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Appendix C: User Support

For additional information and assistance in using TIDE, contact the CAI Idaho 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 from 8:00 a.m. to 8:00 p.m. MT (except holidays or as otherwise indicated on the ISAT Portal).

Idaho Help Desk
Toll-Free Phone Support: 1-844-560-7365
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:

  • If the issue pertains to a student, provide the associated district or school. Do not provide the student's name. EDUIDs shall only be provided over the phone.

  • 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