Introduction

Connect Plus
Troubleshooting
Guide
Version 3.1

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CONTENTS

Introduction 4

User guide 4

Emergency support number 4

Before candidate logs in 5

Service not started 5

Hanging on launch screen 6

Failed Workstaton Requirements message 7

Username/Password not recognised when logging into TSA software 8

Username/Password not recognised when logging into Test Sitting Website 8

Test Sitting not visible on TSA 9

Candidate login error messages 10

Start Test button greyed out 13

Test expired 13

Once candidate has logged in 14

Candidate Workstation ‘out of contact’ 14

Local network/internet issue 14

Power cut 15

Hardware failure – Candidate Workstation 15

Hardware failure – TSA 15

Test freezes 15

Audio issues 16

No sound during Listening test sound check 16

Audio cuts out 16

Audio won’t resume 17

Blank/Black screen 17

Test ended by accident 17

Once candidate’s timer has reached zero 18

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Test not ending 18

Response not uploading 18

Responses not being collected by the TSA 19

Responses not being uploaded to Central System 19

How long to wait for response upload? 19

Manual response upload 20

Unable to close down Test Sitting 20

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 Introduction

Introduction
This Test Day Troubleshooting Guide is designed to help you overcome common issues you may
encounter during a test day.

This guide is split into three main sections:

1. Before candidate logs in

2. Once candidate has logged in
3. Once candidate timer has reached zero

USER GUIDE
If you are unsure how a particular part of the system work, please make sure that you refer to the
Connect Plus User Guide, which is available on our Support Site and IELTS CentreNet.

There is also a troubleshooting section in the User Guide.

EMERGENCY SUPPORT NUMBER

If, on the test day, the guidance in either this troubleshooting guide or the user guide does not enable
you to resolve an issue, please call the test day emergency support number:

+44 (0) 1223 803 786

If you’re not running a test today but still need support urgently, you can call +44 (0)1223 553 997
instead

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 Before candidate logs in

Before candidate logs in

SERVICE NOT STARTED

When launching the Connect Plus software you may encounter a Workstation Health message that
says Connect Plus cannot continue because the required windows service named 'Connect Plus' is
not running.

Connect Plus runs a Windows service in the background, even when the software is not open. The
above error means that this service is not running and until it is, you will not be able to start the
software. To enable the service, follow these steps:
1. On your keyboard, press the Windows Key and R together, type Services.msc, and click
on OK.
2. You should be able to see the Connect Plus service in the list of services. If the Status field
is blank, this means that the service is not running.
3. Right-click on the Connect Plus service and select Properties.
4. Make sure that the Startup type is set to Automatic. This will mean that the service is started
automatically when Windows launches.
5. Click Start to start the Connect Plus service.
6. You will see a pop-up window showing the status of the starting of the service.
7. Once the service has started, the box will disappear. Click OK.
8. You should now be able to see in the Status column that the Connect Plus service is
now Started.

You should now be able to launch the software successfully.

Visual guidance of these steps can be found in the support article Connect Plus: Workstation Health -
Service not running.

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 Before candidate logs in

HANGING ON LAUNCH SCREEN

When the software launches you will see a launch screen, showing a list of activities that the software
needs to complete before the login screen will be presented. There are a couple of scenarios where
this might take longer than usual:

 Auto upgrade – If the latest version of the software is not installed, the program will auto-
update itself and hang on the launch screen until complete. Your internet connection will affect
how long this takes. Check on the Computers tab of the Test Centre Website
(https://centre.connectplus.rm.com/) to see what version is installed.

 Content download – If test content has not finished downloading the program will stay on the
launch screen until download is complete. Once today’s test content is downloaded you will be
presented with an option to proceed to the login screen and download content for other test
dates later.

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 Before candidate logs in

FAILED WORKSTATON REQUIREMENTS MESSAGE

If the workstation does not meet the minimum requirements, then the ‘Failed Workstation
Requirements’ screen will be shown at application launch.

A requirement not met with a red cross will prevent you from using the workstation to deliver a test
until requirement is met.

A requirement not met with a warning symbol will not prevent you from using the workstation to
deliver a test. However, failure to rectify this could lead to test performance issues.

Once you are confident that all of the requirements have been met and any issues are resolved,
relaunch the software. If the Failed Workstation Requirement message does not show, the issue is
resolved.

Further information about resolving Failed Workstation Requirements can be found in the support
article Connect Plus: 'Failed Workstation Requirements' Message.

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 Before candidate logs in

USERNAME/PASSWORD NOT RECOGNISED WHEN LOGGING INTO

TSA SOFTWARE
If your username or password is not recognised when logging into the TSA software, trying logging
into the Test Sitting Website (https://sitting.connectplus.rm.com/). If you can access the website, run
the test from there instead.

