Overview

This document provides troubleshooting steps for OSCAR Users during a period of network connectivity issues.

Scoring

If network issues occur during scoring, an OSCAR score will see the following error message appear on screen when they attempt to submit a score.

A scorer can remain on this screen for up to 10 minutes if internet connectivity is re-established they then can submit the score. If the internet outage lasts for more than 10 minutes the scorer should click logout and re-log in to OSCAR.

The response that a scorer is on will be “locked” until internet connectivity is re-established for the user or until an administrator physically unlocks the response. If the internet issues persist for more than 30 minutes the response will automatically be released and made available to the scoring team with internet connectivity.

Scoring Data

If an internet connectivity issue does occur the only data that could potentially be lost is the scores applied to the response a scorer was working on during the time of an outage. Internet connectivity is required to receive the next response so in no scenario will a scorer lose previous scores that have been applied. 

Determining if Internet Connectivity is the issue

If a scorer or a group of scorers receive the error message when attempting to score a response it is recommended to confirm internet connectivity exists.

• Scorer should open up a new browser tab and navigate to fast.com
• Scorer should confirm if internet connectivity of at least 3MPBS exists
• If there is no internet connectivity the scorer should contact the local technical support team
• If internet connectivity does exist, the scorer should navigate back to OSCAR and attempt to resubmit the score
• In the case that there is internet connectivity and they continue to receive the submit failed error message OSCAR technical support should be contacted.
  • support@mzscore.zendesk.com