Running Office Exams v3.1 (Mar 2012) PAGE 1 RUNNING OFFICE EXAMS. Microsoft Office Specialist (MOS) v3.1 (Mar 2012)

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1 Running Office Exams v3.1 (Mar 2012) PAGE 1 RUNNING OFFICE EXAMS Microsoft Office Specialist (MOS) v3.1 (Mar 2012)

2 Running Office Exams v3.1 (Mar 2012) PAGE 2 Contents 1. Before you Start! Companion Documentation Become an Organisation Administrator and Proctor Accept the Site License Agreement (If Applicable) Preparing to run Microsoft Office Exams Testing Machine Configuration Configuring your Microsoft Office Installation Downloading and Installing iqsystem iqsystem Tools Quick Links Running Microsoft Office Exams General Instructions Exam Completion Help! Appendix A Pre-Exam Checklist Appendix B - Troubleshooting Recommended Procedure What should I do if the exam crash or freeze? Error 31 (ITS Engine has experienced an error) or Error 47 (The Summit Engine has experienced an error) Appendix C Certiport Console Step 1: Enable the "Super Admin" Account Step 2: Download and Install the Certiport Console Software Step 3: Initialize Certiport Console Settings Using Certiport Console... 25

3 Running Office Exams v3.1 (Mar 2012) PAGE 3 1. Before you Start! 1.1 Companion Documentation This document is designed to accompany the Certiport Test Centre Guide please ensure that you have read the Certiport Test Centre Guide before continuing. 1.2 Become an Organisation Administrator and Proctor Create a Certiport Test Candidate username and password and become a Proctor as outlined in the Certiport Test Centre Guide. orgadmin@ with your Certiport Test Candidate Username and we will upgrade your username to Organisation Administrator on the account and you confirmation. 1.3 Accept the Site License Agreement (If Applicable) ***IMPORTANT - If you have purchased a MOS Classroom or Campus Exam Pack you must first accept the Site License Agreement before running Exams*** To do this please: a. Log onto the Dashboard at (as described in the Certiport Test Centre Guide ) as an Organisation Administrator using your Username and Password b. Click on the Licenses link under the MyCertiport tab c. Click Accept Figure 1: Licenses link Figure 2: Before you accept the Site License Agreement d. Read the License Agreement and ensure you understand and accept the Terms and Conditions e. Enter your name in the box supplied then click Accept f. Your Site License Status should now show as Active

4 Running Office Exams v3.1 (Mar 2012) PAGE 4 2. Preparing to run Microsoft Office Exams Preparation, as with anything else, is the key to successfully running Microsoft Office Exams. This section will outline the following: Testing Machine Configuration Configuring your Microsoft Office Installation The iqsystem 2.1 Testing Machine Configuration General Technical Requirements In order for the exam software to operate consistently and appropriately, it is essential that testing machines meet the Technical Requirements as set out at tm. These requirements may be changed without notice at any time. Prodigy Learning reserves the right not to offer Technical Support for systems not meeting these Requirements Microsoft Office Suite To run Microsoft Office Exams the testing machine must have ONLY the appropriate Microsoft Office Suite installed (full custom installation): Office 2003 Exams: Microsoft Office 2003 Professional (SP3) Office 2007 Exams: Microsoft Office 2007 Professional or Enterprise (SP2) Office 2010 Exams: Microsoft Office 2010 Professional or Professional Plus (32 bit only) (i.e. you cannot run Office 2007 exams on the same machine as Office 2003 exams) Important: All Operating Systems, Office versions and iqsystem versions must be of the same language. Failure to utilize the recommended systems may result in difficulties administering exams Dedicated Environment Microsoft Office exams are run as concurrent exams (i.e. live in application). Therefore, the testing software must have a dedicated environment in which to operate Administrative Rights (Local) Testing machines must have full, unrestricted administrative rights for delivering exams using iqsystem. We recommend that they are not subject to group policies or any other restrictions. (This means that the user profile used to log into a Testing machine must have full local Administrative Rights) Note: It is possible to deliver Microsoft Office Exams using a profile with restricted rights. However, this requires installation of a second piece of software, Certiport Console and performing some additional configuration. This is described in detail in Appendix C.

