PARCC Troubleshooting

Please check this page regularly for updates on troubleshooting!
For details on Pearson ERROR CODES, click here.
 If any issues are identified, resolutions or updates will be posted here.  
Please check this page prior to contacting the IT Department.


Tip 12: Student unable to type in a text box
If a student is typing and suddenly the keyboard stops allowing him/her to type, backspace, insert symbols, etc, have the student advance to the next question and then immediately go back to the original question. He/she should be able to type as usual now!
Tip 11: Insuring Accomodations for Students are setup properly
When students needing accommodations are added to a new or existing test session, the test content must be pre-cached again so that the student will get the correct form.

1) All students needing accommodations need to be marked accordingly in both the student registration records and PNP (testing coordinator) PRIOR to caching.
2) Once the PNP is complete, students must be placed into test sessions. This assigns the correct test form to the correct student. This also only happens once.
3) At this point, pre-cache the testing content. This should be done at least 24 hours before testing, to allow review.
  • From a computer that will be used for PARCC testing (so that it has the correct version of Java), STC should log into the account.
  • Select the session and choose “Precaching Test Content” from the Task dropdown.
    Click Start.
  • In the window that pops up, click “Precache”
  • Another window should pop up asking you to click “Run”. Please do so.
4) Go into Pearson Access Next to make sure the each student needing accommodations has been assigned the correct forms. Any students with incorrect forms need to be removed from the session BEFORE it starts, and placed into new sessions so they can get the new forms. This can’t be done after testing has started or after the test has been pre-cached without removing the student from the session they were in when they started or when the test was pre-cached. Reloading doesn’t change the form assignment. (testing coordinator)
Verify Form Assignment
On the Students in Sessions screen look at the form column in the student list.
(for example, 15EL07PBET0001)
  • PBET = Text-to-Speech
  • PBST = Spanish Text-to-Speech
  • PBER = screen reader (AT form)
  • PBEA = ASL
  • PBEC = Closed Captioning
  • PBSO = Spanish online (regular form)
  • PBEO (regular form)
5) AFTER you’ve verified, begin testing.
Tip 10: Error Code 1001 or 1005
This error code seems to be appearing when students first log into the 2nd or 3rd unit on every machine. Please click "Skip Upload". Students can then resume to the next test.
Tip 9: Screen Freezes
If screen freezes when loading (over 3 minutes) or due to other technical difficulties:

Use CTRL-ALT-DEL, choose Task Manager, select Chrome, and click End Task. Then the student can start over. Be sure that he/she chooses the correct Java response (see Tips 1-4).

The TA will most likely have to Resume that student's test from the Proctor Computer.
Tip 8: Teacher/TA unable to log in
If any teachers/test administrators are unable to login, please have them request a password reset at the login screen. They can check email via the web: go to, click Staff, click Staff Email and enter your network/email username and password.

Tip 7: Student cannot login
  • Be sure student typed username and password correctly.
  • Be sure proctor started the test session.
  • Be sure that the test session matches the content listed on the ticket.
  • Be sure that students launched TestNav and selected "New Mexico" for the LIVE test. (Select "PARCC Training" for the practice test sessions.)

Tip 6: Other updates from group policy
Please note the machines that had problems with:
  • Windows Updates
  • Screens Going to Sleep
  • Touch Screens Enabled
These issues indicate that those specific machines did not pull the group policies. This should have been corrected via SCCM for all testing devices listed in the PARCC Labs OU in Active Directory.

Tip 5: Java issues
Most, if not all, Java issues (tips 1-4) should have been resolved via the auto uninstall and install of Java 8.31, along with the updates to not prompt the user for Java updates. However, if any machines were missed, follow the suggestions in Tips 1-4.

Tip 4: Allow Java
If machines get a message asking to allow Java, click 'OK'.

Tip 3: Java Applet Error
If machines get a Java Applet message, click the x to close the message. Attempt to sign in again. Choose "later" if prompted.
Java applet error message 3031
Tip 2: Java Run Message
If machines get a Java Runtime message with choices "run or cancel", please instruct students to choose "RUN".
Java Runtime message
Tip 1: Java Update
If machines get a Java Update error (Java out of date or request to install) with options: “update now, block java, and later", please instruct students to choose "LATER".
Java version out of date