Server shutdown for 60+ mins followed by unfair test conditions that resulted...

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    Ryan Dayag (Edited )

    I found this very informative.  I hope they find a resolution to this prior to me moving over to ARE 5.0.  Seems like a lot of issues occur in the ARE 5.0 tests.

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    Joan NCARB

    Jared,

    The issue that created the need to restart your exam yesterday is being resolved.  I have forwarded your post to NCARB's customer service.  While you can expect them to contact you today, you are also welcome to give them a call at 202-879-0520.  We apologize for the inconvenience.  

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    Jared Lanctot

    Hi Joan,

    Thank you for the reply, and forwarding my post to NCARB's customer service. I filed out an investigation with both NCARB and Prometric after leaving the test center yesterday. I have not been contacted by either, yet. 

    I just logged onto my NCARB record, and a FAIL was posted for my PDD exam 11/29/17. I disagree with this as a fair evaluation and grade for this exam.  The situation is completely unacceptable. I will share the results of the investigations once they are presented to me for everyone. 

    Since this seemed to be an NCARB server technical issue, I hope NCARB will take responsibility for this and realize how unfair this was for me. It would make no sense for NCARB to not provide a seat credit within my NCARB record so I am able to reschedule at no cost. On top of the cost and seat credit, it would also only seem fair that the three opportunities for a single division to be credited, since NCARB only allows candidates to take a specific exam 3 times in a 12 month period. 

    I continue to sit in limbo about how this will be resolved.

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    Joan NCARB

    Jared,

    It's my understanding, based on my communication with NCARB customer service, that this has been resolved for you.  Yesterday's exam does not count toward your 3 attempts per 12 month period.  Keep in mind that, when a number of candidates are affected by technical issues, it does take some time for NCARB's customer service and exam teams to work with our testing partners to resolve the technical issue and manage each candidate's specific circumstances.  Thank you for your patience.  

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    Jared Lanctot

    Hi Joan,

    I did receive a call today today from NCARB informing me that my exam was being credited I would be gaining the ability in roughly 24 hours to re schedule. Before the phone call ended, I did ask the representative from NCARB if this would or would not count towards my 3 attempts per 12 month period.  The representative put me on hold, for a while, and when they came back I was informed they could not provide an answer to this at said time, and that they would call me back, which has not happened thus far. It would only make sense to me that I would not be penalized and have this count towards  the 3, but I wanted to double down, and make sure. 

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    Jared Lanctot

    Hi Joan,

     

    I wanted to inform you that I did receive a phone call this morning from NCARB customer service telling me that they confirm the test will be re credited to me, and that it will not count towards the 3 attempts in a 12 month period as you explained above. Thank you. The only other question I have for you is, how does this credit get displayed to me? I signed into my record online, and under the 'exam' tab it shows the word "FAIL" for this exam, and in blue it has an option to "Pay and schedule". How will this change and how will i know when I am re credited to sign up to re take this exam using the NCARB credit? Thank you.

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    Jared Lanctot

    Hi Joan,

    Okay, I received my credit, and understand how this works. When I went to use my credit for this test, and schedule my test, it is making me wait 60 days from the 11/29/17 test that malfunctioned. This seems highly unfair, that I would have to wait the 60 day period? It would be fair for me to take this test sooner than waiting for a typical failed test. Please help advise. Thank you.

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    Mathew Wellhausen

    Joan,

    Has this test freezing issue been resolved? I get to retake this same exam at my own cost after having a very similar experience as Jared on 11/21, however my response from NCARB was very different. It took 22 days for NCARB to respond, and they basically said that no time was wasted during reboot/shutdown. Funny, because I watched the clock tick as I tried everything I could think of to go forward or backward, just to watch the Prometric employee do the same thing before restarting it numerous times. Needless to say, I did not complete all the questions. 

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    Jared Lanctot

    Hi Matthew,

    I did not finalize posting to my last comment, I realized, but they did fix the 60 day period to reschedule following that issue. I think these issues are on going, and I have the same concerns, along with a handful of my peers going into these tests moving forward. I do not see NCARB doing anything to remedy this if its happening still...

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    Thomas Sherburne

    This thread is disconcerting.  There have been many instances of exam malfunctions written throughout the ARE 5.0 Community, indeed, since its adoption in November 2016.  When may we expect a consistent  - or, at least, reasonably reliable - testing experience?

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