5 Running Office Exams v3.1 (Mar 2012) PAGE My Documents on the C: Drive The My Documents folder (for the user profile used to run exams) must be run from the default location on the C: drive to deliver exams using iqsystem. The testing software will not work if this requirement is not met. It is not recommended that personal files or working files are stored in this location as they may be lost during exam delivery. Note: It is possible to deliver Microsoft Office Exams with a user profile that has the My Documents folder mapped to a location other than the default C: drive subject to certain conditions being met. However, this requires installation of a second piece of software, Certiport Console and performing some additional configuration. This is described in detail in Appendix C Internet Connection Centres must be able to maintain at least 200kbps connectivity to each machine during testing Firewall/Proxy Certiport recommends that centres do not connect to the internet through a firewall or proxy during exam delivery, but if one is required, please note the following list of critical items that must be considered when configuring your proxy server or firewall: The domain certiport.com must be accessible Full access through ports 80 (HTTP) and 443 (HTTPS) must be given to the following IP addresses: o o certprep.certiport.com o iqc.certiport.com o info.certiport.com o Digital Literacy o MySpeed o Certiport Terminal Server o Certiport Terminal Server o Certiport FTP o Certiport FTP Full access through port 21 (TCP) must be given to the following IP addresses: o o HTTP redirects must be permitted (These are all completed within the certiport.com domain) Do not block soap HTTP traffic Automatically detect proxy Internet option un-checked - If centres are not connecting through a proxy but have the Automatically detect proxy option on their internet browser ticked, the testing software may not work - To check for this: o Open Internet Explorer o Click on Tools and open Internet Options o Click the Connections tab, and then click LAN Settings o Here you will see the Automatically detect proxy tick box - If it is checked and you are not using a proxy, please un-check it

6 Running Office Exams v3.1 (Mar 2012) PAGE Pop-Up Blockers & Automatic Updates Certiport requests that no Internet Explorer toolbars (i.e. Google and Yahoo) be installed, as most have built-in pop-up blockers. Automatic Windows updates should also be turned off during Exam delivery Anti-Virus Centres should ensure that their antivirus tool is not blocking or stopping the testing software. This can usually be accomplished by adding iqsystem and iqsystem Tools to your exceptions but you may have to temporarily disable it during Exam delivery Other Testing Software The testing software uses concurrent technology and uses paths inside your testing machine to run. Other testing software has been found to change these paths. If you wish to run Certiport exams on a particular machine, it is advised that the machine have no other testing software installed Restoring Software Certain software is built to restore the PC to its original state upon rebooting, such as Deep Freeze. If you are using such software, it must be disabled before attempting to deliver an exam. Certiport s system tracks test candidate progress during the exam in case it crashes. If this type of software is installed, it will remove all tracking Local Settings Centres should ensure that the clock and time setting for their area are correctly set on each PC Adobe Flash Player Adobe Flash Player is subject to regular updates. Please therefore ensure that your version of Adobe Flash Player is current (see Technical Requirements). If you do not know what version you are running, please visit or contact Technical Support for assistance. 2.2 Configuring your Microsoft Office Installation Correct Version In order to deliver Microsoft Office Exams you must, and can only have, the corresponding version of Office installed on the testing machine: Office 2003 Exams: Microsoft Office 2003 Professional (SP3) Office 2007 Exams: Microsoft Office 2007 Professional or Enterprise (SP2) Office 2010 Exams: Microsoft Office 2010 Professional or Professional Plus (32 bit only) Please consult Certiport s Technical Requirements regularly for updates Default Directory Your chosen Version of Office must be installed to its default directory: For Office 2003 this is: C:/Program Files/Microsoft Office/Office11 For Office 2007 this is: C:/Program Files/Microsoft Office/Office12 For Office 2010 this is: C:/Program Files/Microsoft Office/Office14 If Microsoft Office is not installed to its default directory, you will need to uninstall it and then reinstall to its default location.

