Common Support Issues

  1. "Complete" Office installation. A "Complete" installation of Office Professional is necessary for MOS testing. If "Complete" was not selected at installation, go to Control Panel/Add or Remove Programs. Click on Office and select "Change". Choose "Add or remove features" and continue. If any boxes are grey you do not have a complete install and must select "Run all from my computer" then update. Full instructions here. iQtools Diagnostics provides current setup information.
  2. Administrative Rights. Certiport Console is a front-end to Certiport's iQsystem exam delivery system. Using Certiport Console allows iQsystem to run in 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. - Click here for more information about Certiport Console.
  3. RAM. Centers that are running any exams except Office 2007 and 2010 only need 512 MB of RAM, but centers that want to test Office 2007 and Office 2010 applications need to have 1 gig.
  4. Correct OS with correct SP level. Centers must use the professional version of the Operating System. We do not work with home or other versions. You should also check the service pack level and ensure you are up to date. Windows XP needs to be at service pack 3. The operating system, Office suite and iQsystem version MUST be the same language.
  5. Correct Office Versions. Centers must have the Professional or Business version of Office suite if running the MOS exams. We support Office 2003 – 2010. Office 2003 should have service pack 4 and office 2007 needs to have service pack 3.
  6. Internet Connection Minimum requirement. Centers must be able to maintain at least 256 kbps connectivity to each machine during testing.
  7. Firewall/Proxy. We recommend that centers do not go through a firewall or proxy, but if one is required, please refer to the following list of critical items that must be considered when configuring a proxy server or firewall:
    • The domain certiport.com needs to be accessible.
    • The following IP addresses
    • 216.36.45.201 www.certiport.com
    • 216.36.45.202 certprep.certiport.com
    • 216.36.45.203 iQc.certiport.com
    • 216.36.45.204 info.certiport.com
    • 216.36.45.205 Digital Literacy
    • 216.36.45.206 MySpeed
    • 216.36.40.134 Certiport Terminal Server
    • 216.36.40.135 Certiport Terminal Server
    • 216.36.40.144 Certiport FTP
    • 216.36.40.145 Certiport FTP

      • All need to have full access through ports 80 (HTTP) and 443 (HTTPS) 216.36.40.144 and 216.36.40.145 need access through port 21 TCP

      HTTP redirects needs to be permitted (these are all completed within the certiport.com domain).

      BrowserLockdown2.exe is started by the ActiveX control when Lockdown is engaged at the beginning of an exam. If the Testing Center's security software (firewall, antivirus, anti-spyware, etc.) is not configured to allow this program the same rights as Internet Explorer to access the internet, you may experience:

    • A white screen when the exam attempts to start.
    • The tutorial loads and works but some or all of the exam content does not load
    • Questions start loading but never complete

      • Note:If the internet is accessed through an authenticating proxy server and the system is not configured to automatically pass credentials to it, you will experience the symptoms listed above.

      Security configurations should be changed so that full access to the internet is given to BrowserLockdown2.exe — usually by the IT department or personnel due to access rights.

  8. Pop-up blockers. Pop-up blockers and phish filtering should be turned off. Also we request no Internet Explorer toolbars be installed, because they have built-in blockers. Some of these toolbars include Google and Yahoo toolbars. Please remove them if they are currently installed.
  9. Adobe. Centers need to install adobe flash in order to run the iQsystem and online exams.
  10. 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 testing. Our systems use tracking so that in case a exam crashes, a reboot can be performed and candidates start from where they left off. If this type of software is installed, it will remove all tracking.
  11. Outlook Accounts. You cannot have any .pst folder configured on the tests machines if you plan to test the Outlook exams. You must use a default setup with no server support. This means no other outlook personal files setup.
  12. Other testing software. iQsystem uses concurrent technology and uses paths inside your machine to run. Other testing software has been found to change our paths or corrupt it. If Certiport is on a machine, we would suggest limiting the amount of other software installed to that machine. This will ensure the best test results.
  13. Local settings. Centers should ensure that the clock and time setting for their area are correctly set on each PC.
  14. .Net 3.5 installed. Machines must have .net 3.5 to run the iQsystem exams.
  15. Browser Lockdown Configuration (Certiport Online Exams)
    A quick installation of Certiport Browser Lockdown 2 is required for all Certiport Online Exams. If this has not been installed prior to launching an exam, you will be prompted to do so. An ActiveX bar will appear at the top of your screen on the Proctor Authorization page. Click on the ActiveX bar and select Install. For more information, click here.
    16. Browser Lockdown 2