PARCC Technology Troubleshooting FAQs, Version 1.0

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1 PARCC Technology Troubleshooting FAQs, Version 1.0 Released 3/6/14 This document contains Frequently Asked Questions to help districts and schools troubleshoot issues regarding technology set up for the PARCC Field Test. Questions fall into the following categories: Network Configurations Proctor Caching Java Software Requirements Browser Configurations TestNav 8 PearsonAccess Network Configurations 1. What are the IP Address Ranges for TestNav? There are currently no IP addresses or ranges available as TestNav 8 uses dynamic addresses for content delivery. Please whitelist; *.amazonaws.com and *.testnav.com on ports 80 and What else needs to be allowed through my firewall for Proctor Caching? In addition to whitelisting *.amazonaws.com and *testnav.com for inbound and outbound traffic, please also allow traffic on ports 4480 and 4481 to flow freely on the network. Proctor Caching uses these ports. Proctor Caching 1. What is the purpose of Proctor Caching and what does it do? Proctor Caching allows administrators to download and store a local copy of content, also known as pre caching content, from Pearson servers to a local computer with the intent of distributing it from that local computer to the machines being used by students during testing. This reduces the overall burden on the external bandwidth when testing online. 2. What are the requirements for the Proctor Caching software? Macintosh OS X 10.6, 10.7, or 10.8 Windows XP SP3, Windows Server 2003, Windows Vista, Windows Server 2008, Windows 7, Windows Server 2012, or Windows 8. See the full Proctor Caching Hardware and Software Requirements at: 1

2 3. Do I need any other special software or hardware to run TestNav and Proctor Caching? No special hardware or server equipment is required to run Proctor Caching, but it should not be installed on the same machine that will be used for testing. For TestNav, only a Windows or Mac OSX machine with a browser and a Java version that meets the requirements is needed. 4. Why do I receive an error in PearsonAccess when adding multiple Proctor Caching machines? This happens when a user attempts to add a new Proctor Caching configuration from the Configure TestNav page instead of first selecting their existing organization to add additional configurations. Instead, to add additional Proctor Caching machines first select the organization to which you would like to add Proctor Caching by using the New TestNav Settings button to add another (new) configuration. 5. Where can I view pre cached test content? You are able to view cached content via the Proctor Caching management page. To access this page, enter in the IP address of the Proctor caching machine on port 4480 (Ex :4480) into the URL address bar in your browser of choice. 6. Why am I unable to view actively connected clients inside of the Proctor Caching management page? Check the Clients tab of the Proctor Caching management page. The information here should include all users actively connected. If it does not, verify that ports 4480 and 4481 are open on the network, because this information is transmitted using one of these ports. 7. Why am I unable to connect to the proctor caching computer? This situation is likely caused by one of three things: 1. An incorrect PearsonAccess configuration 2. Ports 4480 and 4481 are blocked on the network 3. A parent proxy which needs to be addressed to allow Proctor Caching to function correctly 2

3 8. Why do I receive an error when I access port 4481? If you receive an error when trying to access port 4481 and can visibly see squid written below in text, it is operating as designed. This error confirms that the caching software is working according to its designed security parameters. 9. How does my client know to communicate to my Proctor Caching machine if there s no software on the client? TestNav is completely web based and is provided information from PearsonAccess. The client machine is instructed where to look for content by PearsonAccess. When Proctor Caching is set up, PearsonAccess tells the client machine to look at the Proctor Caching machine instead of across the internet. 10. Do Chromebooks work with a district's proctor caching service when students test using them (i.e., can Chromebooks pull content from a district's proctor caching configuration)? Yes. 11. Can you set up the proctor caching application on a Chromebook (i.e., can a district host Proctor Caching for other computers from a Chromebook)? No go to and click on the proctor caching link for the technical requirements for proctor caching. 12. Can a district test or tech coordinator "pre cache" the test content from within PearsonAccess when using a Chromebook? No PearsonAccess only supports Windows and Macintosh platforms listed in the PearsonAccess hardware and software Guidelines document, which can be found at in the PearsonAccess Hardware and Software Guidelines document. Java Software Requirements 1. What are the Java requirements? Java is required, but the version which is compatible depends on your browser, operating system, and security settings. With TestNav, Pearson recommends you use the latest release version of Java. 2. How do I reduce Java dialogues? To prevent Java dialogue boxes from launching each time after testing, do the following: In the Java Control Panel, select Enable hide warning and run with protections under the Mixed code section of the advanced tab. When you receive a security warning, make sure to select Don t Block and or Run. 3

