PPD Prometric Computer Issues

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    Nick NCARB

    Hey Rosemarie,

    Please contact NCARB Customer Service today to report your exam issue. They will be able to help!

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    Rosemarie Maxwell

    I sent them an email yesterday. Thank you so much.

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    Joel Moore

    I had a similar issue on my CE exam a few weeks ago. It was very frustrating and threw me off. I too had a fail on that test, however I do question whether all my answers were answered. I reported the issue to ncarb over a week ago and still haven't received a response.

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    Rosemarie Maxwell

    Hey Joel,
    I am hoping they offer me a credit to retake this exam. Prometric is horrible. I will be happy if NCARB finds a new testing center. The test is stressful enough we do not need the added stress of the computer failing or glitches with the system. I wasted valuable time going back to those questions that said incomplete clicking and even changing my answers and it still said incomplete. I questioned whether all my answers were recorded as answered as well.

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    Joel Moore

    I'd love a credit to retake it. Heck I'd settle for a score verification to to be sure my answers were all counted.

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    Rocio Vidal Ramirez

    I had the same issue last Monday, Oct 19,2020. 2 people came to tried to fix it, they reboot it more than 15 times they made calls to "The Program". They had to move me to another computer and it did deleted a bunch of my answers and it was still very glitchy. I was in extreme severe panic attack, I even have provided NCARB with my disability paperwork for this that I suffer from a long time ago, so having to experience this is very very detrimental to me. When it was finally "fixed" I was so out of focus and shaken and I didn't even had time to recheck my whole exam. I wrote NCARB immediately after the exam and I still haven't received a response. I'm sad to let you all know that this is not a Prometric issue. This is an "app" (program/ software) issue. Meaning this is an NCARB program issue. I know this because not also I had those issues but there were also questions that you couldn't even pick a right answer and even when they provide "resources" for the case studies or formulas or else, those don't run. How are we even supposed to answer if we cant even get into the resources to answer the questions. Lastly, this is NOT the FIRST time I had issues with exams from NCARB. And I have taken numerous other exams that are not NCARB at the Prometrics sites. I had taken LEED, AICP, Brokers exam, college entry exams, etc and I've repeated some. And NEVER have I ever had an issue with those. Also, coincidentally Ive never seen any other person at the test site having issues when Im taking my exam, just me if Im taking an NCARB exam. I'm still waiting for NCARB to respond. My only conclusion is that this is part of the plan to keep having us retaking the exams and wasting more and more money. I studied for months, full time. Whats "funnier" is that for example, I was able to pass CDS exam on V 4.0 on the first try. All the V 4.0 I passed on the first try. Now all the info from those exam topics is exactly what I'm not passing on V 5.0? So every time I go take V 5.0 I just forget everything I already know and proved I knew in the other exams? The way this exam is done, worded, having to write in calculations and round off to depends whatever and having to click on an image god knows where exactly they want the little square of correct area to be, even if you are marking the correct answer, if you missed by half a pixel, off from the wall line in the image, its marked wrong. Also the having all answers are being correct ones but having to pick one which is the most correct, according to whatever NCARB believes even if its very very subjective, because all answers are correct ones. Its all designed to keep failing people. And to make matters worst, the software is glitchy and freezes and doesnt let you select or doesnt let you go through the resources, its almost impossible to pass. And good luck trying to get any help from NCARB. Just keep paying... It's almost a case we should bring to the Department of Consumers Affairs. It almost feel fraudulent. Because even after all these issues, we never get any help or are not even allowed to see if what we marked was really wrong or it was unmarked by the glitchy program or god knows what. If nothing is done specially with my exam on Monday I might consider some other avenues if anybody wants to join me on this.

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    Joshua Shaw

    PPD is my last exam to pass, I sat for it 3 times last year. Each and every time my computer froze in the middle of the exam. You are not alone. 

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    Rocio Vidal Ramirez

    Joshua, Joel, Rosemarie, let me know if you know of other people with the same issues. Let’s do something about this. During a pandemic is not the time to have people wasting money and time retaking exams designed to make you fail with the way is written and with software that keeps crashing and it’s glitchy at the testing site. I have failed several times on ARE 5.0 doesn’t seem like a coincidence that so many people are experiencing the same exact thing. Something needs to be done.

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    Rosemarie Maxwell

    Hello All, I am still waiting for a response from NCARB, however I am hoping they issue a voucher for me to retake the test. I have not had these computer issues in other exams. With so much of us with similar complaints about the PPD exam. NCARB should consider extending the time for the PPD EXAM or give less questions on this exam to make allowances for the glitches that my occur in the program during this exam. It is not fair that after the sacrifices we have to make in our lives which do not just affect us but also our families, that we have our exam time cut short because of errors in the computer program.

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    Ewa Sabala

    The computer issues happened to me twice during my two attempts of PPD exams. The second time I got the error message and my computer fail twice during one exam. When it happened on my first exam I wrote to NCARB and they responded that they won't give a credit nor allow to retake this exam earlier. Sorry but I wouldn't have much hopes that NCARB would do anything about it.

