TEST TAKER SUPPORT

CHECK-LIST BEFORE CALLING HELP DESK

TESTPAD RELATED

QUESTION
WHAT SHOULD YOU DO

I CANNOT LOGIN TO TESTPAD - WHEN I ENTER MY TEST KEY, I AM GETTING ERROR MESSAGE

1.

CHECK IF YOU HAVE ENTERED YOUR TEST KEY CORRECTLY

2.

IF TESTKEY IS CORRECT, CHECK IF THE TESTKEY IS FOR THIS TEST OR SOME OTHER TEST

WHEN I TRY TO LOGIN I AM CONTINUOUSLY GETTING MESSAGE WAIT FOR 30 SECONDS

1.

THIS MESSAGE COMES BECAUSE YOU ARE TRYING TO LOG INTO TWO DEVICES (YOUR TESTPAD & YOUR MOBILE TEST APP) AT THE SAME TIME.

2.

CHECK IF YOU ARE LOGGED INTO THE DIGIPROCTOR MOBILE TEST APP.

3.

IF SO, LOG OFF FROM THERE TO LOGIN TO TESTPAD

AFTER TAKING MY FACE PHOTO I AM NOT ALLOWED TO ENTER TEST

1.

THIS HAPPENS BECAUSE YOU HAVE FAILED THE FACE RECOGNITION TEST.

2.

ENSURE THERE IS NO BRIGHT LIGHT BEHIND YOU

3.

ENSURE THERE ARE NO PICTURES ON WALL BEHIND YOU

4.

ENSURE YOU CENTER YOUR FACE CORRECTLY TO CLICK

I CANNOT DO ANYTHING ON MY TESTPAD – IT HAS FROZEN

1.

CLICK ‘REFRESH’ BUTTON ON TOP LEFT OF TESTPAD

2.

TRY 2-3 TIMES, IF TESTPAD IS STILL NOT WORKING, POWER OFF YOUR LAPTOP & RECONNECT (DON’T WORRY, YOUR ANSWERS ARE ALWAYS SAVED)

3.

TO POWEROFF, YOU MUST KEEP LAPTOP POWER BUTTON PRESSED FOR AT LEAST 10 SECONDS

UPLOAD APP RELATED

QUESTION
WHAT SHOULD YOU DO

I CANNOT LOGIN TO UPLOAD APP - WHEN I ENTER MY TEST KEY, I AM GETTING ERROR MESSAGE

1.

BEFORE LOGGING INTO UPLOAD APP, YOU MUST LOG INTO YOUR TESTPAD.

2.

CHECK IF YOU HAVE ENTERED YOUR TEST KEY CORRECTLY

I INSTALLED NEW VERSION OF APP FROM GOOGLE/APPLE STORE. BUT I AM STILL CONTINUOUSLY GETTING MESSAGE TO INSTALL NEW VERSION

1.

AFTER INSTALLING NEW VERSION OF THE APP FROM GOOGLE/APPLE STORE, SWITCH OFF YOUR MOBILE PHONE

2.

THEN SWITCH ON & LOGIN TO APP.

I CANNOT DO ANYTHING ON MY APP – IT HAS FROZEN

1.

SWITCH OFF YOUR MOBILE PHONE & SWITCH ON.

2.

RELOGIN TO YOUR APP & CONTINUE WHERE YOU LEFT OFF

WHEN UPLOADING ANSWER IMAGE, IT IS TAKING TOO MUCH TIME

1.

CHECK IF YOUR INTERNET CONNECTIVITY IS AVAILABLE

2.

SOMETIMES UPLOAD DELAY CAN OCCUR DUE TO TRANSIENT LOW BANDWIDTH CONDITIONS CAUSED BY INTERNET PROVIDER. WAIT FOR A MINUTE AND TRY AGAIN

3.

IF PROBLEM CONTINUES – EXIT FROM APP, SWITCH OFF & SWITCH ON YOUR MOBILE PHONE, THEN RE-LOGIN TO CONTINUE

4.

IF ALL ATTEMPTS TO UPLOAD YOUR ANSWERS FAIL, YOU CAN USE THE “EMAIL ANSWERS” OPTION IN THE APP

TEST APP RELATED

QUESTION
WHAT SHOULD YOU DO

I CANNOT LOGIN TO TEST APP - WHEN I ENTER MY TEST KEY, I AM GETTING ERROR MESSAGE

1.

CHECK IF YOU HAVE ENTERED YOUR TEST KEY CORRECTLY

2.

IF TESTKEY IS CORRECT, CHECK IF THE TESTKEY IS FOR THIS TEST OR SOME OTHER TEST

WHEN I TRY TO LOGIN I AM CONTINUOUSLY GETTING MESSAGE WAIT FOR 30 SECONDS

1.

THIS MESSAGE COMES BECAUSE YOU ARE TRYING TO LOG INTO TWO DEVICES (YOUR TESTPAD & YOUR MOBILE TEST APP) AT THE SAME TIME.

2.

CHECK IF YOU ARE LOGGED INTO YOUR TESTPAD

3.

IF SO, LOG OFF FROM THERE, TO LOGIN TO TEST APP

I INSTALLED NEW VERSION OF APP FROM GOOGLE/APPLE STORE. BUT I AM STILL CONTINUOUSLY GETTING MESSAGE TO INSTALL NEW VERSION

1.

AFTER INSTALLING NEW VERSION OF THE APP FROM GOOGLE/APPLE STORE, SWITCH OFF YOUR MOBILE PHONE

2.

THEN SWITCH ON & LOGIN TO APP.

I CANNOT DO ANYTHING ON MY APP – IT HAS FROZEN

1.

SWITCH OFF YOUR MOBILE PHONE & SWITCH ON.

2.

RELOGIN TO YOUR APP & CONTINUE WHERE YOU LEFT OFF (DON’T WORRY, YOUR ANSWERS ARE ALWAYS SAVED).

WHEN UPLOADING ANSWER IMAGE, IT IS TAKING TOO MUCH TIME

1.

CHECK IF YOUR INTERNET CONNECTIVITY IS AVAILABLE

2.

SOMETIMES UPLOAD DELAY CAN OCCUR DUE TO TRANSIENT LOW BANDWIDTH CONDITIONS CAUSED BY INTERNET PROVIDER. WAIT FOR A MINUTE AND TRY AGAIN

3.

IF PROBLEM CONTINUES – EXIT FROM APP, SWITCH OFF & SWITCH ON YOUR MOBILE PHONE, THEN RE-LOGIN TO CONTINUE

4.

IF ALL ATTEMPTS TO UPLOAD YOUR ANSWERS FAIL, YOU CAN USE THE “EMAIL ANSWERS” OPTION IN THE APP

You must prefix 0 before 8. Do not use +91 before 8. (candidates outside India can reach us through Whatsapp)
In compliance with DoT guidelines, Coronavirus audio message will be played before connecting the call, kindly factor the extra time