When a LabSim section is launched - be this an exam, lab simulation, or other section within the course - content does not load. Usually the section will partially load, but either the 'Loading' indicator never completes, or images do not appear on lab benches, or related.
There are multiple possible causes for this type of problem with the Labs. Each of the following troubleshooting steps should be followed in order:
- Security settings in Internet Explorer can prevent sections from loading correctly. To fix this, add cdn.testout.com and *.testout.com to trusted sites in Internet Explorer. You can also try using another supported browser for your course. (See the list off supported browsers for your course in the My Product list on your LabSim home page)
- A software or hardware firewall may be stopping the associated course exam files from downloading and loading on the computer. This issue is generally overcome within the firewall by allowing traffic from the following TestOut server resources:
- In some more rare cases it has been noted that certain security aware SOHO routers have blocked course exam files from downloading to the computer. This issue has been remedied by connecting the computer to the router and/or modem via Ethernet cable, thus bypassing what may otherwise be a Wi-Fi connection to the same device (be sure to disable your Wi-Fi antenna on your computer when doing this test). The issue has also been overcome by entering the IP address of TestOut's load balancing server within the DMZ of the router device. This IP address is 18.104.22.168, which resolves to content.testout.com. On Cisco and Linksys routers this issue has been resolved by disabling Intrusion Detection System (IDS). This is enabled by default.
- Sometimes security or other software can interfere with LabSim. Add cdn.testout.com and testout.com to any "Allow" list within your security software. You can also elect to temporarily disable your security software and try loading the item again to determine if the security software is causing the problem.
If issues persist, or if additional information is needed, please contact Technical Support via any of the below options:
Telephone: 800-877-4889, Option 2
Live Chat: See link at http://www.testout.com