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Appendix C: User Support

For additional information and assistance in using TIDE, contact the RISE Help Desk.

The Help Desk is open Monday–Friday from 8:00 a.m. to 5:00 p.m. MT (except holidays or as otherwise indicated on the RISE Portal).

RISE Help Desk
Toll-Free Phone Support: 1-877-269-4966
Follow the prompts for digital testing and listen to the options for your area of concern.
Support options include the following:
• General College Board assessments questions and policies
• Technical support with Cambium Assessments digital testing systems, such as TIDE or TA Interface
Email Support: RISEhelpdesk@cambiumassessment.com
Chat Support: https://utahrise.org/contact.html

 

Please provide detailed information about the issue, including:

  • For student information issues, provide the SSID and associated LEA or school for that student. Do not provide the student's name.

  • For TIDE user issues, provide the user's full name and email address.

  • Any error messages that appeared.

  • Device, operating system, and browser information, including version numbers.

Please provide the Helpdesk with a detailed description of your problem, as well as the following:

  • Proctor name.

  • If the question pertains to a student, provide the student's Registration Number and associated district or school. Do not provide the student’s name.

  • If the question pertains to a user account, provide the user’s full name and email address.

  • Any error messages and codes that appeared, if applicable.

  • Affected session ID and question number, if applicable.

  • Operating system and browser information, including version numbers (such as Windows 10 and Firefox 87 or macOS 10.15 and Safari 13).

  • Information about your network configuration, if known:

    • Secure browser installation (to individual devices or network)

    • Wired or wireless internet network setup