Troubleshooting Technical Problems

The T.O.V.A. is showing me an error message. How do I get help?

Most error messages in the T.O.V.A. application have a 'Send to tech support' button. That is the best way to send us information on the error message and the computer it's happening on. Otherwise, try the following:

  1. First, make a note of any error messages you see and the steps that led to the problem(s). If you can, take a photo of the error with your phone and email it to ​support@tovatest.com, along with your T.O.V.A. serial number.
  2. For PTE problems, plug in your T.O.V.A. flash drive (the USB thumb drive with the blue logo). t sometimes collects diagnostic logs. If there is no empty USB port, you can detach your T.O.V.A. USB device (the black box) to do this.
  3. Back in the T.O.V.A. application, click 'Help' and then 'Tech Support' to send us a Tech support request.

My system keeps booting the PTE and won't boot back to Windows!

Remove your T.O.V.A. CD or flash drive and click 'Done' or reboot your PC. If the CD or flash drive has boot priority, it will keep booting until it is removed or another device is given priority.

Why can't I view the PDFs from your website?

Adobe or your browser (Chrome, Internet Explorer, Firefox, Safari, etc.) may be having issues. Right-click the link to the PDF and select "Save Target As...", then open the saved file. If that doesn't work, you should reinstall Adobe Reader or install another PDF reader.

Specific Error Messages

"The T.O.V.A. service failed to prepare this system for the PTE."

"Failed to ask service about the system's state"

"Our attempts to connect to the TOVA 8 PTE Activation service failed."

This error usually indicates that the T.O.V.A. service has been stopped or failed to start.

You can attempt to start the T.O.V.A. PTE activation service by restarting your computer or you can start the service manually:

  1. Go to ‘Start’, ‘Run’ or hold the ‘Start’ key and press ‘R’.
  2. Enter services.msc and press ‘Enter’. This brings up the Services window.
  3. Highlight ‘TOVA 8 PTE Activation’ and, if it’s not already running, ‘Start’ the service.

"com.tovatest.usbd.USBDException: missing status field warningStates"

This error appears when you are running an older version of the T.O.V.A. software with newer firmware. The best solution is to update your T.O.V.A. program to the most recent version.

  1. Unplug the T.O.V.A device.
  2. Exit and restart the T.O.V.A. program.
  3. Click on 'Help', 'Check for updates' and follow the steps to install the new version.

Alternatively, you can exit the T.O.V.A. program and download and run this installer: http://files.tovatest.com/installers/release/current.cgi

"com.tovatest.usbd.USBDCRCException: Warning: checksum not valid."

"com.tovatest.usbd.USBDErrorException: Unknown stimulus event type used in session event list"

If you have not already, update to the latest T.O.V.A. software.

  • Please restart the TOVA software and/or re-attach the T.O.V.A. device to a different USB port.
  • Make sure you have the T.O.V.A. hardware connected to a USB port on the PC not a USB hub.
  • Unplug any other USB devices (printers, webcams, etc.), at least temporarily. Sometimes other devices can create noise that interrupts communication.
  • Restart your PC.

If after trying these, you are still having problems, please follow these instructions:

  1. Open the T.O.V.A. program.
  2. Click ‘Preferences’.
  3. Select the ‘Advanced’ tab.
  4. Click ‘Logging Options’.
  5. Change 'Hardware log level' from ‘WARN’ to ‘DEBUG’.
  6. Click ‘Save’.

After you enable hardware debug logging, launch a new session. If you continue to get the same error (or any other issue), please send a technical support request through your program. The logging changes above will tell us more about the problem and assist us in resolving your issue.

"javax.print.PrintException: Printer is not accepting job."

