Technical Support, Error related questions (including submission, audio, headset related issues):
I am unable to submit my test due to a technical error e.g. the page freezing/giving me an error message:
Log out of your account, clear your temporary files and cookies and open a different browser (if you used Chrome, can you try and log-in with Internet Explorer, and vice versa). Once logged in, check your computer compatibility via “Test My Computer” from the main page menu. Always make sure you have a stable network connection. In case you are having technical difficulties, please make sure that you send us a screenshot of the “Test Your Computer” check which informs of the compatibility of your device and a screenshot showing the issue you are experiencing, so we can investigate what went wrong. Please note that without the screenshot, we will not be able to investigate further..
My audio is not recording, what should I do?
Log out of your account, clear your temporary files and cookies and open a different browser (if you used Chrome, can you try and log-in with Internet Explorer, and vice versa). Once logged in, check your computer compatibility via “Test My Computer” from the main page menu. Always make sure you have a stable network connection. If the check shows no issue, please still check your computer's audio settings to make sure your microphone settings are set correctly. If you receive an error message related to a problem with your audio whilst using the Online Practice Materials, please make sure that you send us a screenshot of the "Test Your Computer" check which informs of the compatibility of your device and a screenshot showing the issue you are experiencing. Please note that without the screenshots, we are unable to investigate further.
Can you recommend a headset model to use?
We can’t recommend a brand of headsets. For the best experience, we recommend over the ear headsets with the microphone positioned to the side of the mouth.
I have completed my Scored Test. What does this message in my results mean? “Your writing and overall score may be lower than you had expected as there was a problem scoring one or more of your answers to the writing questions in the test. This can happen if your answers do not conform to the instructions or you write in non-standard English.”?
This message shows that you used a non-standard form of English in your Scored Test and this might have affected your scores negatively. Standard English (SE) refers to whatever form of the English language is accepted as a national norm in any English-speaking country. It encompasses grammar, vocabulary and spelling. We advise next time you take the practice tests, you try to only use one version of local English (US English or AUS English or UK English throughout the whole test) and do not use any forms of slang or idioms.
What should I do if I get an error message on screen while taking the practice tests?
Please note that there are two most common errors.
If you get error 10017 go to: https://dof8gyq4yceq.cloudfront.net/v2.72.6/app/api.js and take a screenshot of it and please attach it below. Furthermore, please refresh your local cache (instructions here) and then try again to resume your test.
If you get error 10008 try to save & refresh. If this doesn’t fix it, please send us a screenshot of http://dw6y82u65ww8h.cloudfront.net/organisations/4/I03035_16_A1.mp3
Why am I receiving a Privacy pop-up question for the Flash plugin?
The first time that you attempt to record audio you will be prompted by the Flash player to enable access to the camera and microphone from the api.learnosity.com domain. Additional information regarding this authorisation request can be found in the Flash Player Help site.
Which browsers and versions of Flash Player are supported?
Operating System: Windows 7, Windows 8, Windows 10
Browsers: Firefox latest version + ESR, Chrome latest version, IE8, 10, 11, Edge latest version
Flash: Version 11 or later
Windows XP may be used but we no longer provide technical support.
ON A MAC:
Operating System: OSX
Browsers: Firefox latest version + ESR, Chrome latest version, Safari 6
Flash: Version 11 or later
Firefox ESR is the Extended Support Release and updates approximately every 6 months. Current version info.
I can't click on the "allow" button in the Flash pop-up. How do I get around this?
In cases where the "Allow" button in the flash pop-up is not clickable it is necessary to manually grant Flash permission to operate in your browser. You can do this by accessing the local Flash Player Settings Manager that is installed on your computer. Please follow the steps outlined in the Flash camera & microphone settings page.
I've clicked "Allow" in the Flash pop-up in Chrome but I can't record:
Chrome sometimes requires a second microphone authorization. If this happens, you should click the "Allow" button in the top right of your browser window. Alternatively, you may see a camera icon. Click on this icon to manage your media settings. Make sure you select "Ask if ptea.learnosity.com wants to access your camera and microphone". Click "Done". You will need to reload the page for your changes to take effect, this will start the test again. This could be due to having previously denied access to the microphone in Chrome. To fix it, follow the below steps: Click the Chrome menu on the browser toolbar. Select Settings. Click Show advanced settings. In the "Privacy" section, click Content settings. In the "Media" section, click Manage exceptions to remove permissions.