If an exam is not uploading to the Surpass system automatically and the usual troubleshooting processes do not lead to a successful outcome, the next step will be to send us the data file.
The data file is essentially a local file on the computer that has logged the responses of all the exams that have been completed that have not yet been uploaded to Surpass.
To begin this process open the file explorer and type in the following pathway:
C:\Users\Public\Surpass\SecureClient\clients\W5\data
This is the default file path of SecureClient if you did not specify a location or rename the desktop icon when performing the initial installation.
Alternatively, please locate the SecureClient Icon on your desktop. Right Click, select Open File Location and then click on the folders in order from left to right as they appeared in the image below.
When in the ‘data’ folder you may see two files. The one we need is named SecureClientData (type: Data Base File)
Right click and select 'copy' or click and drag this file to the Attachment line of an email. When sending us this file, please address it to exams@eal.org.uk and include all the details listed below:
Candidate numbers
Keycodes
Pins (if pins were set for the exam)
The files and information will be passed on to our software provider who will then upload the responses and we will continue on with the process our end to get the learners result to display in the Results tab of Surpass.