1. Technical support

2. Level One (L1) Technical Support means
Resolving Error 31 (ITS Engine) and Error 47 (Summit Engine) error messages.
Identifying common support issues and resolve using steps in knowledge based articles provided.

3. Level One (L1) Technical Support means
Using Technical Requirements and System Setup Instructions to resolve issues.
Escalating and Reporting to the Certiport Technical Support team Level Two (L2) support issues.

4. common L1 Technical Support issues
ITS Engine has experienced an error (Error 31)
Summit Engine has experienced an error (Error 47)
You must wait for Windows Installer to complete before you continue
When a computer freezes or crashes during an exam (iQsystem & LMS Engines) – White screen

5. common L1 Technical Support issues
Perform a full custom install of Microsoft Office and how to change from a standard installation
Not seeing Office Exams listed when launching iQsystem (to give an exam or a practice test)

6. common L1 Technical Support issues
Full Local Administrative Rights were not given to the Organization Administrator or Proctor of the Certiport Authorized Test Center Account and full administration rights check for group policies under firewall
Language guidelines and Regional Settings using Windows XP
No images, Citrix or thin client environments

7. common L1 Technical Support issues
Install paths for office.exe in the registry
Restore default path for My Pictures and My Documents in the system registry.
Checklist for System Setup Using iQsystem

8. Online Exam Install, Setup and Trouble Shooting
iQsystem Disappears After Installing Update
Temporary internet storage allotment
Proxy/firewall page & bandwidth checker
Error numbers and descriptions

9. Escalation path to level 2
For issues beyond L1, escalate to Certiport Technical Support and include the form (included on thumb drive under forms) to
Operation System Version and Service Pack Level
Processor Speed
RAM
HDD Space Free
Internet Browser Version
Adobe Flash Version
Microsoft Office Version and Service Pack
Are you using Microsoft Domain, Microsoft Workgroup, Group Policy, Novell version, etc.
What is the error message or error number received?
Provide screen shot of error or error message received (optional)
Describe the issue you are experiencing.

10. List of error messages TooManyArgs 10
You have passed too many command line arguments to the executable; please modify your command line and call the application again.
InvalidArgument 11
Invalid Command Line Argument
MustDoUpdate 12
Please update the Certiport Exam Delivery software. Would you like to proceed with the update now?
MissingUsername 13
You must enter a valid username.
MissingPassword 14
You must enter a valid password.
NoExamInfoInConfig 15
The iQsystem does not have the required information for the selected exam; please have the test center administrator reinstall the iQsystem to correct this problem. If the error still occurs, please contact Certiport Customer Support Services.
InProgressNotInstalledLocally 16
The selected exam has been started on another computer and is not available on this machine. Please select a different exam to continue. Do you want to continue with a different exam?
PreSelectedExamInvalid 17
The selected exam group contains an exam that is not available on this machine. To continue, please do one of the following: choose a different Exam Group, enter a new Exam Group ID, or choose not to use an Exam Group.
ExamGroupSelectionConflict 18
The preregistered Exam Group and a new Exam Group ID cannot be used simultaneously. Please remove the new Exam Group ID entry from the text box, or see the Certiport Center Administrator for assistance.

11. List of error messages 21 26 PreSelectedExamForDifferentProgram 19
PreSelectedExamForDifferentProgram 19
The selected Exam Group is using a different exam than the exam selected during the login process. Please do one of the following to continue: choose a different Exam Group, or return to the login dialog and choose a different exam type from the list.
InvalidFormatExamGroupEntry 20
The Exam Group ID is invalid. Please check the ID and enter it again, or see the Certiport Center Administrator for assistance.
NoExamSelected
21 
Please choose a valid exam from the exam list to continue.
InProgressStartedElsewhere 22
The selected exam has been started on another machine. If continued, all information will be lost. Do you still want to continue with this exam on this machine? Please see the Certiport Center Administrator for further assistance.
VoucherSelectionConflict 23
To choose a preassigned voucher, you must first remove your entry from the new voucher text box.
NoVoucherIDEntered 24
Please enter a valid voucher number to continue. If you do not have a voucher number, choose the NO button in the voucher group box.
NoValidExamsAvailable 25
There are not any valid exams available on this machine. Try another machine or see the Certiport Center Administrator.
InvalidUsernameOrPassword 26
The username and/or password you entered are incorrect. Please try again or see the Certiport Center Administrator for assistance.

