Home

Appendix C: User Support

For additional information and assistance in using TIDE, contact the Hawai`i Statewide Assessment Program Help Desk.

The Help Desk is open Monday–Friday from 7:30 a.m. to 4:00 p.m. HST (except holidays or as otherwise indicated on the HSAP Portal).

Hawai`i Statewide Assessment Program Help Desk
Toll-Free Phone Support: 1-866-648-3712
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: HSAPHelpDesk@cambiumassessment.com

 

  • If you contact the Help Desk, you will be asked to provide as much detail as possible about the issues you encountered. You may choose to use the Help Desk Intake Form, available on the alohahsap.org portal website in the Resources >> Technology Coordinators section.

  • For student information issues, provide the SSID and associated complex 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