Technical Support

This is a generic error with multiple causes. Clicking yes will provide you with details specific to the error, however there are many variations. The error will persist each time Console 8 is launched until fixed. This error is most commonly seen immediately after running updates when Console 8 closes and reloads.

First you will see the error “An unhandled exception has occurred. Would you like more information?”. If you click “no”, you will get a prompt asking if you want to relaunch Console 8 and if you click “no” again it will close. If you click “yes”, it will provide you with the specific details. See below for solutions.

• Error due to lack of Admin Rights and/or Technical Requirements: This error is primarily caused by either not having full Windows Admin Rights on the exam workstation, having group (network) policy restrictions in place, or non-compliance with our Technical Requirements (including prerequisites/third-party add-ons).

• Error after Updating: When this error occurs after performing updates, you can fix this by repairing Console 8. This is done by running the Console 8 setup executable over the current installation without performing any uninstall* (with full Admin Rights). This is preferable because you are able to keep all of the product updates and do not need to re-download any exam content. If for some reason this does not address the issue a clean uninstall and reinstall will be necessary.
  
  *Note: This is not a total repair and when running the executable you will not see any repair message, just the normal installation screens. However, this will restore critical Console 8 system files. Ensure that you do not have any instance of Console 8 running when running the setup file as a repair. After setup completes you will need to log in as an Organization Admin to set the test center ID again, and you will see the one required update in red just like a clean install. Run the required update and reconfigure any Console settings needed such as Admin Credentials, Proxy Server, and LAN settings.

• Error due to Antivirus: In some scenarios we have also seen Antivirus software as the cause of this error. If you suspect the Antivirus then check the quarantine area/logs for conflicts and then either temporarily disable the software during install and use, or set an exception for Console 8 by allowing all executables in the "Certiport" folder to run via the Antivirus settings.

This error can appear after changes have been made to the Admin Credential settings in Console 8. Normally you would need to close and re-launch Console 8 before these settings will take effect. If for any reason Console 8 is unable to authenticate the new settings then you will receive this error. To resolve please check any settings that may have recently changed:

• Admin Credentials Setting: Ensure the credentials provided are correct. The admin credentials used here are served up so that Console 8 can run with full admin rights with no group policy restrictions, but still allowing the user that initially logged in to Windows to be a limited account. These are Windows Admin credentials and not the Certiport Org Admin or other credentials. The Domain section is generally not required and should be left blank unless you are very familiar with your network setup.

Once these settings have been changed you will need to completely close Console 8 and then re-launch it to ensure that you are no longer receiving the error.

This error is generally seen after the Proctor enters their credentials and the candidate attempts to launch the actual exam. This may occur before or after the exam tutorial, which shows up immediately after launch but prior to the exam timer starting. Review the following solutions when encountering this error:

• Microsoft Office Installation Issues (MOS Exams only):
• Microsoft Office has not been Activated or opened for the first time: After the Microsoft Office software is installed, there could still be first-time/one-time prompts that appear after launching each title (e.g. prompts for registration, updates, cloud file syncs, add-ons, etc.). If Console 8 is launching the software for the first time, it is not designed to deal with these prompts and will hang up or produce an error. To address this, launch each Office program individually after a fresh install (and prior to testing for the first time or after a long break in testing) to ensure that the software opens to the default project screen.
  
  Note: Some of these prompts are per Windows User profile. If you use multiple profiles ensure that you have opened and addressed any applicable prompts before testing.

• Microsoft Office has not been set up to run locally from the hard drive:Ensure that the Office suite is installed on the same local/native drive/partition as Console 8 in the default path.

• Two Office versions are present: You can only have one Office version on an exam delivery computer at one time. Uninstall any old versions and ensure the only version matches same version year of the MOS exams you wish to administer. After old versions have been uninstalled, perform a repair to restore any applicable paths, registry entries, or shared files.

• Office software may be corrupted: It's possible that Office itself is in need of repair. Initiate a repair from the Windows Control Panel in the "Programs & Features" item. If a repair does not fix the issue, you may need to do a clean uninstall and reinstall.