12. List of error messages 31 UnsupportedExamEngine 27
There is no exam engine to support the chosen exam. Please try again or see the Certiport Center Administrator.
ExamExecuteError 28
The exam was not completed successfully. Please continue the exam.
ITSNoItemPresented 29
The ITS exam engine did not present any test items for this exam. Please see the Certiport Center Administrator.
ITSInProgress 30
The ITS exam engine has experienced an error. Please see the Certiport Center Administrator.
ITSGeneralError 31
This exam is already in progress and cannot be started again.
ITSQuitWithoutResult 32
The ITS exam engine has terminated the exam and no results were provided. Please see the Certiport Center Administrator.
OrgInfoNotSet 33
The organization information necessary to communicate with Certiport has not yet been set on this testing machine. It will be necessary for the administrator to login using the Certiport Administrator Tool so that this information can be set.
UseAdminForOffline 34
There has been a problem trying to communicate with Certiport. It is possible that there is no Internet connection for this machine. In order to run an exam, use iQsystem Tools and select the "Offline Mode" button.

13. List of error messages 47 CandLoggedIn 35
The Test Candidate that is currently logging in may already be logged in on this machine. If you continue and this user has already started an exam, starting a second exam may cause errors with the exam already in process. If the test candidate has logged in previously on this machine, but their testing session has already been terminated then it is safe to proceed. Would you like to continue with this Test Candidate login?
InvalidFile 36
The selected file is not in the correct format or has an incorrect extension. Please choose a new offline packet file
NoUsersInPacket
SummitGeneralError 37 47
There are no users remaining in the offline packet selected.
Summit engine has experienced an error and needs to close

14. List of error messages iQsystem Admin
AdminInvalidForCurrentCusto merID
100
You entered a username that is not valid for the current Certiport Center; please try again.
NoItemSelected
101
Please select an item from the list to continue.

15. Exam Diagnostics Mgs HardDiskErr 200
There is not enough disk space available on this computer. 100 MB of free space is required. Please see your Certiport Center Administrator for assistance.
RAMMOUSErr
201
There is not enough RAM available on this machine. 64 MB of Ram is required. Please see your Certiport Center Administrator for assistance.
RAMIC3Err
202
There is not enough RAM available on this machine. 32 MB of Ram is required. Please see your Certiport Center Administrator for assistance.
RAMWarning
203
There is less than 128 MB of RAM available on this machine; 256 MB is recommended. Please see your Certiport Center Administrator for assistance.
Windows98Err
204
This machine does not have the right operating system installed to run this exam; this exam only runs on Windows 98 or later. Please see your Certiport Center Administrator for assistance.
Windows2000Err
205
This machine does not have the right operating system installed to run this exam; this exam only runs on Windows 2000 or later. Please see your Certiport Center Administrator for assistance.
MSOfficeInstallErr
206
This machine does not have Microsoft Office installed; an installation of Microsoft Office is required. Please see your Certiport Center Administrator for assistance.

16. Exam Diagnostics Mgs MSOffice8Err 207
This machine does not have Microsoft Office 97 installed; an installation of Microsoft Office 97 is required. Please see your Certiport Center Administrator for assistance.
MSOffice9Err
208
This machine does not have Microsoft Office installed; an installation of Microsoft Office 2000 is required. Please see your Certiport Center Administrator for assistance.
MSOffice10Err
209
This machine does not have Microsoft Office XP installed; an installation of Microsoft Office XP is required. Please see your Certiport Center Administrator for assistance.
MSOffice11Err
210
This machine does not have Microsoft Office installed; an installation of Microsoft Office 2003 is required. Please see your Certiport Center Administrator for assistance.
OutlookIE6sp1Err
211
This machine does not have the correct version of Internet Explorer installed; Internet Explorer version 6.0 with service pack 1 or higher is required. Please see your Certiport Center Administrator for assistance.
PrinterInstallErr
212
This machine does not have a default printer installed; iQsystem 6.0 requires a default printer. Please see your Certiport Center Administrator for assistance.

17. Exam Diagnostics Mgs Resolution1024By768Err 213
The screen resolution on this machine is not set in accordance with the Certiport system recommendations. Certiport recommends that screen resolution be set to 1024x768. Please see your Certiport Center Administrator for assistance.
Resolution800By600Err
214
The screen resolution on this machine is not set in accordance with the Certiport system recommendations. Certiport recommends that the screen resolution for this machine be set to 800 x 600. Please see your Certiport Center Administrator for assistance.
Flash7Err
215
This machine does not have the right version of Shockwave Flash installed; Shockwave version 7.0 or higher is recommended. Please see your Centerport Center Administrator for assistance.
Flash6Err
216
Please have Shockwave Flash 6.0 or higher installed.
MSOfficeDefaultPathErr
217
This machine does not have Microsoft Office installed in the default path; an installation of Microsoft Office is required in default path: C:\Program Files\Microsoft Office. Please see your Certiport Center Administrator for assistance.
ProjectNotInstalled
218
This machine does not have Microsoft Project installed in the default path; an installation of Microsoft Project is required in default path: C:\Program Files\Microsoft Office. Please see your Certiport Center Administrator for assistance.