4 3. Java is installed, but the error message tells me otherwise. This is usually associated with the Java plugin being blocked within Safari 6.0 and below. To activate the inactive plugin, visit and click on the inactive plugin message. You should then receive the dialogue to activate it. Browser Configurations 1. Why do I receive an infinite spinning icon animation? This is usually caused by improper java security settings coupled with browser security settings that prevent the applet from launching. Check to see if Java is installed and verify if the configuration is set properly as mentioned above. Content filters, firewalls and parent proxies can cause timeouts when clients attempt to communicate to the proctor caching machine. Please verify that ports 4480 and 4481 are whitelisted as well as javaw.exe to facilitate this communication. 2. How should I set up my Plugin Configurations? Browsers such as Firefox and Safari continually update security safeguards to prevent malicious plugins from running if they declare it is vulnerable. Users should update their version of Java to the current release or manually allow the plugin to run. 4

5 3. Why is the Proctor Caching management page not launching? If after setting up Proctor Caching according to the instructions, a new window that displays the status of the cached content does not launch, then you need to disable your browser s pop up blocker. TestNav 8 1. What user permissions does TestNav require? Read, write and delete access to the home directory (defined below) in both Windows and Mac OSX, are needed in order to run SystemCheck and TestNav properly. 2. Where is the TestNav home directory? TestNav and SystemCheck create and read files located in the users home directory. On Windows XP: C\Documents and Settings\ On Windows 7: C\Users\username\Pearson\ On Mac OSX: //Users/username/Pearson/ Student response files as well as log files used for diagnostics are located in this directory. 3. What is the Secure Window? Tests that require content to be protected run in a secure window that is sensitive to applications launching in the foreground or background. To prevent unwanted disconnects, be sure to disable third party software updates and auto updates during testing. 4. What do students use to log into TestNav? Your test proctor or coordinator will print student authorizations which contain a unique username and password which students will use to access their test. This is available via the Authorizations tab inside of the session details on PearsonAccess. 5

6 5. Where can I find the full TestNav 8 documentation? The full TestNav 8 and Proctor Caching manuals and documentation can be found on PearsonAccess under the support tab, The PARCC Technology Guidelines, which include additional requirements, are located at PearsonAccess 1. Why do my students have Main as a Form/Form Group Type? Students are assigned a test form when: 1. the test session has been started 2. forms are pre cached Until one of the conditions are been met, the form will remain as the form group type assigned, which is typically Main. 2. What is the Training Center? The Training Center is part of PearsonAccess that is designed to mirror the live site with the goal of assisting users in understanding its functionality without impacting real data. Users are able to create students, sessions, configurations, and practice testing with students. Tests in the Training Center will not be scored. At any given point, you can identify which site you are on by the color of the banners on the top and bottom of the page. The Training Center has brown banners while the banners in the live site are blue. As an additional note, you will have different logins for both sites. 3. How do I add/change secondary save locations for Student Response Files (SRF)? In PearsonAccess and on the Test Setup tab, select Configure TestNav. Find and select the configuration name for your organization. Create new settings via the New TestNav Settings button. Designate both primary and secondary save location for SRF files for both Windows and Mac operating systems. 6

7 If there is an existing configuration that you would like to modify, select Edit TestNav Settings under the Proctor Caching computer name. 4. How do I change my default Proctor Caching machine? Upon adding an additional configuration, you have the option to designate a primary Proctor Caching machine by clicking Make Default. 7