• The test is not loading.
• The test has loaded but won't start.
• I can't get the test to start, why?
• How do I activate Java console in Internet Explorer?
• Where can I get Java VM?
• A candidate has forgotten his/her user name and/or password.
• When I try to log on I get an error message saying "Wrong username and/or password supplied"
• What happens if a user is disconnected while taking an exam?
• Meldung "Undefinierte Antwort" auf der Ergebnisseite.
• The result page does not show after the test ended.
• Where can I get help if my problem could still not be solved?

The test is not loading.

This could be the result of not accepting the Security Certificate issued when the page was loaded. The security certificate is a guarantee from Enlight that the contents being loaded are secure. The question will appear again and you can accept the Security Certificate when you close down the web browser and access the page again.

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The test has loaded but won't start.

You're probably missing Java, which is needed for your Internet browser to be able to understand and interpret Java code and is needed to run Enlight tests.

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I still can't get the test to start, why?

This might be a result of your firewall not letting through the applet or on restrictions on downloading and running applets on a client machine in your company's network.

Please contact your network engineer or your company's IT support to verify that you are allowed to download and run applets.

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How do I activate Java console in Internet Explorer?

In the case of a technical problem it is important to send Enlight Support the message from the Java console. To do this, actisales taxe the Java console on the computer you are experiencing the problem on.

For Microsoft Java VM:

How to activate the Java console in Internet Explorer: > Go to Tools in the menu > click on Internet options > click on the Advanced tab > scroll down to Microsoft VM > check all three options > restart the browser. Now you have the Java Console function in the View menu. You don't have to start in it anyway. Do as follows: You recreate the problem > exactly when the problem occurred go to the Java Console > open it > copy all (ctrl + c) contents and e-mail it to (support.ch(at)enlight.net).

For Sun Java:

The Java Console will be found in the Tools menu in Internet Explorer.

You recreate the problem > exactly when the problem has occurred go to the Java Console > open it > copy all (ctrl + c) contents and e-mail it to (support.ch(at)enlight.net).

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Where can I get Java VM?

• SUN Java
• Microsoft Java VM for Enlight (The use of this version is not recommended for security reasons)

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A candidate has forgotten his/her user name and/or password.

The user name corresponds with the skills card number (CH- XXXXXXX) of the candidate. If the candidate has registered with a correct e-mail address, s/he can let the system generate a new password, which will be sent to him/her. Go to the login site www.enlight.ch, enter your user name and click on the link "forgotten your password?"

Contact the person who gave the candidate the old password.

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When I try to log on I get an error message saying "Wrong username and/or password supplied"

Check if you pressed 'Caps Lock'. Check to see if you have entered a letter in the wrong case. Check if you for example have entered the letter 'O' instead of the digit '0' or vice versa. If you received a complicated password by e-mail, copy it and paste it into the password box.

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What happens if a user is disconnected while taking a test?

All answers given are saved and the exam time is suspended on the server. In the catalogue at the corresponding test a notice "test disconnected" appears instead of the result. The disconnected test can be restarted and the candidate can continue with the question at the point of disconnection.

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I get "undefined answer" on my Result Page

In general when you get the answer "undefined answer" it means that you have clicked on a part of the application that is not defined as right or wrong.<br/>

All the right answers that exist are defined as right answers. Then those parts of the application where you believe the candidates might answer wrong are defined as wrong answer. The rest of the application will then be defined as "undefined answer". It is not possible to cover the whole application. Right answers are always defined, so an undefined answer is a wrong answer.

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The result page does not show after the test ended.

The result page is a pop-up window. Turn off your pop-up blocker or allow the web address.

If you are running XP you will find the pop-up blocker in the Tools menu in Internet Explorer.

If this doesn't work try Enable Active Scripting:

1. Open Internet Explorer

2. Click the Security tab.

3. Click Custom Level.

4. Locate the Scripting section, and then click Disable under Active Scripting.

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Where can I get help if my problem could still not be solved?

If you are an ECDL tester you can contact the Enlight support by phone (0848 365 444) or by e-mail ( support.ch@enlight.net) an den Support von Enlight.

For the support to solve your problem more quickly, have this information ready when you contact Enlight:

• With which application are you having problems?
• Which internet address do you use to log in?
• How did the problem occur?
• Can you replicate the mistake?
• Does the problem occur on only one PC?
• Which operating system do you use with which service pack?
• Which (version of which) web browser do you use?
• Which (version of which) Java VM do you use?
• Which CPU does your hardware have?
• How much RAM does your hardware have?

A Screenshot is also always helpful. To take one, press "Alt" + "Print" or "Alt"+"PrtScr". Open Paint or a different graphic editing application and copy the screenshot into an image file. Save this as a .jpg and send the file to the support by e-mail.

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