• Add-Ins: Certain Add-Ins have been known to cause issues with MOS testing. Launch the affected Office program, enter the options, go to "Add-Ins" then click the "Go" button next to "COM Add-Ins" and disable anything that is checkmarked.

• When testing with Outlook: Outlook requires additional setup. Please refer to the Quick Reference Guide prior to testing with Outlook.

• When testing with Access: Due to nature of Access, if it should crash during testing it could be trying to relaunch in safe mode and you will not be aware this is happening via the Console 8 software alone. To ensure that you are launching in normal mode, exit Console 8, restart the computer and then launch Access directly to confirm it is launching normally.

• Office 2010 in 64-bit mode: 64-bit versions of Office are supported in all version years except Office 2010. If you have installed 2010 64-bit you will need to completely uninstall and reinstall the 32-bit version.

• Corrupt install of Console 8: If the Console 8 software is suspect it could be stemming from a previous version of Console and/or iQsystem that were not properly uninstalled, or became corrupted over time by some other means. To address this issue please perform a clean install by removing all Console and iQsystem (if present) software via the Control Panel, then delete the local “Certiport” folder and all its contents - which is located by default in the root of your primary HDD (i.e. C:\Certiport\*.*). Then proceed to install Console 8; please refer to the Console 8 Install & Setup Guidefor more information.
  
  Note: This option will delete any exams that are "in-progress" on the affected computer. The exam session itself will stay open for 7 days, but progress within the exam will be lost and this process will remove all exam content updates which will take significant time to download again depending on how many programs your CATC is administering with respect to your available bandwidth.

• Administrative Rights: Having a limited Windows User account or Group Policies in effect can inhibit or prevent exam delivery. Please refer to the FAQ on Administrative Rights for more information.

When trying to perform system and/or exam content updates via the Console 8 Update Services you may experience errors. Please consider the following:

• Windows Admin Rights: Admin rights are needed for all phases of exam delivery: acquisition, install, setup, updates, and testing. Please refer to the Admin Rights FAQ for more information.

• Certiport Whitelist: Please ensure that the entire list of our required IP Addresses and Ports are allowed through any applicable firewall or filter. The list of required items can be found under the Console 8 section in our Technical Requirements.

• Corrupt install of Console 8: If the Console 8 software is suspect it could be stemming from a previous version of Console and/or iQsystem that were not properly uninstalled, or became corrupted over time by some other means. To address this issue please perform a clean install by removing all Console and iQsystem (if present) software via the Control Panel, then delete the local “Certiport” folder and all its contents - which is located by default in the root of your primary HDD (i.e. C:\Certiport\*.*). Then proceed to install Console 8; please refer to the Console 8 Install & Setup Guidefor more information.
  
  Note: This option will delete any exams that are "in-progress" on the affected computer. The exam session itself will stay open for 7 days, but any Test Candidate would need to begin again on the same computer after the issue is resolved as the progress is stored locally, or move to another computer if time is a factor. Also note that this process will remove all exam content updates which will take significant time to download again depending on how many programs your CATC is administering with respect to your available bandwidth.

• Antivirus Software: This is not commonly an issue when performing updates however, some AV software can be used not only to scan the computer but to manage the local firewall settings or even implement some local policy restrictions. You may need to set exclusions or temporarily disable when performing updates.

This can be a problem with any Live-in-the-App exam if there is an issue with the Windows Documents folder or access to it because these exams not only rely on the locally installed software, but often external files placed by Console 8 that are needed during the exam as well.

• Windows Admin Rights: Admin rights and Group Policies can affect access to the Documents/My Documents folder. Console 8 makes temporary changes to the Windows registry during an exam and by not having full Windows Admin rights, or by having Group Policies in effect, this access could be limited or prevented. Please see the FAQ on Admin Rights for more information. Any registry settings or folder access are reversed when the exam completes successfully.

• The Documents folder has been moved, renamed, etc.: If the Documents folder has been moved, renamed, or redirected for any reason this could prevent access to these external files. Console 8 was designed to access the Documents folder in its default location and that location must be restored, or a new, unaffected Windows profile must be utilized for exam delivery. Please contact your IT helpdesk if you suspect the Documents folder has been altered from its default location or behavior.