If you have a colleague who has an Administrator account, ask them to log into the Test Centre
Administration Site (https://centre.connectplus.rm.com/) and reset your password. This will re-push
your login information to the TSA. This may resolve the issue.

USERNAME/PASSWORD NOT RECOGNISED WHEN LOGGING INTO

TEST SITTING WEBSITE
If you have a colleague who has an Administrator account, ask them to log into the Test Centre
Administration Site (https://centre.connectplus.rm.com/) and reset your password. Otherwise, you will
need to call the emergency test day support number: +44 (0) 1223 803 786

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 Before candidate logs in

TEST SITTING NOT VISIBLE ON TSA

A Test Sitting will not appear on a TSA under the following scenarios:

1. The current date is not the date that the Test Sitting is scheduled for – You will not be
able to see the Test Sitting until the scheduled exam date.

2. The location assigned to the Test Sitting is not associated with the Local Area Network
(LAN) where the test will take place
a. Ensure that the location assigned to the Test Sitting is not assigned to computers on
different networks.
b. Ensure that the location assigned to the Test Sitting is also assigned to the computers
that will be used to deliver the Test Sitting.

All Test Sittings for the current date will always be visible on the Test Sitting Website
(https://sitting.connectplus.rm.com/).

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 Before candidate logs in

OPENED WRONG COMPONENT

If you open the wrong test component, just leave it as it is and open the correct component. You can
return to the incorrectly opened component when you are ready.

STARTED WRONG COMPONENT

If the invigilator has started, the wrong component but candidates have not started the test yet (the
individual timers have not started yet), then candidates can abandon this component and log in to the
correct one. There is no need to pause the component.

If the invigilator has started the wrong component and candidates have started the test (their
individual timers are going down), then candidates should continue with the component. It is crucial
that the Special Considerations form is submitted to ensure our Results and Assessment teams are
aware of the change in component order.

CANDIDATE LOGIN ERROR MESSAGES

When a candidate login fails the user will be presented with an error message.

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 Before candidate logs in

The following are examples of messages a candidate might encounter and how to resolve them.

1. You did not enter either your candidate number or password. Please enter the correct details
and try again.
Issue: The candidate clicked SUBMIT on the login page without entering their username and
password.

Solution: Ask the candidate to enter the correct username and password and try again.

2. The candidate number and password you entered were not recognised. Please enter the
correct details and try again, making sure you use upper and lower case letters correctly.
Issue: The candidate has incorrectly entered their username and password.

Solution: Ask the candidate to re-enter their credentials correctly. Check that they have
been given the correct login sheet and that CAPS LOCK is not on.

3. This test is not yet opened for log in. Please try again when test is opened.
Issue: The candidate has tried to log in before the test has been opened by the Test
Administrator.

Solution: Check test is open and open it if not. If it is open, check the candidate using the
correct login credentials. Once resolved, ask the candidate to retry.

4. Test content not yet available. Please try again after a few minutes or contact your
administrator.
Issue: The candidate has tried to log in before the test content has been downloaded from
the Test Sitting Administrator computer.

Solution: Ask the candidate to wait until the test content has been downloaded. You can
check the download status on the Computers tab of the Test Centre Website.

5. You cannot log on because you are already logged on to another workstation. Please try
again after a few minutes or contact your test administrator.
Issue: Either the candidate has moved from one computer to another but has not been
paused and logged off by the Test Administrator, or the candidate has logged on with
another candidate's credentials.

Solution: Ensure that you pause and log off a candidate before moving them to another
computer. If the message is still encountered, restart the candidate’s original computer then
try to log in again.

6. You cannot log on because your workstation does not have a network connection. Please
inform the test administrator.
Issue: The candidate's computer is not connected to the network.

Solution: If you can find a cause (for example, a loose or unplugged network cable or
disabled network adapter) attempt to resolve. Otherwise, move the candidate to a spare
computer.

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 Before candidate logs in

7. The latest start time for your test has now passed. Please contact your administrator.
Issue: The candidate has tried to log in after the latest start time.

Solution: Please call the emergency test day number for support: +44 (0) 1223 803 786

8. Your test has already finished. Please contact your administrator.

Issue: The candidate has tried to log in after the test has ended.

Solution: It is not possible to log back into a test that has ended. Check that the candidate is
using the correct login for the next component.

9. A communication issue has occurred on this computer. Please try again or inform the test
administrator.
Issue: A network connection problem occurred while attempting to authenticate the
candidate credentials.

Solution: Ask the candidate to try logging on again, as the problem may have been
temporary due to network conditions. If this doesn’t work, move the candidate to another
computer.

10. An unexpected issue has occurred on this computer. Please inform the test administrator.
Issue: An unknown error has occurred.

Solution: Move the candidate to another computer.

