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FAQ

What if students can't start testing because of a connectivity issue?

If students can’t connect to the network and they have not started testing, try these fixes in this order. 

1. If other devices in the same room are connected, check the student’s device. 

  • Make sure the device Wi-Fi is on and airplane mode is off.  

  • Make sure the student connected to the right network with the right password.  

  • If the student is using a virtual private network (VPN), tell them to disable it.  

  • If they’re using your guest network, follow the guidance in step 3.  

  • Give them a backup device with BluebookTM installed, if available.  

If you can’t resolve the student’s issue, their proctor should notify the test coordinator. 

2. If no one in the room can connect, try these steps.

  • Ask students to sign in and connect to a different network, if available. 

  • Try a different space. Before moving students, test the connection in a backup room by connecting to the same network students will use. 

3. If students are using your guest network, make sure they completed all required steps. 

  • Chromebooks only: Press and hold the power button, select Sign Out to quit Bluebook, and sign in to the device. 

  • Select the guest Wi-Fi from the list of available networks, open a browser, and follow any instructions for connecting to the internet. 

  • Depending on the way your guest network is set up, students may need to enter a password or agree to terms and conditions. 

  • If given a choice, students should select the option that allows them to stay connected for 4 hours or more (longer for extended-time testing). 

  • Chromebooks only: After confirming the connection, sign out of the device and open Bluebook without turning the device off. 

4. Contact the school or district staff who manage your network. 

  • Firewalls, content filters, and proxy servers can prevent some or all students from testing successfully. 

  • Make sure traffic to and from the domains listed on Network Requirements can bypass any security appliances and software. 

5. Notify your test coordinator.  

If technical support for your network is unavailable or the issue can’t be resolved, your test coordinator should refer to the manual for the test they’re administering.