7 Running Office Exams v3.1 (Mar 2012) PAGE Full Custom Installation A Full Custom Installation of your chosen Office Version is required. If Office is already installed and you want to check if it is a Full Custom Installation: Open Add/Remove Programs in Control Panel Highlight the Office Installation and select the Change button Depending on your version of Office, follow the steps outlined below Office 2003 a) Select the option to Add or Remove Features b) Click the Next button c) Check the box next to Choose Advanced Customization of Applications d) Click the Next button e) Ensure that all boxes are white indicating a complete install f) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Office 2007 a) Select the option to Add or Remove Features b) Ensure that all boxes are white indicating a complete install c) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Office First Use a) Select the option to Add or Remove Features b) Ensure that all boxes are white indicating a complete install c) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Each Microsoft Office Application must be opened individually to ensure that it opens to the default screen. Should the application launch a screen to obtain the user's name and initials, accept the defaults and continue until this screen closes. Close and reopen the application to ensure that this prompt has disappeared Language Bar Windows XP Only For Windows XP you must verify that the Language Bar has been configured so that Speech Recognition and Handwriting Recognition have been disabled as follows: Open Control Panel Double click Regional and Language Options Select the Languages Tab & click the Details button Select the Settings Tab Remove Handwriting Recognition & Speech Recognition Click the Apply button Select the Advanced Tab Check the Turn off advanced text services checkbox Click Ok

8 Running Office Exams v3.1 (Mar 2012) PAGE Configuring Microsoft Outlook Microsoft Outlook must be correctly configured to run exam software and therefore, Certiport strongly recommends that a network administrator perform these configurations. This is required and can be done immediately after the installation of Office. Outlook should not be configured or used for personal/business use to check . Doing so may cause instability in the Outlook exam as well as compromise personal data within Outlook Configuring Outlook 2003 a) Run Outlook 2003 b) Click the Next button when shown the Outlook 2003 Startup screen c) Select No and click Next when asked if you would "like to configure an account" d) When prompted to Cancel Configuration, check the box next to "Continue with no support" and then click the Finish button e) If prompted for a Full Name and Initials, accept the defaults and click the Ok button f) Close Outlook 2003 g) Run Outlook 2003 to confirm that you are not prompted with any questions and brought to the default Outlook 2003 view Configuring Outlook 2007 a) Run Outlook 2007 b) Click the Next button when shown the Outlook 2007 Startup screen c) Select No and click Next when asked if you would like to configure an account d) When prompted to Cancel Configuration, check the box next to Continue with no support and then click the Finish button e) If prompted for a Full Name and Initials, accept the defaults and click the Ok button f) Close Outlook 2007 g) Run Outlook 2007 to confirm that you are not prompted with any questions and brought to the default Outlook 2007 view Configuring Outlook Maintenance a) Run Outlook 2010 b) Click the Next button when shown the Outlook 2010 Startup screen c) Select No and click Next when asked if you would like to configure an account d) When prompted to Cancel Configuration, check the box next to Continue with no support and then click the Finish button e) If prompted for a Full Name and Initials, accept the defaults and click the Ok button f) Close Outlook 2010 g) Run Outlook 2010 to confirm that you are not prompted with any questions and brought to the default Outlook 2010 view It is recommended that CATCs delivering high amounts of exams uninstall and reinstall Office at least once every 6 months. 2.3 Downloading and Installing iqsystem Microsoft Office Exams are delivered as concurrent exams (live in application) using Certiport s iqsystem testing software. CATC Staff should at this point be familiar with the Dashboard and how to

9 Running Office Exams v3.1 (Mar 2012) PAGE 9 obtain the latest available version of iqsystem (see Certiport Test Centre Guide ). This section of the Guide outlines how to download and install the iqsystem software an essential prerequisite to running Microsoft Office Exams Downloading iqsystem To download iqsystem, CATC Organisation Administrators should: a. Login into the Dashboard b. Hover your cursor over the Training & Tools Tab c. Click on iqsystem Install d. Select the appropriate language e. Then follow the instructions on screen Installing iqsystem To install the latest version of iqsystem, you must have administrative rights to the workstations where the Exam Delivery system is to reside. To install iqsystem, follow these steps: a. Close all applications that are running b. Launch the iqsystem Setup file (usually saved to the Desktop) c. Follow the Install Shield Wizard instructions d. When the installation completes, reboot the testing machine Now that iqsystem is installed there will be three icons on your desktop. These are iqsystem Tools (Administration) and iqsystem Exams (Testing) and Certiprep (not relevant to this document). 2.4 iqsystem Tools The iqsystem Tools program enables an Organisation Administrator to quickly access the system management tools for the Exam Delivery system. The iqsystem Tools program is accessed by a menu that is available only to persons that are set up as either Organisation Administrators or Organisation Members on the Dashboard. The iqsystem Tools menu offers functions that are specific to maintenance and checks to validate the workstation and make sure that it is capable of delivering Certification Exams. The Organisation Administrator has options to: a. Change the CATC account being used by the Exam Delivery system b. Update their iqsystem software if any updates are available c. Check available Inventory d. Check available Licences e. View Diagnostic Information f. Configure Proxy Server details g. Select the Programme/s that you wish to deliver h. Run a configuration exam i. Upload exam results manually Important: To make sure that the software is installed correctly, run iqsystem Tools to check and download updates and run a Configuration Exam on the workstation at least hours before any planned exam delivery. To log into iqsystem Tools as an iqsystem administrator:

10 Running Office Exams v3.1 (Mar 2012) PAGE 10 a. Double Click the iqsystem Tools shortcut icon on the desktop Alternatively: Click Start on the Windows taskbar Click Programs > Certiport > iqsystem > iqsystem Tools b. The iqsystem Administrator Login dialog is displayed Figure 3: iqsystem Tools Login Dialog c. Enter your Organisation Administrator Username and Password - If there is an update to the iqsystem software available you may be asked to login after the update is complete d. The iqsystem Tools (Administration) Home Screen will appear iqsystem Tools Home Screen If you are not connecting to the internet through a Proxy (see Proxy Screen below), this will be the first screen you see. Ensure that that the system is referencing the correct Test Centre Account. If you need to change this, select the correct Test Centre from the drop down and click OK Proxy Screen Figure 4: iqsystem Tools Home Screen The Proxy Screen allows centres who use Proxy Servers to access the internet, to insert their Proxy information. If you are using a Proxy, this is likely to be the first screen you see when you initially launch iqsystem Tools. If so, enter the details as requested and click OK. Please seek assistance from your Network Management Team if necessary.

11 Running Office Exams v3.1 (Mar 2012) PAGE Programs Screen Figure 5: Proxy Screen After you have confirmed your Account settings, your next stop should be the Programs screen. This allows centres to select the exam program/s that they wish to offer. Select the version of Microsoft Office that you have installed on the PC and click OK. Note: Figure 6: Programs Screen If you cannot select the version of Office that you have installed because it is greyed out, please refer to Full Custom Installation.

12 Running Office Exams v3.1 (Mar 2012) PAGE Diagnostics Screen The Diagnostics screen will allow you to check the testing machine to see that the system requirements have been met and help identify potential problems before they occur. Should you encounter a Red X alongside the program that you are hoping to deliver an exam for, click on the corresponding + sign to expand the section. This will list the areas where the Diagnostics Tool has identified a potential problem. Note: Figure 7: Diagnostics Screen If you are only delivering Microsoft Office Exams and are presented with a Red X next to Online Exams, this is normal and will not affect the Office Exams. However, if you wish to deliver an Online Exam such as MTA or ACA, etc., a Red X means that you need to install the Browser Lockdown. If this is the case, please refer to the Running Online Exams Guide for further information Inventory Screen The Inventory screen will show how many inventory exams you currently have in your account and when they expire. Figure 8: Inventory Screen

13 Running Office Exams v3.1 (Mar 2012) PAGE Licences Screen As with the Inventory screen, the Licences screen will display information regarding any Classroom/Campus Exams Packs (Licenses) that you may have purchased. For more information regarding Exam Packs, please contact your Prodigy Learning Account Manager or any of the Prodigy Learning Team as per the Contact Details in Help! Offline Screen Figure 9: Licences Screen The Offline screen is a Solution designed for institutions where there is no internet connectivity and is generally not required unless advised by a Prodigy Learning representative Help Screen If, for any reason, you cannot contact Prodigy Learning and you require technical assistance for iqsystem (only), click on the Help screen to gain easy access to Certiport s Support Centre and Technical Requirements. Figure 10: Help Screen

