Pre-Exam

Problem IBA
Category
I am not able to find my exam details

There is no exam visible in Current Tab

I am able to see my assessment, but not able to

do anything. What to do?

Error Message: Exam has not started yet.

Error Message: You are not authorized to take

this exam.

Error Message: This attempt is currently active in

another window/system.

After log in, I am not seeing any active assessment

under current tag

Exam Details
After Login

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 Pre-Exam

Exam Details
After Login

When I try to launch the assessment, I get an

error stating “The assessment got interrupted
due to slow network connection or due to
antivirus running on your system”

I logged in on the URL provided, and was able to

complete the self registration successfully.
After that I downloaded the launcher. Now when I
am trying to start the launcher and
provide the key displayed on the launcher
download page, nothing happens

Camera is not detected

There is no button to click picture
Check box is not enabled during registration
Self-Registration fails again and again
Unable to capture image during Validation
Session has expired
No Human face found during registration

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Image does not meet the required specification.

I am getting a message "Key not generated"

Self
Registration/Ca During self-registration camera not visible.
mera Issues

Self-registration taking too much time while

validating the captured photo

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After completion of Registration from mobile,

again its asking to register.

Error Message: Kindly use Internet Explorer

(version 8 or above), Mozilla Firefox (version 13 or
above) or Google Chrome(version 20 or above) to
take the online exam.

Error Message: Kindly cross check the URL and try

again.

Browser Issues

Browser zoom level set to 100% but error showing

for the prerequisite

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I am not able to download the launcher

I am not able to find windows launcher
Launcher
I am not able to find Ubuntu launcher
Download
Launcher download terminates again and again

I am getting a message that browser is

incompatible

Unable to unzip the Launcher with Winrar

Launcher getting corrupted

The launcher is not starting

I am getting a message that "Key is invalid"

I have clicked launcher, but it is taking long time

to start
After Clicking on launch, the system hangs.
White/blank screen appears while launching
assessment

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I am getting a message, Error while connecting to

server

Error Message: Please check the internet

connection

Starting
Launcher

Error displayed while running IBALauncher “Fatal

error detected. Failed to execute script main”

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After clicking launch, error “Please enter a valid

key” is displayed.

Error while connecting to server [Err02] No Such

file or directory

Creation of new user in Windows 10 OS

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PRE EXAM
Reason

NA

It is displayed when candidate is launching the assessment

before assessment start date
It is displayed when user details sent while launching the
assessment doesn’t match with details sent during
subscription.

It is displayed when same attempt of candidate is being

accessed by multiple logins. This will be resolved if candidate
launches the assessment after 70 seconds if it is not being
accessed from multiple logins.

NA
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NA

NA

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NA
Pre-Exam

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It is displayed when candidate is using older version of

browser which may cause issues for user experience while
taking the assessment

It is displayed when files of assessment are missing or not

created properly

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NA

NA

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Resolution
(Copy-paste or type the statements provided in bold to the candidate)
"Check the details in Upcoming tab and it will reflect under Current tab once exam s
(Conditional) If the candidate logs in after exam ends, "The exam has ended and noth
be done now"

"Wait until the exam start time".

"Wait until the exam start time".

"Relaunch the assessment.",

(Conditional) if still issue occurs, Helpdesk agent should connect with PM for subscrip
candidate
"Reopen the assessment after 70 seconds"

1) Check that your system date and time is the correct date and time
2) Check the assessment date and time you have received in the mail communicatio
3) Check under the planned assessment tag

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 Pre-Exam
As per the new hotfix, majority of antivirus softwares will not be required to be disa
while using Launcher. For some antivirus, the problem might still persist, so we need
disable them by following the below steps. In case the antivirus is Segurazo/S Antivi
the Revo Uninstaller to forcefully uninstall the antivirus. Solution team is working on
update database of all antivirus softwares.

