This whole situation boils down to a lack of understanding of who the software's users are and a lack of simulation of their use cases. This problem becomes glaringly obvious if you perform user studies with a sample of test takers with simulated tests. The College Board cheaped out by not doing their do diligence to ensure that the system they vended worked as advertised. I'd like to see if this was developed in house or outsourced. If outsourced I think the College Board should sue. If not there should soon be several new vacancies on their webdev team.