If you find that one of your centre's exam stations keeps prompting you to update R12 SecureClient but upon completing this it continues to ask you to update again, then it may be stuck in a loop.

Please see below a few troubleshooting tips that will allow you to bypass this issue. This will normally resolve the issue right away.

If the initial instructions do not work, you may need to uninstall and reinstall R12 SecureClient on the computer in question. We have included instructions for this in this article as well.

Run SecureClient as administrator

Find the folder on your computer where you have installed SecureClient.

The default installation location would be C:\Users\Public\Surpass\SecureClient

Open the folder
Right click SecureClientInitialRun
Run as administrator

SecureClient should then no longer be stuck in the update loop.

Ensure Visual C++ is installed on the exam station

Please be aware that the exam station will need Visual C++ installed.

If you have tried to run SecureClient after updating and despite following the steps above it will not launch, please follow this link to download the Microsoft X86 (32 Bit) version of Visual C++.

Please ensure you install X86 (32 Bit) version. Once installed, SecureClient will launch.

Granting read/write permission to the SecureClient folder

If you followed the instructions above and you still encounter the issue with the update loop, then you may need to grant read/write permissions on the SecureClient folder.

You can do this by logging in as a user with higher permissions. Below are the instructions on how to grant read/write permissions on any folder.

https://www.uwec.edu/kb/article/drives-establishing-windows-file-and-folder-level-permissions/#setting

How to reinstall SecureClient

You will first need to fully uninstall 'SecureAssess Central – SecureClient EAL'. Go to the start menu and type in the word 'Remove', then select ‘Add or remove programs’:

Then type in the word ‘Secure’ in the following search field and select 'Uninstall':

You will need to restart the computer before attempting to install the software once more.

Please follow these instructions for the Re-installation process.

If SecureClient is still stuck in an update loop after completing the steps above, please contact the Exams Team: exams@eal.org.uk so we can support you further.