Surpass - Secure Client (what a pain)

[mavhc]

Of course it does, why would it possibly read the system proxy like a well written program?

[free780]

Of course it does, why would it possibly read the system proxy like a well written program?

 

Wash your mouth out. This is exam software we are talking about. You need to configure GPP or some other bodge to point to a proxy it’s part of the “fun”.

[BGlanders]

I tested it last week and the software updated fine, required a reboot and then ran as expected, however this morning it appears that when I try to launch the software it performs an update and asks for a reboot, and then just keeps doing it over and over and over again no matter how many times I reboot the secureclient software just seems to be in a loop of updating with no end in sight, anyone else having this issue?

We also have this problem, any tips on a resolution please?

 

Have you tried deleting the profile from the workstation?

 

You mean the user's named profile in C:\Users, or something in the C:\Users\Default\.. ..\Surpass folder?

Thanks for your time.

[dazza007]

Why do programmers to this to us! 4 hours that I can never get back getting through applocker and system protection the software needs to high privileges to run! I have hit a wall where the client opens and states that "Secure Client has been updated, and the application must be restarted for the updates to take effect" Stuck in a loop. Restart program and computer same message. Nothing on Smoothwall showing, phoned support and they told me to uninstall and reinstall. Same problem.....

[3s-gtech]

Do you definitely have .NET 3.5 installed on the client?

[BGlanders]

Why do programmers to this to us! 4 hours that I can never get back getting through applocker and system protection the software needs to high privileges to run! I have hit a wall where the client opens and states that "Secure Client has been updated, and the application must be restarted for the updates to take effect" Stuck in a loop. Restart program and computer same message. Nothing on Smoothwall showing, phoned support and they told me to uninstall and reinstall. Same problem.....

I've been struggling with this all morning.. the deadline is looming.. :S

 

I'll add that it runs fine as an admin and doesnt need updating, so I dont think it is even trying.

It must be either proxy settings or folder write permissions, but Ive tinkered with both for hours.

 

Bizarrely it wont run from the normal "Surpass Secure Client.exe".. but will run using the "SecureClientInitialRun.exe".

Edited November 2, 2021 by BGlanders

[KK20]

try deleting the proxy.xml it will probably pop up with the proxy detail page again. I ended up setting the laptops using our guest WIFI that uses transparent filtering.

[BGlanders]

Yes, I have installed 3.5 seperately from the MS site.

[jthompson]

I've been struggling with this all morning.. the deadline is looming.. :S

 

I'll add that it runs fine as an admin and doesnt need updating, so I dont think it is even trying.

It must be either proxy settings or folder write permissions, but Ive tinkered with both for hours.

 

Bizarrely it wont run from the normal "Surpass Secure Client.exe".. but will run using the "SecureClientInitialRun.exe".

 

Where do you have it installed to? I think the update looping could be due to the Windows user that's running the software not have sufficient privileges over the SecureClient installation folder. I found that the default location in C:\Users\Public and also anywhere in Program Files didn't work for this reason. We've used C:\Surpass, which is user writable, with an AppLocker rule that allows the required user to execute within that path.

 

Hands up if you think that getting this software to work in an edu setting is actually the real Cambridge entrance exam.

[kennysarmy]

You know you can just run the test in a browser?

[Network_Boy]

You know you can just run the test in a browser?

Oh really? That would be a lot easier! How does that work?

[BGlanders]

You know you can just run the test in a browser?

 

Yeh, we have been instructed that the browser version is a contingency plan only... not sure where this info came from.

 

Thanks for the quick replies so far.

[kennysarmy]

Yeh, we have been instructed that the browser version is a contingency plan only... not sure where this info came from.

 

Thanks for the quick replies so far.

 

 

Good enough for me

Edited November 4, 2021 by elsiegee40

[ICT-Joe]

Are you all leaving your Internet connected throughout the tests? Only I was re-reading the "Computer-based: on the test day instructions" from Cambridge Admissions and they say that if tests are using SecureClient, the PCs should be disconnected from the Internet. I have raised it with them, asking how could an invigilator control/monitor the tests with not Internet but that's their advice?