14 Running Office Exams v3.1 (Mar 2012) PAGE Quick Links Organisation Page The links at the bottom of the screen now have an added feature. By clicking on Organisation Page you can go directly to your Organisation Page on the Certiport website without leaving iqsystem Tools Manage System Software Figure 11: Organisation Page This checks manually to see that your iqsystem is up-to-date and is the current version. Each time you login to the iqsystem tools it will automatically check for updates Upload Exam Result File In the extremely rare circumstance that your machine is unable to upload an exam result to Certiport s Servers, this link will allow you to do this manually. As with the iqsystem updates any files that haven t been uploaded will be checked and uploaded when you login to the iqsystem tools Running a Configuration Exam Running a Configuration Exam validates iqsystem s ability to start and deliver an exam as well as verify that a printer is available for the Test Candidate s score report. To run a configuration exam: a. Click on the Run Configuration Exam link b. The Exam Selection screen (Figure 12) will then be displayed c. Select the exam you want to run from the Select Exam list box (we recommend the one that you are preparing for) and then click Continue

15 Running Office Exams v3.1 (Mar 2012) PAGE 15 Important: Figure 12: Running a Configuration Exam d. Follow the instructions on the screen to start the exam You do not need to answer any displayed test questions, just click Continue at each page. Once the question is displayed, the Configuration Exam will time out after approximately ten seconds. The Configuration Exam does not record any scores on the questions displayed. e. When the test is completed, click Print Score Report on the Exam Score dialog box to test that a printer is available for the Test Candidate s score report and then click OK Please be aware the Configuration Exam only checks that iqsystem is functioning as it should. It does not test your installation of Office or Operating System components. For this reason it is vital that the Technical Requirements are followed.

16 Running Office Exams v3.1 (Mar 2012) PAGE Running Microsoft Office Exams Now that iqsystem has been configured the testing machine is ready to deliver Microsoft Office Exams. The iqsystem Exams program is primarily used to administer exams and then print exam results after the exam is completed. It is also responsible for updating the Test Candidate s score from the testing machine to Certiport. 3.1 General Instructions If Test Candidates are registered with Certiport, they have been assigned a Username and Password and can log in directly to iqsystem. Otherwise, they must first register to receive a Username and Password. Test Candidate registration is described in the Certiport Test Centre Guide. To login to iqsystem Exams and take a Microsoft Office Exam please carry out the following steps: a. Double Click the iqsystem Exams shortcut icon on the desktop Alternatively: Click Start on the Windows taskbar Click Programs > Certiport > iqsystem > iqsystem Exams b. The Test Candidate should enter their Username and Password when the Welcome screen appears (the Register User link can also be used to register new Test Candidates) Figure 13: "Welcome" Screen c. Select the type of exam the Test Candidate is taking in the Program Type list box i.e. Microsoft Office Specialist d. Click Login. The Candidate may be asked to accept a Non-disclosure agreement - he/she should accept this and then click Login again e. The Exam Selection screen will then be displayed

17 Running Office Exams v3.1 (Mar 2012) PAGE 17 Figure 14: "Select Exam" Screen f. Select the exam the Test Candidate wants to take from exam list i.e : MOS: Microsoft Office Word 2010 g. Check the appropriate Vouchers option button as follows: If you check Yes, the test candidate must select a voucher number from the Assigned Vouchers list box OR enter a new voucher number in the Enter a new voucher text box If you are using Inventory or a Classroom/Campus Exam Pack (License), you must check No h. Check the appropriate Exam Groups option button as follows: If you check Yes, the Test Candidate must select an Exam Group from the Registered Exam Groups list box OR enter a new Exam Group ID in the Join a new Exam Group text box (Please note: Groups must be created prior to this step if applicable) If you are not using Exam Groups, you must check No i. Click Continue j. The Candidate Exam Information screen will be displayed Important: It is VITAL that the Proctor checks and confirms that the correct exam has been selected and the candidate details (i.e. address) are also correct.

18 Running Office Exams v3.1 (Mar 2012) PAGE 18 Important: Figure 15: Candidate Exam Information Screen k. Once the Exam Proctor has confirmed that the details are correct, he/she must confirm that the candidate s identity has been verified by placing a tick in the provided checkbox and then authorise the exam by entering their Proctor Username and Password and then clicking Start Exam By authorising the exam, the Proctor is verifying that all of the testing conditions have been met. If an error occurs during the exam that could have been avoided by correct preparation, the Exam Voucher / Inventory will not be replaced. Important: l. After the Proctor clicks Start Exam, instructions for the Test Candidate will appear m. The Proctor should explain to the Test Candidate that they should take their time to carefully read and understand the instructions n. This section is not timed and at the end of this section, the Test Candidate will be notified that they are about to begin the exam and that they should click Next to continue Should the exam crash or freeze, DO NOT MOVE THE CANDIDATE TO A DIFFERENT PC. Please refer to the Troubleshooting section of this document. Please explain to users prior to taking the exam, the importance of attracting the Exam Proctor s attention if there seems to be any issue with the exam.