1) First check that the internet connection is working properly

2) If you are on WiFi network, check the router
3) Move to a LAN wired connection
4) Ensure that the AntiVirus software on your system is turned off. Antivirus softwar
generates interruption for the iLEON App (assessment engine)

1) Please check the assessment start time once again

2) To facilitate smooth self registration and ensure you do no loose time, functionali
to complete self registartiomn and download launcher is enabled few min (typically
30 min) before the actual start time
3) Logout of your current session on the provided URL and log in again at the time of
assessment provided to you
4) After performing the camera check, a new key will provided to you
5) Use the new key provided to launch the assessment again

"Go to Browser Settings and allow the camera access and then recheck".
"Clear browser history and relaunch the assessment".
"Delete the images which were already clicked and re-register with new images".
"Clear browser history and relaunch the assessment".
"Clear browser history and relaunch the assessment".
"Click Logout, clear browser history and relaunch the assessment".
"Click Logout and relogin into the assessment".

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"Delete the images which are already clicked, clear browser history and re-register w
images".
"Refresh the page and try again".
(Conditional) If the issue persists, "Click Logout and relogin into the assessment".

Use Mozilla Firefox 54 for self-registration and key generation purpose only
1) Download Mozilla Firefox 54 from below link :
For 64 bits - https://ftp.mozilla.org/pub/firefox/releases/54.0b9/win64/en-US/
For 32 bits - https://ftp.mozilla.org/pub/firefox/releases/54.0b9/win32/en-US/
2) After download, disconnect internet
3) Install Mozilla Firefox 54
4) Open Firefox (select never check for update option under preferences)
5) Then connect internet.
6) Access Exam link on Mozilla Firefox browser
7) Click Show connection details >> more information.
8) Click Permissions tab. Scroll down and Allow the Use the Camera option
9) Launch exam on “Google Chrome” latest version only.

"Internet upload speed is very low, use another internet connection (recommended
hotspot with any 4G internet connection)."

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1) While registering from Mobile, please ensure URL is not logged in on Desktop/Lap
it should be closed.
2) On Mobile, once 5 pictures are clicked, you'll reach a page which says "Your asses
has not yet started. Please wait".
3) This indicates self-registration is completed on mobile, post which you need to en
sign out from Mobile, close the URL and login from the Desktop 10 mins prior to the
exam start time.

"Use updated version of browser as the current browser is old and not compatible fo
exam."

"Launch the assessment again."

(Conditional) and if issue is repeated, then SCE team needs to be contacted with cand
details.

"Press Ctrl+0 to reset Zoom level 100% and ensure screen resolution is 1366 X 768 o

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"Have you already downloaded the launcher during mock or any previous assessme
(Conditional) If yes, "You don't need to download the launcher again, it will be upgra
you enter the key".
(Conditional) If no, then -
a) "Refresh the page and try again".
b) "Close the launcher key tab, logout from assessment, refresh the login URL on the
and enter the credentials again"
c) If it still doesn't work, helpdesk agent needs to raise a ticket and connect with Solu
team.
"Request you to take the exam on Chrome browser"

With the latest release, candidates now have the option to download the .exe (exec
file of the launcher directly, no need to extract the launcher. Ask the candidate to “D
the .exe file of the launcher.”
Candidate needs to re-download the ZIP/EXE file of Launcher and extract it again.
"Download latest version of launcher and run it again".

"Refresh the page and try again".

(Conditional) If the issue persists,
"
1) Close the launcher
2) Logout of your browser session and open the browser again
3) Clear the cache from browser history
4) Navigate to the assessment link you have received in mail
5) Login and click the launch button
6) After completing camera check, you will be provided a new key.
7) Use the new key to launch the assessment"

"Check if your internet connection is proper".

(Conditional) If the issue continues, "Close the launcher and relaunch using either the
new key".

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"Check if your internet connection is proper".
(Conditional) If the issue continues, "Close the launcher and relaunch using either the
new key". Pre-Exam

"Check the internet connection whether its working or not."

