Troubleshooting and Frequently Asked Questions (FAQs)


A student is unable to take a test. What might be the cause?

Students may be locked out of all Renaissance Place software if they attempt to log in too many times with an incorrect password.

Locked accounts automatically unlock at midnight. You can unlock accounts manually before then.

  • School network administrators and school network staff can unlock accounts for any student.
  • School administrators and school staff can unlock accounts for students in their own school.
  • Teachers can unlock accounts for students in their own classes.

If there are connection problems between the server which is hosting Renaissance Place and the computer that the student is testing on, the test may be interrupted. The following error messages will let you know what the problem is and what to do next.

  • Trying to connect: Network delays have caused the program to slow down temporarily. The program will continue to try and re-establish a connection.
  • Connection error: The program was unable to re-connect to the server, or the user clicked Cancel in the "Trying to connect" message. Log out of Renaissance Place, and then log back in again so you can resume the test.

Your Star Maths student capacity limit determines how many students can take the test during your subscription. Your school or school network purchased this capacity with the software.

If you reach your student capacity limit, students who have not yet tested during this subscription period will not be allowed to take the test. Star Maths will notify you that you have reached the student capacity limit.

If you need to increase the limit, or reallocate the existing capacity, contact Renaissance Learning. After your order is complete, your capacity limit will be increased or reallocated for you by Renaissance Learning.

If a student is unable to take a test on a computer, a setting or feature in your web browser might be the cause. You may need to:

  • Clear the browser's cache
  • Turn off pop-up blockers
  • Turn off third-party toolbars
  • Enable ActiveX controls

Consult your web browser's help to find out how to perform these actions.

Frequently Asked Questions

Star Maths and Renaissance Place: General Questions

Go to for the system requirements and additional software needed to work with Renaissance Place and Star Maths.

View the class information to make sure that the class has a primary teacher assigned to it and that Star Maths is an assigned product for the class.

There is no "demo mode" for taking a Star Maths test, and we recommend that you not try taking a Star Maths test yourself. In order to take a test, you would either have to:

  • Log in as an existing student (which would make your test results a part of that student's test history), or
  • Create a fake student account to log in and test with (which would use up some of your school or school network's capacity for Star Maths).

Internet protocol (IP) restrictions can be set up to limit student testing to the computers at your school.

Search for the students in Renaissance Place; you will be able to see the user names and passwords once you have found them.

You can search for personnel user names in Renaissance Place, but for security reasons, you cannot view or print a list of personnel passwords.

If personnel members forget their passwords, either a school network administrator or a school administrator will have to assign them a new password.

  • School network administrators can assign passwords to school network staff, school administrators, school staff and teachers.
  • School administrators can assign passwords to school staff and teachers in their own school.
  • If the school network administrator password is forgotten, contact Renaissance Learning.

    Personnel can use the Login Settings page in Renaissance Place to enter an email address and answers to some security questions; this will allow them to reset their own password if they forget the original password.

Personnel members may be locked out if they attempt to log in too many times with an incorrect password.

If an account is locked, it will automatically be unlocked at midnight, or you can unlock it manually before then.

  • School network administrators can unlock accounts for school network staff, school administrators, school staff and teachers.
  • School network staff can unlock accounts for school administrators, school staff and teachers.
  • School administrators can unlock accounts for school staff and teachers in their own school.

Testing Procedures

Follow the instructions for stopping a test; during the procedure, you can decide whether to pause it or stop it. To summarise:

  • Pausing a test puts it "on hold" temporarily, allowing the student to resume it at a later time.
  • Stopping a test ends it completely. The student cannot resume the test, and must begin a new test instead.

Make sure you are using the monitor password to resume the test, not your Renaissance login password.

You may want to double-check the amount of time that has elapsed since the test was paused or stopped—a test needs to be resumed within 8 calendar days.

If you still cannot resume a paused test, please contact our support center.

A test that has been interrupted by technical problems or by an accidental closure of the web browser is treated as a paused test, and it can be resumed.

The Star Maths test itself does not have an overall time limit; however, each test question has its own time limit. If a student does not enter an answer within that time limit, the program moves on to the next question.

During the development of Star Maths, the time it took for students to answer questions was noted. The time limits used in Star Maths are based on those observed times—most students will be able to answer a question in the time allotted. See the Star Maths Technical Manual for more information on the program's development.

The amount of time allowed for each question can be extended by setting the Extended Question Time Limit Preference.

The practice session is primarily meant to gauge the student's ability to work with the program's interface, to see if the student understands how to select and enter an answer. Have the student try another practice, and carefully observe the student.

  • If the student understands how to answer questions, but keeps giving incorrect answers, this may indicate that the student is not ready to have his or her abilities assessed by Star Maths.
  • If the student understands how to answer questions, but keeps running out of time before entering an answer, you may need to extend the time limits for that student.
  • If the student does not understand how to answer questions, review the testing procedures with the student. The Star Maths™ Pretest Instructions are an excellent resource for performing such a review.

No. One of the things the Star Maths test is assessing is a student's ability to read and correctly interpret problems without assistance. Reading the test questions to the student would have an adverse effect on the validity of the test results.

As long as the student has not also accidentally closed the browser window where the test is taking place, the student can simply close the other program/window and return to the test.

After the Test

You cannot permanently delete a test from a student's record, but a school network administrator, school network staff or a school administrator can deactivate it. Deactivating a test removes the test-taking data and the test results from any reports or calculations for that student. If necessary, a deactivated test can be reactivated at a later time.

Yes, if you know that a student has rushed through a test or if you believe the student has not taken it seriously.

If the student takes another test before midnight on the same day as the test you do not want to count, only the retest will appear on reports that show the student's most recent test. The earlier test will still be available on reports like the Test Record Report or other reports that show all tests taken (except for tests that have been deactivated).

If the student tests after midnight of the day of the test you do not want to count, the retest is treated as a separate test.

With computer-adaptive tests, the student's performance on individual items is not as meaningful as the pattern of responses to the entire test.

You must be granted the capability to view students' historical Star Maths assessments.

Star Maths data always stays with the student. Use the Test Record Report to view a student's results from a different year: pick last year's dates when choosing report options.