19 Running Office Exams v3.1 (Mar 2012) PAGE Exam Completion Once the exam has completed the Test Candidate will immediately see their score on screen also letting them know if they have passed or failed. The Exam proctor will then be able to print off the exam score report for feedback on the exam scoring. The exam result will be uploaded to Certiport and a Certificate automatically generated and can be viewed on the Candidate s Certiport profile (below) or in the Test Centre s Organisation Page (Refer to the Print Certificates section of the Certiport Test Centre Guide. In order to Download/Print Certificates from a Test Candidate profile: a. Navigate to and login using Test Candidate username and password b. Hover your cursor over the MyCertiport tab c. Click on the My Transcript link d. Click on the PDF or XPS link for you certification and you be shown an Online Copy of the Certificate e. Click View Official Certificate and the Online Copy watermark will disappear f. You are now free to Print or Save this as you wish. 4. Help! If you require assistance with any of the above or encounter technical difficulties with the Exam Delivery Systems please contact Prodigy Learning using the below details: Telephone: (0) (UK) / (0) (Ireland) support@ If you encounter technical difficulties with the Exam Delivery System (ONLY) and you are unable to contact Prodigy Learning, Certiport s Customer Service Team is available 7 days a week during the following times: Telephone: option 9 (Monday to Friday 1 pm 1 am GMT) technicalsupport@certiport.com (Responses within 1 business day) On Saturdays and Sundays (1 pm 5 am GMT) extended support is available and a response should be provided from technicalsupport@certiport.com within 2 hours during this time ONLY.

20 Running Office Exams v3.1 (Mar 2012) PAGE Appendix A Pre-Exam Checklist To minimise the possibility of problems occurring during the exam, CATC personal should follow this Pre-Exam checklist: Ensure testing machine meets all Technical Requirements Please see Certiport s Technical Requirements for the most up to date requirements. Ensure Microsoft Office is fully installed (full custom install) to its default location (C:/Program Files/Microsoft Office/) Ensure that the My Documents folder is run from the default location on the C: drive Administrative Rights Testing machines must have full, unrestricted administrative rights for testing. This means that they cannot be part of a group policy or any other restrictions at all. This check applies unless using Certiport Console (Appendix C) Firewall/Proxy Certiport recommends that centres do not connect to the internet through a firewall or proxy during exam delivery, but if one is required, ensure that the proxy server or firewall is configured as outlined earlier in this document (See Firewall/Proxy). Ensure that the Automatically detect proxy internet option is not checked All Pop-Up blockers, Phishing Filters and Internet Explorer toolbars (if applicable) are OFF Ensure that the Antivirus tool is not blocking or stopping the iqsystem software Ensure that any other Testing Software is not present. Ensure that any Restoring Software is disabled. Ensure that the Date and Time settings for your area are correctly set on the testing machine Ensure that Adobe Flash Player is up to date.

