Encountering obstacles during your training exam can be frustrating, but rest assured, we're here to guide you through it with practical tips that'll have you back on track in no time.
Troubleshooting Tips:
1. Close and Reopen Exam Session Page
Sometimes, simply refreshing the session can resolve many issues. Follow these steps:
- Close the actual exam session page.
- Reopen the active exam lab by clicking the green button, located on the Exam Launch page via the main eLearning site.
2. Use "Reset Exam Environment" Button
If the first step doesn't work, try resetting your exam environment:
- Locate the "Reset Exam Environment" button at the top of your interface.
- Click it to reset the automatic assignment of your IP address to the lab.
3. Ensure a Stable Internet Connection
A stable and reliable internet connection is crucial for the exam:
- Check your internet connection to make sure it is stable.
- Poor connectivity can lead to errors during the exam launch process.
4. Device and Browser Updates
Make sure your device and browser are updated:
- Verify that your device and browser are up to date.
- Ensure no open tabs are overloading your processing speed or memory.
Further Assistance
If the problem persists or if you encounter any other technical difficulties during the exam launch, promptly raise a support ticket with our SBT chatbot or email 'studentsupport@securityblue.team' with your registered eLearning account.
Information to Provide
To expedite the investigation, include the following information in your support ticket or email:
- Your exam reference number/screenshot of the lab
- A brief description of the encountered problem.
Also, please provide answers to these questions:
- Is your IP address dynamic or static? (Use an online tool like WhatIsMyIP to find out).
- Are you on a corporate, private, or home network?
- Could a corporate firewall be affecting your connection?
- Are you using a VPN or any network security software?
Additionally, if you suspect network-related issues, we recommend reviewing our guide for further insights here.