Troubleshooting Guide
Problem: When trying to start an exam you see the error message ‘A general error has occurred – 0026 (a)’ Solution: The centre user should ensure they are using the correct user login details when signing in to SNA – if you log in as an invigilator when trying to start exams you will receive…
This error can be caused by either an issue with the token or poor connection between SNA/Coordinator and Examiner. Solution Ensure you have no exams running and try the following: Fully terminate and restart SNA and download the tokens again. Attempt to start the exam again Restart Examiner and attempt to start the exam again.…
Problem: In the Online Administration System the completed exam does not have an end date or a score. Cause: The exam may be incomplete – the student may not have clicked ‘Exit’ The result upload to SNA may have failed. Solution: If an exam crashes near the end of the exam please ensure the students…
Problem: When we start examiner, we see one of the following error messages: ‘Access Violation at address’ or ‘Examiner has encountered an error and had to close’ Cause: This generally happens when Examiner cannot read the Config file or modify files in the results\resultsbackup folder. Solution: Check that the permissions to your file share are…
Problem: When starting Examiner you get an error message saying Computer System Resources are low. Cause: Computer system resources are running low. Solution: Ensure that there is sufficient available memory and hard disk space to run Examiner. It is recommended that you resolve this issue before continuing with the exam. Details of the minimum technical requirements…
Problem: We have carried out a reinstall, and see the examine error – ‘config file is missing’ We use roaming profiles which are pre-defined by an administrator. Cause: The shortcut sometimes isn’t updated if you run the installer using a ‘locked down’ account, for example, a student account. Solution: You have to ensure that you…
Problem: During the initial SNA setup there is a message saying that the ResultFiles folder or ResultFilesBackup folder must be a network path. Cause: The path you have selected may be invalid. -OR- SNA requires your ResultFiles and ResultFilesBackup folders to be located on a network path, accessible to all other Client Machines. If your…
Problem: The File Share serving your Student PC’s and SNA has been moved or renamed. Examiner gives you the error below: Cause: The shortcuts to run SNA or Examiner specify the location they expect to find the Config, ResultsFiles, and ResultsFilesBackup folders. Solution: You will have to reinstall Examiner and SNA from the new location.…
Problem: The student is unable to enter their registration number when starting the exam, or is unable to enter number entry answer in answer box during the exam. Cause: Navigation is not focused on Examiner Solution: Use ALT+TAB to refocus on Examiner. This will be indicated by the text/answer box being highlighted with a blue outline
Problem: The below error message shows when a student attempts to start an exam: Cause: This error occurs following a break in network communication when an exam starts. Solution: If this is an on going issue, please contact your IT team to perform network diagnostics. They may wish to check Network Traffic, Firewall/Anti-virus software potentially…