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Common Issues When Taking a Test

There are some common issues a test taker may experience when an unsupported device or browser is used. Review the solutions below if there is error recieved while completing the test.

Device Unsupported​

The test must be taken on a smartphone. If a message is shown that the device is unsupported, check to see that the smartphone is on the latest Android or iOS version.

Older devices may not support the latest versions of Android or iOS. If this issue persists, the test should be completed on a different smartphone.

Could Not Verify Identity​

If the device does not have a modern front/back camera, it may not have the capability to perform identity verification. The test taker should contact their test manager directly to request a different testing device or ask to be exempted from testing until a supported device can be obtained.

Browser Unsupported​

Please ensure you are using the latest version of Chrome, Firefox, Safari, Edge, Opera or Samsung Internet for any testing. If you receive a message that your browser is unsupported, please check to see that you are on the latest version:

Older devices running older versions of Android or iOS may be unable to update your browser to a supported version. If this issue persists, please try the test on a different smartphone.

note

In-app browsers (like those in Facebook Messenger or other social media apps) are not supported. Please open the test link directly in Chrome, Firefox, Safari, Edge, Opera or Samsung Internet.

Registration Error​

If a test taker has already completed a test, they cannot self-enroll again. If attempted, the test taker will receive this error. Alternatively, if the test taker hasn't completed a test yet, the project used to generate the test link may not be running.