It’s not uncommon for families to have difficulty installing the SSAT at Home Secure Browse or to experience a connection problem during check-in. It may be that you are unable to close an application in order to proceed or perhaps you’re unable to connect with a proctor. 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, but further delays can happen depending on your system connectivity.
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 continue to have issues 30 minutes past your student’s scheduled start time, then please follow these steps:
* If you haven’t contacted the PSI Help Desk yet, please do so at 1-833-310-6425. PSI is our SSAT at Home remote proctoring team.
* If you want to find answers to frequently asked questions while you wait for live support, please visit the SSAT Help Center.
* 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. Alternatively, you may request a refund. If you do not receive an email with these instructions by noon ET tomorrow, please email firstname.lastname@example.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. You may review all system check requirements here.