TECHNICAL SUPPORT

LEVEL ONE (L1) TECHNICAL SUPPORT MEANS

> Resolving Error 31 (ITS Engine) and Error 47 (Summit Engine) error messages.

> Identifying common support issues and resolve using steps in knowledge based articles provided.

LEVEL ONE (L1) TECHNICAL SUPPORT MEANS

> Using Technical Requirements and System Setup Instructions to resolve issues.

> Escalating and Reporting to the Certiport Technical Support team Level Two (L2) support issues.

Page 3

COMMON L1 TECHNICAL SUPPORT ISSUES

> ITS Engine has experienced an error (Error 31)

> Summit Engine has experienced an error (Error 47)

> You must wait for Windows Installer to complete before you continue

> When a computer freezes or crashes during an exam (iQsystem & LMS Engines) – White screen

COMMON L1 TECHNICAL SUPPORT ISSUES

> Perform a full custom install of Microsoft Office and how to change from a standard installation

> Not seeing Office Exams listed when launching iQsystem (to give an exam or a practice test)

Page 5

COMMON L1 TECHNICAL SUPPORT ISSUES

> Full Local Administrative Rights were not given to the Organization Administrator or Proctor of the Certiport Authorized Test Center Account and full administration rights check for group policies under firewall

> Language guidelines and Regional Settings using Windows XP

> No images, Citrix or thin client environments

Page 6

COMMON L1 TECHNICAL SUPPORT ISSUES

> Install paths for office.exe in the registry> Restore default path for

My Pictures and My Documents in the system registry.

> Checklist for System Setup Using iQsystem

> Online Exam Install, Setup and Trouble Shooting

> iQsystem Disappears After Installing Update> Temporary internet storage allotment> Proxy/firewall page & bandwidth checker> Error numbers and descriptions

Page 8

ESCALATION PATH TO LEVEL 2

> For issues beyond L1, escalate to Certiport Technical Support and include the form (included on thumb drive under forms) to technicalsupport@certiport.com

Operation System Version and Service Pack Level

Processor SpeedRAMHDD Space FreeInternet Browser VersionAdobe Flash VersionMicrosoft Office Version and Service PackAre you using Microsoft Domain, Microsoft Workgroup, Group Policy, Novell version, etc.What is the error message or error number received?

Provide screen shot of error or error message received (optional)

Describe the issue you are experiencing.

LIST OF ERROR MESSAGESTooManyArgs 10

You have passed too many command line arguments to the executable; please modify your command line and call the application again.

InvalidArgument 11 Invalid Command Line ArgumentMustDoUpdate 12 Please update the Certiport Exam Delivery software. Would you like to

proceed with the update now?MissingUsername 13 You must enter a valid username.MissingPassword 14 You must enter a valid password.NoExamInfoInConfig 15 The iQsystem does not have the required information for the selected

exam; please have the test center administrator reinstall the iQsystem to correct this problem. If the error still occurs, please contact Certiport Customer Support Services.

InProgressNotInstalledLocally 16

The selected exam has been started on another computer and is not available on this machine. Please select a different exam to continue. Do you want to continue with a different exam?

PreSelectedExamInvalid 17 The selected exam group contains an exam that is not available on this machine. To continue, please do one of the following: choose a different Exam Group, enter a new Exam Group ID, or choose not to use an Exam Group.

ExamGroupSelectionConflict 18

The preregistered Exam Group and a new Exam Group ID cannot be used simultaneously. Please remove the new Exam Group ID entry from the text box, or see the Certiport Center Administrator for assistance.

LIST OF ERROR MESSAGES

PreSelectedExamForDifferentProgram 19

The selected Exam Group is using a different exam than the exam selected during the login process. Please do one of the following to continue: choose a different Exam Group, or return to the login dialog and choose a different exam type from the list.

InvalidFormatExamGroupEntry 20The Exam Group ID is invalid. Please check the ID and enter it again, or see the Certiport Center Administrator for assistance.

NoExamSelected 21 Please choose a valid exam from the exam list to continue.InProgressStartedElsewhere 22

The selected exam has been started on another machine. If continued, all information will be lost. Do you still want to continue with this exam on this machine? Please see the Certiport Center Administrator for further assistance.

VoucherSelectionConflict 23To choose a preassigned voucher, you must first remove your entry from the new voucher text box.

NoVoucherIDEntered 24Please enter a valid voucher number to continue. If you do not have a voucher number, choose the NO button in the voucher group box.

NoValidExamsAvailable 25There are not any valid exams available on this machine. Try another machine or see the Certiport Center Administrator.

InvalidUsernameOrPassword 26 The username and/or password you entered are incorrect. Please try again or see the Certiport Center Administrator for assistance.

 

LIST OF ERROR MESSAGES

UnsupportedExamEngine 27

There is no exam engine to support the chosen exam. Please try again or see the Certiport Center Administrator.

ExamExecuteError 28 The exam was not completed successfully. Please continue the exam.

