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ET2 FAQ

EnlightKS ET2 Frequently Asked Questions

When contacting EnlightKS Support

In order to speed up the treatment of the support issues we would appreciate if you could provide us with some information when you are contacting us:

Which product/application are you having trouble with?
Where do you go (which Internet address) for logging in?
Describe the error, how did it occur?
Can it be recreated?
Does it happen only on one PC?
Operative system + service pack
Web browser and version
Java VM and version

A snapshot/screen print is also of of much use for us. For taking a snapshot of the active window press 'Alt'+'Print Screen', to take a snapshot of your entire screen press 'Print Screen'.
Start Paint and paste the picture in a picture file. Save as JPG (.jpg), since BMP tends to be pretty large files.

Pop-Up blocker

To get EnlightKS Candidate to work correctly your client computer must either Turn off the pop-up blocker entirely or allow pop-ups from the EnlightKS domain name in the pop-up blocker settings. In Internet Explorer 6.0 you will find pop-up blocker settings in the Tools menu.

EnlightKS domain name to allow:
*.EnlightKS.net

The test isn't loading

It could be a result of not accepting the Security Certificate issued when the page was loaded. The security certificate is a guarantee from EnlightKS that the content being loaded is secure.

If you answer “Yes” or “No” the question will appear again when you close down the web browser and access the page again.

If you answer “Yes” and “Always trust…” or “No” and “Never trust…” the question will not appear again. This setting can be reset in the web browser:
Tools\Internet options\Content\Certificates

If the security certificate does not show even after having restarted Internet Explorer, do the following:

Open the Control Panel. Open Java, click on security. Click on certificates and list trusted certificates in the users tab. Click on Enlight AB, click on delete.

The test has loaded but won't start

You're probably missing Java, which is needed for your Internet browser to be able to understand and interpret Java code and is needed to run EnlightKS tests. There are two versions:

Microsoft Java VM (MS Java) and SUN Java

For viewing the latest versions EnlightKS support and also download Java, click here

I have Microsoft Java installed but it still doesn't work, why?

We recommend that you use the Sun Microsystems Java instead of the Microsoft Java VM. If you still want to use Microsoft Java VM and already have Java plugin installed from Sun Microsystems you must inactivate Sun Microsystems Java for Internet Explorer in order to get Micrososft Java to work.

If you have SUN Java installed you can find it in two places:

the Control Panel/Java plugin
Internet Explorer/Tools/Internet Options/the Advanced tab

There you will find the possibility to uncheck and check back again the Sun Java plugin for Internet Explorer.
NOTE that you don't have to uninstall SUN Java, just inactivate.

This is how you switch between Sun and Microsoft Java.

I use Microsoft Virtual Machine and my browser window disappears when I attempt to start a test or view the users and groups tree?

A workaround is to turn off the JIT Compiler for the virtual machine. To do this:

In Internet Explorer, click on Tools, then Internet options.
Click on the Advanced tab.
Scroll down until you see the section for Microsoft VM.
Uncheck the box labeled "Jit Compiler for Virtual Machine enabled (requires restart)
Click Ok to save.
Restart Internet Explorer.

I still can't get the test to start, why?

This might be a result of a firewall not letting through the applet or on restrictions on downloading and running applets on a client machine in your company's network.

Please contact your network engineer or your company support to verify that you are allowed to download and run applets.

Java log file - how do I activate Java console in Internet Explorer?

You activate/find the "Java console" at the computer where you've experienced the problem. Then you recreate the problem, get the Java log file send to us.

For Microsoft Java VM:
You activate the Java console in Internet Explorer by:
>Go to Tools in the menu > click on Internet options > click on the Advanced tab > scroll down to Microsoft VM > check all three options > restart the browser

Now you have the Java Console function in the View menu. You don’t have to start it in anyway. Do as follows:

You recreate the problem > exactly when the problem have occurred go to the Java Console > open it > copy all (ctrl + c) content and email it.

For Sun Java:
The Java Console will be found in the Tools menu in Internet Explorer.

