What this means:
The system wasn’t able to confirm a strong enough internet connection for your exam. This can happen even if other websites are working — the TestReach app needs a stable and consistent connection, not just basic internet access.
Common Problems and How to Fix Them
Problem: Your Wi-Fi connection is weak or unstable
What’s going on: A low signal, nearby interference, or too many connected devices can reduce connection quality — even if you’re technically “online.”
What to try:
- Move closer to your Wi-Fi router
- Restart your router and modem
- Disconnect other devices (phones, tablets, smart TVs) that are using the same network
- If possible, use a wired Ethernet connection instead of Wi-Fi
Problem: The internet is technically working, but not fast enough
What’s going on: TestReach requires at least 2 Mbps upload/download speed. Slower speeds can cause system checks to fail or exams to disconnect.
What to try:
- Run a speed test using https://speedtest.net
- If your speed is below 2 Mbps, try:
- Disconnecting other devices
- Pausing any downloads or streaming
- Asking others to pause heavy usage during your exam
- If you're using mobile data, try switching to a home or office Wi-Fi network
Problem: Your firewall or VPN is interfering with the connection
What’s going on: Security tools or VPNs can block parts of the connection required for TestReach to function fully.
What to try:
- Temporarily disable any firewall or VPN services before running the system check
- If you're using a managed device, ask your IT team to whitelist the TestReach app
Problem: Temporary drop in service
What’s going on: Internet providers occasionally have service interruptions that impact specific apps or services.
What to try:
- Restart your computer and router
- Wait a few minutes and run the system check again
- If possible, test another network (e.g. mobile hotspot) to confirm if the issue is network-specific
Need More Help?
If the issue persists after trying the steps above, please contact our Support Team:
- 💬 Chat: Within the TestReach application (best method of contact)
- 📧 Email: support@testreach.com
- 📞 Phone:
- Ireland: +353 (0)1 513 4898
- UK: +44 (0)20 3475 8684
- US: +1 833-202-2819
We're here to help and will get you back on track as quickly as possible.