ITSNoItemPresented 29 The ITS exam engine did not present any test items for this exam. Please see the Certiport Center Administrator.

ITSInProgress 30 The ITS exam engine has experienced an error. Please see the Certiport Center Administrator.

ITSGeneralError 31This exam is already in progress and cannot be started again.

ITSQuitWithoutResult 32

The ITS exam engine has terminated the exam and no results were provided. Please see the Certiport Center Administrator.

OrgInfoNotSet 33

The organization information necessary to communicate with Certiport has not yet been set on this testing machine. It will be necessary for the administrator to login using the Certiport Administrator Tool so that this information can be set.

UseAdminForOffline 34There has been a problem trying to communicate with Certiport. It is possible that there is no Internet connection for this machine. In order to run an exam, use iQsystem Tools and select the "Offline Mode" button.

LIST OF ERROR MESSAGES

CandLoggedIn 35The Test Candidate that is currently logging in may already be logged in on this machine. If you continue and this user has already started an exam, starting a second exam may cause errors with the exam already in process. If the test candidate has logged in previously on this machine, but their testing session has already been terminated then it is safe to proceed. Would you like to continue with this Test Candidate login?

InvalidFile 36 The selected file is not in the correct format or has an incorrect extension. Please choose a new offline packet file

NoUsersInPacket

SummitGeneralError

37

47

There are no users remaining in the offline packet selected.

Summit engine has experienced an error and needs to close

LIST OF ERROR MESSAGES

iQsystem Admin

AdminInvalidForCurrentCustomerID

100 You entered a username that is not valid for the current Certiport Center; please try again.

NoItemSelected 101Please select an item from the list to continue.

EXAM DIAGNOSTICS MGSHardDiskErr 200

There is not enough disk space available on this computer. 100 MB of free space is required. Please see your Certiport Center Administrator for assistance.

RAMMOUSErr 201

There is not enough RAM available on this machine. 64 MB of Ram is required. Please see your Certiport Center Administrator for assistance.

RAMIC3Err 202

There is not enough RAM available on this machine. 32 MB of Ram is required. Please see your Certiport Center Administrator for assistance.

RAMWarning 203

There is less than 128 MB of RAM available on this machine; 256 MB is recommended. Please see your Certiport Center Administrator for assistance.

Windows98Err 204

This machine does not have the right operating system installed to run this exam; this exam only runs on Windows 98 or later. Please see your Certiport Center Administrator for assistance.

Windows2000Err 205

This machine does not have the right operating system installed to run this exam; this exam only runs on Windows 2000 or later. Please see your Certiport Center Administrator for assistance.

MSOfficeInstallErr 206

This machine does not have Microsoft Office installed; an installation of Microsoft Office is required. Please see your Certiport Center Administrator for assistance.

EXAM DIAGNOSTICS MGS

MSOffice8Err 207 This machine does not have Microsoft Office 97 installed; an installation of Microsoft Office 97 is required. Please see your Certiport Center Administrator for assistance.

MSOffice9Err 208 This machine does not have Microsoft Office 2000 installed; an installation of Microsoft Office 2000 is required. Please see your Certiport Center Administrator for assistance.

MSOffice10Err 209 This machine does not have Microsoft Office XP installed; an installation of Microsoft Office XP is required. Please see your Certiport Center Administrator for assistance.

MSOffice11Err 210 This machine does not have Microsoft Office 2003 installed; an installation of Microsoft Office 2003 is required. Please see your Certiport Center Administrator for assistance.

OutlookIE6sp1Err 211This machine does not have the correct version of Internet Explorer installed; Internet Explorer version 6.0 with service pack 1 or higher is required. Please see your Certiport Center Administrator for assistance.

PrinterInstallErr 212 This machine does not have a default printer installed; iQsystem 6.0 requires a default printer. Please see your Certiport Center Administrator for assistance.

EXAM DIAGNOSTICS MGS

Resolution1024By768Err 213The screen resolution on this machine is not set in accordance with the Certiport system recommendations. Certiport recommends that screen resolution be set to 1024x768. Please see your Certiport Center Administrator for assistance.

Resolution800By600Err 214

The screen resolution on this machine is not set in accordance with the Certiport system recommendations. Certiport recommends that the screen resolution for this machine be set to 800 x 600. Please see your Certiport Center Administrator for assistance.

Flash7Err 215

This machine does not have the right version of Shockwave Flash installed; Shockwave version 7.0 or higher is recommended. Please see your Centerport Center Administrator for assistance.

Flash6Err 216 Please have Shockwave Flash 6.0 or higher installed.MSOfficeDefaultPathErr 217

This machine does not have Microsoft Office installed in the default path; an installation of Microsoft Office is required in default path: C:\Program Files\Microsoft Office. Please see your Certiport Center Administrator for assistance.

ProjectNotInstalled 218This machine does not have Microsoft Project installed in the default path; an installation of Microsoft Project is required in default path: C:\Program Files\Microsoft Office. Please see your Certiport Center Administrator for assistance.

IQUPDATE ERRORSCancelled 300 A required software update was not completed.

