Troubleshooting

Click a link below to find answers to the most common issues.

Accessing Your Account

Purchasing

Registering a Key

Taking a Test

Printing from a Test

Accessing Your Account

I cannot log in to your site.
You may need to enable cookies. Follow the steps below:

Internet Explorer v6.x

1. On the Menu Bar, select Tools, Internet Options.
2. Select the Security tab in the Internet Options Dialog box.
3. Click Custom Level.
4. Enable at least the scripting; in most cases you will also need to enable Active X control at least to the prompt level.
5. Click OK to accept those changes.
6. On the Privacy Tab, select Edit.
7. Type www.measureup.com and press Allow.
8. Click OK, and OK again.

Internet Explorer v5.x

1. On the Menu Bar, select Tools, Internet Options.
2. Select the Security tab in the Internet Options Dialog box.
3. Click Custom Level.
4. Scroll down until you see the Cookies selectors. Set the both selectors to Enable.

I've lost or forgotten my username and/or password.
You can request your username and password from our site if you know the email address you have stored in your user account. Click here to request your username and password to be sent to the email address in your user account. If you no longer have access to the email address in your user account, or have further questions, contact our Customer Support Team.

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Purchasing

I'm having trouble making a purchase using Vista.
In order to complete a MeasureUp transaction using Internet Explorer 7.0 with Vista, the MeasureUp web site should be added to your trusted sites list. Follow the instructions below to add MeasureUp to the trusted sites zone in Internet Explorer 7.0:

1. Click Internet Options in the Tools menu. The Tools menu has a gear icon on it.
2. Click the Security tab.
3. Click Trusted Sites.
4. Click Sites.
5. Type https://www.measureup.com in the text box and click Add.
6. Clear the Require server verification (https://) box. Clearing this box allows you to add sites to the zone that don't use the https:// protocol. This protects your information while it is being transferred to the web site server.
7. Click Close to exit the Trusted Sites dialog box.
8. Click OK to exit the Internet Options dialog box.

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Registering a Key

I am getting an error message stating that my key has been used.
Keys may be registered only once. After registering your key, you may access your test through your Learning Locker. Log in to your Learning Locker, and then look for the test title under Registered Tests. Click on the title to begin a test. If you do not see the test listed under Registered Tests, hold down the CTRL key on your keyboard while clicking on Refresh (or Reload) in your browser. This will reload the page.

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Taking a Test

When trying to load my MOS 2000 or XP practice test, the screen keeps looping.
If your screen is looping when trying to load a MOS test, MOS Test Objects needs to be installed. To install Test Objects, follow these steps:

1. Click the following link MOSControl.zip located at http://support.measureup.com
2. After the download is complete, unzip the file, run setup.exe, then restart the test.

The graphics for the simulation questions are not displaying in my test.
Open your browser and select the Help menu, and then About. If you are not using Microsoft Internet Explorer v5.5x or higher for your browser, please change over to IE, it is available from Microsoft at http://www.microsoft.com/windows/ie/default.asp.
Also, check your caching and Java settings. To set caching in MS Internet Explorer 5.x/6.x follow the steps below:

1. On the Menu Bar, select Tools.
2. Select Internet Options, General tab.
3. In the Temporary Internet file area, select Delete Files, and then Settings.
4. Select "Every visit to the page" in the 'check for newer versions of stored pages' area.
5. Click OK, and then OK again.

For Java settings:

1. On the Menu Bar, select Tools.
2. Select Internet Options, Security Tab.
3. Click on Custom Level.
4. For the moment, select Low Security for Java Permissions
5. Select OK for Scripting of Java applets enable.
6. On the Advanced Tab, scroll to Enable Third Party Browser Extensions. Verify that it is checked (enabled).
7. Click OK, and OK again.

To obtain the latest version of Java, go to www.java.com and select the download now option. Log in to your test again. If you need to install our Active X applet, you will see a prompt. Follow the instructions for installation.
If you are using Pest Patrol, try turning it off. Then restart your browser.

Some of the graphics don't print when I print my practice test.
You may be working in a practice test that contains hands-on simulations. If so, the simulation cannot be printed.

