Troubleshooting

Troubleshooting T.O.V.A. Version 9 Technical Problems

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. 

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

If this occurs, 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.

Specific Error Messages

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 ‘T.O.V.A. PTE Activation’ and, if it’s not already running, ‘Start’ the service.

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 ‘T.O.V.A. PTE Activation’ and, if it’s not already running, ‘Start’ the service.

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 ‘T.O.V.A. PTE Activation’ and, if it’s not already running, ‘Start’ the service.

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 the latest software here.

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.

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.

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.

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’.

Disabling Sleep mode on Windows 11

  1. Bring up the Start page and type ‘Sleep’.
  2. Click ‘Change when the PC sleeps when plugged in’.
  3. Under ‘When plugged in, put my device 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. Power loss during the test will likely result in loss of test results.

How can we help you today?

Our team of experts are available to answer any of your T.O.V.A. questions.

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