NOTE: You must have administrative rights to your computer to install the TestGen plug-in or access many of the folders described here. If you do not have these rights, contact the lab administrator or an instructor at your school for assistance.

If you have already installed the TestGen plug-in and it is not working, try restarting your computer.

The TestGen plug-in test box does not appear on the Detect page:

If you have already tried to install the TestGen plug-in and you don’t see the TestGen plug-in test box on the Detect page, follow these troubleshooting steps:

  1. Restart your computer.
  2. Open a browser and go to http://support.pearsoncmg.com/testgen/tgPluginTest.htm to see if the TestGen plug-in loads correctly.
  3. Turn off any personal firewall software, such as Norton Personal Firewall™.

  4. Check your browser settings. If you are using Internet Explorer, make sure your browser settings are configured properly:

    1. Select Internet Options from the Internet Explorer Tools menu.

    2. On the Security tab, click Custom Level. Select Enable under Run ActiveX controls and plug-ins, and click OK.
    3. On the Privacy tab, move the slider to Low, and click Apply.

      NOTE: If you do not have slider on the Privacy tab, select the Advanced button. Then, select Override automatic cookie handling. Select Accept under First party Cookies and Third-party Cookies. Select Always allow session cookies. Then click OK.
       
    4. On the Advanced tab, select Enable third-party browser extensions under Browsing, then click OK.

Correct Font Symbols do not appear

If the correct font symbols do not appear in the font detection area, follow these troubleshooting steps:

Windows 98 and ME:

1. Locate the Plugins folder for your browser and make sure it contains the TestGen Plug-in font files listed below. The Plugins folder is typically located at C:\Program Files\<browser name>\Plugins.

tgeqa.ttf
tgeqas.ttf
tgeqab.ttf
tgeqai.ttf
tgeqabi.ttf
tgeqasi.ttf
tgeqm.ttf
tgeqs.ttf

2. If the font files are not in the Plugins folder, run the setup/installer program again to reinstall the TestGen Plug-in.

3. Check that these same font files exist in the operating system fonts folder, typically located at C:\Windows\Fonts.

4. If the font files are not in the fonts folder, copy them from the Plugins folder to the fonts folder.

Windows 2000, NT and XP:

1. Locate the Plugins folder for your browser and make sure it contains the TestGen plug-in font files listed below.  The Plugins folder is typically located at C:\Program Files\<browser name>\Plugins.

testgenbd.otf
testgenbdit.otf
testgenit.otf
testgenrg.otf

2. If the font files are not in the Plugins folder, run the setup/installer program again to reinstall the TestGen plug-in.

3. Check that these same font files exist in the operating system fonts folder. This is typically located at C:\Windows\Fonts.

4. If the font files are not in the fonts folder, copy them from the Plugins folder to the fonts folder.

Macintosh 10.x:

1. Locate the Plugins folder for your browser and make sure it contains the TestGen plug-in font file listed below.  The Plugins folder is typically located at /Library/Internet Plug-Ins.

testgenrg.otf

2. If the font file is not in the Plugins folder, run the setup/installer program again to reinstall the TestGen plug-in.

3. Check that this same font file exists in the operating system fonts folder. This is typically located at HD/Sytems/Library/fonts.

4. If the font file is not in the fonts folder, copy it from the Plugins folder to the fonts folder.

If the POST Test says "Failed"

If you see the correct headings and text in the display box on the Plug-in Detection page, but the results of the POST test say "Failed," then follow these troubleshooting steps:
 

  1. Check your browser settings to see if you are using a proxy server. The proxy setting information is found in the following locations:

    Internet Explorer: Tools > Internet Options > Connections > LAN Settings

    Netscape: Edit > Preferences > Advanced > Proxies
     
  2. If you are using a proxy server, identify the address and port number of the proxy server. You may need to consult your network administrator for this information.
     
  3. Reinstall the TestGen Plug-in and enter the appropriate address and port number for the proxy server when the installation program prompts for this information.

Problems taking a test

If you try to take a test and the test does not load, you may not have the appropriate version of the TestGen plug-in installed. Tests created by your instructor with the latest version of the TestGen application require the latest version of the TestGen plug-in to run.

Ask your instructor which version of the TestGen application was used to create your test, and consult this table to see which plug-in version you need:

TestGen Application Used to Create Test

Required Plug-in Version

 
TestGen 3.3.6 TestGen Plug-in 1.0 or higher
TestGen 4.0.2 TestGen Plug-in 2.0.2 or higher
TestGen 5.0.2 TestGen Plug-in 3.0.2 or higher
TestGen 5.5 (Windows) /
TestGen 5.5.1 (Mac)

TestGen Plug-in 3.1.1 (Windows) /
TestGen Plug-in 3.1.2 (Mac) or higher

TestGen 6.0* TestGen Plug-in 6.0*
TestGen 7.4* TestGen Plug-in 7.4*

*TestGen Plug-in 6.0+ does not support the Windows 98, ME, or Mac 9.2,2 operating systems. If your instructor has created a test with TestGen 6.0 and you have Windows 98, ME, or Mac 9.2.2, you will need to ask your instructor to give you a paper version of the test or recreate the test for web delivery in TestGen 5.5.