Prometric Online Proctoring - Major Technical Issues

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Annie Chen

April 16, 2021 16:27

My NCARB remote proctored exam on 4/15/21 had major technical difficulties from check-in through trying to take the exam which prevented me from completing it. During check-in, the screen froze and the proctor chatted that she had lost the connection, but I couldn't respond using the chat box so I signed out and signed back in. When I finally was able to start the exam after checking in a 2nd time with a different person, I could not get past the 1st question because when I opened the white board (sketchpad) and typed in text, I was unable to close the window. I hadn't zoomed or used any other operations in the white board except to type text. I troubleshooted with the proctor for a while but wasn't able to close the window, so they told me to exit out of the exam and contact the help desk.

 

The help desk remoted into my computer to check and change some settings, but at this point, it was already late in the evening and they told me that if I log back into my exam, the time would pick up where I left off, and I didn't want to proceed with the exam with time taken off the clock because of a technical problem. That is not fair to the test-taker. The help desk said that I can contact Prometric to reschedule. 

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  nrespecki April 19, 2021 13:48

  Hi Annie,

  Please reach out to NCARB Customer Service for assistance on your testing issue. 

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  Fernando Luis Rivera Tirado June 10, 2021 16:54

  I never comment on public forums but I feel compelled to do so.  For each exam I have run into this very issue.  Prometric system is rather archaic and cumbersome and no real solution is presented to resolve this.  

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