IRS Contact Representative JSAP/REPeValuator Technical Support
Welcome to the IRS Contact Representative online job simulation help page. If you are having a technical problem, please look through this page to find some suggestions for resolutions. If you continue to have a technical problem, or if your issue is not listed here, please contact the Aon Help Desk. Aon's contact info is at the bottom of this page.
When contacting Aon's Help Desk, please include all of the information requested at the bottom of this page.
General Test-taking instructions
Running the JSAP
Completing the test
What are the minimum requirements for running REPeValuator?
- Desktop computer - no mobile devices
- Windows XP or higher
- Internet Explorer 8 or higher, Firefox, Safari or Chrome
- Screen resolution set to 1024x768 or higher
- Flash Player version 8 or higher
- Pop-up blockers disabled
- Speakers or headphones, along with a sound card or integrated sound for audio
- Broadband Internet Access
- Turn off all other applications before starting the online testing process
What if I'm using a Mac?
The online assessment is compatible with Mac computers but Aon will be unable to provide specific technical support.
What if I'm using an older version of Windows?
Please find a computer with Windows XP or higher installed in order to take this assessment.
What if I don't have Flash Player installed?
When you first start the program, Flash Player is detected and if not installed you'll be prompted to install it (it's a free and quick installation). If you're unable to install it, depending on the computer and network configuration you may need to obtain assistance from local IT support or your computer's administrator.
I'm using a computer within the IRS network, will I have any problems?
The common operating environment on IRS network computers may not be configured to use this application, so you are encouraged to use a computer outside of the IRS network.
What if I don't have access to a computer?
If you do not have access to a computer with the required capability at your home or work site, you should try to locate a computer elsewhere. Below are several suggestions:
Ask a friend, family member, or neighbor if you can use his/her computer to complete the assessment.
Check your local Public Library. Most public library systems are now wired for the Internet and have terminals available for public access.
Connectivity in Public Schools is also on the rise. As part of their community access programs, schools may have hours where parents or community members can access computers and the Internet. Check your local schools to see if they have computer labs with hours of public access.
Check with community organizations, local college campuses, or local employment offices. They may also offer public access.
Some public computers have session time limits. Please make yourself aware of any such restrictions and plan accordingly.
If you absolutely can not find a computer, contact the Aon Help Desk (contact info at the bottom of this page). Please remember that this assessment is automated and no paper versions will be made available.
What if I need to use a computer in a library or other public location?
When using a computer in a public location, you will need to ensure that the computer you are using meets the minimum requirements for REPeValuator. Please note that you DO need to use the sound for this assessment, so ensure that you are able to do so prior to beginning the assessment bringing earphones if necessary. Because this is an assessment, try to locate a computer with as few distractions as possible. As stated above, take note of any time limits imposed by the public facility and plan accordingly. If you know that you will not be able to complete the assessment in one sitting, it would be best to stop at the end of the first call and complete the second call in a second sitting rather than work only part of the way through the second call. See the instructions below regarding "What if I must stop the test before it's complete?"
What if I need to use screen-reader software, such as JAWS, or require some other accommodation?
How do I do some of the system clean-up tasks that might be required of me?
Clear temp files
Internet Explorer 8: Instructions for clearing temp files in Windows 8
Internet Explorer 9: Instructions for clearing temp files in Windows 9
Internet Explorer 10: Instructions for clearing temp files in Windows 10
Internet Explorer 11: Instructions for clearing temp files in Windows 11
Firefox: Instructions for clear temp files in Firefox
Chrome: Instructions for clear temp files in Chrome
Safari: Instructions for clear temp files in Firefox
Disable pop-up blockers
There are many kinds of pop-up blockers, including but not limited to Google Toolbar's pop-up blocker and the pop-up blocker built in to web browser. It's possible to have multiple programs/plugins blocking pop-ups. Generally they will alert you if and when a pop-up is blocked and allow you to permit pop-ups from the current site. This is usually the best method for allowing pop-ups from the REPeValuator site.
Enable Cookies (only do this if you get an error message about cookies)
Instructions for enabling Cookies in multiple browsers
Changing screen resolution
Windows XP: Instructions for changing screen resolution
Windows Vista: Instructions for changing screen resolution in Windows Vista
Windows 7: Instructions for changing screen resolution in Windows 7
Windows 8: Instructions for changing screen resolution in Windows 8
Uninstall and re-install Flash Player
- Download Adobe's Flash Player Uninstaller
- Run the Uninstaller
- Visit Adobe's Flash Player Install page and re-install Flash Player
General Test-taking instructions
When should I take the test?
