TOEFL iBT® – Frequently Asked Questions

for Test Center Administrators

1. What should I do if I forget my TCA password?
a. Go to the Test Center Portal sign in screen at https://tcportal.ets.org
b. Click the Forgot Password link.
c. Enter your username and click Continue. You will be provided with options for resetting your password.

2. Where can I find my test dates, local start times, and other information about my upcoming
administrations?
a. Log into the Test Center Portal website at https://tcportal.ets.org
b. On the Test Center Portal home page, select the Administrations tab.
c. Review the list of administrations. Click an administration name to view details about that administration.
Click the number in the Candidates column to view a test taker roster.
d. If any information regarding your participation on a specific test date is inaccurate, email ctas@ets.org.
Include your site code (center number) and site name in all emails.
Reminder: If your site operates multiple test centers (A, B, C, etc.), you will need to check each of them
individually.
Note: If your test center has zero test takers registered ten calendar days prior to an administration, your test center
will not be participating in that particular administration.

3. What should I do if I do not have enough headsets for all of the testing workstations?
Contact ibt_governance@ets.org as soon as possible so that arrangements can be made to ship headsets to your
location.

4. Where can I find the test center operating procedures?

The procedures are available on the STN EasyServe website.
Go to the Web address: https://easyserve.prometric.com
Enter the following login information:
Username: stnuser
Password: OPSupport1

5. What are the procedures for test day?

Refer to the TOEFL client practice document on the “Find a Client Practice” page of STN EasyServe.
Additional documents and forms are located on the “Operational Documents” page of STN EasyServe.

6. My test center has more than 20 test takers registered. How can we speed up the check-in of
TOEFL iBT test takers?
 The test administration system allows you to use multiple administrative stations simultaneously, which makes
it possible to check in test takers concurrently.
 The first administrative station is considered primary by the software. This means that it must go through the
test setup process and validate the required resources before displaying the test taker roster screen.
 Subsequently launched administrative stations are considered secondary by the software. Clicking the Test
Setup link will take these secondary administrative stations directly to the roster screen.
 The ability to launch multiple administrative stations is not limited by the number of seats or registrations.

7. What should I do if a test taker is "missing” from my roster?

First, refresh the roster on the administrative station. If this does not correct the problem, follow the steps below:
 Verify the site location and date of the scheduled test.
 If the test taker is scheduled for a different location, or has been rescheduled, make the test taker aware of the
situation.
 If the test taker is scheduled for the current date but a different location, you can admit the test taker if your
center has more certified workstations than registered test takers. To do so, you must contact the Global Help
Desk.
Revised January 25, 2019 Page 1
Copyright © 2019 by Educational Testing Service. All rights reserved. ETS, ETS logo, MEASURING THE POWER OF LEARNING, and
TOEFL iBT are registered trademarks of Educational Testing Service (ETS) in the United States and other countries.
All other trademarks are property of their respective owners.
8. How do I handle corrections to test taker data such as incorrect date of birth, misspelled name,
or address change?
 Name Corrections: Refer to the TOEFL client practice document (on STN EasyServe) for a description of ID
requirements and allowable minor name corrections. File a Center Problem Report (CPR) from the
administrative station to report any necessary corrections to a test taker’s name shown on the check-in screen.
Verify the corrections against the test taker’s passport or other acceptable ID document. Include all the
following information in the CPR: the name on the check-in screen, the name on the ID, the reason for the
correction, and the type of ID document(s) presented.
 Date-of-Birth Corrections: If the ID shows the test taker’s birth date but it does not match the birth date
shown on the check-in screen, file a CPR to report the necessary correction.
 Address Corrections: Test takers are responsible for making their own address corrections before or after the
exam, either by logging in to their account online or by calling the Prometric registration center. Do not file
CPRs for address corrections.

9. How do I restart a test after a break?

Unlock the station by pressing the “CTRL + Shift +?” key sequence and entering the required password.

10. How do I restart a test if it appears to have frozen or does not start properly?
a. Reboot the test taker’s workstation by pressing the “CTRL + Shift +?” key sequence.
b. On your administrative station, click Restart Test, select the test taker, and select whether to use the current
workstation or a different one, if available.
Note: In your Center Problem Report (CPR), describe the problem that made the restart necessary.
c. If restarting does not solve the problem, contact the Global Help Desk.

11. What should I do if the test on screen appears to be distorted?

Ensure that the screen resolution (Display Properties ► Settings tab) is set to 1024x768 with 32 bit colors.

12. How do I retrieve the administrative password that I created when starting this session?
The TCA who created the administrative password will be able to retrieve it at the cache proxy by clicking the
window to bring up the AO password window, then clicking the Forgot AO Password button and following the
prompts to enter his/her login credentials.

13. How do I add new personnel or change roles for existing personnel at my test center?
TCAs and proctors are required to complete an eLearning training and certification in order to receive credentials
for Test Center Portal and the testing system.
When a test center needs to train and certify a new TCA or proctor:
 At STN centers, the primary TCA either enrolls the new Test Center Administrator (TCA) or proctor in
eLearning, or emails a request for enrollment to tcacert@ets.org.
 Prometric IT centers should contact prometric.ibtteam@prometric.com for assistance with all additions,
deletions, and changes to test center staff.
New TCAs and proctors must complete all the following steps before they are authorized to participate in test
administrations: complete the staff Confidentiality Agreement in eLearning, complete the eLearning requirements
for their role, receive Test Center Portal credentials from ETS by email, and complete their Test Center Portal
account enrollment.
The test center’s Personnel screen in Test Center Portal will be updated automatically with the new TCA’s or
proctor’s information once he/she has completed the eLearning requirements and has been sent the Test Center
Portal credential from ETS. New TCAs must activate their Test Center Portal accounts because temporary
passwords cannot be used to start a cache proxy.
For more information, refer to TCA Certification and Proctor Training on the Operational Documents page of the
STN EasyServe website.

Revised January 25, 2019 Page 2

Copyright © 2019 by Educational Testing Service. All rights reserved. ETS, ETS logo, MEASURING THE POWER OF LEARNING, and
TOEFL iBT are registered trademarks of Educational Testing Service (ETS) in the United States and other countries.
All other trademarks are property of their respective owners.