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    Maan Smoka

    We are in the same boat.  I encountered this computer issue twice. In Dec. 2019 while taking the PDD exam NCARB gave me a credit to retake. While they worked on my computer and restarted the system,  I noticed an older version of windows. Therefore, instead of driving only 25 minutes, I booked at another test center and drove almost an hour to take my tests. In September, 2020, this computer issue happened again while taking my  PPD exam at the other test center as well.  But, this time NCARB did not give me a credit to retake.  FYI when you answer or view more than 10% of the questions during the exam you cannot retake unless you wait 60 days even when NCARB gives you a credit. This is what I was told by NCARB customer service.

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    Rosemarie Maxwell

    Hi Maan,
    I have not heard back from NCARB yet regarding a credit but after viewing my score report all of my sections were level 3 with exception of Content Area 1 which was a level 4 but Content Area 1 is only 10% of the exam. I really feel like had the computer issues not happened I would have passed. I was so nervous and mentally drained after the computer issues. I am hoping they give me a credit towards retaking the exam like they did for you.

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    Rocio Vidal Ramirez

    Rosemarie
    They haven’t give me a credit nor responded. I had 3 sections on a level 3 the other 2 I passed. I’m pretty sure I would have passed if it wasn’t for all the issues as well. But a whole week and I have received no answer from them, just like the rest of you. I’m taking PPD tomorrow again. I’ll see what happens if I run into the same issues once again. Something needs to be done.

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    Rosemarie Maxwell (Edited )

    Hey Rocio,
    I'm going to follow up with NCARB. Good luck on your test tomorrow. It's sucks that we have to worry about computer issues as well as the content of the exams.

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    Rocio Vidal Ramirez

    Well is NCARB is not willing to do anything about it then we need to do something because look at how many of us this had happened and continues to happen. This is unacceptable.

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    Billiejo LeSage

    I took the PPD Exam August 7 and again Oct 23 (this past Friday). I did experience the exam throwing an error at both exams with a required reboot. This last time it was during the last case study while flipping through the tabs and I believe I do recall it was during the last case study as well, if not then the first case study. It is unsettling when it happens the first time, annoying that it occurred the second time. Sadly, I still did not managed to get a pass on this exam, and my last one too. I am going to reach out to NCARB since it is not a fluke for me and seems, I am not alone.

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    Joel Moore

    Hey just wanted to give an update. I finally heard back from NCARB this morning. They are giving me a seat credit. They said a score verification wouldn't be able to determine if my questions were recorded correctly.

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    Wing Sun Chu

    I wonder what the criteria for NCARB's giving of seat credit are. From past experiences, I have never received a seat credit even though prometric confirmed that there had been computer problems during the day that i took the exam. I also gave a call to NCARB to no effect.

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    Rosemarie Maxwell

    Hey all, I received an email from NCARB as well with a seat credit this afternoon.

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    EUN SUK BYUN

    Congrat! Rosemarie,

    I had the same issue while I was taking the PPD today. The computer was frozen twice with an error message. I just left a message if I could get the credit for retaking the exam. 

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    Rocio Vidal Ramirez

    I took PPD today my computer froze twice and even some questions in the multiple choice, one selection was blank, empty, nothing. How are we supposed to pass exams when there’s glitches and errors? I still haven’t heard from NCARB. If you know anyone with the same issues let me know. I want to gather a list of people with this issues. Write me at rvida7@hotmail.com. I want to know where you took the exam, which one, did you have issues, what issues, did you pass or not, how many times this happened, did NCARB helped. And I’ll see where we go. Just let me know through email.

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    Natalia Zimina (Edited )

    My computer froze as well, and  the time was ticking - TWICE! I failed. I have called NCARB customer service and requested a credit for retaking the exam. It is not enough that we have 1.5 min in average to answer questions involving complex calculations and decisions, but now we have to endure even more unnecessary stress! I still haven't receive a response from NCARB in almost 2 month. This is outrageous! Transferring to ARE 5.0 was suppose to make things easier, but now it is much worst! It costs five times  more money  to acquire preparation material, because no-one knows how to prepare for an exam covering such vast areas of expertise.

    I took exam on 9/21/2020, Reed Hartman testing center, Cincinnati OH

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    Rocio Vidal Ramirez

    @natalia I had to insist and send numerous emails. I finally got a response from customer service and he basically called me a liar. That there was no reports of me having issues with the exams in any of the two occasions when I took PPD and PDD. I responded with... check the cameras and the videos. Nothing. I ended up contacting the whole executive board about this. I was still called a liar that I had no issues but they were gonna give me credit to retake but I needed to wait 2 months anyways as to so... keep the integrity of the test. You know until I forget what I learned. This is all very unfair and version 5.0 was completely designed to fail people. I had wrote here about contacting me about this issue but publicly people seemed to have chickened out. I’m sure people think they might be put on a blacklist or something but the. That’s why these things keep happening. Thank you for writing here, I’m retaking the exams hopefully end of December and if this happens again I will find other avenues to deal with it. Whoever wants to join me. Let me know. This is monopoly and a racket and possibly a scam as they know what’s happening and just ignoring it and saying we lie.

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    Somaya Etemadmoghadam

    This stupid situation happened to me & NCARB conveniently reimbursed me for the exam fee not understanding I have to wait another two months & I have to loose so many hrs of quality time with my baby & family & the rest of story.

    What is the point of these drag & drop questions if computers can't handle it? I swear there's no real life challenge for architects to drag & drop something in their profession

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    Rocio Vidal Ramirez

    Hey Somaya, I’m waiting to see if the “update” is really any update and these things stop happening. If this continues then we can find other avenues to deal with this. Because this is something else.

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