Pro Proctor Constant Reconnection Issues
This happened on 12/20/2020. Sunday night, Eastern Time.
Test is scheduled for 7pm and started the check in around 6:30pm.
First disconnection occurred at 2:20:00 TIME REMAINING. The first reconnect was successful. Then was disconnected again with 20 MINS REMAINING.
From then on it took constant tries of reconnecting for about 3 hours straight. There would be times it would be constant error codes, and the few times I finally got a proctor to show up either the proctor has mic. issues or the program would disconnect again with an error code. Before the error code screen is dismissed, the proctor can still chat with me through voice, but they keep saying check the internet while the voice chat is working with no delay what so ever (wtf?!). It was also suggested there are firewall issues...??? If firewall was an issue, I should have had trouble in the VERY BEGINNING or during the first reconnect. Or is the system check just some BS graphic in place to pretend stuff is being checked? The fact that they try to blame connection issues all on the client-side is BS. Get some proper servers to host your stuff. Are all of us supposed to have like 10gigabit business-grade hardwired internet with a LAN line plugged into RJ45 jacks?
To be clear, at times when the program finally successfully launches, I can't even proceed after a successful system check. Also as mentioned in the last paragraph, it can still disconnect me when I'm waiting for a proctor to contact me. Last but not least, when I DO get a proctor to show up, it can still suddenly disconnect. But the kicker is if I don't clear the error screen I can still talk to the proctor. WTF?
I don't understand how I could go through almost the entire test, with only 1 disconnect at frst to not being able to reconnect at all when there was only 7 problems and 20 minutes remaining just to have that blamed on my internet connection.
Throughout these final 3 hours straight of trying to reconnect, my husband was constantly monitoring internet speeds and no other sites/services were having connection issues with our wifi. On top of that, if the proctors were not trained to have some more extensive tools to help with technical issues, why is there nobody at all on the live chat at the other end or some kind of hotline in place? You opened up after hour timeslots (for the US) for us to take, and not have any infrastructure around this kind of setup? Wtf? A lot of these labors is outsourced anyway so I fail to see how there is absolutely no one I can talk to with an exam that has asked exam takers to take additional steps to show that we are honest.
The last proctor said my ID was too hard to verify, and wouldn't let me continue. If it wasn't clear enough, how did the first proctor and first reconnect allow me to continue the test? There should be other info or ID to help with this process, no? Like more specific test exam numbers? And why is a valid Green Card not a proper ID? If quality is clearly an issue, why was it not specified for people to get a webcam that has autofocus?
The last proctor I was in contact with also kept redirecting me to the links that "supposedly" had support staff on standby and a phone number with no one able to take the call. Why does none of these first line staff have any basic training about your system/IT knowledge? And if you say that's not their job, where is the support staff for your first line staff?
All in all this was at least 6 hours I lost to absolutely horrid remote testing infrastructure for nothing. I got nothing out of it. Didn't even get to go back in to just resubmit with 7 problems left blank. If so much is asked of the client to sit in an isolated room with late exam times that go well into the night, the paying customers should also have at least access to some customer service that can either just let us reschedule right away. The disrespect to exam takers' time with how this system has been designed to work (or not work for that matter) is ridiculous.
Please reach out to NCARB Customer Service today and report all information that is provided within this post. They will be able to assist you further.Comment actions
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