CCAT Technical Problems: Troubleshooting and Support
A technical problem should be handled through the official event and support process.
Do not create a second account, start an unauthorized replacement test, or assume that the timer paused.
Record the issue, protect the Event ID, and contact official support or the employer as appropriate.
Prepare under realistic CCAT conditions before test day
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Use our CCAT practice comparison and online tests first, or take the free 30-question CCAT practice test. For an external alternative, review the JobTestPrep CCAT PrepPack.
Current Official Recovery Steps
Criteria identifies outdated browsers and internet interruptions as common loading causes. Before returning, confirm a stable connection and enable required cookies and JavaScript. For an “Error submitting test” message, return to the regional Assessment Center with the Event ID; the event may allow final submission or resumption. For “You cannot restart this event again,” contact Criteria support through the Assessment Center.
An expired link is different from a technical failure: only the employer can extend or reopen an expired assessment. Never create a duplicate account or unauthorized replacement event.
Technical Problems at a Glance
| Problem | Immediate response |
|---|---|
| Link invalid | Copy and paste the complete original URL |
| Event ID rejected | Recheck characters and regional Assessment Center |
| JavaScript disabled | Enable it for the official site where permitted |
| Page does not load | Check connection, browser, cookies, and duplicate tabs |
| Assessment freezes | Avoid repeated clicking; record the error and follow recovery instructions |
| Internet disconnects | Restore the connection and follow the official event status |
| Browser closes | Return through the original invitation only as instructed |
| Device shuts down | Restore power, return through the authorized event, contact support |
| Timer concern | Do not assume it paused; ask official support |
| Link expired | Contact the employer |
| Event cannot resume | Preserve evidence and request authorized next steps |
Before the Test: Reduce Preventable Problems
Prepare:
- compatible device;
- current browser;
- JavaScript and required cookies;
- stable connection;
- sufficient battery or power;
- complete invitation link;
- private Event ID;
- official support contact;
- quiet environment;
- closed unnecessary applications.
Do not disable security software or bypass device policy.
Use the CCAT test-day checklist.
Link Will Not Open
Return to the original invitation.
Check:
- full URL copied;
- no line break removed a character;
- no punctuation was added;
- deadline remains active;
- employer security tool did not rewrite the link incorrectly.
Paste the complete URL directly into the browser.
When it still fails, contact official support or the employer.
JavaScript Disabled
Criteria’s candidate application requires JavaScript.
Enable JavaScript for the official assessment domain where permitted.
On a managed device, contact the administrator instead of bypassing restrictions.
Do not install an unknown extension or disable broad protections.
Cookies Blocked
Criteria’s candidate FAQ advises cookies and JavaScript for return access.
Allow required cookies for the official site where permitted.
Avoid opening many private or duplicate sessions.
If organizational policy blocks cookies, use an approved device or contact support before beginning.
Browser Loading Loop
A loading loop can result from:
- outdated browser;
- blocked scripts;
- cookie restrictions;
- unstable connection;
- duplicate tabs;
- stale session;
- managed-device policy.
Try only low-risk steps before the timer begins:
- close duplicate event tabs;
- confirm connection;
- update or use a supported browser according to official guidance;
- reopen through the original invitation or Assessment Center;
- contact support.
Do not repeatedly clear data or restart the event after the timer begins without instructions.
Assessment Freezes Before the Timer Starts
If the scored section has not begun:
- wait briefly for the page to respond;
- note the error;
- avoid repeated start clicks;
- reload only when the page or official support instructs you;
- verify the Event ID and deadline.
Do not press start until the environment is ready.
Assessment Freezes After the Timer Starts
Treat this as a live-event issue.
Record:
Date and local time:
Time zone:
Event ID:
Assessment name:
Device:
Browser:
Connection type:
Exact error message:
Question content visible: do not record it
Timer status:
Actions already taken:
Where permitted, capture the error interface rather than the secure question.
Contact official support promptly.
Internet Connection Fails
Do not assume that:
- the timer paused;
- the answer was saved;
- the event automatically resumed;
- a retest will be granted.
Restore the connection, follow displayed recovery instructions, and return through the authorized event.
If status remains unclear, contact official support and the employer.
Browser Closes Accidentally
Reopen the official invitation or Assessment Center according to official guidance.
Do not create a new event.
Record the time and whether the event resumed.
If the page requests the Event ID, use the original assigned ID.
Device Shuts Down
Restore power and connectivity.
Then:
- use the original invitation;
- follow the displayed recovery process;
- avoid a duplicate account;
- contact support if the event does not resume;
- notify the employer when the event status or deadline is affected.