[jthompson]

Our exams officer preferred the client software, as it theory it's more robust in terms of web access dropping out and maintaining exam conditions. I can get that.

 

The browser version is also going to be relying on good service at the other end, which is perhaps why it's only recommended as a contingecy option. If those web servers are struggling on the day, the client software is going to be a better option for candidates.

[ICT-Joe]

Thanks! That's what our Exams Office said too. We were having issues with the software connecting to the other end, so we've downloaded the tests so we shouldn't have to worry about the connection dropping in and out; only uploading it after the assessment.

[dazza007]

So I have been trying to phone them all afternoon and the phoneline is "engaged"

I managed to get the app open and past the update loop by opening up the firewall completely to the computer for testing.

Therefore I have gone back to them to ask for a complete firewall exception list....

[BGlanders]

The solution to the constant Update/restart loop is a proxy setting. If I simply toggle the "use proxy" option in windows 10 it works for any user.

Turning all three firewalls off momentarily makes no difference.

There is an xml file called "log" in the main directory that will tell you exactly where it is falling over, however if the file is already there it will not update. You have to delete it to get an updated entry.

As already mentioned higher up you can delete or rename the .\configfiles\Proxy to have the program reprompt you for proxy details, but in our case it doesn't matter what you enter there, valid details for that user or a super admin; it will not connect through the proxy for us.

 

I'm unsure if smoothwall exceptions would solve this at this stage.. presumably so?

Thanks to all; for the time you took to post suggestions/solutions.

Edited November 2, 2021 by BGlanders

[BGlanders]

So I have been trying to phone them all afternoon and the phoneline is "engaged"

I managed to get the app open and past the update loop by opening up the firewall completely to the computer for testing.

Therefore I have gone back to them to ask for a complete firewall exception list....

I was trying their number earlier and it was engaged every time.

 

If you receive a whitelist or something could you post here please?

[mavhc]

Of course when everyone tries to use the web version at the same time it'll fall over

[KK20]

as i said earlier, when it failed for us we simply used the URL. The URL is in the documentation "on the test day". It clearly says that you can use it if the invigilator is happy to do so, just get them to log it in the incident log and you are covered. For the second one we set the laptop to use our transparent proxy guest network and this was fine. We still have BMAT and Maths to go... Edited November 2, 2021 by KK20

[timbo343]

For us to get it working, i allowed surpass.com to the smootheall auth bypass category as the client goes off to check 2 URLs whilst it's loading up.

 

We couldnt use the familar tests until the proxy details were added to the proxy config file at c:\users\public\surpass\...\proxy.xml.

 

I just change false to true and added the smoothwall and the proxy port to the xnl and it works a treat.

[ICT-Joe]

I was trying their number earlier and it was engaged every time.

 

If you receive a whitelist or something could you post here please?

 

 

I’ve emailed the admissions team yesterday and they have now replied that the following need to be added to your firewall whitelisting:

 

• https://admissionstesting.surpass.com/
  
• https://cms.surpass.com/
  
• https://cmspublic.surpass.com/
  

[ass17]

Just for your information, the clipboard issue happens for me when trying to launch SecureClient over a remote session/VNC or something similar, makes sense really.

 

We use LANSchool and I was able to log them all this morning and launch SecureClient on mass, without issues.

[kennysarmy]

We found that the RDClip error was caused the remote monitoring/control software we had installed locking out the Clipboard. I think the SecureClient tries to lock this and can't because the monitoring software has it permanently open. So if you have Impero, ABTutor, etc it might be worth trying disabling or removing it.

 

We're still experiencing issues trying to get the software to connect to the internet though as it doesn't seem to pick up the proxy correctly....

 

This helped me!

 

I was testing on a PC the other side of my office so was VNC'd in control - every time I got the clipboard error!

 

I've just tried getting off my back-side and physically controlling the mouse and it works!

 

Arrrgggghhhhhhhhhh - how come their technical support didn't advise this could be an issue when I phoned them 2 weeks ago???