What should I do if I get 'Communication to dashboard has failed', 'Invalid order number' or 'Operation timed out' error messages on the Test Player?

Communication to dashboard has failed / Invalid order number / Operation timed out

1. Ensure that the learner taking the test has logged in to the Test Player using their correct learner number and order number (these are both eight-digit numbers, e.g. 12345678).
2. Make sure the Test Player is pointing to the Invigilator Dashboard of the Invigilator that the learner is assigned to:
   1. Go to Administrator Dashboard and select "Monitor Learner Progress" in the Actions column: 
   2. See which invigilator is assigned to the test. The name will be written in the format 'Last name, First name' e.g. 'Smith, John': 
   3. The learners assigned to that invigilator can't connect to a different Invigilator account. If the Invigilator account is locked or inactive, Reset the Invigilator password or Mark the Invigilator as active
   4. On the Test Player, press Alt + Shift + F12 (you may also need to press Fn if it is a laptop) > enter the secret password ( if you do not know the password please create a case and we can provide it) > select 'Configure & Diagnosis'.
   5. If you don't know the name of the machine where the Invigilator Dashboard is logged in, there are instructions on how to find it here: Pearson Onscreen Platform (LAN): Check Invigilator Dashboard Computer Name. If you see the correct machine listed, go to the next step. Otherwise, select 'Start auto-discover' and wait for the list to populate. If the machine doesn't appear in the list, select 'Add manually' and add the correct Invigilator Dashboard using either the PC name or IP address. If it still can't be found, please create a case.
   6. Select Test Connectivity, and if all the checks pass, press Save. Otherwise, please create a case.
   7. The Test Player is now connected to the Invigilator Dashboard. Re-enter the learner number and order number, and the learner should now be able to log in. If you are still unable to log in, please please create a case and we can advise further.

 

Related Articles:

Pearson Support Portal: Creating An Account
Pearson Support Portal (Staff at Centres & Associates): Creating A Case Record  

Pearson Onscreen Platform (POP) Support Index