Encountering obstacles during your training exam can be frustrating, but rest assured, we're here to guide you through it with practical tips that'll have you back on track in no time.

 

Troubleshooting Tips

1. Close and Reopen Exam Session Page

Sometimes, simply refreshing the session can resolve many issues. Follow these steps:

• Close the actual exam session page.
• Reopen the active exam lab by clicking the green button, located on the Exam Launch page via the main eLearning site.

2. Use "Reset Exam Environment" Button

If the first step doesn't work, try resetting your exam environment:

• Locate the "Reset Exam Environment" button at the top of your interface.
• Click it to reset the automatic assignment of your IP address to the lab.

3. Ensure a Stable Internet Connection

A stable and reliable internet connection is crucial for the exam:

• Test your connection stability: Unstable internet can cause issues during lab deployment or while interacting with the exam environment.

• Use a static IP address (recommended):

  • Static IPs help maintain a consistent connection to your lab environment.

  • Check if your current IP matches the “Reserved to” address shown under the Instructions tab in your lab.

• Review your network settings:

  • Inspect your home router or firewall for any restrictions that might interfere with connectivity.

  • Pay special attention to settings that may block or filter WebSocket traffic, as this is essential for our labs to function properly.

4. Device and Browser Updates

Make sure your device and browser are updated:

• Verify that your device and browser are up to date.
• If issues persist, try switching browsers — many clients find that Firefox or Edge provide the most consistent experience with our lab environments.

Additionally, if you suspect network-related issues, we recommend reviewing our guide We Couldn't Connect You Error. 

Still need help?

You can reach out to our Support Team via the Web Form, Chatbot, or by emailing CustomerSupport@centri.org from your registered eLearning email address.

👉 Click here to report a technical issue during your exam

What to Include in Your Ticket

To help us investigate quickly, please provide:

1. A screenshot of the full error message.
2. Your exam reference number.
3. A brief description of the problem, including:
   • Browser & version: e.g. Chrome 114
   • Network setup: e.g. Home Wi-Fi with dynamic IP, VPN ON/OFF
   • Troubleshooting steps already tried: e.g. Refreshed the page, reset the exam environment, disabled VPN

Network details:

• Are you on a dynamic or static IP?
• Is this a home, corporate, or private network?
• Are you using a VPN or firewall/security software?