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Assess Candidate FAQ Guide

General Page

Assess Candidate FAQ Guide

Active in another Window Error

Error: Your test is open in another window.

It seems you've run into internet connectivity issues. Please close all of your web-browser windows and wait 40 minutes before accessing your Session URL. This will allow the system to rest, you will be able to resume the test from the point at which you left off. If you continue to see the ‘Active in another window’ error after 40 minutes, please contact our helpdesk. You can contact the helpdesk at 1-855-306-1467 or via email at AssessSupport@us.ibm.com.

Cannot access Assessment or browser window does not open

Turn off the pop-up blocker or click on the Home button to launch the test. (See instructions for disabling pop-up blockers at the end of this document)

Verify Assessment is Complete

Please login to candidate profile by selecting the session link. Navigate to Assessment History tab. All completed assessments will be marked complete.

Error Codes:

Code Resolution
37137 Session is canceled; a new session would need to be created. Please reach out to your test administrator within the organization you are applying to for assistance.
28004 Candidate has or had another assessment window open. Clear cache and cookies.
00003 Status shows as active. Clear cache and cookies, close test window and wait 30-40 minutes.

Audio Issues

Resolution
  • Chrome and Mobile Devices are not compatible
  • Ensure that the speakers on your computer are not muted
  • Test other audio on the computer
  • Clear CC and restart the computer
  • Remove older versions of Quicktime and install Quicktime 7.6 for Mozilla Firefox

Login Issues

Resolution
  • Username/Password issues: We recommend that you try the “Forgot Username/Forgot Password” option to recover your login credentials. Please ensure that you check any email account you may have used, to set up your profile.
  • Contact company for test link.
  • You may also contact our 24 hour helpdesk via telephone at 1-855-306-1467 or via email at AssessSupport@us.ibm.com.
For steps to clear your Cache and Cookies in Google Chrome please follow here to the Google support site.
For steps to clear your Cache and Cookies in Internet Explorer please follow here to the Microsoft support site.
For steps to clear your Cache and Cookies in FireFox please follow here to the Mozilla support site.

Clearing cache and cookies

For steps to clear your Cache and Cookies in Google Chrome please follow here to the Google support site.
For steps to clear your Cache and Cookies in Internet Explorer please follow here to the Microsoft support site.
For steps to clear your Cache and Cookies in FireFox please follow here to the Mozilla support site.
For steps to clear your Cache and cookies in Safari please follow here to the Apple support site.

Contact Information

If the above solutions did not resolve your issue please contact our 24 hour helpdesk via telephone at1-855-306-1467 (option 1)001(919)864-4224 InternationalOremail at AssessSupport@us.ibm.com

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Document Information

Modified date:
28 October 2019

UID

ibm11099353

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