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Pedagoguedirect troubleshooting
Contact Information
If you are currently taking
an assessment with the PedagogueDirect
service and have a question, please contact your designated
Help Desk.
Pop-Up Blockers
Popup blockers cause the highest number of trouble
calls for PedagogueDirect. Any active popup blocker
MUST BE DISABLED when using PedagogueDirect. It is not enough
to simply ‘allow’ the popup and keep the popup
blocker enabled. When a popup blocker is in use, the student
is able to log in successfully and will see the required exams.
When an exam is clicked most times the exam is never displayed
and the student feels as though the link is not working. To
test if a student has a popup blocker enabled, the following
page can be of use:
http://www.popup-killer-review.com/rundetect.htm
Click here
for a brief summary of how to disable common Pop-Up Blockers.
Troubleshooting Best Practices
- Try logging into the portal as the student
with the current information contained on your roster. If
this is successful, ask the student what information they
are using to log in. It is common for signals to get crossed
and students to use the wrong information (SSN instead of
Employee ID, Home phone number instead of Office phone number
etc) to log in.
- If a student does not see exams which
they should have assigned on their ‘Take’ page,
they may have already passed the exam in either Pilot or
during a Production run. Contact Pedagogue Support to deactivate
the student’s previous result if you would like them
to take the exam again. In some situations, the student
may not be in the correct group (dictated by the Roster
import file). You may want to check this and send an updated
file to Pedagogue Support.
- If a student is seeing blank screens
when logging in, or the username/password screen is not
displayed after the initial splash screen, a popup blocker
or an incompatible browser version is the likely cause.
PedagogueDirect is compatible only with Microsoft
Internet Explorer version 5.5 and above running on an IBM
compatible PC.
Internet Explorer 7 Clipboard Access
Error
If you receive this error while trying to take an exam on
Pedagogue Direct, instructions how to fix it can be found
in the following PDF. Download
IE7 Clipboard fix pdf
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