11. Your test has expired. Please contact your administrator.

Issue: The candidate has tried to log in to an expired test.

Solution: Check that the candidate has the correct credentials for the current test. If they
have, the test has expired and they will not be able to take the test. Please call the
emergency test day number for support: +44 (0) 1223 803 786

12. Invalid test content. Please try again after a few minutes or contact your administrator.
Issue: It is likely that the candidate has been given the wrong username and password.
Solution: Check that all candidates have the correct credentials for the current test.

13. It is not yet possible to log on to this test. Please try again after a few minutes or contact your
administrator.
Issue: The candidate has attempted to log on to the test before the earliest start time.

Solution: Ask candidate to wait until the earliest start time before logging on. If the earliest
start time has passed, check the computer clock time is correct. If correct, call the
emergency support number.

14. An authentication issue has occurred on this computer and the Connect Plus software must
be reinstalled. Please inform the test administrator.
Issue: The candidate’s computer cannot authenticate the candidate’s credentials

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 Before candidate logs in

Solution: Reinstall the Connect Plus candidate software, or move the candidate to another
computer.

15. A security issue has occurred on this computer and the Connect Plus software must be
reinstalled. Please inform the test administrator.
Issue: The candidate’s computer cannot decrypt the test content.

Solution: Reinstall the Connect Plus candidate software, or move the candidate to another
computer.

16. It has not been possible to log on to the test content with the credentials you entered. Please
inform the Test Administrator.
Issue: Some of the test content is missing or got corrupted.

Solution: Try a spare workstation. If the issue persists, you may need to re-download the
test content. Please call the emergency test day number for support: +44 (0) 1223 803 786

START TEST BUTTON GREYED OUT

If the Start Test button is greyed out in the test Overview screen after you have opened the test, it is
likely that the earliest start time has not passed yet. The test Status should show Not in Time
Window.

You will need to wait until the earliest start time before you can start the test. You can still get
candidates logged in ready to start.

TEST EXPIRED
The test will show as expired if no candidates have started it by the latest start time. Please call the
emergency test day number: +44 (0) 1223 803 786 to discuss your options.

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 Once candidate has logged in

Once candidate has logged in

CANDIDATE WORKSTATION ‘OUT OF CONTACT’

During a test you may see on the Candidates tab that a Candidate Workstation shows as “Out of
Contact”.

If there is intermittent ‘Out of Contact’ status on various candidate computers during the test, you do
not normally need to take any action. This indicates that computers are temporarily unable to
communicate with the TSA, however, candidates will be able to continue working on the current
component unaffected.

If the computer is still Out of Contact at the end of the component, responses will not upload and the
candidate will not be able to start the next component. Check that the computer’s network cable is still
plugged in or Wi-Fi turned on and connected to network.

Local network/internet issue

If there is a wider issue with the local network or internet access this will need to be resolved before
testing can continue.

If you are unable to resolve, even with the help of local IT support, please call the emergency test day
support number: +44 (0) 1223 803 786

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 Once candidate has logged in

POWER CUT
As this is a computer-based exam, in the event of a power cut we are limited in the help we can
provide. We suggest contacting the electricity company to establish when the power is due back on.

If when the power is back on there is not enough time to complete all components by the latest start
time, please call the emergency test day support number: +44 (0) 1223 803 786

HARDWARE FAILURE – CANDIDATE WORKSTATION

In the event of a hardware failure, pause the test if the test is still running on the candidate
workstation. If the program is no longer running the test timer will have paused automatically.

If possible, move the candidate to a spare Candidate Workstation. If no spare is available, attempt to
resolve the hardware issue. In the event the candidate is unable to proceed with the test, call the
emergency test day support number: +44 (0) 1223 803 786

HARDWARE FAILURE – TSA

In the event of a TSA hardware failure, power off the failed TSA and power on the spare TSA you
should have prepared.

If you do not have a spare TSA, you can control the test from the Test Sitting Website
(https://sitting.connectplus.rm.com/). Please note that not using a TSA will put extra strain on your
internet connection and it could take longer for the candidates to log in and responses to upload.

TEST FREEZES
If the test freezes the candidate’s timer should also have frozen. You can try to pause the test from
the TSA but it is unlikely that the CW will receive the message.

Call the emergency test day support number, so that we can try and help you work out why it has
frozen: +44 (0) 1223 803 786

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 Once candidate has logged in

AUDIO ISSUES
No sound during Listening test sound check

If the sound is not working the only way to exit the program is to kill the power to the computer and
reboot it.

You will then need to investigate what caused the problem. Check the following before re-launching
the Candidate Workstation software:

 Does the sound play in any other application?

