Troubleshooting & FAQ
For quick-fix test day information, see our DOTS troubleshooting FAQ.
DOTS FAQ
Why can't I see my students from last year?
Student data is deleted annually and must be reuploaded every year. We recommend using the csv import function to ensure the process goes as quickly as possible.
A student requires extra time. Can I add this in advance?
No, unfortunately this must be done while the test session is active. Email dots@erc.ie with the session ID, student’s name, the amount of extra time needed, and the ERC will schedule this for you.
How can I assign a specific test form to a student?
You can assign a specific Test Form when creating a session. You will need to create separate sessions for different forms.
Why can't I see the classes I created?
When you load the "Classes" page on DOTS, the date range is automatically set to show classes created only in the last 30 days. Try broadening the date range and likely your created classes may appear.
Why can't I delete a student?
Schools cannot delete students. Please email dots@erc.ie with the student’s details to request deletion. However, schools do have the ability to edit student details if this resolves the issue.
If you are unable to find the information you require on the FAQs below or have ongoing issues, please submit a request through our troubleshooting form below.
For step-by-step instructions on DOTS functionality, see our DOTS FAQ below.
DOTS Troubleshooting
The student login page isn’t displaying correctly on students' devices – what should I do?
For security purposes, students are only able to log in on one device at a time.
If they log in multiple times a “multiple logins detected” message will appear. If this happens, please have the student log out of all devices, clear the cache, and log back in again.
If the message persists, please contact dots@erc.ie.
The test questions aren’t loading or are delayed in loading – what should I do?
This may be a Wi-Fi issue due to the volume of users on the school’s Wi-Fi network.
If it affects all students: Have all students log out. Test progress will be saved. Consider staggering testing so fewer devices are using the Wi-Fi at the same time.
If only a few students are affected: Have the affected students log out. Test Progress will be saved. Clear the cache on the browsers and log back in.
If the issue persists, the students log out and take the test on an unaffected device once it becomes available.
The test isn’t displaying correctly on students' devices – what should I do?
Have all students log out of testing. Test progress will be saved. Navigate to https://takethetest.erc.ie/ERC/Index#/testpage on an affected browser.
If Math Jax is working, postpone testing and contact dots@erc.ie with the session details and screenshots of the issue.
If MathJax isn't working, the devices need to be updated. Apply updates to all devices and retest the page on https://takethetest.erc.ie/ERC/Index#/testpage. Ideally this should be done in advance of testing.
Can I reset a student to an earlier part of the test?
Email dots@erc.ie with the session ID, student’s name, and the test part they need to be reset to.
How can I add extra time to a student’s test?
Email dots@erc.ie with the session ID, student’s name, test part (A or B), and the amount of extra time needed.
There was an emergency, and we had to stop mid-testing. What should we do?
Instruct all students log out of their tests. Test progress will be saved. Reschedule testing for a later date. IF your test session is due to finish before the new date, please contact dots@erc.ie to extend the test window.
Some students were absent – can they take the test later?
Yes, if the session is still marked as "Active" they can take the test. If it's finished, create a new session. Unused test credits are returned to your account.
Why can't I view my test reports?
If you have just recently tested: Ensure that you have gone to the "Test Scheduler" page and conclude the testing period by selecting the "Options" button on the right-hand side of the applicable session and selecting "End Session." Please ensure that all students have finished testing before ending the session.
If you are accessing reports after 30+ days: When navigating to the "Reports" page on DOTS, it is automatically set to display only results from the last month. Try broadening your date range and the results will likely appear.
A student login screen looks funny | My student can’t see part of the question. How can I fix this?
Adjust the zoom setting on the screen. If the problem persists, change browser or change device.
A student logged out of the test early or was disconnected from wifi. What should I do?
Log back in. All completed answers are saved, and the student will be returned to their last location on the test.
A question in the test has frozen | A student is stuck on a question | A student can’t access part 2 of the test. How can I fix this?
If you are experiencing issues (e.g., timer issues or accessing Part B of a test), please ensure that you close out of the browser completely between test sessions.
If issues persist, in this order try:
Refreshing the page (e.g., press F5 or CTRL + F5 - this can vary across devices).
If the problem persists, logout and then log back in again.
Change to another browser (Firefox, Chrome) and log in.
The device may be too old or its screen resolution too poor. If so, try logging in on another device.
Note: It is ESSENTIAL that you logout from the old device before logging in on a new one.
If all else fails, set up a new test session for the school with the affected student as a sole occupant.
If you are contacting ERC DOTS support, please have the login numbers of affected students, the test session ID, and details of the devices and browsers being used to test.
The school internet crashed during testing | All screens are frozen. What do I need to do?
Ask all students to log out of the test and to close all browser windows.
Then, when the internet connection has been re-established, ask them to re-open their browsers and to log in as normal.
Please be assured that all questions answered before the crash have been saved to the system.
We need to test a student who was absent on the day that tests were administered, but now the test window has closed. What can I do?
You can arrange a new test session yourself from within ERC DOTS - simply set up a new session for the student who was absent (i.e., excluding all the students who have already tested).
Any test credits that are not used during a session become available again to be re-assigned once a test session’s end date has passed.
There is an additional student who needs to be added to the testing session, but testing has already started. What should I do?
Test sessions cannot be altered once they are Active.
Please do not edit classes/add student details to classes that are allocated to a test session - editing student details for classes that have been allocated to a test session may cause problems for that session.
The best approach in this case would be to create a new test session with the additional student as the sole occupant of the session.
If you need help with this, please contact us at dots@erc.ie or 01 8065 223.