What if I have technical difficulties during the SSAT at Home check-in process?

August 29, 2022
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Sometimes a family may experience a connection problem during check-in. First, it’s important to close all applications and reboot your computer before trying to launch your test, or to install the Secure Browser if you haven’t already done so.

If you have launched the test and you are waiting for a proctor, you are set! It typically takes up to 10 or 15 minutes from the scheduled start time for your proctor to verify your student’s identity and start the test. Be patient and wait for your proctor.

However, if you simply cannot connect or are having a technical issue, contact the PSI Help Desk at 1-833-310-6425 as soon as possible. 15 minutes after your scheduled start time, if the system has not detected an attempt to begin the test, your appointment will be unavailable.

If you have reached out to the PSI Help Desk and are still not able to resolve the problem, please ask your student to stop trying to connect to the test. They can close out of the test. We will send you an email by noon ET the day after the test with instructions on how to reschedule your SSAT at Home at no additional cost.* If you prefer, you may also choose to have your student take the computer-based SSAT at a Prometric test center or a paper-based SSAT; both options are available through a limited number of testing locations where COVID restrictions allow. If you do not receive an email with these instructions by noon ET tomorrow, please email info@ssat.org so we can help.

Prior to a rescheduled SSAT at Home test date, we encourage you to uninstall the PSI Secure Browser and reboot your computer. Then, rerun the system check using a Chrome browser (recommended) and reinstall the Secure Browser on the same machine, or if possible, try using a different computer.

*EMA will NOT provide a free retest opportunity if you are late or were late because you did not have the secure browser installed. You must have clicked the launch button in their account within 15 minutes of their scheduled appointment to get a free retest.

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