Troubleshooting Online Testing
The minimum system requirements to use Online Testing include:
- You must enable cookies and Javascript.
- You have a stable broadband internet connection.
- You have the most recent version of your browser (Google Chrome, Internet Explorer, Firefox, Safari).
- All *.performancematters.com sites are not blocked or cached.
- The link is available for all students.
| Issue | Possible Cause | Solution |
|---|---|---|
| Students cannot view the login screen. | The student is in Compatibility Mode on Internet Explorer | Click the broken page icon to get out of compatibility mode. |
| Students receive the error message: “Login cannot be processed at this time.” | Wrong URL | Every district’s URL is different. Make sure you are using the URL for your district. The URL begins with ola (ola or ola#).performancematters.com. It should end with something similar to ?ClientCode=flheat. |
| The student does not have a login. | The district needs to add the student’s information to the Student Login file and request an upload if the file is not automated. | |
| The student is inactive. | Make sure the student has a schedule in ADMS. | |
| The student correctly logs in, but the test is not available to them. | The student was not included in the test population. | Using OLA Student Admin, make sure the student has access to the test. If not, assign the student. |
| The student already took the test. | Navigate to OLA Student Admin or the Student Detail report to verify whether the student previously took the test. | |
| Javascript is disabled. | The district’s IT needs to verify the computer the student is using has Javascript enabled. | |
| Students can start the test, but some images are missing. | Images were not correctly added to the item. | Review the question on the district’s site to make sure the image is showing correctly. If not, edit the item. |
| The district has blocked Performance Matters URLs. | The district needs to allow the following URLs at a minimum: ibi.performancematters.com It is better if you allow the URL: *.performancematters.com. |