I'm seeing the same question repeating.
If you have your system set to cache web pages, problems such as the following can result:

• The same question displays multiple times.
• You cannot move properly from one question to another.
• Answers you select are not stored in the database.
• Old score reports display for a new practice test.
• Information from a different user displays in your test locker.
• VBScript runtime error displays.

To clear your cache:

1. If accessing through a network, check with your administrator to ensure that your proxy server does not cache web pages for the testing site.
2. Turn off any Internet accelerator software while taking tests (such as Net Accelerator - such software caches web pages).
3. Select Tools.
4. Select Internet Options.
5. Select General tab.
6. In the Temporary Internet files area, select Delete Files.
7. Select Settings.
8. Select Every visit to the page.
9. Select OK and then OK again.

I'm receiving Error: Mismatch 13.
In order for tests to display correctly, your computer's regional settings should be set to English (United States).

In the control panel, please double click on the icon labeled Regional Settings. Please choose English (United States), and click the box that says "use default properties for this input locale."

Alternatively, in the regional settings, look at the Currency tab. If it is set the decimal symbol to . (dot) instead of , (coma), that may be enough to get it working properly.

If the trouble persists, try setting the keyboard language layout to English (United States). In the control panel, double click on the icon labeled "Keyboard". Then click on the tab labeled input locales. Select the Add button. And then choose English (United States) as the input locale.

My connection is extremely slow.
We monitor the server performance and our outbound bandwidth to maintain the fastest response time. However, slowdowns can, and do still occur. Slowdowns can be caused by four different reasons:

• slow connection on the client side (your computer)
• slow route over public internet backbone
• slow connection on the server side (our computer)
• slow server performance

To check the network status when you are experiencing a problem, open a command prompt and type the following command: tracert www.measureup.com and then press Enter. If you see that there is a timeout, it is probably the cause for the slow performance you experienced. Unfortunately, timeouts usually occur in route somewhere between our server and your computer and are not something that either of us can resolve.

I'm receiving a LocalAT 9 error or a Test Record Retrieve error.
This is caused by a corrupt test file. This test file needs to be deleted and re-created. Follow the steps below to delete the file:

1. Click Start, then click My Computer.
2. Navigate to the C:\Program Files\Certification Preparation\Tests folder.
3. Delete any .tst files
4. You may also need to navigate to the \TstRecs\UserName folder and search for .tst files there as well.
5. Restart the application.

I'm receiving Error: [MsLocalWare] [339] or similar.
This error usually occurs with Microsoft Vista.

Go to the Install path of the test C:\Programs Files\Certification Preparation\ and look for LocalWare.exe. Right click LocalWare, select Properties and pick the Compatibility tab, select the option ‘Run this Program as Administrator, select Apply, select Ok.

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Printing

I am having trouble printing.
For Windows 95/98/ME, try using the "Generic/Text Only" printer driver for your printer. This test can help determine whether or not your printing issue is related to your printer driver. To try using the "Generic/Text Only" printer driver:

1. Click Start, point to Settings, and then click Printers.
2. Double-click Add Printer, and then follow the instructions in the Add Printer Wizard to install the Generic/Text Only printer driver as a local printer.
3. Test to determine if you can print using this driver. Note that this driver is a very basic driver, and the printed output may be simplified or appear in a lower resolution. If you can print successfully using the Generic/Text Only printer driver, your printing issue is most likely specific to the printer driver you are using. You should contact your printer manufacturer to inquire about the availability of an updated printer driver, a patch (or fix) for your current driver, or information about any known issues with your driver.

For Windows NT/2000 Professional:

1. Click Start.
2. Click Settings.
3. Double click the icon labeled Printers.
4. In the Printers folder, click the icon labeled Add Printer. The Add Printer wizard displays.
5. To keep your changes on your personal computer, leave the default My Computer selected.
6. Click Next.
7. Choose the port your printer is on. Click Next.
8. The right screen is a drop down screen to choose your printer type. Select "generic." Keep the option of "Generic/Text only" on the left screen.
9. Click Next.
10. On the next screen, "Do you want your Windows-based programs to use this printer as your default printer?" Leave the defaulted answer, "No." selected, and click Next.
11. On the next screen, keep the option "Not shared."
12. Click Next.
13. When printing from the MeasureUp test, choose "Generic Printer" in the print properties. All other applications should remain printing in the default printer.

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