Give yourself some time to complete the test in one session, in a quiet area free from distractions.
How long will the test take?
Check your initial message from the IRS to get the estimate for the amount of time you'll need to take the test.
What if I must stop the test before it's complete?
It's preferable that you complete the test in one session. If you must stop, you may close your browser and resume at a later time, but if you stop and resume too many times, you may be blocked from completing the test.
Running the JSAP
What login information do I need to enter the JSAP?
UserID and PIN, provided by IRS in your initial contact e-mail. You will enter this into the GATE screen that appears at the beginning of the process.
The website stopped responding, what should I do?
Close your web browser and try to log in again. If you were in the test, you should be prompted to return where you left off. If you continue to have the problem in the same place, try clearing out your temp files (see instructions above, in Configuration Requirements). If after that, the problem persists, contact the Aon Help Desk (contact info at the bottom of this page).
Note: not all testing events include the REPeValuator test, which is a job-simulation test. Candidates who are required to take the REPeValuator will be automatically linked to the assessment. If you are not required to take the REPeValuator at this time, you may disregard the instructions in this section.
The audio is not working correctly in REPeValuator - what should I do?
If the audio stops working, or is not working well, stop the program (exit your web browser) and re-enter the program. If this does not correct the problem, clear temp files (refer to instructions in the System Configuration section, above) and try again. If this still does not correct the problem, contact the Aon Help Desk (contact info at the bottom of this page).
The program stops responding ("freezes").
If the REPeValuator application stops responding to your mouse clicks, but your computer still responds to you (mouse can move around), close out the web browser and clear your temp files (see instructions above). Then log back into REPeValuator and try again. If you continue to have this problem, contact the Aon Help Desk (contact info at the bottom of this page).
If the REPeValuator application freezes and your computer also is not responding to you (mouse pointer does not move around when you move the mouse), reboot your computer completely and try REPeValuator again without running any other applications. If you still have this problem inside of REPeValuator, try uninstalling and reinstalling Flash (instructions above) and also clearing out temp files (instructions above). Then try REPeValuator one more time. If after that, you still have the problem, contact the Aon Help Desk (contact info at the bottom of this page) .
Part of the screen is cut off.
First, try pressing the F11 key while in the website. This should set the browser to display at full screen. You can press F11 again in order to return to the regular display.
If you still cannot see part of the REPeValuator screen, exit the web browser and try to log in again, this time making sure that you do not directly click on the web link in the IRS e-mail but rather that you copy and paste the web link from the e-mail into an already open instance of your web browser. If this still does not work, please contact the Aon Help Desk (contact info at the bottom of this page). When contacting the Aon Help Desk, also please include the current resolution of your screen (you can find this by clicking START - SETTINGS - CONTROL PANEL - DISPLAY, then clicking the "Settings" tab at the top of the Display Properties dialog window.
I've restarted the test, but I was put back at the beginning of the instructions rather than where I left off.
If you do not complete the first call simulation in REPeValuator, you cannot stop and resume where you left off, you'll be put back in the test at the very beginning of the instructions. Please go through the instructions again, then complete the test. If you must stop the test, try to stop after the completion of the first call simulation so that you may resume at the beginning of the call where you left.
Completing the test
How will I know when the test is complete?
At the end of the test, you will see a screen indicating that your participation in the test is complete. You may expect results to be communicated to you by the IRS within 30-45 days.
What information would the Aon Help Desk need if I contact them about a problem?
When dealing with a problem, please first try to resolve it using the information provided in this document. If you are unsuccessful, please contact the Aon Help Desk (contact info at the bottom of this page) and have the following information ready:
- Your First Name
- AIDX Number
- Announcement Number
- Position to which you are applying
- Hiring Location
- Type of computer you are using (make, model and operating system - for example, Dell Inspiron with Windows 7)
- Web browser type and version number (for example, Internet Explorer 10)
- Description of the problem, including any error messages and the steps leading up to the problem
- Describe how far into the test you have gotten when the problem happened
- Description of any steps you have already taken to try to resolve the problem
For further assistance, contact:
Aon Help Desk
Phone Contact: 800-359-0842
E-mail for hearing impaired applicants only: email@example.com