Return to the iQsystem Tools menu and complete the iQupdate using the Manage System Software menu option.

GeneralFailure 301 A required software update was not completed. Contact your Test Center Administrator for assistance.

LogonAdministrator 302 There is an iQupdate available. Please login as an Administrator to complete it.

NoVersionFile 303 Failed to retrieve the VersionFile!

UninstallNotify 304 The iQsystem software update did not succeed. Your iQsystem application will now be restored to its original state.

UninstallSuccess 305 The iQsystem application has successfully been restored to its original state.

IQUPDATE ERRORS

UninstallFailure 306 The iQupdate process was not able to completely restore the iQsystem application. Please reinstall iQsystem 6.0 using the 'Repair' option or contact Customer Services for assistance.

NeedManager 307 In order for the iQupdate process to complete, iQsystem will automatically shut down and restart.

Finished 308 iQupdate has completed successfully

InvalidAlternate 309 The files required for iQupdate were not found at the selected location.

IQSYSTEM ERRORS Unknown 4 An unexpected error has occurred; please see the

Certiport Center Administrator for assistance.

RevRecogFailed 11 iQsystem failed to recognize revenue on the exam.CustomerNotActive 52100 This testing center is not active. Until this status is

resolved, the Testing Center will not be able to offer exams. Please contact Certiport sales or customer service for assistance.

CandidateNotRegistered 52101 The username entered is invalid. Please check the username and try it again, or see your Certiport Center Administrator for assistance.

InvalidPassword 52102 The password entered is invalid. Please check the password and try it again, or see the Certiport Center Administrator for assistance.

ExceededTimesStarted 52103 The exam can only be restarted five times. Please see the Certiport Center Administrator for assistance.

NoInventoryAvailable 52104 There is no exam inventory available; please see the Certiport Center Administrator for assistance.

IQSYSTEM ERRORS

NotRegisteredForProgram 52105 The selected program requires additional registration information before you can take an exam.

NDANotAccepted 52106 Please read and accept the Certiport Non-Disclosure Agreement.

NotProctor 52107 The Proctor username entered is invalid. Please check the username and try it again, or see the Certiport Center Administrator for assistance.

NotProctorForOrg 52108 The Proctor username entered is invalid for this testing center. Please check the username and try it again, or see the Certiport Center Administrator for assistance.

NotProctorForClassroom 52109 The Proctor username entered is invalid for this Exam Group. Please check the username and try it again, or see the Certiport Center Administrator for assistance.

InvalidExam 52110 The selected exam is not installed on this machine. Please see the Certiport Center Administrator for assistance.

IQSYSTEM ERRORS

InvalidClassroom 52111 The Exam Group ID is invalid; please check the Exam Group ID and try it again, or see the Certiport Center Administrator.

InvalidClassroomExam 52112 The exam you chose does not match the exam that was pre assigned to your exam group; please choose the exam assigned to the exam group that you entered, or see the Certiport Center Administrator for assistance.

InvalidCandidateExam 52113 Some exam data has been lost. Please exit and restart the application to continue.

ExamNotActive 52114 The local version of the selected exam is not active. An iQupdate must be performed before you can continue the selected exam. Please notify the Certiport Center Administrator for assistance.

ExamNotInProgram 52115 The selected exam does not match the exam type selected during the login process. Please see the Certiport Center Administrator for assistance.

InvalidVoucher 52116 The entered voucher number is invalid; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

IQSYSTEM ERRORS

VoucherNotFound 52117 The entered voucher number does not register on the Certiport iQsystem; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherNotForExam 52118 The entered voucher number is invalid for this exam; please choose a different exam from the list, or see the Certiport Center Administrator for assistance.

VoucherAssigned 52119 The entered voucher number is invalid; please check the number and enter it again, or see the Certiport Center Administrator for assistance

VoucherRedeemed 52120 The entered voucher number has already been used; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherExpired 52121 The entered voucher number has expired; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherInvalidOrg 52122 The entered voucher number is not valid for this Certiport Center; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

IQSYSTEM ERRORS

VoucherInvalidCountry 52123 The entered voucher number is not valid in this country; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherInvalidState 52124 The entered voucher number is not valid in this state or province; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherInvalidCampaign 52125 The entered voucher number is not valid for this campaign; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

VoucherInvalidChannel 52126 The entered voucher number is not valid for this channel; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

RequiredDataMissing 52127 Required data is missing.

InvalidPassFailString 52128 The result value is invalid. Must be a value of Pass, Fail, Inco, or Tamp.

InvalidSectionAnalysis 52129 The section analysis data is invalid.

IQSYSTEM ERRORS

Duplicate Exam 52130 The exam result has already been uploaded.

NoSelfProctor 52131 Users may not proctor their own exams.

CandidateNotActive 52132 The user account is inactive. Contact Customer Service if you need to reactivate the account.

NoIQCUser 52133 The system failed to locate the testing center.

RegisterAcaCompetitionFailed 52134 The system failed to register you in the Academic Competition.