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Here you will find answers to our commonly asked questions regarding all our online Surpass assessments.

If you don’t find the answer to your question below, please give us a call on 01206 911 211.

Technical Frequently Asked Questions
When a candidate enters their keycode and it is not valid

Ask the candidate to re-enter the keycode.  If the issue persists, try entering the keycode yourself.  If this does not work please contact us.

The candidate enters their keycode, but the details displayed are not theirs

Ensure the candidate is sitting at the correct desk and check the keycode slip they have is their own.  Move them to the correct desk if needed, try entering the keycode yourself.  If this does not work, please contact us.

When a candidate enters the PIN code and it is invalid, or an exam displays the status of ‘Locked by PIN’ in the Invigilation screen

Try entering the PIN in case the candidate has got it wrong.  If this does not resolve the issue check that the PIN code provided to candidates is the correct one for the correct session.  If in any doubt, please contact us.

What happens if there is an issue with the PC?

Firstly, pause the exam in the invigilation screen. Try closing and re-starting the PC and going back into the exam.  If this does not work, please reassure the candidate that they will not lose time and that the exam has been paused.  Check the internet connection on the PC in question and if there is a valid internet connection and the invigilation screen in Surpass is showing the correct status for the candidate. Move them to a spare PC and continue the exam from there. If there is no internet connection and the exam is not updated in the invigilation screen, then please contact us immediately for advice and continue to reassure the candidate.

You may also wish to check that any antivirus software is not running and there are no scheduled jobs running.

At the end of the exam a candidate gets an error message stating their exam cannot be uploaded

Reassure the candidate that this is likely to be due to a connection error and once re-established the exam data will be uploaded.  Check the internet connection of the PC in question and re-connect if required.  Open the SecureClient software and leave open for a few minutes.  Check the ‘Invigilation’ screen and ensure the information has been received.

The ‘Invigilation’ screen shows the exam as not yet completed, when the candidate has completed the exam

Check the internet connection of the PC in question and re-connect if required.  Open the SecureClient software and leave open for a few minutes.  Check the ‘Invigilation’ screen and ensure the information has been received.

An exam displays the state of ‘User Disconnected’

A candidate’s exam could become disconnected due to a loss of network/internet connection. The candidate should be able to continue without interruption as SecureClient will run in ‘resilience’ mode and all responses will be saved locally to the machine. Please ensure the PC is reconnected at the end of the exam so the exam data/results are uploaded.

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