Troubleshooting

Technical Requirements

Be sure that JavaScript is enabled.

If your computer locks up or freezes during the middle of the exam, refresh the page in your browser. If that does not work, close your browser and log back in. The work you have already submitted will be saved, and the exam will pick up at the point you left off.

If you are having trouble getting past the UA Login, or if the test is not loading on your computer, please visit the Office of Information Technology has a troubleshooting page.

If your troubleshooting questions are specific to UAF, please contact UAF eCampus Testing Services.

ALEKS Customer Support

Refer to the ALEKS Technical Support webpage if you have problems with the plug-in.

Phone: (800) 338-3987
Email: http://support.aleks.com
Website: http://www.aleks.com/faqs/technical

FAQs: Dealing with technical difficulties

I am having trouble getting past the UA Login page. What's wrong?

Before logging into the test you will need to setup your account and verify your computer meets the necessary requirements. The UA Office of Information Technology has set up a webpage to help troubleshoot this process: /oit/services/account-management/aleks-login-support/index.php

What if my computer crashes while taking the assessment?

If you have computer problems, you should be able to log back into the ALEKS Assessment and resume testing. When you log on again, ALEKS will bring you to the point at which you left off.

What type of computer do I need to use?

ALEKS with Respondus and Monitor requires a computer with internet and a webcam. The exam may be taken on a PC (Windows) or Mac (OSX), using any of the following browsers: Chrome, Safari, Firefox . It also may be taken on an iPad (iOS13+). Full computer requirments, and additional information can be found here.

What happens if I get a message saying, "Our system does not recognize that you are set up to access the ALEKS system"?

Please do the following:

If you recently confirmed your admission to UAA, UAF, or UAS, please wait for the system to update. It may take up to 1-2 business days.

If you confirmed your admission more than 1-2 business days ago, please contact the Office of Information Technology. Please include your UA student ID number so that we can best assist you.

If you have questions about ALEKS and the registration process, contact your Registrar's Office: UAA, UAF, or UAS.