This is a generic error related to MOS 2016 exams and is similar in resolution to the "Exam failed to complete successfully" error. This typically has something to do with the install/setup of the Office software, Admin Rights, or adherence to our Technical Requirements. For solutions related to the installation of the Office software, please refer to the FAQ on "Exam Failed to Complete Successfully". For requirements, please see our Technical Requirements page.

Full, local Windows admin rights are required for all Certiport delivery systems and solutions. In addition to that, no Group Policies should be in effect. Please see below for a breakdown:

• Console 8: Full, local Windows Admin rights are required to both install and use this delivery system (including updates). For CATCs with limited access, an Admin Proxy can be utilized to store the credentials and only apply them to the Console 8 software when in use. Please see the Console 8 Install & Setup QRG for more information.
  
  Note: The Admin Proxy feature only allows temporary access when launching or using the installed software. For new installs or reinstalls, you must always be logged in under an Admin account.

• Online Exams for Windows: Browser Lockdown should be installed under a Winodws Admin so it is available to all users. Any additional permissions will come in the form of internet access and browser permissions. Please see the Online Exam Install & Setup QRG for more information.

• Mac Launcher: The Mac Launcher software should be installed under a Mac Administrator account. Any additional permissions will come in the form of internet access and browser permissions. Please see the Certiport Mac Launcher Install & Setup QRG for more information.

Note: Not having the appropriate Admin rights in place could result in a variety of undesired errors or exam disruptions.

This message could appear when a dependency is missing or out of date. Ensure you meet or exceed the Technical Requirements for the Online for Windows delivery system and that you have set up Browser Lockdown correctly. Click here to review the Online Exam Setup Guide.

Unfortunately a wide variety and/or combination of items could be causing this to occur (see below):

• Soft Freeze (only the exam delivery program is frozen): Attempt to force close the program by launching the Task Manager in Windows (ctrl+alt+del), or by using Force Quit in Mac OS (cmd+opt+esc). If neither of these options work, then proceed with the Hard Freeze procedure outlined below.

• Hard Freeze (Windows or Mac OS itself is frozen): In this scenario the only recourse is to perform a cold reboot of the computer. Hold down the power button until it completely shuts off, wait 10 seconds, and then reboot the machine. Launch the Certiport exam delivery system again and resume the exam that is shown as "in-progress". All exam sessions will be saved, and the Test Candidate will pick up from where they left off as long as they are resuming the exam from the same computer in which it was launched. The only exception to this would be MOS 2013 Access exams, which will always start over with full time remaining.

Solution: If the software or operating system freezes a single, isolated time you can probably write it off as a one-off event. However, if you receive persistent freezing it is probably indicative of a greater problem. Ensure you are meeting or exceeding the Technical Requirements, and that you have closed all non-essential software prior to testing. Frequent freezes with the OS could indicate the need to repair or reinstall it. Please consult your local IT helpdesk should this occur.

Windows Installer is a service that the operating system requires when software installations or updates are being performed. The call to start the service could originate from either a local, network, or internet based source. In any case, Certiport exam delivery cannot begin if the windows installer service is currently running.

For Console 8, the "Running Processes" window should appear when trying to launch the exam if the windows installer is also running. Click resolve to attempt to have Console 8 try and terminate the process.

If the problem is persistent you will need to work with your institution's helpdesk staff to identify and eliminate the source program that is causing the conflict, or you will need to temporarily turn off the Windows Installer service during exam delivery.

To turn off the Windows Installer service you can perform the following steps (this process requires Windows Admin privileges):

• Click the Start button and open the Control Panel.
• Click on Administrative Tools.
• Click on Services.
• Scroll down the list of services, locate “Windows Installer” and double-click the item.
• If the functionality is currently in "started" status, click the Stop button then change the "Startup Type" to Manual. This should stop the service and allow the exam to proceed. In extreme cases you could also try changing the "Startup Type" to Disabled.

Note: Changing these settings could affect other programs and services on the computer and should be reverted back to their original settings after exam administration has completed.

We have a quick reference guide that covers the configuration of Outlook for MOS exam administration, please click here to view it.