The Transferring Data window appears to freeze when I log in to the program. What do I do?

I click "Enter" to log in and get an error?

I get an error of "Cord Folder could not be created." What do I do?

I forgot to print out my list of Test IDs. How do I go back to print them?

When I click on Send Records there are no Test IDs in the Test Results to Send box.

Why am I being asked to create a Proctor ID and password when I already have?

Names and IDs are missing from test records when I'm in View Records or Send Records.

When I use Find Records, I get a "no matching records error".

When I try to View Records, I get a "no matching records error"

I forgot to write down my user ID and password. How do I get a new password?

Why can't I get into the Rep Management Utility using my User ID and password?

How do I delete a user or organization?

Why do I get the error, insufficient number of keys?

Every time I try to create a New Client/User I get an error after clicking the Save Client/User Account Info.

When I created a new organization, why didn't I get assigned a password?

How do I see how many tests a user has had scored?

How do I view candidate Unofficial Score Reports?

Client Management Utility

Q. The Transferring Data window appears to freeze when I log in to the program. What do I do?

• Minimize or move the Transferring Data window. A dialogue box that prompts to allow the user is sometimes hidden.
• Click the third choice to indicate "Never ask again."
• Click "Allow."
• If the dialogue box does not appear, check your network connection.

Q. I click "Enter" to log in and get an error?

• Access denied error: Check your ID and password. User IDs and passwords are case sensitive.
  
• Object not found error: Verify that the URL is correct. The URL is https://toeic.dxrgroup.com
  
• Other errors: Other errors may result from placing a colon after the drive letter or if you are not connected to your network.

Q. I get an error of "Cord Folder could not be created." What do I do?

• Check the drive for saving records and that the drive letter is entered correctly. 
  
• Note: Mac users should use the name of the drive. 
  
• If there is a colon after the drive letter in Step 4 of the setup, this error will occur. Delete the colon and click Enter again.
  
• If you are using a diskette, make sure that the diskette is in the drive and that it is properly formatted. 
  
• If you are using a network drive, check that you are connected to that drive and have permission to write to that drive. If you are unsure, ask your network administrator.

Q. I forgot to print out my list of Test IDs. How do I go back to print them?

• Click the "Request Tests" button. The list of all available Test IDs is on the left-hand side of the screen. Click "Print."
  
• If you have already exited the program, re-open the program and use the same drive or disk. 

Q. When I click on Send Records there are no Test IDs in the Test Results to Send box.

• If you are using a network drive, check that you are connected to that drive.
  
• If you are using a diskette, be sure the diskette is in the disk drive. 

Q. Why am I being asked to create a Proctor ID and password when I already have?

• A Proctor ID and password must be set up on each drive or disk that is used. 

Q. Names and IDs are missing from test records when I'm in View Records or Send Records. 

• The candidate records have expired and are no longer available. 
  
  

Q. When I use "Find Records," I get a no matching records error.

• Check the search criteria for spelling errors.
  
• Broaden the search by using the first letter of the name only. 
  
• Leave the other fields blank. The search will be less specific and using less search criteria will provide more results.

Q. When I try to View Records, I get a "no matching records error".

• Check the dates in your search criteria. Use a wider range if necessary. 
  
• Be sure the date is entered as dd/mm/yyyy.

Q. I forgot to write down my user ID and password. How do I get a new password?

• Select the client organization.
  
• Select the user ID. 
  
• Click the "Generate New Password" button. 
  
• Write down the new password.
  
• Click "Save User Account Information."

Q. Why can't I get into the Rep Management Utility using my User ID and password?

• The User ID and password are case sensitive. Be sure that it is entered correctly. 
  
• If the ID and password are correct and an error still occurs, contact your Representative. The account may have been deactivated.

Q. How do I delete a user or organization?

To delete an organization:

• Open the user or organization in the Rep Management Utility.
  
• Select "My Representatives"
  
• Click the "Deactivate" button to the right of the organization name. 
  
• Clicking this button will deactivate the user or organization and any accounts connected to it. Those IDs and passwords will not be able to be used to access the TOEIC software.
  
  To delete a user:
  
  
• Open the user or organization in the Rep Management Utility.
  
• Select "My Representatives"
  
• Select the organization containing the user to delete.
  
• Click the "Deactivate" button to the right of the user name.

Q. Why do I get the error, insufficient number of keys?

• Each Representative is only allowed to assign a certain number of tests. If that limit is reached, this error occurs. 

Q. Every time I try to Create a New Client/User I get an error after clicking the Save Client/User Account Info. 

• Check all of the fields. 
  
• Complete all required fields.
  
• Use a unique Organization name or User ID.
  
• Verify that the chosen test forms are available,
  
• Check that the number of tests assigned does not exceed the limit for the Representative.

Q. When I created a new organization, why didn't I get assigned a password?

• IDs and passwords are assigned to users but not to organizations.

Q. How do I see how many tests a user has had scored?

• After accessing the user's organization, click on the Client Totals button.
  
• Select a date range to view the number of tests.

Q. How do I view candidate Unofficial Score Reports?

• Access the Client Management Utility software.
  
• Enter the user ID and password assigned to the client.
  
• Click "View Records" or "Find Records."
  
• Select a Candidate's Name and the report will be displayed.
  
• Click the "Print" button to print the Unofficial Score Report.

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