 Is the volume turned up on both Windows and on any controls located on headphones?
 Is the cable in properly or damaged in any way? Wiggle the connector whilst sound playing to
see if anything can be heard.
 Are the headphones set as the active output device?

How to configure the active output device:

1. Go to the Control Panel and click Sound

2. The default audio output device can be identified by the green tick next to the playback device
3. If the headphones are not set as the default device click on the headphone device to highlight
it and then click Set Default
4. Test the sound in any application and if it works launch Connect Plus again and log the
candidate in to run the sound check.

Visual guidance of these steps can be found in the support article Connect Plus: Audio issues
encountered during sound check.

Audio cuts out

Please note there is often a two-minute
If the candidate reports that the sound cuts out
gap between each part of the test.
during the Listening test pause the candidate’s
test and log them off.

Check the following:

 Does the sound play in any other application?

 Is the volume turned up on both Windows and on any controls located on headphones?
 Is the cable in properly or damaged in any way? Wiggle the connector whilst sound playing to
see if anything can be heard.
 Are the headphones still set as the active output device?

If no issue can be identified, restart the computer, launch Connect Plus and log the candidate back in.
Check if the sound is now working. If yes, the candidate can proceed with the test, otherwise please
see below.

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 Once candidate has logged in

Audio won’t resume

If the audio will not resume after restarting the computer, please call emergency test day support
number: +44 (0) 1223 803 786

BLANK/BLACK SCREEN
If the screen goes black on a Candidate Workstation during a test, but the mouse pointer is still
visible, it is likely that the graphics card driver on that computer is out of date.

Pause the test and move the candidate to a spare workstation.

If a spare is not available, pause the test, logged the candidate out and update the graphics driver to
proceed.

If upgrading is not possible, restarting the computer may resolve the issue long enough for the
candidate to complete the test, but make sure the graphics card driver is updated before the next
exam.

TEST ENDED BY ACCIDENT

If you end the test early by accident, preventing candidates from completing the test, please call the
emergency test day number for support: +44 (0) 1223 803 786

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 Once candidate’s timer has reached zero

Once candidate’s timer has reached zero

TEST NOT ENDING

If the test does not end for a candidate once their timer has reached zero, try to end the test for the
candidate manually. To do this, go to the Candidates tab on the TSA, select the appropriate
candidate and click End Test.

If this fails, please call the emergency test day number for further help: +44 (0) 1223 803 786

RESPONSE NOT UPLOADING

Connect Plus response files should upload automatically when the test has ended. The time this
process takes depends on the following factors:

 Internet speed
 Network speed
 The internet or network load at that time

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 Once candidate’s timer has reached zero

Click the See details button to see which computers are not uploading responses.

Responses not being collected by the TSA

If responses are not being collected by the TSA, you can perform the following checks:

1. Check the network cable is plugged into the computer/router

2. Verify that you have an active internet connection by accessing a webpage on another
device that's connected to the same network
3. If both are fine, restart the Candidate Workstation (CW) and see if it then uploads

If the issue persists, switch off the TSA and restart CW.

Responses not being uploaded to Central System

Carry out the following steps if responses are showing as collected but not being uploaded to the
Central System:

1. Check the network cable is plugged into the computer/router

2. Verify that you have an active internet connection by accessing a webpage on another
device that's connected to the same network
3. If both are fine, restart the TSA and see if it then uploads

If the issue persists, switch off the TSA and restart CW.

How long to wait for response upload?

If you have access to the venue the next working day, then leave the computers on overnight and
check whether they have uploaded the next day. If you only have access to the venue for that day,
then you will need to collect the response files manually before you leave.

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 Once candidate’s timer has reached zero

Manual response upload

If the responses are still not uploading, then it will be necessary to manually gather the response files
from both the affected Candidate Workstation and TSA.

1. Go to the C: > Program Files > Connect Plus > data folder on each computer, and find
the Responses folder.

2. Create a zip file containing this Responses folder and give the folder the same name as the
computer.

3. Send an email to applicationsupport@cambridgeenglish.org stating that responses haven't

uploaded along with the following information:

 Centre Number
 Test Sitting
 Component
 Candidate Number(s)

4. We'll respond by the next working day and supply you an FTP directory to upload the responses to.

How to upload files:

 Click on the link to the FTP directory that you are provided
 Click Upload
 Drag and drop the files into the window, or click Add Files and browse to them
 Click Start Upload

5. Respond to your support query stating that the responses have been uploaded to the FTP directory
and we can then get these processed for you.

If you are having any issue manually collecting responses, please call the emergency support
number: +44 (0) 1223 803 786

UNABLE TO CLOSE DOWN TEST SITTING

A Test Sitting can only be closed down once all responses have been collected by the TSA and
uploaded to the Central System.

If the responses have not uploaded yet, please take a look the support article called Connect Plus:
Responses not uploading.

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