Should I What be Technical Issue What do I do now? stop causing this? testing? Check to make sure you are clicking on the link to KITE, which is different KITE was not installed from Educator Portal. Look for this incorrectly. symbol: Information on this I can’t figure out how to can be found at . N/A get into the test. KITE was not installed If you can’t find the program, contact on the computer or your local technical support. tablet you are using. You may be using Once the testing window opens, your Educator Portal retrieve your student tickets from the log in instead of the Educator Portal. student’s log in Contact local technical support to information. I try to log in to start the ensure that KITE is running correctly. N/A test and it isn’t working. The student may not If KITE is working and you have the be entered in the correct log in and password system correctly. information, contact the DLM help KITE may not have desk at 1-855-277-9751 or been loaded correctly. There may be a Restart the computer or tablet. problem with the way If you know how, check to make sure the device is set up to that the device is trying to access the connect to the correct network. If not, contact local internet. technical support to check. I cannot connect to the The device may be N/A Contact local technical support to internet. trying to access the ensure that your network is working. network (i.e. it’s looking to connect to If an internet connection is not the internet in your established, you will need to hold off district office instead testing until you can reconnect. of your building).
Technical Issue What be causing this? Should I stop testing? What do I do now? I can’t figure out how to get into the test. KITE was not installed incorrectly. Information on this can be found at . KITE was not installed on the computer or tablet you are using. N/A Check to make sure you are clicking on the link to KITE, which is different from Educator Portal. Look for this symbol: If you can’t find the program, contact your local technical support. I try to log in to start the test and it isn’t working. You may be using your Educator Portal log in instead of the student’s log in information. The student may not be entered in the system correctly. KITE may not have been loaded correctly. N/A Once the testing window opens, retrieve your student tickets from the Educator Portal. Contact local technical support to ensure that KITE is running correctly. If KITE is working and you have the correct log in and password information, contact the DLM help desk at 1-855-277-9751 or I cannot connect to the internet. There may be a problem with the way the device is set up to connect to the internet. The device may be trying to access the network (i.e. it’s looking to connect to the internet in your district office instead of your building). N/A Restart the computer or tablet. If you know how, check to make sure that the device is trying to access the correct network. If not, contact local technical support to check. Contact local technical support to ensure that your network is working. If an internet connection is not established, you will need to hold off testing until you can reconnect.
nysaa-technical-issues-help.docx