Common Technical Support Issues

Locate support issues by Exam Delivery Engine:

iQsystem 7
Console 8
Online Exams - Windows Delivery
Online Exams - MAC Delivery

Locate support issues by Support Type:

Administrative Rights
Browser Settings
Operating System Issues
Software Dependency Issues (plug-ins and third-party software)
Hardware Compatibility Issues
Software Environments
Installation Issues
Language Issues

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iQsystem 7

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Console 8

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Online Exams - Windows Delivery

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Online Exams - MAC Delivery

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Details
  1. "Complete" Office Installation: A "complete" installation of Office Professional (32-bit only) is necessary for MOS 2007, 2010, and 2013 testing. All programs, tools and shared options must be completely installed, even if one or more of the items are not in the school's curriculum. If "complete" was not selected during the initial installation, go to the Control Panel, click on Add or Remove Programs (Win XP), or Programs and Features (Win Vista/7/8). Click on the line-item for the Office suite you have installed and select "Change". Choose "Add or remove features" and continue. If any boxes are gray or have a red X, it indicates that you do not have a complete installation of Office and you must select "Run all from my computer" from the top gray box to be compliant. Click here for detailed instructions.
  2. Administrative Rights - Local: Due to the access that our exam delivery software requires, full Windows Admin privileges are required to both install and deliver exams using the iQsystem 7 and Console 8 software. Additionally, no group and/or local security policies (UAC) that may restrict the software, or access to the software, are allowed to be in place during testing (e.g. restrictions on registry access, local read/write access, internet/proxy access, etc.). For iQsystem 7, a separately installed blanket program called Certiport Console is available for centers in which full admin rights may be an issue. Certiport Console acts as a front-end to iQsystem 7 by storing the Windows Admin credentials and only calling on them when the software is accessed, which allows iQsystem to run under a limited Windows user account. (For Console 8 users the same access is required, but the Admin credential storage ability is built into the software as opposed to a separately installed feature.) Click here for more information about Certiport Console for iQsystem 7.
  3. Administrative Rights - Online: When configuring your system for Online Exams it is important to install all required software and dependencies as an Administrator so they are available to all Users. However, taking an exam can be performed under a limited User account as long as all browser settings required have been populated and allowed, and that all IP addresses needed during an exam are accessible.
  4. Minimum System Technical Requirements/Hardware Compatibility: Centers must ensure that computers used for testing meet our minimum hardware specifications in the areas of processor speed, RAM quantity, free HDD space, keyboard and mouse, and monitor size/resolution. Please click here to be taken to our Technical Requirements page.
  5. Correct OS with Correct SP Level: Centers must use the Professional versions of our supported Operating Systems. We do not support Academic/Student, Standard, Home, Trial, or other versions. You must also check the current service pack level and ensure you are up to date. Windows XP needs to be at SP3, Windows Vista at SP2, and Windows 7 at SP1. We support the 32 and the 64-bit versions of Windows.
  6. Language Support: For iQsystem 7: the operating system, Office suite and iQsystem version MUST all be installed in the same language. For Console 8, the available supported languages are all contained within one download, so only the operating system and Office suite must be installed in the same language as the language chosen inside Console 8.
  7. Correct Office Versions: Certiport supports Microsoft Office 2007, 2010, and 2013 for exam delivery. Centers must install the Professional or Business versions of the Office Suite if administering the MOS exams (Student/Academic, Standard, Home, or Trial versions are not supported). All Office suites should be patched only as far as the supported Service Pack that is listed next to the version of Office in the Technical Requirements. Note: Only the 32-bit versions of Office are supported.
  8. Internet Connection Minimum Requirement: Centers must be able to maintain at least 256 kbps connectivity per concurrent candidate testing. So for example, if you have a classroom of 25 students, you would need to provide 6.4 Mbps of throughput. Please note that the preceding equation was a generalization, and that all CATC's must still take into consideration any shared connections or resources, throttling, timing and bottlenecks when estimating your available bandwidth. For an individual speed test, click here.
  9. Firewall/Proxy: We recommend that centers do not go through a firewall, proxy server or IP filter during testing. If these devices are required, please refer to the following list of critical items that must be considered when configuring internet access:
    • 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).

