Colorado Online Testing Site Readiness Fall Field Test 2013

Colorado Online Testing Site Readiness Fall Field Test 2013

Attendance Please take a moment and submit a quick attendance form You may also send an to Collin Bonner at include: Full Name District Title or role Training session attended A record of who attends will help Pearson & CDE identify and reach out to districts who have not been trained

Agenda Site Readiness Training Introduction Online Testing Components
Site Readiness Checklist Preparing for Testing Firewalls & Content Filters Proctor Caching System Check TestNav Configuring Proctor Caching in PearsonAccess Providing Support During Testing Early Warning System New Technologies Virtualization & Online Testing Emerging Devices & Online Testing Resources Rework order of agenda

Site Readiness Training Introduction

Testing Overview

Site Readiness - High Level Checklist
DTC identify School Technology Coordinators STC view Site Readiness Technical Training Configure Firewall/Content filter Identify testing labs and Proctor Caching Machines Install Proctor Caching Complete System Check verification on workstations and wireless testing labs Update workstations to comply with TestNav hardware/software requirements Verify Assessment Environments in the PearsonAccess Training Center. Enter TestNav Configuration(s) in PearsonAccess Production. Notify CDE’s Collin Bonner at of the results of step 8 for each district testing site. #8 PARCC calls this infrastructure trial.

Configure Firewall & Content Filter

Configure Firewall/Content Filter Takeaways
How should I configure our Firewalls & Content Filters? Section Resources Hardware and Software Requirements link for TestNav 7 TestNav 7 Technology Guidelines Step 3 Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Firewalls, Content Filters & Spam Filters
The following domains and ports must be allowed to pass through your Internet firewalls, content filters or spam filters. *testnav.com , 443 *pearsonaccess.com 80, 443 *amazonaws.com 80, 443 Note: Districts using IP-based content filters must update the allowed IP addresses as part of this change. These districts will need to contact our Technical Support team to receive the allowed IP addresses and change a setting in PearsonAccess so that the correct URL prints on the Student Authorization Tickets. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Preparing for Testing: Proctor Caching for TestNav Overview

Proctor Caching Takeaways
What is Proctor Caching? Where is Proctor Caching placed within the Network? What are the Proctor Caching Requirements? What are the steps to setup Proctor Caching? What information is provided on the Proctor Caching Diagnostics screens? Section Resources Hardware and Software Requirements link for Proctor Caching TestNav 7 Proctor Caching User Guide Proctor Caching media training Steps 4 & 5 Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Proctor Caching Proctor Caching is Pearson-supplied software that is used in conjunction with TestNav to reduce bandwidth requirements and accelerate the delivery of test content. Allows you to pre-cache test content to your local network before a test Reduces the burden on your ISP by eliminating redundancy in requests for test content Stores an encrypted local copy of all pre-cached tests Proctor Caching 8 will be released in January Districts which currently have Proctor Caching 7 installed should uninstall the old version before installing the new version. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Diagram of How Proctor Caching Works
Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Proctor Caching Requirements
Runs on Windows, Mac OS X Does not require an underlying server-based operating system Proctor Caching hardware requirements can be found at TCP Ports: 80 (Internet), 4480, & 4481 (Local Network) Proctor Caching requires a fixed internal IP address We added Linux here per our contract Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Proctor Caching Setup Download Proctor Caching installer from PearsonAccess. Log into PearsonAccess and click on Support->Downloads Run the installer and Start Proctor Caching if not already started by the installer. Use System Check from client computer to verify that Proctor Caching is functional. Create a Proctor Caching setup or add Proctor Machine within PearsonAccess at District or School level. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Proctor Caching Diagnostics
Contents tab for content visibility Pearson On-Line Testing integration Client List tab for monitoring client computer connectivity Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Contents Tab Content is displayed at the Test and Form level
Functionality is available to Refresh, Reload or Purge selected test content Clicking on a test name will display the Content Details screen which displays individual items in a test Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Contents Tab – Status Ok – Content is successfully cached Not Loaded – Content is not cached Waiting… - Content is waiting to be loaded Loading… - Content is currently loading Failed to load content – There was a failure to load content MD5 Check Invalid – MD5 comparison could not be completed MD5 Mismatch – MD5 comparison was completed but files did not match In general, any status in red is a critical problem. Any content with a red status should be checked and Reloaded. If the problem is not resolved contact Pearson Support Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Client List Tab Clients which have connected to TestNav are listed by IP address Clicking on a computer will display the Client Details screen which displays information regarding a particular computer connecting to Proctor Caching Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Client tab – Status Ok – Client is active Idle – 5 to 30 minutes since client was active Long Idle – 30 minutes to 12 hours since client was active Clients are removed after 12 hours of inactivity Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Additional Technical Notes
For setting up an upstream proxy refer to the Windows or Mac “Tips on Proctor Caching” section in the TestNav 8 Proctor Caching User Guide Use System Check for TestNav capacity planning in your network environment Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Preparing for Testing: System Check

