Test Center Exam Issues / Asked to reschedule

Hi NCARB,

I just returned from a test center where I was scheduled to take the PPD division of the ARE. Unfortunately, my appointment was canceled due to technical issues at the start of the session. The proctor informed me that a report was filed regarding the incident. Below is a summary of the issues I experienced:

1- The proctor initially had trouble loading the exam onto the computer. I waited in the lobby while they made several attempts and spoke to someone on the phone for assistance.

2- Once the proctor confirmed the exam was ready, I was directed to my workstation. I completed the initial pages (disclaimers, etc.) and reached the exam summary page. Upon opening the whiteboard, I noticed that the toolbar labels were missing. I reported this to the proctor, who asked me to leave the room while they attempted to reload the exam.

3- The proctors discussed troubleshooting steps, mentioning the use of the Chrome browser. I was then asked to return to my station. The exam had restarted and showed the welcome screen. I proceeded again to the summary page, and while the whiteboard eventually loaded with a delay, the reference materials failed to display—only a blank screen appeared. I notified the proctor and was again asked to wait outside.

4- The proctor attempted to reload the exam one more time, this time specifically mentioning the use of the Chrome browser. After verifying my name and test details, clicking to proceed brought up an internet browser window that did not resemble the ARE exam interface.

After these repeated attempts, I was asked to wait  to see if the issue could be resolved. I waited with another ARE candidate for an hour. Eventually, we were informed that we would need to reschedule. The proctor confirmed a report had been filed and instructed us to contact PSI.

Per the NCARB ARE guidelines, I’m contacting NCARB in writing to report the issue (also did through email and your Instagram page). Please advise on what steps I should take next. I would like to reschedule this exam as soon as possible.

Also, please clarify whether NCARB recommends that test takers verify early in the exam that tools like the whiteboard and reference materials are functioning properly. I’ve seen forum posts of candidates reaching the case studies only to find the references not loading, which is especially frustrating after completing most of the exam. Should we open a case study question at the start to confirm everything works, given these recurring technical issues?

Thanks,

Marcos