Troubleshooting: Scores Not Recording in CertMaster
If students believe their scores are not recording correctly, it is often due to misunderstanding how progress and scoring work within the platform. Please review the following points before submitting a help request.
1. Consistently Unrecorded Scores
If a student can consistently complete and score an activity but the score does not appear in reports, please submit a help request so we can investigate.
2. Inconsistent or Suspected Score Loss
If score recording issues are inconsistent, students should:
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Take full-screen screenshots of the score report immediately after completing labs or exams.
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Save browser history, as each item has a unique URL. This may help confirm activity occurred, assuming the history hasn’t been cleared.
3. Error Messages
If students see error messages, this usually means something failed to load or post to the server. If a score fails to save:
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Click "Retry" to attempt again.
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Do not click “Cancel” or close the message, as this will prevent the score from saving.
4. Labs Not Recording Progress
Progress in labs will not be saved if the student:
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Refreshes the page
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Uses the back button
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Closes the browser
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Logs out mid-lab
To ensure scores are recorded:
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Always click “Score Lab” or “Done” at the end of a lab.
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Wait for the score report screen to appear and check for any errors.
5. Confirming Scores Are Recorded
Students can verify scores by:
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Clicking the Home icon
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Selecting the Reports button under “My Products”
Make sure the correct date range and item type filters are selected to avoid omitting valid results.
6. Misleading Course Outline Indicators
Green checkmarks in the course outline indicate a passing score, not simply activity completion:
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Labs require 100%
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Practice questions require 80%
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Videos and fact sheets require at least 10 seconds of viewing time
7. Inactivity Timeout
After 8 hours of inactivity, students are automatically logged out. If a lab or exam is left open during this time:
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Lab progress will be lost
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Exams will need to be reentered, and the last question re-answered
Clearing browser cookies mid-session can cause similar issues.
8. LMS Integration Users
If your school uses LMS links to access CertMaster content:
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Each link submits only one score
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Students must click the Submit Score button (if applicable), exit CertMaster, and return to the LMS to launch the next item
9. Additional Items to Check
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Ensure date filters in teacher reports are not hiding results
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Verify students are enrolled in the correct class
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Confirm students are using the correct login account
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Check whether previous scores were cleared by the teacher (this can be reversed)
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For repeat students, previous scores may still appear unless cleared
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Scores do not carry over between different product versions
10. Student Misrepresentation
While most students are honest, some may misrepresent their progress. We have seen cases of falsified screenshots or exaggerated claims. Please consider the student’s work ethic and history when evaluating such concerns.
11. Best Practices to Prevent Score Issues
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Restart the computer occasionally
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Close and reopen the browser; clear cache and cookies regularly
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Avoid letting the computer sleep or hibernate while using CertMaster
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Do not open multiple tabs of CertMaster at once
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Avoid using mobile devices
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Use a stable internet connection; avoid mobile hotspots or data connections when possible
12. Still Need Help?
If you have reviewed the information above and still need assistance, please submit a help request at:
https://help.comptia.org/hc/en-us
We’re happy to help!