Content Comparison

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1. Confirm that the email address we have on the ORDER is the correct email address for the Candidate, if not, contact Robert Adach to request it be changed
2. Have the Candidate look through their Junk/Spam folders to ensure that the email was not filtered incorrectly
3. With the new system, ASWB staff will no longer have access to the password for an account or need to change passwords as Candidates have the ability to reset their password themselves.
   1. Resetting the password is done by the user going to the https://products.aswb.org page and clicking on the "I forgot my password" link, then following the directions
   2. All password reset emails are sent to the email address (also their username) associated with the Candidates order
   3. ASWBCentral password requirements are shown to the user as they are changing their password. A copy of the requirements are located here.
   4. If the system indicates that an account could not be found, have the candidate use the "Forgot Username" link on the login page, and have them enter the email address we have on file.

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1. Verify the error message they are receiving
   1. The error message "Sorry, authorization not found. Please check your entries. If this is your first time logging into this practice test, then please check the password you were given when you purchased the test." is shown when they are logging into the OLD system. Have them attempt to log in to the correct
2. Ensure they are going to https://products.aswb.org
   1. Notice that they need to go to https://
3. Ensure that they have JavaScript enabled
   1. Have them go to https://www.enable-javascript.com/. If it is not enabled, they can follow the directions on that site to enable it.
   2. We do not expect ASWB staff to walk users through this process
4. Ensure that they are using the correct username
   1. Look up the order in Products and provide them the email address listed there,
5. Have them use the reset the password link
   1. Resetting the password is done by the user going to the https://products.aswb.org page and clicking on the "I forgot my password" link, then following the directions
   2. All password reset emails are sent to the email address (also their username) associated with the Candidates order
   3. ASWBCentral password requirements are shown to the user as they are changing their password. A copy of the requirements are located here.
   4. If the system indicates that an account could not be found, have the candidate use the "Forgot Username" link on the login page, and have them enter the email address we have on file.
6. Have them clear their browsers cache 
   1. Direct them to https://clear-my-cache.com/ (this is a third-party site not affiliated with ASWB in any way)
   2. In the upper right-hand corner of the page there is a button "Detect my browser", have the user press that button
      1. The page will now refresh to the specific instructions on deleting the cache for the browser they are using. 
      2. If it can not detect the browser, they are using a browser which we do not support

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