Mobile Screen or Orientation Problem
A specific assessment can be incompatible with mobile or tablet use.
Follow the compatibility warning.
Do not force unsupported desktop mode or continue when essential content is not visible.
Use a supported device before beginning where possible.
Keyboard, Mouse, or Touch Problem
Before the timer:
- confirm input controls work;
- disconnect malfunctioning peripherals;
- use an approved replacement;
- test ordinary browser interaction on a non-assessment page.
During the assessment, avoid extensive hardware changes unless necessary.
Record the problem and contact support when it prevents responses.
Zoom or Display Problem
Do not assume that changing zoom, orientation, accessibility settings, or display scaling is permitted or harmless during every event.
Use official compatibility and accessibility guidance.
Where an approved adjustment is needed, arrange it before starting.
Audio, Camera, or Microphone Problem
Not every CCAT event uses monitoring.
When the event requires a camera or microphone:
- follow the displayed instructions;
- confirm permissions before the scored section;
- review privacy information;
- contact the employer before starting if you cannot comply or need an adjustment.
Do not bypass proctoring controls.
Error After Submitting an Answer
Do not repeatedly click the same option or submit button.
Wait for the interface to respond.
When the page remains stuck, record the error and contact support.
Do not assume whether the answer was stored.
Completion Confirmation Missing
Preserve:
- final page shown;
- local completion time;
- Event ID;
- any email confirmation;
- error message.
Ask official support or the employer to confirm receipt.
Do not complete another event unless authorized.
Link Expired After a Technical Problem
The employer controls extension and retake decisions.
Send a concise record of:
- when you attempted the event;
- what failed;
- whether the timer had begun;
- official support case where available.
Request authorized next steps rather than demanding a particular outcome.
Retest Decisions
A technical problem does not automatically create a retest right.
The employer or authorized administrator decides whether to:
- reopen the same event;
- issue another event;
- accept the existing result;
- use another assessment step.
Use the CCAT retake guide after that route exists.
What Not to Do
Do not:
- create another candidate account;
- use another email to bypass the event;
- guess or alter the Event ID;
- use another candidate’s link;
- open many simultaneous sessions;
- record secure questions;
- disable security software;
- use a VPN to evade restrictions;
- claim a practice test replaces the assigned event.
Support Message Template
Use a concise factual message:
I experienced a technical issue while accessing/completing the Criteria assessment for [role] on [date and time, time zone]. The error shown was [exact message]. My Event ID is available privately for official support. The event [did/did not] resume. Could you please confirm the event status and authorized next step?
Send the Event ID only through the official support or employer channel.
Frequently Asked Questions
Will the CCAT timer pause if the internet fails?
Do not assume that it will. Only the official system or support can confirm the event status.
Can I restart the test after a freeze?
Follow official recovery instructions. Do not start a replacement event without authorization.
Does a technical problem guarantee a retest?
No. The employer or authorized administrator controls the retest decision.
Should I create another account?
No, unless official support or the employer explicitly instructs you.
Can I take a screenshot of the error?
Where permitted, capture the error interface without recording secure question content.
Who should I contact?
Use displayed support instructions, Criteria candidate support, and the employer for deadline or retest decisions.
What information should I record?
Record time, time zone, Event ID, device, browser, connection, exact error, timer status, and whether the event resumed.
Official and Independent Sources
Maintain current facts using:
- Official Criteria candidate FAQs
- Official Criteria candidate preparation guidance
- Official Criteria candidate resource hub
- Official Criteria CCAT overview
- Official CCAT candidate guide
Official sources control event access, test format, device compatibility, languages, results, and support. Independent preparation providers supply practice rather than live-event administration.
Independent-Site Notice
CCATPracticeTest.com is an independent information and test-preparation website.
It is not affiliated with, authorized by, sponsored by, or endorsed by Criteria.
Criteria, CCAT, UCAT, HireSelect, employer names, product names, and related marks may be trademarks of their respective owners.
Do not send this website an Event ID, assessment link, login credentials, private employer communication, medical information, or secure live questions.
This page cannot inspect the live system, determine whether answers were saved, pause a timer, or authorize a retest.
The official invitation, live instructions, authorized support response, and employer communication take priority over third-party guidance.
Final preparation checklist
Pair this guide with the CCAT test-day guide, last-minute checklist and a timed run on the free and premium CCAT practice tests. Broader preparation: preparation guide, AptitudeTests.org CCAT practice and JobTestPrep CCAT PrepPack.