I took PDD today, on 11/29/17, however during the exam their was malfunctioning, and I was unable to click anything or do anything (couldn't go to the exam summary, couldn't go to the previous question or the next question). I raised my hand, and a prometric staff came over and tried to get do anything, and then a message came up in a yellow box, with red text, that said the connection was lost and it was unable to reconnect. The Prometrics people tried to restarted the computer, reset the internet connection and then relogged me in, but it did not work. We tried this twice at my computer station, with no luck. Prometrics then tried to move me to a different computer station, and we also tried twice with no luck. At this point, I was told to leave the computer room, and to remain in the waiting room while Prometrics contacted NCARB.
Prometrics discussed the issue with NCARB technical staff over the phone over multiple phone calls because NCARB was telling Prometric that this was a national issue for candidates taking 5.0 version exams at this time. I remained in the waiting room, not knowing what was going to happen, while Prometric and NCARB played phone tag.
The whole process took about an hour until the Prometric staff member told me they believed (after possibly trying multiple times) to reset their server, that they may have been able to reconnect. I was moved closer to the area to be let back into the test while one Prometric staff tried to see if the computer I originally started on (where the disconnection and outage occurred), would work. The Prometric member frantically began waiving to get me to come in, as it seemed the test may have been back up and running. The Prometric staff outside the room required me to go through all the security checks (as fast as we could) and sign me back in.
Finally, I got back to my computer station the exam was up, however the clock didn't pause during the crash (or while I was frantically trying to get back and get through the security re check).
I think it's because it's a web-based system so in NCARB's end it's still running however at local end and I lost time, as well as questions, because the exam was at a previous place when I sat back down. I still decided to try my best to finish the exam but the crash did have a huge impact on my performance as it didn't have enough time to carefully review every question, the lag was terribly slow and worst then when I started the test before the crash, the mental impact from the situation was impacting the experience, AND THE WORST PART was that when I was trying my best to finish there were at least 5-6 questions I was unable to even see or answer. I tried to go to the Exam Summary, and go to these questions which I knew were incomplete, nothing would show up and the screen would remain blank. I would wait a maximum of 45 seconds, and go back to the exam summary, and then try one of the other ones that were incomplete, same situation, could not even attempt these questions and in effect was forced to get them wrong.
I did report this to NCARB immediately after the exam today on 11/29/17. They told me they were generating an investigation, but that it would be Prometric who decides from their investigation on their end, what may be the ends result of the situation. I felt this was a bit absurd since Prometric was told over the phone that NCARB had server issues and that they were trying to fix the nation-wide outage. That being said,I immediately called Prometric and provide my Confirmation # I was given. They told me that since they provided me with a Confirmation # at the end of the exam, there was already an investigation filed, and that is why I had a # already. They told me to contact NCARB directly, and I explained to them that I just go off the phone with them and they told me that the situation would be handled with Prometric and the decision of what would take place would be render with them. The Prometric Customer Service Rep. on the phone with me, somewhat "chuckled" or made a noise that suggested that that made no sense to him, and told me that he would file another report that elaborated on this. He said they would contact me in 24-48 hours.
I assume I will receive a score report tomorrow, as I took PPD on 10/24/17 and received the score the next day, however I absolutely disagree with this entire situation. Regardless of the score result, I was not given a fair test opportunity. It was a miserable experience in all aspects, especially trying to rush and make up all the difficulties presented to me from the disconnection and outage once I eventually was brought back to the exam after the long delay.
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