(Conditional) If not, "then use another internet connection".
(Conditional) If yes, "then Ensure you use latest version of “Google Chrome” browser
check if you have
admin permissions on the computer"

Check OS version in Computer Properties.

If the OS is only Win7, without service Pack1, than install Service Pack1 and try again
Process to install win7 service Pack1
1. Open the below link :
https://www.microsoft.com/en-us/download/details.aspx?id=5842
2. Then Select Language and click Download
3. Then choose the file “windows6.1-KB976932-X64.exe” for 64 bits and choose the
“windows6.1-KB976932-X86.exe” for 32 bits OS and click 'Next' button. Your file wil
download.
4. After completing the download and install it and then restart your system.
5. After restart it displays a success massage.
6. If it is still not working, then ask to arrange another system or re-install the OS in t
system.

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"Re-generate the key and launch with new key."

"Go to C:\Users\user name and Create one folder i.e. IBA_IOAPDATA

Example: - C:\Users\Gopal\IBA_IOAPDATA
And always use Google Chrome updated latest version."

Not required to create new user ID as per the latest hotfix.

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 During Exam

Problem Category

Assessment
Console

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During Exam

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Exam
Interruptions

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 Exam
Interruptions

During Exam

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 During Exam

Assessment Expiry

Exam Ended

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 During Exam

Problem Type
My assessment is stopping again and again
I am not able to move to next question
I am getting blank screen on clicking “save and next” button
I am getting frequently logged out of my exam.
I am not able to submit my assessment.
I am not able to move to next section/Group.
I am getting a message that “camera is not detected”

Error Message: Question Paper is not found. Please contact

admin.

While responding to question, my screen turned black. What

should I do?

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 During Exam

I am on last question of the group, and after saving the

response I am not able to move to
the next group. What should I do?

After 15 mins of exam, error pops up as Candidate's camera

is not working, so exam got closed.

Error Message: Assessment needs a re-launch. Please do not

panic, all your answers would have been saved. Re-launch
the assessment.

Error Message: The assessment got interrupted due to the

slow network connection or due to the antivirus running on
your system. Please re-launch the assessment by disabling
the antivirus software and ensuring good network speed.

Error Message: An unexpected error seems to have

occurred. Please connect with Help Desk or try re-taking the
test

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 During Exam

Error Message: An unexpected error has occurred. Please

try after sometime.

Error Message: Your Assessment Console is Interrupted...!

System records every single interruption during the
Assessment.

Your have interrupted due to any of the following reasons.

Interruption is recorded in the system due one of the
following reasons:
1) You are trying to minimize OR toggle Assessment Console.
2) You have pressed special keys from your keyboard which
are not allowed during Assessment.
3) You have tried to move out of Assessment Console which
is not allowed.
4) You have tried to refresh the page.
Please close down window and you have to re-launch the
Assessment to continue..! Please be advised not to move out
of Assessment Console and use mouse to navigate..!

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 During Exam

I was appearing for exam and suddenly my system crashed.

What should I do now?

While appearing for exam, I lost my internet connection

what should I do?

Will I loose time if my session is terminated mid way due to

system issue or internet
connection going down?

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 During Exam

If any Candidate gets locked, its not showing and shows as

'In Progress'.
Candidate videos are generating after 15-20 mins

Error Message: Assessment you are trying to launch is

expired . Please Contact Administrator.

Error Message: You have already taken the maximum

attempts for this exam.

Error Message: Your session is expired. Please login again.

Error Message: Your attempt has been submitted by admin.

Error Message: Your attempt has been invalidated by admin.

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 During Exam

DURING EXAM

Reason

NA

It is displayed when question paper files are

not generated properly. Admin needs to
reupload the paper.

NA
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 During Exam

NA

NA

This happens when candidate's internet

connection is slow or not available. Ask
candidate to check internet connection
properly.

It is displayed when some exception occurs in

the backend while submitting the assessment.

