Troubleshooting Tips from Pearson

Troubleshooting Tips from Pearson
Troubleshooting Tips
Review the tips in this document if you are encountering difficulties with:
•
•
Uploading files
o
Network Speed
o
File Size
o
File Format
System errors
Please note that links to third-party software are provided by Pearson as a courtesy, and do not constitute an
endorsement of any third-party products or services you may access. If you do access a third-party site and/or
software, you do so at your own risk.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
1
Uploading Files
If you are having problems with Network Speed:
Symptoms
Likely Causes
Uploading process takes longer Your primary Internet or
than one hour
network connection may be
too slow.
System times out before
upload is complete
System seems stuck on
"processing" after I've
uploaded my file
The system does require time
to process files: up to 15
minutes for documents and 1
hour for videos. Your files
should appear in the "Ready"
state after this time.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
What To Do
Where to Find More
Information
Use the free Speed Test Tool
to determine your network
speed.
See the Using the Speed Test
Tool section of this document.
If your connection is too slow,
try using another network or
try compressing your file to
reduce the size.
You can perform other
functions in the Pearson
ePortfolio system while a file
is in the "Processing" state.
See Using the Pearson
ePortfolio System—
Candidates for more
information.
2
If you are having problems with File Size:
Symptoms
Likely Causes
Uploading process takes longer Your video file is too large—
than one hour
over 500 MB (the
recommended file size is 200
MB to 300 MB).
System times out before
upload is complete
Error message indicating that
a file size is too large
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
What To Do
Where to Find More
Information
Use a video conversion tool to
reduce the size of your video
file.
Video Compression Guide for
PC Users
Note that you may continue
working on other areas of
your assessment while a file
is being processed by the
system.
Video Compression Guide for
Mac Users
These documents describe
how to download and install a
video conversion tool to
convert a video file into an
appropriate format and size
for uploading.
3
If you are having problems with File Format:
Symptoms
Likely Causes
What To Do
Where To Find More
Information
Error message indicates my
video file is in the wrong
format
Your video file is not in one of
the acceptable formats:
Use a video conversion tool to
convert your video file into
one of the acceptable
formats.
Video Compression Guide for
PC Users
The system won't accept my
image file
.flv, .asf, .qt, .mov, .mpg,
.mpeg, .avi, .wmv, .mp4, or
.m4v
Image files (e.g., .jpg, .bmp,
.gif) are not valid file formats
for submission.
I can't choose the file I want to Your file is not in one of the
upload
accepted file formats.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
Video Compression Guide for
Mac Users
These documents describe
how to download and install a
video conversion tool to
convert a video file into an
appropriate format and size
for uploading.
Insert the image into a
Microsoft Word or OpenOffice
Writer document, and save it
using the "File/Save" or
"File/Save As..." features in
those applications.
See your edTPA Assessment
Handbook and templates for a
list of accepted file formats
for each Part.
Refer to the Part template for
complete information
regarding the acceptable file
formats for each Part.
See your edTPA Assessment
Handbook and templates for a
list of accepted file formats
for each Part.
4
Using the Speed Test Tool
To determine the network upload and download speeds for the Internet connection you are using to access the
Pearson ePortfolio system, follow the instructions below.
1. Click on this link or enter the following
URL into your browser address bar:
http://www.speedtest.net
2. Click "Begin Test." (Do not click "Start
Now.")
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
5
3. SpeedTest.net will test your download
speed and then your upload speed.
4. A "speedometer" will appear as the
website tests your network connection.
5. While the "speedometer" is moving, the
site is still determining your connection
speed. Please do not close your
browser.
6. At the conclusion of the speed test, your
results are displayed. The download and
upload speeds are provided in Mbps
(Megabits per second).
7. Please note the "Download Speed" and
"Upload Speed" values and provide
them to Customer Support, if you were
asked to do so.
8. You may now close your browser.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
6
If Your Internet Connection is Too Slow
Use the following chart to help identify steps you can take to ensure your video uploads successfully. If you
continue to experience difficulties, contact Customer Support.
If Your Upload Speed Is:
And Your File Size Is*:
Please Try the Following:
Less than 1.5 Mbps
Less than 200 MB
Try to upload on your institution network or another
broadband network.
200 MB or greater
Convert your video to a smaller file size.
Less than 200 MB
Try to upload again on your primary network connection,
possibly at a different time of day.
1.5 Mbps or greater
Try to upload on your institution network or another
broadband network.
200 MB or greater
Convert your video to a smaller file size.
* Video files must be in one of the following video file formats: .flv, .asf, .qt, .mov, .mpg, .mpeg, .avi, .wmv,
.mp4, or .m4v. If it is not, try to convert your video to the appropriate format using the software for your digital
video camera. Compression and conversion instructions are also available for both PC and Mac computers along
with other helpful information at the edTPA.com Prepare page for candidates.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
7
System Errors
Symptoms
Likely Causes
What To Do
Where To Find More
Information
File was uploaded, but cannot
be viewed in the Pearson
ePortfolio system
The file may still be uploading,
or the system may be
processing your file.
Wait for the system to display
the "Ready" status. If the
"Ready" status is displayed
and you can’t view your file,
you may need to update your
web browser.
See the System Requirements
provided in the general edTPA
FAQs on the edTPA website,
as well as additional
information found within the
FAQs.
File was uploaded, but the
system will not accept a
request for faculty feedback
The file may still be uploading,
or the system may be
processing your file.
Wait for the system to display
the "Ready" status.
Files have been uploaded but
the Task Part cannot be
marked Ready to Submit
The system may be processing
your file, or the minimum file
requirement has not been met
for the Part.
Make sure each Task Part
displays a "Ready to Submit"
status on the Portfolio
Summary page.
You have not reviewed the file. Review each file you upload.
You must review every file
before marking a Task Part
Ready to Submit.
Files have been uploaded but
portfolio cannot be submitted
for scoring
Not all Task Parts have been
marked Ready to Submit.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
Refer to Using the Pearson
ePortfolio System—
Candidates and the video
tutorials available at the
edTPA.com Prepare page for
candidates for additional
information and step-by-step
instructions.
Make sure each Task displays
a complete "Ready to Submit"
status on the Portfolio
Summary page.
8
For Additional Support
Please refer to the edTPA.com Prepare page for candidates for additional information and instructions on using
the Pearson ePortfolio system, including video tutorials.
If after reviewing the information provided here, you require additional assistance, please refer to Contact Us on
the edTPA website for Customer Support information.
Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved.
Evaluation Systems, Pearson, P.O. Box 226, Amherst, MA 01004
9
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