System Check Takeaways
What is System Check? How do I load System Check? What functionality is provided by System Check? How do I use the Check Your System tab? How do I use the Testing Capacity tab? Section Resources System Check User Guide Step 6 Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

System Check for TestNav Overview
System Check was developed as a tool for customers to use to validate their computers to ensure that TestNav software could run on their computers. Support can also use System Check to validate the computer for any technical problems. To gather realistic results System Check must be run from a student testing machine on the same day of week/time of day when you anticipate performing online testing. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Loading System Check System Check can be loaded from: and clicking on the link for the System Check tool System Check is Java based and requires that you run and accept an applet Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

System Check Tabs Functionality
Check Your System: Validates system requirements are met on testing workstations Provides steps to verify whether TestNav can run on the workstation Testing Capacity: Bandwidth testing for internet and proctor caching connections Volume estimates for capacity planning Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Check Your System Tab Validates computer workstation to ensure that minimum requirements are met Validates whether TestNav can run on the workstation Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Testing Capacity Tab Please specifically say what the Akamai Network is Internet bandwidth testing to the Pearson & Akamai distributed content network Click Add Caching Computer to add your potential Proctor Caching machine for a local network bandwidth test Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Testing Capacity Tab: Add Caching Computer
Add a name for the caching computer, the IP address and port (4480) Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Testing Capacity Tab: Results
Click on Start to begin the test Based on the bandwidth test System Check can provide the number of students that can test concurrently. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

iPads, Chromebooks, and System Check
Since System Check Tool is Java based, it will not run on iPads or Chromebooks. A TestNav app will be available early 2014 to launch TestNav on these devices. iPads and Chromebooks will need to meet minimum system requirements in order to run the Test Nav application. System Check Tool is not intended for iPads or Chromebooks

Preparing for Testing: TestNav Online Testing Platform

TestNav Takeaways Step 7 What are the TestNav Technology Dependencies?
What are TestNav Best Practices and Recommendations? What do I need to know about wireless testing? What are Student Response Files (SRFs)? What directory permissions are needed for TestNav? How do I prepare devices so will not interfere with TestNav Section Resources Hardware and Software Requirements link for TestNav 7 TestNav 7 Technology Guidelines Step 7 Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav Technology Dependencies
Firewalls, content filters and spam filters must allow the Pearson domains Minimum Screen Resolution of 1024 x 768 is required Browser Dependencies: Java runtime plugin version 1.5 and higher Windows Firewall configured to allow javaw.exe to communicate Allow pop-ups for Pearson sites Accept Java applet Allow Local File access to home directory Complete requirements can be found at Note: Pearson continually monitors and evaluates the hardware and software requirements. As vendors release newer versions of their products, we update the recommended requirements accordingly. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Best Practices and Recommendations
Performance: Use Proctor Caching for best network performance. Use System Check extensively to test Proctor Caching and network environment before live testing. Use System Check to test wireless network capacity if using wireless clients. Testing Computers: Use System Check (TestNav Verification Test) to validate that TestNav will load on machines. Freeze browser, operating system & Java environment if possible. Energy Saving features can interrupt testing, so the recommendation is to set those to not trigger during the length of the test. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

To assure Testing Computers will not interfere with TestNav: Applications that launch automatically Any applications that may automatically launch on a computer should be configured not to launch during testing sessions. Common applications that may launch automatically include: Anti-virus software performing automatic updates Power management software on laptops warning of low batteries Screen Savers with Auto message notification In situations where students are responsible for their technology devices, districts must balance the security and configuration implications of granting students administrative rights on their computers. Granting students administrative or elevated rights to install software or make configuration changes may provide greater challenges in preparation for online testing. Districts can better control the configuration of student computers and ensure preparedness for online testing when students are not granted administrative rights to their computers, or when those elevated rights are tightly controlled Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

