This document contains suggestions for troubleshooting technical issues and resolving other common questions and issues that may arise while administering the CLT or CLT10. Please set aside some time to review it before the test and have it available on test day.
If you have questions before test day, please reach out to [email protected] (parents and students) or [email protected] (school administrators).
If you have any further questions on test day, contact us via our online chat, which may be accessed at the bottom right of our homepage, cltexam.com.
Table of Contents
When students attempt to log in to their CLT accounts, they may encounter the following error message:
https://lh3.googleusercontent.com/dS_Wqxqs2Vhix6FD6c685ik1VSfLbFkNkBLtAWt20wQpsY_hA1ro2Q1LycIoN3wRZXTf6XSRsA8DTNHlvn46Rt4k2Z7dk62gMTUKL1jnCvvpw-iWe-G_MGIYKwkuwjqTBVTMfqmMcsFd2d6MBgE7nA
Ask the student what email he or she is using to log in, and make sure it’s the same as the email under which he or she is actually registered. To determine which email the student is actually registered under:
If the student is still unable to log in with the correct username, have the student reset the password by clicking “Don’t remember your password?” on the login page, which will send a link for password reset to the student’s email. Check the spam folder if necessary.
How do I reset a student’s password?
To reset your student passwords, please navigate to your administrator dashboard under Registrations. Select your test at the top right. Once you have your registrations pulled up, you can reset the password using the Reset Password button on the right.
Please note that you can only reset passwords for accounts that you have created. If the account was created by the user, either the user, or CLT, will need to do it.
For bulk password resets, you can send a spreadsheet of the usernames and the desired passwords and CLT can do it for you.
If students still encounter login difficulties after this step, let us know via our online chat at the bottom right of cltexam.com.
If a student loses internet connection during the test, the green checkmark on the left sidebar will change to a red exclamation point. It will not change back to a green checkmark until a new answer is selected while the device is connected. If a device loses internet connection, all the answers entered while the device had a connection are temporarily saved, but the device will still need to reconnect to the internet. If a test is submitted by a device that is not connected to the internet, the submission may fail and some or all answers may be lost.
As soon as you or a student notices that a device’s connection has failed, the student should stop the test and attempt to reconnect to the internet. In order to give compensatory time after the issue has been resolved, ask the student for a timestamp of when he or she stopped answering questions and write this down. See here for how to resolve connection difficulties. Once you believe internet connection has been restored, test it by instructing the student to select a random answer to the next question. If connection has been properly restored, this will trigger the icon to change back to the green checkmark. Have the student resume testing with the amount of time the student had left before the internet connection was lost.