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M-STEP Chromebook errors and fixes 18-19
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M-Step Troubleshooting Guide

for Chromebooks

Edited for the 2018-2019  Testing Windows

Purpose:

So your students are having a problem accessing the M-STEP on a Chromebook? Well, check out this troubleshooting guide that features common errors that can occur on a Chromebook. If you are looking for MDE’s official M-Step Help, please visit MDE - M-STEP.

Table of Contents:

Error #1 - The Sad Dinosaur

Error #2 - The Spinning Wheel of Death (Contacting Device Tool Kit)

Error #3 - Network Error: Code: ERR_NETWORK_CHANGED

Error #4 - Could not retrieve testing information.

Error #5 - Your device has not been registered

Error #6 - Test Sign in and/or Question Loaded Incorrectly

Error #7 - Spell Checker does not appear

Error #8 - Testing Complete! Responses Stored on TSM

Error #9 - Device is not compatible (screen resolution)

Error #10 - Fail to load content at/ContentServices/Resources/Media/TTS/retrieve-form.mp3

Error #11 - Audio doesn’t work in test app (but does work in something else)

Error #12 - Your profile could not be opened correctly

Error #13 - M-STEP Writing Quotation Mark problem

Error #14 - Plugin Failed to Load Message

Error #15 - Contrast / Wrong colors?

Error #16 - Screen Resolution declared inappropriate for testing


Error #1 - The Sad Dinosaur

Resolution to Error #1 -

This error occurs when the Chromebook can not connect to the wifi. You might see this screen appear when you first turn on a Chromebook with a wireless connection.

List of Errors


Error #2 - The Spinning Wheel of Death (Contacting Device Tool Kit)

Resolution to Error #2 -

This error commonly occurs when the Chromebook does not connect to the Testing Site Manager software.

List of Errors


 Error #3 - Network Error: Code: ERR_NETWORK_CHANGED

Resolution to Error #3-

This error commonly occurs when the Chromebook changes wireless SSIDs for some reason during the test loading procedure.

List of Errors


Error #4 - Could not retrieve testing information.

Resolution to Error #4-

List of Errors


Error #5 - Your device has not been registered

Resolution to Error #5-

This error occurs when there was an error with your local IT person. The screen appears when the Chromebook was not registered.

List of Errors


Error #6 - Test Sign in and/or Question Loaded Incorrectly

question-load-error.png

Resolution to Error #6:

This error occurs when the sign in page or a question page does not load correctly. I would feature all the screenshots, but I have been unable to reproduce the errors on my computer. If you have something that loads incorrectly, please follow the steps below to resolve the problem.

List of Errors


Error #7 - Spell Checker does not appear

Spell Checker.png

Resolution to Error #7:

Even though the teacher test administration manual states that a spell checker will be available, there is no spell checker available. On page 14 of the Michigan Department of Education FAQ document it states there will be no spell checker.

List of Errors

Error #8 - Testing Complete! Responses Stored on TSM

When students are finished with the test, they may get a screen that says:

Testing Complete!  Responses Stored on TSM

Please raise your hand and wait for help

____________________________________

Message to Test Administrator

There has been an interruption in Internet Connection

All of the Student's responses have been saved to the TSM

The TSM will send the responses for scoring

Resolution to Error #8 - 

TSM Administrators can log into the TSM and can manually select ‘Transmit Responses’. Otherwise, according to the TSM manual, these answers are transmitted automatically throughout the day.

List of Errors

Error #9 - Device is not compatible (screen resolution)

All District Chromebooks should be compatible with the online M-STEP assessment. However, students may get an error message that their device is not compatible if their screen resolution is not set correctly. Exit the M-STEP app, have the student login to the Chromebook, go to Settings -> Display and select the recommended 1366x768 resolution. Then logout and re-launch the M-STEP app.

Error #10 - Fail to load content at/ContentServices/Resources/Media/TTS/retrieve-form.mp3

This is an error message students with accommodations may see when they try (and fail) to use the Text-To-Speech (TTS) feature in the M-STEP test app. DRC indicates the solution is to redownload the test content to the TSM server, but that process will interrupt any current testing sessions on that server and will take about 30 minutes to complete. You’ll need to contact the Tech Dept to initiate the process - please do not try to do this yourselves.

Error #11 - Audio doesn’t work in test app (but does work in somethine else)

If you find that the audio doesn’t work in the test app (but it does work in something else, like YouTube), the recommendation is to check for an update to ChromeOS. Login to the Chromebook with a regular user account, open a browser window, and go to chrome://help

Check for updates. If an update is available it will begin to download. After the download is complete, restart the Chromebook.


Error #12 - Your profile could not be opened correctly

V__7A5B.jpg

If this message appears, wiping and re-enrolling the Chromebook will fix the error. If you are unfamiliar with wiping and re-enrolling and/or need to ensure that the device is relocated into the proper test OU, please call the PCCS M-STEP support number 734-288-8121.

Error #13 - M-STEP Writing Quotation Mark problem

If testing students and getting an "Invalid Character" message when attempting to use quotation marks in their response ---

Make sure the keyboard is set to US before they enter the test. To do so, toggle by depressing ctrl+shift+space

Screenshot 2017-04-12 at 5.13.54 PM.png

Error #14 - Plugin Failed to Load problem

If testing students and getting a Plugin Failed to Load message...

As soon as the app opens, press Ctrl+Alt+S to kill the app and fall back to the login screen.  Then launch the app again and it should work correctly.  

Error #15 - Contrast / Wrong colors

If you encounter a CB which seemingly displays with the "wrong" colors, please check to see if by chance it is simply that high contrast mode has been enabled. Depress the following three keys to toggle it on/off. CTRL+SEARCH+H

Error #16 - Screen Resolution declared inappropriate for testing

Reset the screen resolution with the keyboard shortcut Ctrl + Shift + 0 (zero), then close and relaunch the testing app.