Problems with updating SecureClient
If your version of SecureClient is more than two versions behind, SecureClient may get stuck in an ‘update loop’ as it continues to find new updates. You can fix this by uninstalling and reinstalling SecureClient. Make sure the SecureClient folder is empty before reinstalling. You can view further information in the SecureClient Update Loop section on the SecureClient for Windows troubleshooting web page.
For other updating issues, you may find it helpful to check the update logs in the log.xml file at C:\Users\Public\Surpass\SecureClient\UpdaterProgramme.
Problems when entering keycode
When entering a keycode, the following issues may occur:
- Invalid keycode message or error validating keycode.
- White screen appears with spinner.
- Introduction screen does not load successfully.
These problems can occur because of several reasons, which we've listed below. When troubleshooting, we recommend you eliminate these causes one by one.
Keycode has not been entered correctly
- Close SecureClient and enter the keycode again.
SecureClient isn't communicating with one or more of the four sites, listed in the Installing SecureClient section above
- Log in as a candidate and check they can access these sites in a browser. If not, log in as an administrator and repeat the check to determine if it is permissions related.
- If you use a proxy server, check its settings and, if authenticating, enter the details into the proxy.xml file at C:\Users\Public\Surpass\SecureClient\configfiles. See further instructions.
- Check the log.xml file in C:\Users\Public\Surpass\SecureClient\configfiles for connection errors which may help identify the cause.
- Try a keycode in SecureClient on a laptop which is disconnected from the network and connected to the internet using a mobile phone hotspot.
The test hasn't downloaded and isn't saved in the SecureClient folder
- Check the candidate has full read/write access to the SecureClient folder to save the downloaded test, retrieve the questions and save their responses.
- Log in as an administrator and repeat the check to determine if it is permissions related.
Introduction screen is not loading after confirming candidate details
- Check the candidate has full read/write access to the SecureClient folder to save the downloaded test, retrieve the questions and save their responses.
- Log in as an administrator and repeat the check to determine if it is permissions related.
Problems during a test
To allow the test to be downloaded and to upload the candidate’s responses, your test computers must have an internet connection at the start and end of the test.
You may experience problems during a test if:
- Your internet connection is poor and/or intermittent.
- Your anti-virus software real time scanning interferes with the test.
We've provided support for these issues below:
- If you know your internet connection is poor you can use the ‘Download Test to Take Later’ option on the Enter Keycode screen and run the test offline. At the end of the test a message displays if you're still offline. You'll need to restore the internet to upload the candidate’s responses, see our On-screen tests page.
- If you loose your internet connection part way through a test, SecureClient falls into offline mode and the test continues. At the end of the test a message displays if you're still offline. You'll need to restore the internet to upload the candidate’s responses, see our On-screen tests page.
- If your internet connection is poor or intermittent and you're not running the test offline, you may notice SecureClient is slow moving between questions as it synchronises the candidate’s responses to the central server. In this situation, we recommend disconnecting from the internet to allow SecureClient to fall into offline mode to continue the test. For additional information, you can check the test logs in the log.xml file in C:\Users\Public\Surpass\SecureClient\clients\4J.
- If you see a notification from your anti-virus software during a test, the real time scanning may be interfering with the communication to and from the SecureClient folder. To prevent this, you can add an exception to the anti-virus software to allow communication with the SecureClient folder. You can contact us for further guidance if needed.