For clarity, this article only references the features and functionality that are available as of the January 2022 release. Future enhancements and functionality are planned for a upcoming releases.

Changes to the product

Starting May 9th 2019, all new purchases of Practice Tests will be accessed through the new ASWB Online system. Candidates who have purchased a Practice Test prior to this time will continue to access their Practice Test using the existing access method. The practice Tests themselves will NOT be changing, only the ways that the Candidate will order the practice Test online and the way they will access the newly purchased Tests.

Ordering process (Online)

1. Accessing the order form

   1. Candidates who have never purchased an practice Test through the new system should go to https://products.aswb.org/practiceexam

      1. The Candidate will provide their Authorization to Test Number, First Name and Last Name to verify their eligibility

   2. Candidates who have previously purchased an Test through the new system may also purchase an Test by logging into their account at https://products.aswb.org or https://application.aswb.org, and going to the Products area.

      1. The system will show the individual the Practice Tests that they are eligible for automatically

Accessing Content

1. Once the Candidate has received their email, if they did not have a previous purchase with us, when they log in they will be asked to change their password.

2. Once logged in, the user will be taken to the Individual Practice dashboard which has four (4) tabs

   1. Available - All activated Individual Practice Tests items for the Candidate

   2. Not Yet Available - All Individual Practice Tests purchases that are pending activation (if the Candidate purchased multiple copies of a Test category (e.g. 2 Masters), they are only able to activate and use one at a time.

   3. Expired - All Individual Practice Tests purchases that have previously expired (any items that are now expired)

Supporting Candidates & Troubleshooting (post-sales)

Did not receive their password

1. Confirm that the email address we have on the ORDER is the correct email address for the Candidate, if not, contact a Specialist who can update the account email in the ASWBCentral Site Admin tool.

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.

If a user is having issues logging in:

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

If they are indicating that they are not able to access the practice test after clicking on the "GO!" button on the user agreement page

1. Please use the following: (this has been worded as a email response since the majority of communication with these candidates will be through the practicetest@aswb.org email address.

If they are indicating that a specific category they purchased is not showing up, or is not available

1. Look up the order in Products and confirm

   1. that the missing category was purchased

   2. that the Username they are logging in with matches the email address on the order

   3. if the username is different, attempt to locate an order with the username they are using, if there is one verify that the Candidate ID on both orders are the same 

   4. verify that it has been at least 30 minutes since the order has been placed

   5. If the items above have all be verified, please capture the following information and forward it to a manager. The IT team will look into it

      1. Description of the issue (Category not showing at all, category not accessible)

      2. The name of the Candidate

      3. The Candidate IDs

      4. the username they are logging in with

      5. Contact information of individual we should work with

         1. Their name

         2. Their email address

         3. at least one phone number

         4. What is the best way to contact them

         5. When is the best time to contact them

      6. The order number(s) of the purchase(s) for the category they are having issue with

If they are receiving an error message other than the “An error has occurred, contact support” when trying to purchase or use the Practice Test:

1. A complete list of the error messages, their cause and steps to take to resolve the issue can be found in this document

Open

The Candidate’s order has been imported but it is not on their ASWBCentral Account

1. Create a Jira ticket using the “Practice Test - Order not on Account” request type

2. Provide the following items

   1. Authorization to test number associated with the practice test

   2. Candidates Last Name

   3. Candidates First Name

   4. Email address associated with the Candidates ASWBCentral Account

For Candidates who first accessed their practice test prior to 1/11/2022

If they are indicating that they are not able to access the user agreement when they click the "Launch" button

Please use the following: (this has been worded as a email response since the majority of communication with these candidates will be through the practicetest@aswb.org email address.

For Candidates who first accessed their practice test on or after 1/11/2022

The candidate receives a message “You did not agree to the terms of the Association of Social Work Boards Confidentiality Statement and have forfeited your examination appointment and examination fee

This occurs when the candidate took more than the allotted time to accept the Confidentiality Statement or accidentality pressed the decline button.

To correct this issue:

1. Log into the Site Admin tool

2. Locate and access the Candidates record

3. In the candidates User record locate the practice test which is displaying the message

4. Click on the “Issue new IPT” action link.

For Candidates who failed to extend their Practice Test time limit and have already accessed/passed the Confidentiality agreement

To correct this issue:

1. Inform the candidate that ANY progress made on the Practice Test will be lost

2. Log into the Site Admin tool

3. Locate and access the Candidates record

4. In the candidates User record locate the practice test which is displaying the message

5. Click on the “Issue new IPT” action link.

Requirements for Jira tickets

The following items should be included whenever you are opening a Jira ticket for support. Those with a * are required.

• Candidates name as it appears on their registration*

• Authorization to test*

• Candidates email address on their ASWBCentral account (if they already have one)

• A description of what the issue is.*

  • Example: If the user is receiving the "An error has occurred" error message, we MUST know that the candidate did immediately before the error was shown. For example, Candidate pressed the "Validate address" button.

• The latest email thread from the candidate including any screenshots, if available*

• List of troubleshooting steps already attempted (if not included in the email thread)*

• If not stated in the email thread from the Candidate (not needed for issues of missing/incorrect PT data)

  • The Candidates browser and version

  • The Candidates operating system

  • The type of internet connection the candidate is using (Home, School, Work)

FAQs

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