Best Practices and Recommendations
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      3. Best Practices and Recommendations

      Providing the 1st line of support: Mobile app errors troubleshooting

      The table below describes mobile technical problems that may occur and how to resolve them.

      Issue KB article Script & Action
      The learner's device freezes and they cannot close the application after taking the test The smartphone/tablet has frozen in Constructor Proctor mobile app

      We recommend a forced reboot of the device in this case.

      [For iPhone/iPad:]

      You can also choose the language/country at the bottom of the page and the iOS version at the top of the page (for iPhone only).

      [For android:]

      1. Use the universal combination: press and hold the power and volume buttons (+ or -) on the device for 7-10 seconds.  The combination maybe different depending on the device model.
      2. If the device has a removable battery, remove and reinsert the battery.

      A learner can't start the exam because of the "Failed start single app mode" error:

      		 Failed start single app mode

      The app must be allowed to start Assessment Mode in order to start the exam:

      1. Close the Proctor app on your phone and then follow the exam link again.
      2. When prompted to confirm app self-lock, click Yes:

      3. Allow screen recording by clicking  OK:

      A learner can't start the exam because of the 'Error when changing single app mode state' error:

      		 Error when changing single app mode state

      The Proctor must be allowed to start Assessment Mode in order to start the exam:

      1. Close the Proctor app on your phone and then follow the exam link again.
      2. When prompted to confirm app self-lock, click Yes:

      3. Allow screen recording by clicking on  OK:

       A learner can't start the exam because of the "Failed start record screen" error:

      		 Failed start record screen

      Screen recording must be allowed on your phone.

      1. Click Done.
      2. Click Start the exam:
      3. Confirm App Self-Lock by clicking Yes:
      4. Allow screen recording by clicking on OK:

      A learner  can't start the exam because of the "Safari cannot open the page because the address is invalid" error:

      		 Safari cannot open the page because the address is invalid

      Proctoring System is not installed on your phone. To do this:

      1. Install the app from the store by clicking Download and install Proctoring system now:
      2. Follow the steps in the guide below to start the exam:

      A learner can't open the test with proctoring. An error message appears:  "Looks like this exam does not exist. Please check the link that you use":

      		 Looks like this exam does not exist

      The exam link was opened incorrectly. You should try do it again:

      1. Close the Constructor Proctor mobile app on you phone.
      2. Open the link sent to you by the exam organizer again. To make sure you are starting the exam correctly, follow the steps in the guide below to start the exam.