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Appendix C: User Support

For additional information and assistance in using TIDE, contact the CAI West Virginia Help Desk. The Help Desk can assist with questions regarding any of the TIDE tasks, technical issues with computer-based test administration from both the Test Administrator and student perspectives, and general testing process or functionality questions.

The Help Desk is open Monday–Friday 6:00 a.m. to 6:00 p.m. Eastern Time (except holidays or as otherwise indicated on the WV General Summative Assessments Portal).

West Virginia Help Desk
Toll-Free Phone Support: 1-844-560-7367
Follow the prompts for digital testing and listen to the options for your area of concern.
Email Support: [email protected]

Please provide detailed information about the issue, including:

For student information issues, provide the SSID and associated district 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.

Information about your network configuration, if known:

Secure Browser installation (to individual machines or network)
Wired or wireless Internet network setup