How Can I Troubleshoot Technical Issues in Riverside Score?

1. Basic Browser Troubleshooting

If Riverside Score is not loading correctly, buttons are unresponsive, or you're experiencing unexpected errors, try the following troubleshooting steps.

Important - Before Starting

Clearing your browser's cache, cookies, or website data may permanently delete audio recordings that have not been saved and offline test data that has not been uploaded or synchronized. Deleted recordings or test data may not be recoverable.

Before clearing your cache or cookies, make sure all testing data and audio recordings have been successfully saved or uploaded.

If you are unsure whether your data has been uploaded, do not clear your cache or cookies. Contact Riverside Support for assistance.

Troubleshooting Steps:

1. Clear your browser's cache.
2. Close and reopen your browser.
3. Log back into Riverside Score.

4. If the issue continues, try a different browser, such as Microsoft Edge or Mozilla Firefox.

2. Woodcock-Johnson V (WJ V) Troubleshooting

If you're experiencing issues administering WJ V, first determine whether the problem is occurring on the examiner's computer or the examinee's iPad.

Examiner's Computer

• Follow the basic browser troubleshooting steps above if you are not actively testing and have no unsynchronized data.
• Confirm your browser meets the WJ V System Requirements.

Examinee's iPad

If you're experiencing loading issues, connection problems, or unexpected errors while administering the Woodcock-Johnson V (WJ V) on an iPad:

1. Confirm the iPad is connected to the internet when testing online.
2. Clear Safari's cache and website data.
3. Return to Riverside Score and try again.
4. If the issue continues, note the error message or take a screenshot to share with Riverside Support.

Important: Before clearing Safari's cache or website data, ensure there is no active testing session or unsynchronized offline testing data. If you're unsure, contact Riverside Support before proceeding.

Additional WJ V Troubleshooting Resources

• How to Run a WJ V Speed Test — For slow loading or connection difficulties.
• WJ V: Using Offline Mode — For offline testing, device connections, and synchronization.

3. Battelle Developmental Inventory, Third Edition (BDI-3)

If you're experiencing issues with the BDI-3 Mobile Data Solution (MDS):

1. Check your device's internet connection when attempting to synchronize records.
2. Identify whether the issue occurs during login, administration, or synchronization.
3. Record any error messages that appear.

Additional BDI-3 Resources

• BDI-3 Mobile Data Solution — Instructions for using MDS and its features.
• Troubleshooting Missing BDI-3 Test Records — For assessments that do not appear when generating reports.

4. WJ IV, Batería IV, and WMLS III

If you're experiencing technical difficulties with these assessments:

1. Complete the basic browser troubleshooting steps in Section 1.
2. Confirm that you're using a supported browser.
3. Record any error messages and identify where the issue occurs.

5. Still Experiencing Technical Issues?

If the issue continues, please contact Riverside Support with the following information:

1. Assessment: Which Riverside Score assessment are you using?
2. Issue: What are you trying to accomplish, and what happens instead?
3. Error Message: What exact error appears? Include a screenshot if possible.
4. Device and Browser: Are you using a computer, iPad, or other device? Which browser?
5. Troubleshooting: Which steps have you already attempted?

Please avoid sharing passwords or confidential examinee information in screenshots.

Contact Riverside Support: inquiry@service.riversideinsights.com

Providing these details helps our team investigate the issue more efficiently.