Prometric / NCARB Onsite Exam Technical Issues

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    Alexa Stewart

    The same thing happened to me a few weeks ago. I had four crashes and three different computers, and eventually just gave up and didn't review my last questions. I'm impressed you kept going through 25 crashes! We shouldn't have to deal with any technical difficulties during an exam. When the test freezes, especially in the middle of a calculation or reading multiple resources, it's so jarring to your focus. Keep bugging NCARB for a seat credit, you deserve another chance at it!

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    David Ferrara

    I could not agree more and thanks.  By the way, how did your test turn out?  Did you retake and if so, did these problems happen again?  I am very curious to know if this is going to happen again to me.  I do not want to go through that again.  How are we supposed to stay on track for licensure with these issues?!

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    John Desousa

    Hi David.
    Earlier today, I had similar issues with Prometric Center out in Clark, NJ for my Programming and Analysis Exam at 8:30AM. It went like this: wanted to send a details (I emailed this to NCARB earlier while it is fresh in my mind):

    -I first completed half of multiple choice questions and the Case 1 and 2 questions. Then I returned back to the multiple choice and was going strong. With 16 minutes left, I got the first 'Connection Lost. Please wait to reconnect' prompt and I waited 1 minute for it to reconnect. This was the first time I ever saw this. After the one minute, I click on the window and it reconnected which was fine. It happened again 3 more times, and each time I clicked the window right away to reconnect as I learned from the first time. At 15 minutes left, my screen went completely black to which I stepped out of the testing room to warn the Prometric employee. They rebooted the computer, signed in, stepped away, and signed me back in. When I saw the test was back, I was there was a running clock of 10 minutes left to which I asked if I would get my time back. I was told it was not in her control so I pushed through determined to completed my remaining 15 or so questions. At 9 minutes left, I got a black screen again. Then, I was asked to wait in the waiting room as the employee would have to reach out to help desk and see what is going on. I waited for 20 minutes and got called back in with the 9 minutes on. I sat down at the same computer and after 20 seconds or so, I got a black screen again. I stepped out a, now, 4th time to let them know. Another employee helped move me to another desk diagonal from where I was with now 5 minutes left. I finished what I could there but I had unanswered, unseen questions left. At the end, I asked the process of how to go about these 10 minutes and series of computer issues. I was told to each out to NCARB and that Prometric's report about my computer issues would be documented in a few days. I asked for more like a reference number because I was so frustrated about the situation that leaving empty handed with no plan was not going to cut it. After some heavy breathing exercises, a little bit of healthy screaming in my parked car, and 2 or so beers, I am planning for a retake regardless next week after NCARB reaches out. I don’t think I would of made it to 25 crashes because 4 drove me absolutely bonkers. I barely answered 2 questions with the 5 minutes left. I lost my focus so bad with my time lost. Sucks this is happening but a little relived it’s not only me because everyone around me at the time was just fine. I did not even try to see my score.

    By the way, no one at the Prometric center told me about this being an issue. It was really handled quiet poorly and I didn’t get a case number. Just told to contact NCARB and they will let me know on what to do next.

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    Sean Engle

    Just my $.02 - but I quit taking the tests in Prometric centers and instead have been doing all of it remotely.  I did it initially because of COVID, however now I find the remote format to be much more calming (as you are at home), not commuting, not dealing with stale air rooms and people coughing...  Although you're still subjected to the same sad pdf/whiteboard interface, so...  =)

    Prometric seems to be using offices in Guatemala for proctoring on the remote exams (at least for the US west coast - I'm in Seattle).  So, perhaps the issues both of you are describing are with the local NY/NJ Prometric offices' connections.  I would imagine that since the remote location is outside the US, it's more robust (no guarantees on that)?  All I know is that I have taken three remote exams and zero interruptions of the type you describe.  

    Good luck to you both!

    //sse

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