Palm vein device failures

This sub-section is only applicable at PVTC Selects and PVTCs equipped with a palm vein device. The palm vein device is not required at all PVTCs, but it is required at all PVTC Selects. For more information about the differences between a PVTC and PVTC Select, see About the test center network. Pearson VUE contacts test centers if they must have the equipment installed.

A working palm vein device is required when you deliver exams for exam sponsors that require palm vein capture from candidates. If the palm vein device is not working, it may be due to a malfunctioning device or to hardware or software issues on the workstation. Device failures do not include enrollment or match failures as described in previous sections.

When a palm vein device fails, any candidates testing that same day are allowed to test; however, candidates scheduled for the following five days are not allowed to test and need to be rescheduled.

Follow these steps when the palm vein device is broken or not working correctly:

Contact VSS immediately.

If VSS determines the issue is due to a device failure, continue to the next step. VSS will create a case regarding the broken palm vein device so that a new device can be sent to the test center.

To report that a device failure affected the candidate's appointment, create a case, selecting these options:

Admissions/Check-in (for device failures that occur during admissions) or Exam delivery (for device failures that occur during entry or exit monitoring)

Palm vein failure

Palm vein device failure

Make sure to create a case for each candidate who is affected by the palm vein device failure.

If you are a test administrator at a PVTC Select, contact your test center's Pearson VUE point of contact to notify him or her of the situation. If you are a test administrator at a PVTC, continue to work with VSS.

VSS or the Pearson VUE point of contact initiates the process to have all candidates scheduled for the next five days rescheduled.

Depending on the status of the palm vein device shipment, other alternatives may be considered in order to resume testing. Pearson VUE will contact your test center with further instructions.