For wireless testing: Wireless access points – more is better Distance – closer is better Limit the number of computers per wireless access point Try a small number first for proof of concept Do not roll out a few hundred on the first attempt (baby steps) Limit obstructions Use the System Check Utility to verify that you have the appropriate amount of bandwidth for online testing [Read slide]

TestNav Directories TestNav creates a Pearson directory in the home directory of the testing computer: Windows XP C:\Documents and Settings\username\Pearson\... Windows Vista and 7 C:\Users\username\Pearson\... Mac //Users/username/pearson/... Student Log files: Pearson/student/logs SRF file default location: Pearson/student/srf TestNav and test content is temporarily stored locally: Pearson/temp Pearson recommends that the Pearson directory be excluded if desktop restoration tools such as DeepFreeze are used Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Student Responses TestNav will save student responses to an encrypted backup file so the student can either continue testing or exit the system without losing response data. TestNav requires at least one working save location TestNav by default saves student response data to: <home dir>/Pearson/student/srf Create a TestNav Config to specify custom Primary and Alternate file locations Pearson recommends designating two Response File Save Locations Best Practice: Primary Response File Location should be on the student workstation. The alternate Response File Location should be on a shared network location Students must have full access to designated Response File Locations Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Using PearsonAccess to Configure Proctor Caching

Proctor Caching Takeaways
How do I use PearsonAccess to Configure TestNav for Proctor Caching Setup? Section Resources TestNav 8 Proctor Caching User Guide Proctor Caching media training Steps 9 Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Using PearsonAccess to Configure Proctor Caching

Providing Support during Testing: Early Warning System & Quick Reference Guide

Early Warning System Takeaways
What is the Early Warning System? What are the TestNav Early Warning System Triggers? How do I resolve Early Warning System alerts? Section Resources Early Warning System User Guide Please make this relevant to DTCs. They need to know this because they may be providing support during testing. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Early Warning System (EWS)
The Early Warning System (EWS) is integrated functionality that gives TestNav a high degree of fault tolerance and provides additional fail-safes in the event of unexpected network disruptions during online testing. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Early Warning System Design
Minimal interruptions for students Multiple physical file backups to safeguard against data loss Notification Screens designed for Test Proctors Early Warning System notifications often involve IT staff so an understanding is necessary to correct any issues during testing Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Student Responses – SRF Files
The EWS writes continuously in the background to the student response files. Both the Primary and Alternate files are written to at the same time. The SRF file has a response data threshold that once reached will trigger TestNav to send response data to Pearson. Uploading of response data is continuous. If an upload fails TestNav will cycle and attempt another upload. If the response data upload is successful, TestNav will create a new empty SRF file and begin the process again. TestNav will only delete an SRF file once it is successfully uploaded. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Student Responses - Identification
A combination of the test ticket ID combined with the session token is used to uniquely identify a Student Response File (SRF). TestNav can identify the correct student response file if a test is successfully resumed. The SRF can only be used the next time the student resumes a test. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav Early Warning System - Triggers
Scenario 1: TestNav determines that neither Saving Response File Location is viable. Will result in immediate Test Proctor Click Here notification. Scenario 2: TestNav is unable to download portions of the test. Scenario 3: TestNav is unable to upload student responses to Pearson. Will result in Test Proctor Click Here notification at the time of test submission. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav EWS – Test Proctor Click Here Screens
One of the following screens will appear when scenario 1, 2 or 3 occurs. Students should ALWAYS raise their hand when presented with either of the Test Proctor Click Here screens. They should NEVER click the Test Proctor-Click Here button. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav EWS – Scenario 1 In this scenario there is an issue with both of the Response File Locations. Either the student does not have full access to the location(s), OR the location(s) are temporarily unavailable. Resolve by entering and saving a viable Response File Location. If the issue is temporary, reselect the original location. Then, click the Save and Continue button. Best Practice: Contact your local Technology Coordinator to determine the appropriate course of action. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav EWS – Scenario 2 In this scenario, TestNav cannot access the test content on the student work station. If Proctor Caching is being utilized, either the Proctor Caching Server is not functioning properly, OR the local network and Pearson are not communicating. The ONLY way to resolve this situation is to click the “Close TestNav” button. The student’s testing status will remain as STARTED in PearsonAccess™. Once communication is restored, Resume the student in PearsonAccess and have the student log back into TestNav. Best Practice: Your local Technology Coordinator should be contacted to determine the appropriate course of action. TestNav makes several attempts to access the test content. This message indicates all attempts to retrieve test content have failed. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