18. iQupdate Errors Cancelled 300
A required software update was not completed. Return to the iQsystem Tools menu and complete the iQupdate using the Manage System Software menu option.
GeneralFailure
301
A required software update was not completed. Contact your Test Center Administrator for assistance.
LogonAdministrator
302
There is an iQupdate available. Please login as an Administrator to complete it.
NoVersionFile
303
Failed to retrieve the VersionFile!
UninstallNotify
304
The iQsystem software update did not succeed. Your iQsystem application will now be restored to its original state.
UninstallSuccess
305
The iQsystem application has successfully been restored to its original state.

19. iQupdate Errors UninstallFailure 306
The iQupdate process was not able to completely restore the iQsystem application. Please reinstall iQsystem 6.0 using the 'Repair' option or contact Customer Services for assistance.
NeedManager
307
In order for the iQupdate process to complete, iQsystem will automatically shut down and restart.
Finished
308
iQupdate has completed successfully
InvalidAlternate
309
The files required for iQupdate were not found at the selected location.

20. iQsystem Errors 52101 52102 52103 52104 Unknown 4
An unexpected error has occurred; please see the Certiport Center Administrator for assistance.
RevRecogFailed 11
iQsystem failed to recognize revenue on the exam.
CustomerNotActive
52100
This testing center is not active. Until this status is resolved, the Testing Center will not be able to offer exams. Please contact Certiport sales or customer service for assistance.
CandidateNotRegistered
52101
The username entered is invalid. Please check the username and try it again, or see your Certiport Center Administrator for assistance.
InvalidPassword
52102
The password entered is invalid. Please check the password and try it again, or see the Certiport Center Administrator for assistance.
ExceededTimesStarted
52103
The exam can only be restarted five times. Please see the Certiport Center Administrator for assistance.
NoInventoryAvailable
52104
There is no exam inventory available; please see the Certiport Center Administrator for assistance.

21. iQsystem Errors NotRegisteredForProgram
52105
The selected program requires additional registration information before you can take an exam.
NDANotAccepted
52106
Please read and accept the Certiport Non-Disclosure Agreement.
NotProctor
52107
The Proctor username entered is invalid. Please check the username and try it again, or see the Certiport Center Administrator for assistance.
NotProctorForOrg
52108
The Proctor username entered is invalid for this testing center. Please check the username and try it again, or see the Certiport Center Administrator for assistance.
NotProctorForClassroom
52109
The Proctor username entered is invalid for this Exam Group. Please check the username and try it again, or see the Certiport Center Administrator for assistance.
InvalidExam
52110
The selected exam is not installed on this machine. Please see the Certiport Center Administrator for assistance.

22. iQsystem Errors InvalidClassroom 52111
The Exam Group ID is invalid; please check the Exam Group ID and try it again, or see the Certiport Center Administrator.
InvalidClassroomExam
52112
The exam you chose does not match the exam that was pre assigned to your exam group; please choose the exam assigned to the exam group that you entered, or see the Certiport Center Administrator for assistance.
InvalidCandidateExam
52113
Some exam data has been lost. Please exit and restart the application to continue.
ExamNotActive
52114
The local version of the selected exam is not active. An iQupdate must be performed before you can continue the selected exam. Please notify the Certiport Center Administrator for assistance.
ExamNotInProgram
52115
The selected exam does not match the exam type selected during the login process. Please see the Certiport Center Administrator for assistance.
InvalidVoucher
52116
The entered voucher number is invalid; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

23. iQsystem Errors VoucherNotFound 52117
The entered voucher number does not register on the Certiport iQsystem; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherNotForExam
52118
The entered voucher number is invalid for this exam; please choose a different exam from the list, or see the Certiport Center Administrator for assistance.
VoucherAssigned
52119
The entered voucher number is invalid; please check the number and enter it again, or see the Certiport Center Administrator for assistance
VoucherRedeemed
52120
The entered voucher number has already been used; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherExpired
52121
The entered voucher number has expired; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherInvalidOrg
52122
The entered voucher number is not valid for this Certiport Center; please check the number and enter it again, or see the Certiport Center Administrator for assistance.

24. iQsystem Errors VoucherInvalidCountry 52123
The entered voucher number is not valid in this country; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherInvalidState
52124
The entered voucher number is not valid in this state or province; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherInvalidCampaign
52125
The entered voucher number is not valid for this campaign; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
VoucherInvalidChannel
52126
The entered voucher number is not valid for this channel; please check the number and enter it again, or see the Certiport Center Administrator for assistance.
RequiredDataMissing
52127
Required data is missing.
InvalidPassFailString
52128
The result value is invalid. Must be a value of Pass, Fail, Inco, or Tamp.
InvalidSectionAnalysis
52129
The section analysis data is invalid.

25. iQsystem Errors Duplicate Exam 52130
The exam result has already been uploaded.
NoSelfProctor
52131
Users may not proctor their own exams.
CandidateNotActive
52132
The user account is inactive. Contact Customer Service if you need to reactivate the account.
NoIQCUser
52133
The system failed to locate the testing center.
RegisterAcaCompetitionFailed
52134
The system failed to register you in the Academic Competition.