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 During Exam

It is displayed when some exception occurs in

the backend while submitting the assessment

It is displayed when candidate console is

interrupted because of any deviation of the
browser

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 During Exam

NA

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 During Exam

It is displayed when candidate is launching the

assessment which is expired

It is displayed when candidate is trying to

launch after exceeding attempts allowed for
him/her
It is displayed when console is unable to get
data from the cookies or cannot connect to
the server to fetch the data

It is displayed when admin has submitted

attempt from monitoring dashboard while
candidate is taking assessment

It is displayed when admin has invalidated the

attempt from monitoring dashboard while
candidate is taking assessment

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 During Exam

EXAM
Resolution
(Copy-paste or type the statements provided in b
"Check if the internet connection is proper and ensure no other dev
the duration of the exam".

"The assessment is time bound, wait until the Submit button is ena
"The assessment is time bound, wait until the next section/group is
This message won't be displayed because the assessment will stop co
into the assessment after checking internet and camera connection
"We are connecting with Exam Conducting Body to resolve the issu

1) Do not panic, your responses till now are safe

2) Press “Right Shift + Escape” key and close the assessment
3) Logout of your browser session and open the browser again
4) Clear the cache from browser history
5) Navigate to the assessment link you have received in mail
6) Log in and click the launch button
7) After completing camera check, you will be provided a new key.
8) Using the new key to launch the assessment again
9) Your session will start from the place you have last saved your an

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 During Exam

1) After ensuring you have responded to all questions, there will be

2) You need to submit your responses in order to start a new sectio

As per the upcoming hotfix, candidate's camera is checked at the La

capture photos/videos, Launcher does not allow candidate to proce
“Use the latest version of Launcher”

"Close the window and check the status in candidate dashboard. If

relaunch the assessment."

1) "The internet bandwidth seems to be low, close the window and

disable the Antivirus software."
2) "Also ensure no other device is connected to your dedicated inte
duration."

"we are checking with exam commencement body. We will have to

to retake the assessment"

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 During Exam

"Connect with exam commencement body"

"Read the mentioned reasons properly. Error might have occurred

reasons."

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 During Exam

1) Do not panic. Your responses given till now are safe.

2) Reboot your system
3) Open the browser window and navigate to the URL provided to y
4) Login and click the launch button
5) After completing camera check, you will be provided a new key.
6) Using the new key to launch the assessment again
7) Your session will start from the place you have last saved your an

1) Do not panic, your responses given till now are safe

2) Press “Right Shift + Escape” key and close the assessment
3) Logout of your browser session and open the browser again
4) Clear the cache from browser history
5) Navigate to the assessment link you have received in mail
6) Login and click the launch button
7) After completing camera check, you will be provided a new key.
8) Using the new key to launch the assessment again
9) Your session will start from the place you have last saved your an

1) As a standard practice a grace time is provided to all examinees

2) When grace time is configured, and your session gets terminated
trying to relaunch is adjusted against grace time and not against yo
3) However, best practice is to use a stable internet connection as w
getting into such situations.

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 During Exam

New feature coming up to know the exact current status of the can

Please check internet connection from Proctor/Candidate end.

"Assessment is ended and cannot be launched now"

"All allowed attempts for the assessment have been exhausted and

"Click Logout and relogin into the Assessment"

"Exam conducting body has taken the decision to submit the attem
indulging in malpractice."

"Exam conducting body has taken the decision to invalidate the att
have to restart the assessment."

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 Post-Exam
DURING EXA

Problem Problem Type

Category

Error Message: Report is not yet published.

Report/Result
Publishing Error Message: Report is not available as attempt is
submitted by admin when candidate is in
instructions page.

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 Post-Exam
DURING EXAM

Reason

It is displayed when candidate is trying to access the report

before the result publish date

It is displayed when candidate is trying to access the report of

an attempt, which is submitted before entering quiz page.

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 Post-Exam

Resolution
(Copy-paste or type the statements provided in bold to the
candidate)
"Results are not published yet, please wait until result publish
date"

"You have not attempted any questions. Therefore, you cannot

view the report"

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