Troubleshooting
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      2. SigmaAssessments.Com (SAC)
      3. Troubleshooting

      Smooth Testing Sessions: Your Quick Start & Troubleshooting Guide

      Here's a quick troubleshooting and setup summary.

      1. Before Testing — Preparation Steps

      Key checks before any live session:

      • Group size & network capacity: Ensure your internet can handle your group size (see Wi-Fi/Network section below).

      • Test platform access: Run a mini test at least 1 week before the live session to confirm both Admin and Respondent platforms are accessible.

      • Respondent readiness:

        • Each respondent needs a unique re-entry code (write this down before starting).

        • Devices should have ≥2GHz CPU and 8GB RAM.

        • Supply pen and paper to record codes.

      • Wi-Fi optimization: Before testing, toggle Wi-Fi off/on on all devices to spread the load evenly across access points.

      2. Environment & Network Configuration

      IT setup and connectivity checklist:

      • Whitelist / Allowlist required URLs:
      *.sigmaassessments.com
      sigma-app.azurewebsites.net
      sigmaassesscdn2.azureedge.net
      cdn.sigmaassessments.com
      sigmaassessstatic.blob.core.windows.net
      cdnjs.cloudflare.com
      https://checkout.stripe.com/
      • (Optional helpful URLs):
      fonts.gstatic.com, www.google-analytics.com, www.googletagmanager.com
      • Run the “Profiler” tool:
        https://www.sigmaassessments.com/profiler to check performance and coverage.

      • Network speed benchmarks (see chart on p. 3):

          • ✅ >8 Mb/s (64 Mbps): Best experience

          • ⚠️ 6–8 Mb/s (48–64 Mbps): Minimum acceptable

          • ❌ <6 Mb/s (48 Mbps): May cause timeouts

          • Example: 1000 Mb/s bandwidth supports ~500 respondents at 2 Mb/s each.

      • Supported browsers: Chrome 85+, Firefox 91+, Safari 15+, Edge 85+ (❌ No Internet Explorer).

      3. Mini Test / Pre-Session Validation

      Purpose: Identify technical or access issues early.

      Verify:

      • All URLs are unblocked.

      • Admin can create, monitor, and close batches, and generate reports.

      • Respondents can:

        • Join with room code

        • See images load correctly (esp. in MAB II)

        • Exit and resume using re-entry code

        • Complete and submit assessments properly

      4. Troubleshooting During Testing

      If Respondents Are Disconnected or See an Error:

      • Ask if they saw an orange outage banner (indicates connectivity issues).

      • They can resume using their re-entry code once connection returns.

      • Ensure they submit at the end of each subtest to save responses.

      If Browser or Tab Is Closed:

      • Respondent is automatically logged out and must re-enter with code.

      If Wi-Fi or Server Outage Occurs:

      • Responses during outage are stored locally in the browser.

      • Respondents must stay on the same tab and submit when reconnected.

      • If they close before submitting, data may be lost.

      If Electrical Outage Occurs:

      • Laptop users: Can continue; data saved as above.

      • Desktop users: Some responses may be lost if power cuts before save.

      5. Key Tips for Reliability

      • Always run a mini test in the actual testing space.

      • Ensure multiple Wi-Fi access points for large groups.

      • Instruct respondents clearly about:

        • Not using browser Back/Forward buttons

        • Staying in the same tab

        • Writing down and safeguarding re-entry codes

      To save the SAC Onboarding Guide for future reference, please download this file.