Troubleshooting technical problems

If a technical problem occurs during a candidate's exam, follow the troubleshooting steps below in order:

Before you contact VSS, press Ctrl+R on the keyboard to refresh the exam screen. If this solves the problem, the candidate can continue testing.
Write down any error messages that appear on the screen
Stop the exam (if possible).
Escort the candidate from the testing room.
Call VSS for assistance.
Refer to the table in Resuming and late-start policies after VSS has assisted you.
Create a case, selecting the appropriate options below.

For problems with Pearson VUE software, such as Delivery Manager or Admissions Manager:

Exam delivery

Problem with Pearson VUE application

Exam delivery

Problem with computer software

Exam delivery

Hardware issue

Do not discuss or speculate with candidates about what the technical problem might be or when it will be resolved.

Candidates must wait for the issue to be resolved. Candidates taking an on-demand exam must wait 30 minutes, and candidates taking an event exam must wait 60 minutes unless otherwise documented in the client reference. For more information see Resuming and late-start policies.
Many exams require a stable, constant connection to the internet. If the internet connection to the delivery workstation is interrupted, some exams display a connection lost message and automatically attempt to reconnect to the internet. During this reconnection effort, the exam time is stopped and navigation in the exam is disabled. When the connection is restored, the exam clock resumes, and navigation is restored.

If the internet connection is not restored within 5 minutes, follow these steps:

Press Ctrl+Shift+F12 to stop the exam.
Open a browser and attempt to connect to a site on the internet (for example, www.pearsonvue.com).

If you are unable to access a site on the internet, contact your local support to determine why your internet connection is down.
If you are able to access a site on the internet, attempt to resume the exam. If the message about the lost internet connection persists, contact VSS for instructions.