Have to trouble to launch Exam

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xi ling

December 29, 2020 16:19

I have a test in the afternoon but cannot launch the exam. Keep popping out the error message. There is no problem with my system check. 

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• Official comment

  

  NCARB December 29, 2020 16:23 (Edited December 29, 2020 16:27)

  Hi Xi,

  You need to contact Prometric technical support. You should see a "Contact Support" button in the top menu bar of the ProProctor launch screen. 

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  David Salamon December 31, 2020 00:54

  Xi Ling - I had the same experience today.  No one from Prometric was available for tech support either. After more than 1-1/2 hours I gave up.

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  Grace Choi December 31, 2020 11:04 (Edited December 31, 2020 11:10)

  I had the exact same problem Monday December 28th. After 3 hours of troubleshooting even with tech support, I had to give up. I have a suspicion that there was a bug in the app. It kept telling me there's problem with my internet connection, which I clearly didn't have. It has been 5 days now and I am still having trouble re-scheduling ( I just learned NCARB needs to re-set my eligibility status). I second Xi- it is very frustrating to keep taking days off from work for this exam.  

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  Michael Riscica December 31, 2020 16:31

  Grace, 

  It is very important that you fill out the independent survey regarding your recent testing experience. YoungArchitect.com/NCARBsurvey 

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  xi ling January 02, 2021 19:35

  Hi Grace Choi,

  I rescheduled the exam in late January, but Prometric/ Ncarb used my own pre-purchased seat credit instead of the canceled one. 

  I called Prometric for a refund, but they told me that they have no authority. Prometric suggested to email their customer department, I feel like that I am a ball kicked between Prometric and Ncarb, they are soooo arrogant......

   

   

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  Michael Riscica January 02, 2021 19:50

  Xi, 

  Make sure you let your state board and AIA Chapter know about the problems you are having with NCARB and Prometric.  

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  natalia titova February 21, 2021 17:46

  i have the same issue right now. My exam is at 12-15. Not its 12-45 and i cannot launch the application.

  what did you guys end up doing?

   

  natalia

   

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  Grace Choi February 23, 2021 10:56

  I had to reschedule 2 months out from my initial test date, which was the earliest appointment I could get. This time, the app ran abit better, although it got disconnected once in the middle of the exam. I think i was more mentally prepared this time in terms of being aware of what could possibly go wrong with the app. Im sure you were able to figure it out but I think they give you 2 hour buffer time for starting the exam.  

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