TestNav EWS – Scenario 3 In this scenario not all of the student responses have been received by the Pearson testing server. However, responses not received by Pearson have been saved locally to the Primary Response File Location. You may try to resolve this scenario by clicking the Retry button until the submission of responses is successful or click on Close TestNav Best Practice: If clicking the Retry button does not resolve the situation, contact your local Technology Coordinator to determine the appropriate course of action. TestNav makes several attempts to communicate with the Pearson Testing Server. This message indicates attempts to submit some or all of the student responses have failed. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Quick Reference Guide The Quick Reference Guide should be available to all test proctors to help support students as they test. The Guide provides a list of all the warning messages that TestNav may show a student and how to resolve them. Available through PearsonAccess.com->Colorado->Support->Reference Guides->Online Test Administrator Quick Reference Guide Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

New Technologies: Virtualization & Online Testing

Virtualization Takeaways
What is virtualization? What are the concerns with virtualization and online testing? Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Virtualization What is it?
Using your monitor/keyboard/mouse to look at and run software on some other computer “Thin Clients” are one type of virtualization VDI (Virtual Desktop Infrastructure) is becoming popular as a way of turning aging computers into terminals, instead of retiring them There are almost as many different solutions as there are solutions providers

Virtualization Virtualization often appeals to schools looking to lower the student to computer ratio within limited IT budgets Virtualization presents unique security considerations when used for high-stakes online testing Schools & districts may already be using virtualization technology without Department of Education knowledge

Virtualization Network
Virtualized environment runs on a central server and streams the user interface to workstations Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Virtualization Security Concerns

Virtualization Concerns
Virtualization security settings on the server are typically unable to be accessed or controlled by the test delivery engine Streamed data between the virtualization server and workstations may not be encrypted and could be intercepted by “man in the middle” exploits Secure test content Student keystrokes and interactions with TestNav Student responses Virtualization on student workstations may not properly lock down the environment and provide a secure online testing environment Unable to prevent student use of other applications Unable to prevent capturing screen and test content Lack of TestNav visibility to virtualization “modal” windows Virtualization performance issues could negatively impact students’ ability to test Critical Security Standards for TestNav® Local staff must ensure that non-qualified virtualization solutions meet all of the following criteria: From “login” to “submit” the desktop is secure and the system does not allow access to any application, content, or other service beyond the TestNav test assessment delivery system. From “login” to “submit” the system does not allow any screen captures, printing, saving or other electronic replication or duplication of the display screen, source code or content of the test. All data is encrypted between client and server for the entirety of the usage period. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

A Worst-Case VDI Scenario

TestNav and Virtualization
Pearson is working with individual virtualization vendors to qualify their solutions for use with TestNav Approved virtualization solutions will be listed on: Non-approved virtualization solutions may expose online testing to exposure of secure content Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Configuring iPads for Secure Testing

Takeaways What are the options for configuring iPads for online testing How do you configure Chromebooks for online testing Agenda Slide. Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

iPads & Computer-based Testing
Pearson has developed an iPad TestNav app available from the iOS app store TestNav app is available at no cost Encrypted Student Response Files (SRFs) are saved on the student device as the student tests Districts must take steps to configure iPads to deliver tests securely. iPads must be configured for single app mode whenever TestNav is launched. Single app mode disables hardware buttons and functions, including: Home button (except for the triple click function) Side switch Sleep/wake button Screen capture Read slide

Managing iPads for Secure Testing
There are several options for districts to manage multiple iPads for secure testing. Manually configure iPads for single app mode via Guided Access (iOS 6 and above) Enable/Disable single app mode with Apple Configurator via USB (iOS 6 and above) Enable/Disable single app mode wirelessly via Apple Profile Manager or third party Mobile Device Manager (MDM) (iOS 6 and above) Enable/Disable app requested single app mode via third party MDM (iOS 7 and above) read slide

Manually Enabling Guided Access on iOS 6
Orient the iPad so it displays in landscape mode Go to Settings->General->Accessibility->Guided Access Turn Guided Access on Set Passcode Enable Screen Sleep should be in the “off” position To manually configure Guided Access on iPads running iOS 6 complete the following steps: [read slide]

Touch the Accessibility left arrow to return to the Settings->Accessibility screen Set the Triple-click Home setting to Guided Access Hit the Home button [read slide]

