Troubleshooting Information

1. Immediate steps to take if a student’s computer acts irregularly, crashes, or freezes.

   1. Have the student save their work and exit out of Pro-Core.
   2. Turn off the computer; turn the computer back on (restart/reboot).
   3. Clear/refresh the browser’s cache…
      • on Windows, press Ctrl and F5 to refresh the page.
      • on Apple/Mac, press ⌘ Command and R to refresh the page.

   The following site gives more detailed directions on how to do this for most commonly used browsers: https://its.uiowa.edu/support/article/719

2. More than one student is experiencing system problems or program “glitches.”

   If #1 above does not help…

   1. Monitor your internet connectivity to make sure you are not having in-house temporary issues.
   2. Check your router and network cables.
   3. Restart your router.

3. Whom do I contact if Pro-Core users are still having problems with the program?

   1. Look through the problems and solutions listed below. If your problem is not listed, contact the person on our Pro-Core Support Team who may be most knowledgeable about the problem. This will save time and help solve the problem more quickly.
   2. Email the Pro-Core contact as much detailed information about the problem as possible, including…
      • the school, subject, person’s name, and/or class experiencing the problem.
      • a screenshot of the problem if available would be most helpful.
   3. If your school is using Clever, and the problem involves Clever enrollments—rostering or syncing—you should contact your Clever Support Team.

4. Students are “locked out” of a Form A, B, C test before having completed the test.

   If a student “exits” their Form A, B, or C test without properly Saving or Ending the test, they will be locked out and the teacher will be notified.

   1. Using the new Class Monitoring screen, the teacher may “Reopen” the test for the student by following the instruction in the Pro-Core User Manual, “Appendix 7: Pro-Core Teacher Form Test Class Monitor.” The student may then log back on and pick up where they left off. The Save used will not count in their total. Note: Normally, only one Save is allowed during a Form A, B, or C test. (see also #6 below)
   2. If the test is being administered outside of the Form Assessment Times setting, the teacher may unlock the assessment by following the instructions in Pro-Core User Manual, “Setting Form Assessment Times,” page L-5.

5. During a student’s Form A, B, or C assessment, their computer “freezes” or “crashes” for no apparent reason.

   The district or school administrator may reset (clear) a student’s test, so s/he may begin the test again by following the instructions in the Pro-Core User Manual, page H-1 (District admin) or K-1 (principal or school admin).

6. A student is not able to see or answer a Form A, B, C test question they have skipped.

   If a student views and skips a question during a Form A, B, C assessment, AND then Saves or exits the test without answering the skipped question, s/he will NOT be able to see and answer that question upon returning. Before administering a Form test, teachers should review with students the test security rules in the Pro-Core User Manual, “Important Warning Messages,” page P-2 f. Note: The district or school administrator can reset (clear) a student’s test after they have seen the questions as explained in #1 above, but it is NOT recommended as it may constitute a breach of test security.

7. Drop-down menus are not visible or functioning properly on the Pro-Core Assessment system log-in or assessment pages.

   • On a Windows system:
     • Press Ctrl and F5 to refresh the page.
   • On a Macintosh system:
     • Press ⌘ Command and R to refresh the page.

8. A log-in username or password is not being accepted.

   Your District-level Manager is responsible for initial enrollment of district users, principals, school administrators, teachers, and students.

   • For Clever Users: See the User Manual Section C: “Using Clever with Pro-Core,” or contact your Clever Support Team.
   • For non-Clever Users: See the User Manual Section F: “District Administrator Log-in and Editing Functions.”

   The non-Clever user logging-in should check the accuracy of their log-in username and password in the following order:

   1. Students should contact their teacher for their Student ID and password.
   2. Teachers should contact their principal or district manager for their Teacher Code and password.
   3. Principals and school administrators should contact their district-level manager for the username and password assigned to them by the District Manager.
   4. The District Manager should contact hemingway@pro-core.us if s/he is having trouble logging-into the Pro-Core system or enrolling principals, school administrators, teachers, or students.

9. An error message is appearing when uploading a school’s initial enrollment file.

   Clever users must follow the procedures the User Manual Section C: “Using Clever with Pro-Core,” or contact your Clever Support Team.

   Non-Clever users must upload the school enrollment file (spreadsheet) containing certain required header and field data in the exact order as specified in the User Manual Section D: “Preparing Your Pro-Core Data File,” or contact our Pro-Core Support Team.

   If you have attempted the solutions and are still getting an error message, take a screen shot of the error message and attach it to an email along with your enrollment spreadsheet. Send the email and attachments with your school name in the Subject line to twms@windstream.net.

10. An error message is appearing when uploading a school’s batch editing file.

    Clever users must use Clever Rostering and Sync functions to upload or edit school data. Contact your Clever Support Team if you are have problems with data editing.

    For non-Clever Users: To edit, add, move or delete many records in a school after the initial enrollment, a “batch editing” file (spreadsheet) must contain the required header and field data in the exact order as specified in the Pro-Core User Manual, page F-6.

    Common error messages and solutions are shown in the Manual on pages E-4 f. Specific “action words” are required to make changes in batch files as shown on pages F-7 f.

    If you have attempted the solutions and are still getting an error message, take a screen shot of the error message and attach it to an email along with your enrollment spreadsheet. Send the email and attachments with your school name in the Subject line to twms@windstream.net.

11. Confused about enrolling a student assigned to two different school buildings.

    Pro-Core enrollments are done by school building. If a student is assigned to two different school buildings, the student would normally have different teachers in each subject in each school.

    There are two options, depending on which is more convenient for the student and/or the teachers involved. Students who have subjects (and teachers) in 2 different school buildings may be…

    1. …enrolled separately in each subject in each school. They would need to log-into each building separately. In this case, the teacher and student's records for each subject would be kept separately in each school.
    2. …enrolled together in all subjects into one school. They would need to log-into only one building. In this case the teacher and student's records for the subjects would only appear in the one school.

    Option 1 is the more logical. The student would have the same log-in and password for each school, but the teachers might have separate log-ins for each separate school.

    Option 2 is more convenient for running student reports, such as the Student Report Card, since all the student's and teacher's subjects would appear in one report.

12. Form A, B, C assessments are not showing on the student’s screen.

    The District Manager must “enable’ each subject Form assessment in each school (i.e. separately in elementary, middle, and high school).

    • If the Form assessments are not appearing on the District Manager’s screen, contact hemingway@pro-core.us to “activate” the assessment(s).
    • For the District Manager to “enable” the assessments, see the User Manual Section G: “District Administrator: Enabling Form Assessments.”
    • If a student has already taken and Ended a Form assessment, it will no longer appear on the student’s screen. The assessment will appear in Assessment Results seen by the principal and administrator under Options Available.

13. Reports will not run, and this message appears: “Due to heavy traffic, reports are unavailable.”

    There is a greater-than-normal activity on the Pro-Core server. You may need to wait until after normal school hours to run your report(s).

14. Teacher class numbers are not visible or not appearing with a class period number in the Pro-Core system in layouts or on report pages.

    • On a Windows system:
      • Press Ctrl and F5 twice to refresh the page.
    • On a Macintosh system:
      • Press ⌘ Command and R twice to refresh the page.

    If the above doesn’t work, you will need to clear your browser’s cache.

15. There are more questions on Form A assessments than are showing in Form A test score reports.

    The additional questions on Form A tests are “anchor questions” from a prior year grade or course. They are there to provide Pro-Core with data to build scaled scores and growth models between the grades. Anchor questions are not counted in the student’s test score or reports.