Quiz & Test Troubleshooting

What browser should I use for ISS coursework?

For the best experience, we recommend using the latest version of Google Chrome on a Windows 11 computer, particularly when taking quizzes and timed tests.

Other browsers may appear to work normally for lessons and even for some quizzes. However, quizzes and tests require continuous communication between your browser and the course website while you are working. Browser settings, extensions, security software, VPNs, cached data, or an interrupted browser session can sometimes interfere with that communication.

For important or timed tests, please use Google Chrome even if another browser has worked for you previously.

Before starting a quiz or test

To reduce the chance of losing your answers or experiencing a submission problem:

• Use the latest version of Google Chrome.
• Close unnecessary browser tabs and applications.
• Make sure you have a stable internet connection.
• Temporarily disconnect from any VPN.
• Temporarily disable unnecessary browser extensions, particularly ad blockers, privacy extensions, and security extensions.
• If you have experienced problems with the course previously, clear your browser cache before beginning.
• Avoid using the Back or Refresh buttons while taking a quiz or test.
• For timed tests, allow yourself enough uninterrupted time to complete and submit the test in one session.

What should I do if my answers disappear, the timer freezes, or my test submits with a zero?

First, don’t panic. A zero may mean that your answers were not successfully transmitted when the test was submitted; it does not necessarily mean that you answered the questions incorrectly.

Please do not repeatedly retake or resubmit the test while the problem is occurring.

Instead:

1. Take a screenshot of what you see on the screen, if possible.
2. Note the approximate time the problem occurred.
3. Close the affected browser session.
4. Open the latest version of Google Chrome.
5. Clear the Chrome browser cache.
6. Temporarily disable browser extensions and disconnect from any VPN.
7. Contact ISS if the test needs to be reset before attempting it again.

I used another browser before and never had a problem. Why should I switch now?

A browser can work successfully for many lessons and quizzes and still experience a problem during a particular session. Updates to the browser, extensions, security/privacy settings, cached files, or the computer itself can affect how a browser communicates with the course website.

We have found that students who experienced missing answers, frozen tests, or unsuccessful submissions have been able to complete their tests successfully after following the troubleshooting steps above and using Google Chrome.

For that reason, Chrome is our recommended browser for quizzes and tests.

I’m still having trouble. What information should I send to ISS?

If you have followed the steps above and the problem continues, we’re happy to investigate further.

Please include:

• Your name and email address
• The course, module, quiz, or test you were taking
• Whether you are using Windows 11
• Your browser and browser version
• Whether you have a VPN running
• Any browser extensions or security extensions that are enabled
• A brief description of exactly what happened
• The approximate date and time it occurred
• A screenshot of any error message, blank answers, frozen timer, or unusual screen

The more specific information you provide, the faster we can determine what happened and help you get back to your coursework.

A quick note before contacting technical support

Please try the recommended Chrome troubleshooting steps above first.

If the problem continues after you’ve completed those steps, send us the requested information and screenshots so the issue can be escalated to technical support.

Our goal is to get you back to your coursework as quickly as possible while avoiding the frustration of repeating a lengthy quiz or test unnecessarily.