This documentation will cover basic troubleshooting steps regarding in-home testing for CAVA.

• The device is a Stride/K12 issued device, not a personal laptop.

  • This can be confirmed by ensuring the Terms Of Use software is running and the K12/Stride Logo is on the background:
    
    

    1. View the task bar and find the following icon, if it is present the device is a K12/Stride issued device.

       

• First locate the desktop icon labeled, “CASecureBro”.

  

• There is no desktop shortcut

  If this occurs please download the installer from the appropriate URL above. Once the file has downloaded double click it to run.

  

• Testing is interrupted by a Pop-up

  Check to make sure all chat applications are closed. The secure browser should be the only program running in the task bar.
  Other programs running in the system tray (icons by clock), may also show notifications. If there have been programs that were installed after recieving your issued laptop, they may still be running in the system tray and should be QUIT.

• Unable to submit question

  This can happen if internet connectivity is poor. Please test internet by going to https://k12testing.speedtestcustom.com/ . If upload speeds are less than 1mbps, or ping times are > 100ms, there is a connection issue.
  
  Have the student move closer to their wifi router, or there may be an issue with their Internet.

• Session does not exist

  The testing administrator has not yet started the test, or the session ID is invalid.
  
  Verify the session ID again or contact your testing administrator to confirm Session ID.

• Invalid Credentials

  The student ID or password is incorrect. Verify credentials again.
  
  Common errors are 1(ones) and l(lowercase letter L) and 0(zero) and O(capital 'O).