      BrowserLockdown3.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, anti-virus, 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 BrowserLockdown3.exe - usually by the IT department or personnel due to access rights.

  1. Pop-up Blockers: Pop-up blockers and phish filtering should be turned off. Also, we request that no browser toolbars be installed, as some have built-in pop-up blocker features; please remove them if they are currently installed.
  2. Browser Settings: It will be necessary to set several customized settings in your browser. Start by adding Certiport as a trusted site (PC Only).
    • Step 1: Open Internet Explorer and enter the Internet Options
    • Step 2: Click the 'Security' tab.
    • Step 3: Select the green checkmark for 'Trusted Sites'.
    • Step 4: Click the 'Sites' button.
    • Step 5: Uncheck the box "Require Server Verification (https:) for all sites in this zone".
    • Step 6: In the "Add this website to the zone" field enter *.certiport.com and click 'Add'.
    • Note: Please ensure after adding the entry that the address is not preceded by any "www", "http", or "https".

  3. Adobe: Centers need to install the latest Adobe Flash Player (WIN & MAC), Flash Plugin (WIN ONLY), and Adobe Reader (WIN & MAC) in order to run iQsystem 7 and Online Exams. (See .NET and Java sections for additional dependencies)
  4. .NET 3.5 and 4.0 Installed: Testing machines must have Microsoft .NET 3.5 and 4.0 to run the iQsystem 7 and Console 8 exams. Note: .NET 3.5 is built into Windows 7 and Windows 8 and will not show in your installed programs list, so only .NET 4.0 would be required. (See Adobe and Java sections for additional dependencies)
  5. Java: Testing machines must have the latest version of Java installed. (See Adobe and .NET sections for additional dependencies)

  6. Restoring Software: Third-party software is available which allows the program to capture a working image of a computer, then restore the PC to that original state upon every reboot (e.g. Deep Freeze). If you are using such software, it must be disabled before testing, or a thaw space must be created that encompasses all Certiport program folders. Our software stores test candidate progress locally. In the case of a crash, a reboot can be performed and candidates will be able to begin from where they left off. However, if this type of software is installed, the saved progress will be eliminated during the reboot and the candidate will have to start the exam from question 1. (The candidate's voucher/license will not be affected).
  7. Outlook Accounts: You cannot use Outlook for personal email on the same machine used for testing as it will interfere with the "dummy" profile needed to populate appointments, emails and other items that will be used for the exam. Click here for a set of instructions on this process.
  8. Other Testing Software: iQsystem 7 and Console 8 use concurrent technology that use local paths to run. Other testing software has been found to change our paths or corrupt it. If Certiport is on a machine, we would not only suggest it being the only exam delivery software, but also limiting the amount of all other auxiliary software installed to that machine to ensure an ideal, conflict-free testing environment.
  9. Local Settings: Centers should ensure that the date, time, and timezone settings for their area are correctly set on each PC.
  10. Browser Lockdown Configuration (for Certiport Online Exams): Browser Lockdown 3 is required for all Windows-based Certiport Online Exams. If this has not been installed prior to launching an exam, you will be prompted to do so. An Active-X bar will appear at the top or bottom of your browser on the Proctor Authorization page. Click on the Active-X bar and select Allow/Install. For full details on both Windows and MAC setup, click here.
  11. Installation Issues: Always ensure that you have the latest version of the Certiport software. Please check with Customer Service if you are unsure. If the software fails or you otherwise encounter an error during installation use the Control Panel's "Add or Remove Programs" tool to uninstall. Next, delete the local Certiport folder and its contents. Restart the computer, re-install the software and ensure that the installation is performed under a Windows Administrator account.
  12. Software Environments: Please note that all Certiport exam software must be installed locally in a dedicated (fat client) environment. Non-native environments such as Thin/Zero/Web/Citrix Clients are not supported.
  13. Internet Browser - for MAC Environments: Certiport has some exams that will run natively on a MAC using Safari browser version 4 or higher. Note: when launching these exams the exam name will be followed by a "MAC Compatible" notation. Click here for more details on setup for MAC-based exams.
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