The user cannot access, invalid passwords.

​

1. Check the passwords the user feeds correspond to those sent by the app.
2. Check the validity of the passwords granted to the user.

3. If the problem persists, new passwords will have to be registered for the user.

​

The report is not displayed in PDF format, it sends an error message.

​

1. Check the spelling of the passwords given to the user. Remember that the app does not recognize non-internet characters, vg, ñ, accents, etc.
2. In this case, it is appropriate to report it to INPAE or repeat the evaluation.

3. Results can always be consulted directly from the DB.

​

There is an audio file but it cannot be heard.

​

1. The average recording time is between 60 and 120 seconds. If the file is shorter it is usually because the user did not apply the test correctly.

2. If the file without sound falls within the average duration window but is not heard, it is usually because the user did not give the app permission to use its recording system or did not activate its microphone during the recording.
3. In both cases it will be necessary to register new passwords and repeat the pronunciation test.

​

An exam already applied does not appear, not even in the DB.

​

1. This usually happens because for some reason beyond the control of INPAE the resulting file of the exam is corrupted. There is usually no way to get it back.
2. What proceeds is to repeat the evaluation (the most convenient thing to do for the time it would take the systems personnel to recover the file might be too long, if possible at all).

​

The applicant did not receive the request mail.

​

1. It may happen that the server of the client company classified the email sent by INPAE as spam, sent it to the spam folder or it is simply on route.
2. You can proceed in two ways, search for the passwords of the holder in question and resend the email using the link shown in the image from the "On hold" page or register new passwords .

3. To avoid this, preferably use the “Add using local email” tab from the registration tab when registering risky applicants. This will have the mail sent by the INPAE servers backed up by a copy sent from the own administrator's internal mail.

​

The reading and audio tests appear as not applied.

​

1. This generally happens because the applicants gadget does not download the corresponding file properly or because the applicants decide not to apply them.
2. In this case, you can proceed to send new passwords for the applicant to independently apply those missing sections of the exam.

​

The application sends an error message when trying to register users.

​

1. Close the page, refresh the session and try again. Most likely the anti-fraud padlock applied for an unattended session. Anti-fraud locks also apply to administrative staff sessions.

​

The applicant reports an error message when wanting to continue with his test after the first sections.

​

1. Usually this happens because the applicant left their exams unattended and the anti-fraud padlock applied or the connection was momentarily lost.
2. It will be necessary to register new passwords for this applicant to repeat the evaluation as lost sessions are not recoverable.

​

The pronunciation test could not be applied.

​

1. This section of the exam is not compatible with tablets or mobile phones. To avoid this problem, passwords to apply this section separately are included in the email requesting the general English Exam the applicants receive.
2. Considering the impossibility of applying this section might persist, the applicants are also provided with further instructions for such an eventuality before starting their general English Exam so that they can apply their pronunciation test from their cell phone's WhatsApp.