Other similar errors while printing

This is usually caused by a Windows printing problem that Java has a difficult time interpreting. To resolve the problem, try the following:

  1. Go to 'Start', 'Printers and Faxes' (or in Windows 7, 'Devices and Printers'). This will list for you all your available printers.
  2. Right-click on the printer you'd like to print to, and choose, "Set as default printer."
  3. Double-click on that printer to see its printer queue. Please make sure there are no other documents still waiting to print. If there are, please clear them out, as they can cause errors with printing the TOVA report.
  4. If and when the queue is clear, go to 'Start', 'Run...'.
  5. Type notepad and click 'OK'.
  6. In Notepad, type a brief message (it can be gibberish, like "jfsaklfsufi").
  7. Go to 'File', 'Print...'. Make sure that the correct printer is selected and click 'Print'. This will print your document from Notepad, and confirm to us that the printer is able to print from other applications.
  8. Restart the TOVA. Find the correct session and click 'View Session' to see the report.
  9. Click on the Print button. When you are prompted, please confirm that the printer listed under 'Name:' is the same printer you want to use, the one we set as default.
  10. Click 'Print' to start printing.

If these steps don't work, you may need to try restarting the printer and restarting the TOVA system. If the printer is connected via USB to a different computer on the network, you may need to reboot that system as well.

If the T.O.V.A. report continues to cause problems for your printer, we also have a workaround:

  1. Run the T.O.V.A. and go to 'Preferences', 'Advanced', 'Other'.
  2. Select 'Use PDF reader for printing' and click 'Save'.

When you print, instead of the T.O.V.A. trying to print the report directly for Java, it will export the report to PDF, open it in your default PDF reader, and print from that reader. You may have to manually close your PDF reader program when printing is complete.

"The TOVA USB device is unreachable--system probably went to sleep."

"java.lang.IllegalStateException: The device is not open."

This error can be caused by a Windows PC going to sleep or standby mode. After the system wakes up, it can no longer see the attached T.O.V.A. USB device. Furthermore, if the system goes to sleep during an EAV test, the test will be interrupted and the results lost.

The first steps to fix and prevent this error are as follows:

  1. Disable sleep mode on your PC. There are instructions for different OSes below.
  2. Detach and reattach your T.O.V.A. device's USB cable. It may take a minute for your system to recognize the device again.
  3. Exit and restart the T.O.V.A. software.

To be on the safe side, we recommend that you disable Sleep mode on any T.O.V.A. system where you intend to do External A/V testing. If that’s not possible, configure the computer to wait at least an hour before sleeping. There are other problems that can cause this error, so if you find that it occurs even after you perform these steps, or if it keeps recurring even after sleep mode has been disabled, contact T.O.V.A. technical support.

Note: How to disable Sleep mode on a given system can vary somewhat. If the instructions below don’t work for you, contact your system’s manufacturer.

Disabling Sleep mode on Windows XP

Note: You will need Administrator rights to change your Windows XP power options.

  1. Right-click on your desktop and choose ‘Properties’ or go to ‘Control Panel’, ‘Display’.
  2. Click on the Screen Saver tab and at the bottom click the ‘Power’ button.
  3. Systems vary on this, but under ‘System standby’, ‘System hibernates’, or any similar options, choose ‘Never’. That’s the best way to ensure that your T.O.V.A. EAV Test session won’t be ruined by Sleep mode.
  4. Once you’ve disabled standby and hibernation, choose ‘OK’.

Disabling Sleep mode on Windows Vista/7

  1. Click the Start button and type ‘Power’.
  2. From the list that appears, choose ‘Power options’.
  3. Select a new power plan if you want. For the selected plan, choose ‘Change plan settings’.
  4. Under ‘Put the computer to sleep:’, choose ‘Never’. You may have to disable this in multiple places (‘Plugged in’, ‘On battery’, etc.).
  5. Click ‘Save changes’.

Disabling Sleep mode on Windows 8

  1. Bring up the Start page and type ‘Power’.
  2. Click ‘Settings’ and then choose ‘Power options’.
  3. Select a new power plan if you want. For the selected plan, choose ‘Change plan settings’.
  4. Under ‘Put the computer to sleep:’, choose ‘Never’. You may have to disable this in multiple places (‘Plugged in’, ‘On battery’, etc.).
  5. Click ‘Save changes’.

Disabling Sleep mode on Windows 10

  1. Bring up the Start page and type ‘Sleep’.
  2. Click ‘Power & sleep settings’.
  3. Under ‘When plugged in, PC goes to sleep after’, choose ‘Never’.

WARNING: Always plug in your laptop for the T.O.V.A. test. The test should never be administered on battery, and power loss during the test will likely result in loss of test results.