21 Running Office Exams v3.1 (Mar 2012) PAGE Appendix B - Troubleshooting 6.1 Recommended Procedure Generally, if you experience a problem during an exam, it can be solved by powering down the testing machine and then re-launching the exam. However, an exam can only be attempted 5 times. If it is attempted any more, the system will suspend the candidate s profile and he/she/you will lose the exam inventory/ voucher. Therefore, we recommend that if you encounter a problem, you do the following: Restart 1 Reboot the PC and try again. Restart 2 Try once more. If the problem persists, contact Technical Support. 6.2 What should I do if the exam crash or freeze? Should the exam crash or freeze, DO NOT MOVE THE CANDIDATE TO A DIFFERENT PC. The Proctor should restart the testing machine. To do this, he/ she will be required to Power down the testing machine. a. On most PC s this can be done by depressing and holding the Power button or simply unplugging the power cord (desktop PCs only) b. Wait for ten seconds and then restart the machine and then log the Test Candidate back into iqsystem Exams c. The interrupted exam will show in the Exam Selection screen as In Progress d. Select this and then click Continue - you are not required to use another Voucher/ Inventory unit e. The Confirm Exam Information screen will be displayed f. Launch the exam as normal g. The Test Candidate s progress will be restored to the point before the crash occurred Note: The system will notify you that the student is already logged in and starting a new exam will cause them to lose progress. So long as the candidate is logged into the same Testing Station as their first attempt their progress will be restored. 6.3 Error 31 (ITS Engine has experienced an error) or Error 47 (The Summit Engine has experienced an error) When trying to launch an exam, the following error message appears: The ITS exam engine has experienced an error. Please contact your exam Administrator. Please see the Certiport Center Administrator. (31) You may receive Error 47 depending on the exam that you are running. These are generic messages that indicate a number of potential causes, and likewise, resolutions. Here we list some potential causes and resolutions that will assist in resolving the problem.

22 Running Office Exams v3.1 (Mar 2012) PAGE Microsoft Office was not installed as a full custom install Open Add/Remove Programs in Control Panel Highlight the Office Installation and select the Change button Depending on your version of Office, follow the steps outlined below Office 2003 a) Select the option to Add or Remove Features b) Click the Next button c) Check the box next to Choose Advanced Customization of Applications d) Click the Next button e) Ensure that all boxes are white indicating a complete install f) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Office 2007 a) Select the option to Add or Remove Features b) Ensure that all boxes are white indicating a complete install c) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Office 2010 a) Select the option to Add or Remove Features b) Ensure that all boxes are white indicating a complete install c) If the boxes are not white, click the drop down arrow next to Microsoft Office and select Run all from My Computer Office is not installed to its default location on the C drive Microsoft Office must be installed to its default directory: Office 2003: C:/Program Files/Microsoft Office/Office11 Office 2007: C:/Program Files/Microsoft Office/Office12 Office 2010: C:/Program Files/Microsoft Office/Office14 If Microsoft Office is not installed to its default directory, uninstall it. Then reinstall Microsoft Office to its default location on drive C: None of the Microsoft Applications have been run for the first time In most cases, one of the Microsoft Office applications (for instance, Microsoft Word) must be run so that it can activate as well as obtain the User's name and initials. In order to resolve this, run one of the Microsoft Office applications, like Microsoft Word, and verify that it opens to the default page Microsoft Office Assistant is enabled Office 2003 ONLY For Office 2003 ONLY please open Microsoft Office and right click the Office Assistant. Uncheck the Use Office Assistant checkbox. Then click the Ok button.

23 Running Office Exams v3.1 (Mar 2012) PAGE Microsoft Office Language Bar is enabled Office 2003 ONLY For Windows XP Professional and Office 2003 ONLY you must verify that the Language Bar has been configured so that Speech Recognition and Handwriting Recognition have been disabled as follows: Open Control Panel Double click Regional and Language Options Select the Languages Tab & click the Details button Select the Settings Tab Remove Handwriting Recognition & Speech Recognition Click the Apply button Select the Advanced Tab Check the Turn off advanced text services checkbox Click Ok There is a problem with Microsoft Office In some cases, this may require the Office be repaired via the built in repair utility. In other cases, it must be removed from the computer and then reinstalled Anti-virus software is causing the iqsystem to fail In most cases you will need to disable the anti-virus software during the install/removal of the iqsystem to prevent any damage to the iqsystem software. It should also be disabled any time you access iqsystem for Administrative or Testing purposes. Note: If you anti-virus software is able to exclude directories, you can try excluding C:/Program Files/Certiport and C:/Certiport. You will still need to disable your anti-virus during the installation and removal of iqsystem System Requirements are not met Please ensure your testing machine meets the System Requirements as set out earlier in this document. Testing environments should be as limited as possible. Other software applications can cause conflict, therefore in an effort to limit software anomalies the testing machines should be as software free as possible The iqsystem or a portion thereof was not installed to the default location on the C: drive In order for iqsystem to function properly, Windows, Office and iqsystem must run from the C: drive The exam portion of the software has not been installed or is corrupted Re-run the iqsystem Installation.

