There can be several reasons for failing a technical assessment. Here are a few things that you can check if you fail the technical assessment.
Quick links for this article
Taking the Assessment on Mobile or iPad
Camera or Microphone Not Accessible
Failed Due to the Browser Not Being in the Foreground
False Negative / No Specific Reason to Fail
Unsupported Systems
Click here to see the system/device requirements.
Unsupported Browsers
Click here to see the browser compatibility requirements.
Taking the Assessment on Mobile or iPad
iPads and tablets are able to be used by participants using the itracks mobile app. There is no browser support on mobile devices at this time. Please download the app as instructed or using the links below.
Android Device Download
iPad / iPhone Download
Mobile device minimum requirements for the itracks Realtime app
Camera or Microphone Not Accessible
This means that the microphone or the camera has not been given permission on the browser where the participant is taking the assessment.
This is how the message will appear at the bottom of the technical assessment page:
The easiest way is to look for the Lock symbol to the left of the URL on Chrome, Firefox and Edge. For Safari this Lock symbol is to the right of the URL.
Click on the Lock symbol and check if the camera and microphone have been provided access or not. This is how it will appear when access has been switched on:
If the toggle is switched off to grey and not already enabled, enable both microphone and camera by clicking on the toggle, and take the technical assessment again.
Failed Due to the Browser Not Being in the Foreground
If you start the technical assessment and move away from that particular tab or window to work on another tab or on another browser window, your technical assessment will fail and it will show the below error message.
To resolve this, please take the technical assessment again and make sure not to navigate away from the technical assessment page while it is on-going.
False Negative / No Specific Reason to Fail
This does not happen often. On the technical assessment result page, if the Uplink and Downlink speeds are good and there is no packet loss or any specific apparent reason signaling a reason for your failed test, and still you have failed the assessment, there is a possibility it could be a false negative.
Please contact the help desk to do a manual audio and video check. The technical support agent will determine whether to mark you passed or failed.
Change your Browser
In all of the above situations, try changing browsers to re-attempt your technical assessment because not all browsers have the same privacy settings and changing browsers can resolve your issue in an instant.
At any point, you can also contact our help desk by emailing help@itracks.com or by calling 1.888.525.5026.
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