Triple click Home button Turn off Motion to lock iPad to landscape mode Turn on Touch setting Press Start [read slide]

Exiting Guided Access on iOS 6
To exit TestNav and close Guided Access mode Triple click the Home button Enter passcode Press End [read slide]

Orient the iPad so it displays in landscape mode Go to Settings->General->Accessibility->Guided Access Turn Guided Access on Set Passcode Turn on Accessibility Shortcut Hit the Home button To manually configure Guided Access on iPads running iOS 7 complete the following steps: [read slide]

Launch TestNav app Triple click Home button Tap on Options and turn off Sleep/Wake button and turn on Volume Buttons setting Turn off Motion to lock iPad to landscape mode Turn on Touch setting Press Start [read slide]

To exit TestNav and close Guided Access mode Triple click the Home button Enter passcode Press End [read slide]

To enable single app mode on iPads you must first put iPads in Supervise mode for your organization. Putting iPads in Supervise mode will wipe the iPad. Be sure to back up the iPad if you wish to retain any data or applications. You may restore the iPad after this placing the iPad in Supervise mode to put data and apps back on the device. read slide

Enable/Disable single app mode with Apple Configurator
read slide Connect the iPad using a USB connection On Mac OS X Server open Apple Configurator

read slide In Configurator's’ “Prepare” tab, turn ON Supervision. Click on the “Prepare” button at the bottom of the window

read slide Enter the Organization information if prompted

read slide Click Apply to apply the settings to all connected devices

read slide Wait while Configurator completes the action

read slide When the process is complete click on the Supervise tab Select the popup Lock to App and choose TestNav Click “Apply” at the bottom of the window

read slide Click “Apply” at the bottom of the window. To release the device from single app mode, ensure that the device is connected, select “Lock to App” and choose “None.”

Enable/Disable single app mode wirelessly via MDM
The use of Apple Configurator requires the use of a USB connection to place devices in single app mode. Using a Mobile Device Manager allows administrators to wirelessly push a profile to devices to enable/disable single app mode. Profile Manager is Apple's MDM solution and is available for Mac OS X Server. Profile Manager allows you to select the assessment app from the Lock to App pop-up menu and push the profile wirelessly to supervised devices. read slide

Enable/Disable app requested single app mode via MDM
Only available on iOS 7 or above SMDMs can configure app requested single app mode. This allows selected apps to enable single app mode when they launch and disable single app mode when they terminate. Administrators will no longer need to push profiles to devices to enable/disable single app mode, but can grant TestNav the ability to invoke single app mode on demand when it starts. App requested single app mode is the recommended solution for LEAs to manage single app mode because it reduces the workload on administrators. Read slide

Configuring Chromebooks Online Testing

Chromebooks & Computer-based Testing
Pearson has developed a Chromebook TestNav app available from the Chromebook app store Chromebook app is available at no cost Encrypted Student Response Files (SRFs) are saved on the student device as the student tests LEAs must take steps to configure Chromebooks to deliver tests securely. Chromebooks must be configured for kiosk mode whenever TestNav is launched. LEAs can configure Chromebooks via the Chrome Admin console Read slide

Chromebooks and Secure Testing
Read slide Log into the Admin Console and select Device Management

Read slide Select Chrome Management

Read slide Select Device Settings

Districts should know the Chromebook device serial number being shipped and a new device is forced to enrolled automatically in the domain the first time the Chromebook boots up. At that point a device becomes a managed device. Any policies configured through the Management Console get pushed to the device Read Slide

Read Slide Select Allow Single App Kiosk from the Single App Kiosk field and then select Manage Kiosk Applications

Read Slide Select TestNav from the Chrome Web Store and then select Save

Select Do not erase all local user data from the User Data field to ensure that SRF files are not erased on the student machine if they log off the machine. Select Save Changes for the new policy to be applied Read Slide

Resources

Documents and Links DTC Academy: or CDE DTC webpage: PearsonAccess Colorado Support Page System Check User Guide System Check tool link Hardware and Software Requirements link for TestNav 8 Hardware and Software Requirements link for Proctor Caching TestNav 8 Technology Guidelines TestNav 8 Proctor Caching User Guide Proctor Caching media training Early Warning System User Guide Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

Support Contacts Collin Bonner CDE Assessment Technology Specialist
Pearson Support Districts/Schools should use Pearson as the first contact for support Copyright © 2013 Pearson Education, Inc. or its affiliates. All rights reserved.

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