24 Running Office Exams v3.1 (Mar 2012) PAGE Appendix C Certiport Console Certiport Console is a front-end to Certiport's iqsystem exam delivery system. Using Certiport Console allows iqsystem to run using a standard user Windows account. This includes all functionality of iqsystem test candidates taking exams, administrators using iqsystem tools, and performing software updates for iqsystem and the exams. Certiport Console is supported for Windows XP, Windows Vista, Windows 7 and Windows 7 64-bit. There are three components to setting up Certiport Console: Enabling the "Super Admin" account, installing the Certiport Console software, and initializing Certiport Console settings. Note: You must log in as a computer administrator before completing these steps. 7.1 Step 1: Enable the "Super Admin" Account Note: Step 1 is only required for Windows Vista and Windows 7 machines. Windows XP Users may skip to Step 2. Click here to watch a video of this process. The Windows Vista and Windows 7 (32- and 64-bit) environments automatically disable a "Super Admin" account. In order for Certiport Console to run this account must be re-enabled. a) Go to the Start Menu, and open the Control Panel b) Select Administrative Tools c) Double-click Computer Management d) There will be an administrator account with a white down arrow (indicating it is disabled) e) Right click on this account and select set password f) Create a password for the administrator account g) Once again right click on the account and select Properties h) There will be a box checked saying "Account is Disabled" - uncheck this box to re-enable the super admin account i) Log off the current account and sign in to the re-enabled super admin account j) Once signed into the super admin account, activate the office suite by opening an office application 7.2 Step 2: Download and Install the Certiport Console Software If iqsystem isn't already installed, refer to Section 2.3 of this document for instructions to download and install iqsystem on the machine. Note: Windows XP users must complete this step while logged in as the computer administrator. Windows Vista and Windows 7 users must complete this step while logged in as the "Super Admin". a) CLICK HERE to download the CertiportConsole.msi file b) Save the file to your desktop c) Run the downloaded CertiportConsole.msi file to begin the installation d) Follow the remaining instructions to complete the installation

25 Running Office Exams v3.1 (Mar 2012) PAGE 25 Note: e) When complete, there will be an "Certiport Console" icon on the desktop f) Installation of Certiport Console will automatically delete the original iqsystem shortcut icons from your desktop: iqsystem Exams, Certiprep, and iqsystem Tools Certiport Console covers all of these capabilities (iqsystem Exams & Tools) from the Certiport Console icon. 7.3 Step 3: Initialize Certiport Console Settings Note: Windows XP users must complete this step while logged in as the computer administrator. Windows Vista and Windows 7 users must complete this step while logged in as the "Super Admin". This user profile must have FULL LOCAL ADMINISTRATIVE RIGHTS and it s My Documents folder must be mapped to the local C: drive. Certiport Console needs the Admin account credentials in order to run iqsystem at the privilege level it requires. Certiport Console collects the credentials and stores them in encrypted format for future use. a) Double Click on the Certiport Console icon to launch the application b) Click on the "System Admin" button c) Enter the computer admin user credentials when prompted On Windows XP, this is the local administrator account On Windows Vista and Windows 7, this is the super admin account d) Certiport Console is now setup and ready to use 7.4 Using Certiport Console Figure 16: Certiport Console Shortcut on the Desktop Certiport Console is run by double-clicking on the Certiport Console shortcut on the desktop. The main window displays:

26 Running Office Exams v3.1 (Mar 2012) PAGE 26 Figure 17: Certiport Console There are three primary options within Certiport Console. iqsystem Exams: A Test Candidate clicks this option to launch iqsystem and take an exam. This is the replacement for the "iqsystem Exams" desktop icon. Certiprep: A Test Candidate clicks this option to launch iqsystem and take Certiprep practice tests. This icon is not needed or used by Prodigy Learning customers using GMetrix practice tests for MOS. iqsystem Tools: An iqsystem administrator uses this option to launch iqsystem Tools. This is the replacement for the "iqsystem Tools" desktop icon. Selecting any of these options will cause iqsystem to launch, with the user experience and behaviour identical to using the original desktop icons except iqsystem is now able to run under a non-admin account. The last option is the System Admin option, described in the Setup section above. If the admin credentials ever change, this option can be used to update the credentials for Certiport Console.