You recreate the problem > exactly when the problem has occurred go to the Java Console > open it > copy all (ctrl + c) content and email it.

Where can I find Java?

For viewing the latest version EnlightKS support and download Java, click here

I forgot my username and/or password

Contact the person who first supplied this information to you.

When I try to log on I get an error message saying "Wrong username and/or password supplied"

Check if ' Caps Lock' accidentally has been pressed. Check to see if you have entered letter in wrong case. Check if you for example have entered the letter 'O' instead of the digit '0' or vice versa.

What will happen if a user is disconnected during the conduction of a test?

If a user is disconnected it is possible to restart later at the point of disconnection.

I get "Undefined answer" on my Result Page

In general when you get the answer ”undefined answer” it means that you have clicked on a part of the application that is not defined as right or wrong answer.

All the right answers that exists are defined as right answer. Then those parts of the application were you believe the candidates might answer wrong are defined as wrong answer. The rest of the application will then be defined as “undefined answer”. It’s not possible to cover the whole application.

The Result Page isn't showing after the test is ended

The Result page is a pop-up window. Turn off your pop-up blocker or allow the web address.
If you are running XP you will find the pop-up blocker in the Tools menu in Internet Explorer.

If this doesn't work try Enable Active Scripting:

Open Internet Explorer
Click the Security tab.
Click Custom Level.
Locate the Scripting section, and then click Disable under Active Scripting.

Knowledge Objectives

Please verify that the test have a cut-off score. A test need a cut-off score to be possible to use in a knowledge objectiv (both online test and manual tests).

McAfee AntiVirus and invigilated session in EnlightKS ET2

On PC's with McAfee AntiVirus active the following might occur with the invigilated session:

Testleader logs in and starts invigilated session
Second login screen is opened
When test taker logs in an error is returned:

"Service wasn't set to anything known []"

Solution: press "F5" twice (and the click on the IE security popup on "Retry")

The test taker is now logged in.

ISA Proxy server 2004

A default setting might need to be changed.

Symptom
The application is very slow. Sometimes also times out. In ISA 2004 log files you might find lots of ssl failed connection attempt port 443 errors to EnlightKS.

Problem
The problem is via default, ISA 2004 sets up a limit on in and out bound connections from a single user / ip, and starts to reject or time out sites with high activity.

Solution

Go into ISA Server managment
Choose your server with the problem
Configuration
Choose "define connection limits" under additional security policy.
The box saying "limit number of connections" will be ticked.
Untick this, close the box, and then apply changes.

When I try to start a test, I get an error message about "Java heap space", why?

Symptom
An error message pops up saying "Java heap space" when starting a test.

In the java console a message "java.lang.OutOfMemoryError: Java heap
space" appears.

Problem
Some very large tests can cause the java runtime to run out of memory
on some system configurations.

Solution
Increase the maximum heap size for java applets.

Windows:

Open the control panel and the Java icon, select the Java tab in
the window that opens up.
Click the "Show" button for the "Java Applet Runtime".
The window that opens will list all Java runtime versions you have available.
Double-click the textfield for the "Parameters for Java Runtime"
column, and enter:
-Xmx128m -Djavaplugin.maxHeapSize=128m
Close down all control panel windows by clicking "Ok." Restart your browser.

(These instructions are for 1.6.0, other java versions may look a
little different.

In Windows-Vista 64-bit edition, you will find the Java icon after opening
"View 32-bit Control Panel Items" in the Classic Control Panel layout)

Mac OSX:

Start Finder and locate the "Java Preferences.app" or the "Java
1.x.x Plugin Settings.app".

Example locations:
Applications/Utilities/Java/J2SE 5.0/Java Preferences.app
Applications/Utilities/Java/Java 1.4.2 Plugin Settings.app

In the field for "Java Applet Runtime Parameters" enter:
-Xmx128m -Djavaplugin.maxHeapSize=128m
Click Save and close down the configuration tool.

(These instructions are for 1.5.x, other java versions may look a little different.)