ONSITE TESTING TROUBLESHOOTING GUIDE

ONSITE TESTING TROUBLESHOOTING GUIDE

Troubleshooting IEEAG5 and Exam Administration If errors are encountered, review the possible solutions within this document. If you are unable to resolve the issues after performing the checks, please contact The Institutes at (610) 644-2100, ext. 7313 or assessments@theinstitutes.org. Does your network use a proxy server? If so, consult with your IT support staff and reconfigure IEEAG5; see below for instructions. If not, continue to the next page. If you have a proxy server, you must reconfigure IEEAG5 to work with your proxy. Instructions assume installation program file default directory is used: C:\Program Files\AICPCU\IEEAG5 Add a rule to your firewall to allow direct access to our server: (IP Address 1) https://38.164.21.18 (IP Address 2) https://75.151.148.137 2. Add the line below to config.xml file after the line starting with <option id = location. Edit the line to include your information for host, port, user, password, and realm. Add this line if your proxy server requires a realm (domain name). <option id = proxypassword host= My Proxy IP Address port = My Proxy port realm= My Domain user= MyProxyUserName password= MyProxyPassword /> Example: <option id = proxypassword host= 10.1.4.213 port = 8011 realm= aidomain user= test password= password /> 3. Save file A) If using a proxy server to connect to the Internet, then edit all.js file: 1. Edit all.js file located in folder: C:\Program Files\AICPCU\IEEAG5\bin\greprefs directory 2. Open all.js file in a text editor and edit network.proxy setting as follows: Change this setting from 5 to 1 pref( network.proxy.type, 1); Change this setting to your proxy server IP address pref( network.proxy.ssl, ); Change this setting to your proxy server port pref( network.proxy.ssl_port, 0); Example shows IP address 58.2.36.25 and proxy server port 3120: pref( network.proxy.type, 1); pref( network.proxy.ssl, 58.2.36.25 ); pref( network.proxy.ssl_port, 3120); 3. Save file. B) If Basic Authentication is used, then edit config.xml: 1. Edit config.xml file located in: C:\Program Files\AICPCU\IEEAG5\bin directory 2

ERROR: Invalid Password 1. Password Have you Initialized the testing computer(s) with new password? To ensure that you are using the current password used to initialize and launch exams, log in with your company s Center ID and PIN at the following link. When logged in, click on Password. https://www.aicpcu.org/www/webieeacenters.show_test_ codes_v5 2. Initialize IEEAG5 Testing computers must be initialized using new/valid password (above) Go to: Start menu Programs IEEAG5 Initialize Enter password; click OK You should receive a Successful Download message. If not, continue with checks on this list. Incorrect Center ID showing when logged in to IEEAG5 Correct Center ID 1) Verify that the Center ID was entered properly during installation. (default location C:\Program Files\AICPCU\IEEAG5\bin) 2) Locate the config.xml file in the bin folder 3) Right-click with mouse on top of the config.xml file and select edit 4) Check Center ID in the line that reads: <option id = location l= WXX## /> 5) If the Center ID is incorrect, edit the file so that it reads the correct Center ID 6) Save and close 7) After changes are made, follow steps to INITIALIZE IEEAG5 above Error Retrieving Exam Manifest or Lic ID Error Permissions 1) Ensure that all IEEAG5 users have full permissions (read and write) in the two folders (default locations): C:\AICPCU C:\Program Files\AICPCU To check permissions, open C:\AICPCU Right click with mouse and select Properties Click the Security Tab Click on Users Read and Write need to be selected in the Allow column (Full Control is acceptable) If Read or Write is not selected, select missing permission and click apply and then ok Repeat steps for C:\Program Files\AICPCU Connectivity You must be able to connect to https://eea2.aicpcu.org server using SSL (port 443) for both of the following addresses: (IP Address 1) https://38.164.21.18 (IP Address 2) https://75.151.148.137 Add a rule to their firewall to allow direct access to our server. 2) After changes are made, follow steps to INITIALIZE IEEAG5 above. 3

ERROR: Print issue with the IEEAG5 exam software hanging at the end of the exam Trouble Printing Grade Report and IEEAG5 Hanging at End of Exam It may be related to printer connected to exam computer sending a prompt to the screen that user cannot click on. Please follow these steps to correct this problem: 1. Run a configuration test and see whether you can duplicate the printing issue. If still having an issue, try this. 2. Locate all.js file In this folder C:\Program Files\AICPCU\ IEEAG5\bin\greprefs 3. Edit file the all.js file in a text editor like WordPad. Locate: pref( print.show_print_progress, true); Change setting from true to false: pref( print.show_print_progress, false); Add an additional setting: pref( print.always_print_silent, true); 4. Save the file. 5. Run a configuration test and see whether you can duplicate the printing issue. Could not initialize the XPCOM. Perhaps the GRE is not installed Correct IEEAG5 Icons This may indicate that the old version of IEEAG5 was installed over the new IEEAG5. The new IEEAG5 icons (all three icons will be in color) should be visible from the Start menu. Incorrect IEEAG5 Icons If you see the old IEEAG5 and Initialize icons (below), these must be deleted from the Start menu. To delete old IEEAG5 icon, go to Start menu Programs IEEAG5 and right-click on top of old black/white box icon and select delete. Repeat steps for deleting the Initialize icon. If you still get an Initialization failed or Could not initialize XPCOM. Perhaps the GRE message, ensure all old shortcuts (black/white box icon) from IEEAG5 have been removed from the desktop, temp folders, etc. If problem persists, perform a search for ieeag5.exe on to ensure all old components and icons have been deleted. Any old black/white icons, shortcuts, etc., should be deleted. If problem still persists, you can either uninstall IEEAG5 and reinstall or go through checks on next page. 4

