NCARB/PSI not addressing PSIs proprietary browser issues
Is anyone else frustrated at the ridiculous lack of effort on NCARBs part to fix the issues when loading the case study PDFs while taking exams at a PSI location? A couple of months ago I lost about 40 mins (fully documented by a PSI agent) on the PA exam while they worked to figure out what was wrong luckily I passed that exam. Last month I took PPD and didn’t experience this issue so I assumed that hat NCARB had fixed the issue. Well, I was wrong today while taking PDD I had the exact same problem as I did with PA. The text in the case study PDFs did not load correctly. I nearly lost it. This time they told me that they had a temporary fix and would reload the exam in Chrome for the remainder of the appointment. When I asked why they didn’t do this in the beginning, I was told per PSI and NCARB policy they will only do this once an issue is for sure experienced. What nonsense! I called NCARB immediately after I completed the exam to ask why they were allowing this to happen. A very subpar representative told me they are aware and that I should write a letter so that it can be presented to their management. I love that he felt I should spend my time writing letters to have know issues fixed instead of focusing on work and studying to pass PPD. So I will use this platform as my letter. Does anyone else find it unacceptable that NCARB, while knowing of ongoing issues that can cause frustration in an already stressful situation, is offering no public communication around this issue since January? Is this acceptable for an exam that takes so much time, energy, and money to pass? Should their agents offer better insights and help than just writing a letter? If Chrome doesn't have this issue why can't PSI just load the exam in that browser to begin with? Since I am aware now that this issue is still unresolved I'll be starting with the case studies on my next testing session. What about those who are not aware? I think they deserve a heads-up. Either fix the issue or communicate why you are not fixing the issue. You need to do better NCARB!
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James,
I agree with you - it's unacceptable! I remember having issues with documents loading when I took the exams too. You need to SIT THERE for 20 seconds and let it slowly load.....
The prometric computers looked to be over 20 yrs old. PSI doesn't sound much better.
You should report issues right away, and NCARB should be giving you a refund, free reschedule.
Rebekka O'Melia, R.A., NCARB, B. Arch, M. Ed, NOMA, Step UP ARE 5.0 Courses
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Same experience, as recent as April 2025, so clearly issue is still not fixed.
Had similar experience with PDD and PPD and the only response I got was that they are aware and will try to make it better. Reading this post from 2023, clearly the issue is still present. I suggest they ask their IT team to put some "instrumentation" in the PSI browser, to investigate where the issue is. It is not acceptable to say "it could be the internet", because it is a easy-out to not have to do work.
I used to be in IT and know exactly how to go about debugging this problem. I just hope someone in NCARB sees this and encourages their IT team to take a serious look, as this is messing up real people, real lives.
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