Technical problems

If a technical problem occurs during a candidate's exam, follow these guidelines:

Before you contact VSS for technical problems, press Ctrl+R on the keyboard to refresh the exam screen. If this solves the problem, you do not need to contact VSS.
If an error message appears on the screen, write it down. If possible, stop the exam. Escort the candidate out of the testing room and call VSS.
Internet-based 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 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.

If the problem cannot be resolved within 30 minutes, ask the candidate if he or she is able to wait or would prefer to reschedule the appointment. Be sure to ask the candidate if he or she wants to wait or reschedule because sometimes a candidate will later ask for compensation if he or she had to wait. If a candidate is given the option to reschedule but decides to wait, the candidate may forfeit any claim to compensation. If the candidate has any questions, he or she must contact the call center. Be sure to document this in a case. If the candidate wants to reschedule, contact VSS for assistance.
If the candidate waits and the exam is able to be resumed, determine whether or not the candidate lost any exam time due to the problem and add time to the exam if necessary. (See Using the Administrator Override options.) In most instances, the exam resumes where it left off. If the exam cannot be resumed, contact VSS immediately.
Whenever a technical issue affects a candidate's testing experience, create a case, selecting the appropriate options:

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

Exam delivery

Problem with Pearson VUE application

For problems with other software:

Exam delivery

Problem with computer software

For hardware issues with the candidate's delivery workstation:

Exam delivery

Hardware issue