question the candidate was completing etc 2 For technical issues contact PSC Technical Support 613 996 5812 3 For test administration issues contact Personnel Psychology Centre PPC Consultation Services 613 992 9741 E testing Operations 613 992 9686 613 943 0653 613 992 9678 4 Do not assign a new test taker ID number to a candidate under ANY circumstances before calling PPC Consultation Services
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