We want everyone to make the best use of our platform, ensuring that both students and staff have a smooth, effective testing experience. However, we understand that sometimes issues may arise. This article will guide you through some common problems you might encounter and how to mitigate them quickly.

Our goal is to ensure that you feel confident in handling any challenges so that your focus remains on supporting your students. If you run into issues not covered here, please don’t hesitate to contact us at hello@talamo.co.uk

Problems with the admin

Problem

Unable to import students

Solution

Double check all of the fields are correctly filled in. You can read more details on this page here. If the problem persists, email us at hello@talamo.co.uk and we’ll help resolve!

I need more credits

The quickest way to get more credits is to email us at hello@talamo.co.uk. We’ll then add them to your account and send an invoice after.

I want to give my coworker access

Currently, we provide one school login per account. If you’re comfortable sharing the password with your colleague, this is the best practice for now. We are working on developing multi-user access for the future.

Problems with the test

Student cannot hear audio or video

You may have a security setting blocking out platform. To solve this, you can ask the IT the following “Please can you whitelist both audio and video from https://www.datocms-assets.com/. This is required to ensure that the Talamo dyslexia screener functions properly.”

This should enable audio and video on the platform.

Student makes a mistake

If a student makes an error, click the cross in the top left corner of the screen to reset that section of the test. This allows the student to start that part of the test again.

Student is clicking too quickly

Ask the student to slow down and focus on each question. If the issue persists, use the cross in the top left corner to reset the section of the test. Rapid clicking is flagged on our end, so it’s monitored for accuracy.

Student not paying attention

Remind the student of the importance of the test and encourage them to concentrate. If this happens during a timed section, click the cross in the top left corner to reset that part of the test. Pausing to regroup can often help refocus attention.

IF this persists, we would recommend they take the test in chunks to ensure focus throughout.

Student hasn’t finished in time

You can use the student’s test code to allow them to finish another time. Ensure they stop at the beginning or end of a subtest, so they can easily pick up where they left off without losing progress.

Student is being distracted by friend

Restart the current activity and consider moving the students to different areas to minimise distractions. Keeping students apart during testing helps ensure more reliable results.

Student struggles with mouse or keyboard

If a student has trouble using a mouse or keyboard, consider providing one-on-one support during the test. Arrange for a teaching assistant or support staff to sit with the student and guide them through the process. This personalised assistance can help the student navigate the test more effectively and reduce stress.

Student under 9 struggling

Our platform is tailored for ages 7 and above. However, for those aged 7-8, we recommend one assistant for every 10 students for this age group, so they can have enough adults to respond to concerns if they have them.

Crash or internet drops out

If the system crashes or the internet goes out during a test, click the cross in the top left corner to restart the activity. Depending on how severe the internet outage was, it might be best to log out entirely and log back in. This will ensure the data is all saved correctly.

Student blocked by a bug

If there is an issue that is stopping a student completing an activity, log out and log back in. If this hasn’t rectified the issue, email us at hello@talamo.co.uk and we’ll sort for you.

Student asked to re-do activity

This usually occurs when the system detects performance issues during the activity, often indicating the student may not have understood the instructions. Consider discussing the test content with the student and possibly retaking it with guidance.

Problems with the report

I can’t see the results

Results might be delayed for manual review. Please allow up to 48 hours. If they still don’t appear after this time, contact hello@talamo.co.uk for further assistance.

I disagree with some of the results

If you have concerns about the accuracy of a student’s results, please contact us immediately. We take such cases seriously and will investigate to ensure the results reflect the student’s true abilities.

I don’t understand a recommendation

We are always looking to improve our reports. If you find any recommendations unclear, please get in touch with us, and we will provide further clarification and guidance.

A link doesn’t working in the recommendation

Links sometimes change so they may break occasionally. If you spot any that are broken, we’d appreciate you letting us know at hello@talamo.co.uk!