Problem
If you see a "Sorry, we couldn't connect" error message while trying to log into your ExamSoft account, you are not alone! This usually happens when there's a discrepancy authorizing your login credentials from your school's system.
This guide will help you answer the following questions:
- How do I log into my account?
- How can I get logged into my account?
- Why am I being asked to log in again after entering my credentials?
Procedure
- Video Guide
- Verify the Error Code
- errorcode=102
- errorcode=6
- errorcode=4
- Additional Error Codes
Steps to Take
Watch the video below to learn how to troubleshoot missing exam downloads in Examplify. Please feel free to pause and review the steps or adjust the playback speed as needed. Otherwise, review an overview of the steps below:
Verify the Error Code
Before troubleshooting, you should verify the error code in the URL. This will give you an idea on what the issue is and how to fix it. You can find the error code by looking at the web address (URL) bar at the top of your browser window on the error page.
- Look at the very end of the URL for errorcode= followed by a number.
- Once you have the error code, follow the steps for the appropriate option below.
errorcode=102: Unsupported Browser
This error means you are using an incompatible internet browser, or your device has an incompatible browser set as the default.
Examplify requires specific, secure browsers to process your institution's login credentials. Ensure you have one of the following installed and set as your default browser on your device:
- Google Chrome
- Mozilla Firefox
Note: Browsers like Safari, Microsoft Edge, or Internet Explorer may cause the authentication process to hang or fail.
errorcode=6: External ID is Missing or Incorrect
This code indicates that your account's backend External ID is either missing or incorrectly configured between your institution's database and ExamSoft.
- Because accounts are entirely created and managed by your institution, you must contact your institution’s IT Helpdesk or instructor to fix this.
- Note: ExamSoft Technical Support cannot modify your account or change this ID for you.
errorcode=4: Outdated Browser Data
This error typically happens when old, corrupted login data is saved in your browser, causing the secure login connection to fail.
- You need to clear your browser's cache and cookies to get a clean slate.
- Follow the steps in the guide below for steps on how to do this.
Additional Error Codes
If you received an error code other than the ones mentioned above, review the Enterprise Portal: SAML Error Codes article for additional troubleshooting steps.
Still Not Working? If you're still stuck, check out our comprehensive Login Loop guide for advanced browser troubleshooting.