Here are five common technical issues users might face during the SAL1 exam and how to resolve them:
1. Exam Freezing or Crashing
Issue: The exam interface becomes unresponsive or crashes.
Solution:
Refresh the page and clear your browser cache.
Ensure you're using a supported browser (Chrome, Firefox).
Disable unnecessary browser extensions.
Restart your device if the issue persists.
If the issue persists and you cannot continue with the exam, reach out to our support team with screenshots of the problems you are having.
2. Onfido ID Verification Issues
Issue: Unable to complete identity verification.
Solution:
Check that your camera and microphone permissions are enabled.
Use a stable internet connection and avoid VPNs.
Try switching between the browser and mobile app.
Contact Onfido Support if verification remains pending.
3. Timer or Exam Progress Not Updating
Issue: The exam timer is not displaying correctly, or progress is not being saved.
Solution:
Ensure you have a stable internet connection.
Refresh the exam page and log back in.
Avoid multiple browser tabs or devices logged into the exam at the same time.
If the issue persists, contact support for assistance.
4. Payment Processing Issues
Issue: Payment fails or is not reflected in the account.
Solution:
Double-check your card details and try again.
Use an alternative payment method if available.
Contact your bank to check for blocked transactions.
Reach out to support if payment is deducted but access isn’t granted.
5. Not Receiving Exam Emails (Badge, Results, or Confirmation)
Issue: No email received for exam results, badge, or confirmation.
Solution:
Check your spam/junk folder.
Ensure the correct email is linked to your TryHackMe account.
If still missing, check your Credly account for badge availability.
Contact support if the issue persists.
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