This article provides troubleshooting steps and best practices to improve performance and resolve issues such as slowness, unresponsiveness, or freezing when using CertMaster labs.
1. Quick Troubleshooting Ideas
If you are facing slowness, unresponsiveness, or freezing while working within CertMaster’s Lab simulations, try these things first:
- Restart your computer (and reset your router if you can)
- Close any other programs and browser tabs that don’t need to be running
- Clear your browser cache and cookies
- Try the labs in a different browser, because browsers can perform very differently
- If a certain task always freezes, try doing that task and the task immediately before it in the exact way taught in the Hint, Show Me, or Explanation found in the lab report shown after clicking Done
Important: CertMaster labs can be resource intensive. If you continue experiencing issues after trying the steps above, verify that your device and network meet the current CertMaster Platform and CertMaster Labs system requirements.
See:
- What are the system requirements for the CertMaster Platform?
- What Are the Technical Requirements for Using CompTIA CertMaster Labs?
2. Advanced Troubleshooting Ideas
Close programs that don’t need to be running
Some programs and browser extensions, add-ons, toolbars, or plugins can slow you down and consume system resources. Others automatically start in the background when your computer starts.
Before restarting your computer, try disabling programs that do not need to launch automatically. This can free up resources for CertMaster.
Disable unnecessary startup programs
Helpful article:
https://www.howtogeek.com/173347/beginner-geek-everything-you-need-to-know-about-disabling-startup-programs-on-windows/
Disable unnecessary browser extensions, add-ons, toolbars, or plugins
Check for malware
Malware can affect your experience with CertMaster.
Look through your installed programs and browser extensions. Watch for toolbars you did not intentionally install, repeated pop-up windows, or browser redirects.
If you notice anything suspicious, consider removing it and running a malware scan.
We recommend the free version of MalwareBytes:
https://www.malwarebytes.com/mwb-download/
Review antivirus, security software, or firewalls
Third-party antivirus, security software, or firewalls can interfere with comptia.org. They can slow performance, block content, or cause crashes.
Temporarily disable these services to determine whether they are causing the issue.
If performance improves, consider:
- Whitelisting comptia.org
- Switching to a different security solution
- Using your operating system’s default security tools
Kaspersky-specific issue
Kaspersky includes a setting that may be incompatible with CertMaster.
Disable:
Kaspersky Settings → Additional → Network → Traffic Processing → Inject script into web traffic to interact with web pages
If you are on a laptop, plug it in
Laptops may reduce performance when operating on battery power.
Check your internet speed
If your internet speed is below the minimum requirements, lab loading times may be longer than expected.
Contact your Internet Service Provider (ISP)
If you are paying for speeds above 3.6 Mbps but receiving significantly less, contact your ISP for assistance.
Use a faster connection if available
If your connection is slower than 3.6 Mbps, consider upgrading your internet plan or using a faster, more reliable connection, such as one available through your school or public library.
Reduce local network usage
- Disconnect devices that are not in use
- Connect directly to your router using an Ethernet cable
- Test on another computer or network if available
Undo recent changes
If performance issues only recently started, consider undoing recent changes that might have contributed to the problem.
Examples include:
- Uninstalling recently installed software
- Removing recent updates
- Restoring your computer to an earlier restore point
3. What to Do If a Lab Becomes Unresponsive or Frozen
- Wait one or two minutes without clicking or typing anything. Responsiveness may return.
- Try resetting the lab or task using the Reset or Reset Task button.
- Close the browser tab, select Close this message and end the lab, and then restart the lab.
- If you are in an instructor-assigned assessment or certification exam, note the question number where the issue occurred.
- Close your browser and work through the troubleshooting steps in Sections 1 and 2 of this article.