Morganstanley IKM Technical Support Tips

IKM offers easy-to-navigate, timed, Web-based assessments. The IKM Teckchek™ platform tests follow a proprietary adaptive methodology whereby questions get harder or easier based upon answers to prior questions. If you are receiving these instructions you are scheduled to take an IKM assessment based upon the IKM Teckchek platform.

Abbreviated Instructions for Taking an IKM TeckChek™ Assessment

Following are abbreviated instructions for taking an IKM Teckchek™ test. Complete instructions will be provided at the time of test delivery.

Please refer to the sample question screen below:

Basic Test Taking Guidelines

1	Each question is multiple choice with 5 possible answers. There can be up to 3 correct answers per question.
2	To answer a question, click the check box(es) of the correct answer(s), and then click the "Submit Answer" button to continue.
3	For each question, test takers: (1) receive credit for each correct answer selected; (2) lose credit for each incorrect answer selected; and (3) lose credit for each correct answer that failed to be selected.
4	Test takers can skip questions if uncertain, but cannot return to skipped questions. Skipped questions are taken into account during scoring. Credit is lost for all the correct answers that did not get selected.
5	A timer and the number of questions left to be answered appear in the upper-right corner of the test question window. It is important to complete the full test as you will be penalized for remaining questions you have not been asked.
6	Test takers should allow enough time to finish the assessment in one sitting.
7	If the Internet connection is lost, test takers are able to resume the test at the point at which it was interrupted by re-logging in as previously instructed.
8	DO NOT click the "Quit Test" button. The test will end and access will be cut off
9	DO NOT click the CTRL key or the browser's "Back" button. Doing so will suspend the test and access will be cut off.

Troubleshooting Tips

Experience has shown that many technical support issues encountered by our users are easily resolved. Following are some of the most common issues that arise, and how they can be resolved by the test taker. Test takers are highly encouraged to print this information before beginning a test, as it will not be accessible during the test or while your Internet connection is down.

I'm a self-administered test taker, and I'm unable to log in to IKM Online using the URL and password I was provided. What's wrong, and how can this be fixed? 
Please confirm that you've entered the correct URL in your browser, and that the password (which is case sensitive) has also been entered correctly. (Note: if you are being prompted for a Username, you are at the wrong URL.) If the URL and password have been correctly entered, please check whether "cookies" have been disabled in your browser. IKM Online requires session and first-party cookies to be enabled.

In Internet Explorer, cookies can be enabled via the "Internet Options" option in the Tools menu. Select the "Privacy" tab and click on the Advanced" button. Select the "Override automatic cookie handling" checkbox and select the "Always allow session cookies" checkbox and "Accept'' for First-party cookies. Then click "OK" to save the changes.

In Firefox, cookies can be enabled via the "Options" menu. Click the Menu icon (three horizontal bars) in the browser's upper right corner and click "Options". Select the "Privacy" tab, and select "Use custom settings for history" in the "Firefox will" drop-down box. Ensure the "Accept cookies from sites" checkbox is checked, and select "Always" from the "Accept third-party cookies" drop-down. Then click "OK" to save the changes.

In Opera, cookies can be enabled via the "Settings" option after clicking the Opera button. Select "Privacy & security" and then in the Cookies section ensure the "Allow local data to be set (recommended)" radio button is selected.

In Safari, cookies can be enabled via the "Preferences" option in the "Safari" menu. Select the "Privacy" tab and then select the "Always allow" option for "Cookies and website data". The changes are saved automatically. Note: These instructions are applicable for the latest Safari version, the setup steps can differ for older versions.

In Chrome, enable Cookies by opening the "Privacy" menu. Click the Menu icon (three horizontal bars) in the browser's upper right corner and click "Settings." Click "Show advanced settings" and scroll to the "Privacy" section. Click the "Content settings" button and ensure the "Allow local data to be set (recommended)" radio button is selected. Then click "Done" to save the changes.

I can log in but get thrown back to the login page when I try to choose a menu option or other follow-on screen. 
Most likely "cookies" have been disabled in your browser. See above on how to change your browser settings.

When I click on "Begin Test," my machine locks up. What am I doing wrong?
This problem is generally caused when trying to take a test on a system running Windows NT Server 4.0.

There appears to be an extended delay between questions on a test. Is there something wrong? 
Because IKM Online is an Internet application, time delays between questions will occur from time to time. In order to ensure adequate performance, your connection speed should not be less than 28.8 kilobits per second. If you are accessing the IKM Online testing system via a corporate network, the network should have a response time of less than 225 milliseconds when connecting to online.ikmnet.com. To determine the network connection speed, the network administrator can perform a "trace-route" or a "ping" to online.ikmnet.com.

What happens if I lose my web connection while taking a Secure exam? (A Secure exam is a supervised test typically taken at the IKM client premises.) 
 The Test Administrator will be able to restart the test at the point at which it was interrupted using the "Manage Pending Assessments" option on the Main Menu, then locating the test in question and clicking on "Details/Options." This will take the Test Administrator to the "In Test Options" screen where s/he can choose to continue or cancel the test. The Test Administrator may review Section 5 of the IKM Online Users Guide - "Administering IKM Secure (Supervised) Tests Online" for additional details.

What happens if I lose my web connection while taking a Self-Administered exam? (A self-administered test is a non-supervised test whereby the test candidate receives via email a URL and password to access the test.) 
 Quit your browser. You will be able to sign back onto IKM Online using the same URL and password and resume the test at the point at which it was interrupted, provided that you do so prior to the expiration date and time. See the following question for dealing with Internet connections that "time out".

In the middle of a test, the server has stopped responding. What should I do?
If the server doesn't respond for over 1 minute, quit your browser, and make sure your Internet connection is functioning. Again, you will be able to restart the test at the point at which it was interrupted. You may also want to confirm that your Internet connection does not "time out" and automatically disconnect. For example, Microsoft Network (MSN) periodically alerts the user about whether the Internet connection should be continued, but such alerts are not visible during a test if the browser window covers the entire screen. In order to avoid such automatic disconnections, the "Idle time before disconnecting" setting in the "Connection Settings" for MSN Properties/Options should be set to "Never".

What should I do if I get a blank screen after clicking on the "Submit Answer" button?
This occurs when network traffic prevents the next question from being displayed properly. Hit the "F5" key to refresh the screen. If this does not help, quit your browser, and restart the test as described above.

What do I do if I get a message saying "Server preparing data, please wait"?
This happens when you click on the "Submit Answer" button twice. Clicking "OK" allows the server to continue processing, and then the next question is displayed.

If you encounter a technical problem not addressed above, please do not hesitate to contact Technical Support at +1 (732) 257-3993, or by email at techsupport@ikmnet.com.