My student received a message that they were disconnected from SecureClient, and they are unable to get back into the exam. What should they do?

If the student is disconnected from SecureClient the first step to try is closing down the SecureClient app, checking for internet connection, and relaunching. If simply closing the app and reopening has no effect, the student can try to restart their entire computer by using the power button.  

If shutting down the computer has no effect, the program can try to switch the student to a new device. Please note the following: 

• When switching between a PC and a Mac or a Mac to another Mac, please use caution and confirm the Mac devices have the most updated version of SecureClient installed. If the Mac devices have an old version of SecureClient, the student’s exam will start from the beginning after switching devices. This means any answers submitted on the previous device will not be carried over to the new device. However, If the Mac devices have the most updated version of SecureClient, students can switch devices and pick up where they left off.

If the student switches to a new device and has to start their exam from the beginning, please contact PAEA exam support to discuss any other steps that may be necessary to implement based on the student’s progress during the first attempt.