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1. First of all, have you disabled your firewall? (If yes, move straight to the next point). The page may not launch correctly if your firewall is operating. Please disable it temporarily and remember to switch it back on after completing the assessments!
2. What to do if the link in your email fails to launch your browser. (This problem accounts for more than 90% of all difficulties reported)
The problem: Usually, clicking an internet hyperlink in an email will launch your browser and open the relevant web-page. However, some security settings in Windows (especially Vista) and other security packages prevent this from happening automatically. You may get an error message saying ‘Page not found’, ‘Page does not exist’, ‘Unable to load page’, ‘page blocked’, etc..
The solutions: (i) Assuming that the firewall is already disabled, the quickest solution is to copy the link shown in the email and paste it directly into the address bar of your browser. Make sure you copy the link in its entirety (if you don’t know how to copy and paste, then try re-typing it carefully). (ii) Alternatively, locate the security settings in your system that prevent the link from launching automatically and change them. If you do not want this to be a permanent change, remember to re-set them following the assessment.
Most Common mistakes are:
Mis-typing passwords not recognising the difference between upper and lower case including additional spaces or line breaks when copying and pasting pasting a link into the ‘Google search bar’ rather than the internet address bar
If the solutions above do not address your problem, read on..
Firstly, please identify which Online System are you trying to access (there may be more than one), and then scroll down to locate the relevant section.
You can identify the systems by looking at the link(s) in your email. One or more of the following will be relevant:
GeneSys Online (a link to ‘www.genesysonline.net’) SHL Solutions v1 (a link to ‘www.shlsolutions.com’) SHL Solutions v2 (a link to ‘www2.shlsolutions.com’)
Problems using GeneSys Online
Problem: I have arrived at a blank page and there is no way forward. Solution: Press Enter on your keyboard. Problem: I’m not sure that my responses have been saved. Solution: Most likely, they will have been. However, close your browser, wait a few minutes and attempt to log back in from the same computer. If you receive a message with words to the effect of ‘This session has expired’, then relax, your responses have been saved. If you are able to log back in, your responses have not been saved. You will be able to see where you are and you may simply need to press the ‘finished’ key. If you are still unsure, please send us an email; we will confirm or otherwise. Problem: My internet connection was interrupted while I was in mid-session. Have my responses been saved? Solution: Most likely yes, but log back in from the same computer and check. Send us an email if you are unsure. Problem: It asks me for a reference.. What do I put? Nothing, you can leave it blank. Problem: My name is spelled incorrectly. Solution: You can correct it when you log into the system. Problem: The deadline for test completion has passed and I cannot access the system. Solution: Contact us immediately. Some employers place tight deadlines. Problem: The visible screen does not show all options. The web-page does not appear to have loaded correctly. - Solution: The most likely problem is that your computer is not up to date with necessary software. You may need to update your version of Adobe Flash (see: http://www.adobe.com/products/flashplayer/ . Also, once the software has been installed, you may need to re-start your system for the changes to take effect.
Problems using SHL Solutions v1
Problem: I cannot access the online system with my Username and Password. Solution: In virtually every case that we come across, the Username or Password has not been typed in correctly. Please try again before contacting us. Passwords are case sensitive. ALSO REMEMBER: If you have already accessed the system and CHANGED your password, the original password will no longer work! Ensure that you use your new password. If necessary, you can request an email confirming your new password. Problem: When I try to change my password, I get an error message. Solution: Passwords have to meet certain criteria (mix of lower case, upper case, numbers and special characters). Make up your own using the following as a template: Andrew1962! ... 1962!Andrew ... aNdReW!1962 Problem: I believe that I have logged in correctly but the system tells me I have no tasks to complete. Solution: Please log out, wait a few minutes and log back in again. If this fails, please contact us, giving details of your new password.
Problems using SHL Solutions v2
Problem: I cannot access the online system with my Username and Password. Solution: In virtually every case that we come across, the Username or Password has not been typed in correctly. Please try again before contacting us. Passwords are case sensitive. REMEMBER: If you have already accessed the system and CHANGED your password, the original password will no longer work! Ensure that you use your new password. If necessary, you can request an email confirming your new password. Problem: When I try to change my password, I get an error message. Solution: Passwords have to meet certain criteria (mix of lower case, upper case, numbers and special characters). Make up your own using the following as a template: Andrew1962! ... 1962!Andrew ... aNdReW!1962 Problem: I believe I have logged in correctly but the system tells me I have no tasks to complete. Solution: Please log out, wait a few minutes and log back in again. If this fails, please contact us, giving details of your new password.
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