Could not initialize the XPCOM. Perhaps the GRE is not installed IEEAG5 Installation Version 1) Check install version (3.3.0.2) of ieeag5.exe. 2) Version is checked by going to C:\Program Files\AICPCU\ IEEAG5\bin\ieeag5.exe. 3) Right-click on ieeag5.exe and select Properties and then Details tab. 4) If you don t have the correct version, you need to uninstall the old version and reinstall the new version. 5) If version is correct (3.3.0.2), continue with final check on next page. Target and Start In Location 1) Verify that the Target (ieeag5.exe) and Start in location are the same by checking the properties of ieeag5.exe. 2) The properties are found by going to Start Program IEEAG5 IEEAG5 3) Right-click on IEEAG5 (see below). 4) On the Shortcut tab, if the Target and Start in don t match, edit location of ieeag5.exe so that both the target and start in are pointing to the same place. (ieeag5.exe should always show in the target.) 5

Possible Situations/Errors During or After Computer Exams IEEAG5 Error Retrieving Exam Manifest or XML Parsings Error message displays when launching exam 1. Read and Write permissions are needed in the working directories (default locations): C:\Program Files\AICPCU and C:\AICPCU 2. Make and apply necessary changes. 3. Launch IEEAG5 with the password and start exam. Emergency/Fire Alarm 1. If time permits, instruct candidate to click the Emergency Shutdown button (bottom-left corner of computer screen). This function will stop the clock from running and will safely shut down the exam while saving all answered questions. 2. Launch IEEAG5 with the password on the same computer candidate was testing on before the emergency. 3. After selecting candidate s name, An unfinished exam has been detected message will appear. Click OK and then Yes- Start Test. 4. Candidate will be presented with the Rules of Conduct and the Tutorial. Exam will default to Question 1. Last question attempted may be resumed by clicking the Question Summary button. Power Failure/System Shutdown 1. Launch IEEAG5 with the password on same computer candidate was using before the power failure. 2. After selecting candidate s name, An unfinished exam has been detected message will appear. Click OK and then Yes- Start Test. 3. Candidate will be presented with the Rules of Conduct and the Tutorial. Exam will default to Question 1. Last question attempted may be resumed by clicking the Question Summary button. 4. Exam Re-start s are reported to The Institutes. All re-starts must be documented on the Test Administrator s Report. Frozen Computer Screen/Computer Malfunction 1. Press Ctrl+Shift+F12 to display an exam recovery screen. 2. Select Return to exam. Candidate may resume exam. 3. If problem persists, press Ctrl+Shift+F12 and select Exit exam. This process will safely shut down the program, and the exam may be restarted without losing any answers. 4. Launch IEEAG5 with the password on same computer candidate was using before the malfunction. 5. After selecting candidate s name, An unfinished exam has been detected message will appear. Click OK and then Yes- Start Test. 6. Candidate will be presented with the Rules of Conduct and the Tutorial. Exam will default to Question 1. Last question attempted may be resumed by clicking the Question Summary button. Restarting exam without an Internet connection 1. Launch IEEAG5 with the password. 2. The Restart an Exam screen will prompt you for the Confirmation ID. Enter the candidate s Confirmation ID in the space provided, and then click Restart. 3. If an Internet connection is not restored when the candidate completes the exam, contact The Institutes at (610) 644-2100 or assessments@theinstitutes.org Missing Answer Files 1. To alleviate the possibility of missing results, check the Data folder of each testing computer for any answer files that may not have been returned. You can perform this check by viewing (default location): C:\AICPCU\IEEA\Data 2. You should only see a backup and shared folder. If you see any folders with a numerical name within the Data folder (i.e. C:\ AICPCU\IEEA\Data\1), launch a Configuration/Demo Test on that computer. Configuration/Demo Test 1. Click on the Start button in the lower-left corner of the computer screen. 2. Click on Programs from the Start menu. 3. Click on IEEAG5 and IEEAG5 again. This will launch the IEEAG5 program. 4. When the password screen appears, enter the password for your testing center in the blocks provided. 5. Click in the box to accept the Test Administrator s Agreement, then click Continue. 6. If your center is unapproved, click on the Yes-Start Test button. It may take a few minutes to download the files. If your center is approved, the top of the screen will display Open Registrations. Select the radio button next to Objective Demo Test or the Essay Demo Test and then click Continue. It may take a few minutes to download the files. 7. At the Welcome to Your Examination screen, click the Continue button. 6

8. At the Rules of Conduct screen, click Yes. The computer is now ready to administer the configuration/demo test. 9. At the Tutorial Welcome screen, click Continue. Then click Continue on the Tutorial Introduction screen. 10. You are now in the Tutorial. Click the Next Tutorial Screen button until you come to the end of the Tutorial. Then click Start Exam. 11. At the Welcome to Your Exam screen, click Continue. 12. You are now at Question 1 of the demo exam. You do not need to answer the question. 13. Exit the exam by clicking Submit Exam for Grading at the bottom of your screen and click No the survey. A successful test will display the following message: Answer File Successfully Transmitted. 14. If you require verification that the file was transmitted properly, please send a message to assessments@theinstitutes.org. 7