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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  xi ling December 29, 2020 21:27

  It was the most horrible testing experience I ever had. I don't even start the exam like others.

  
  I talked with more than ten Prometric agents since morning but no one can offer a solution. I keep trying to install and uninstall the Pro Protector app and jump between different laptops during the whole day that is supposed to be a testing time.

  
  I believe candidates spend tons of hours before the exam and prepare everything well just for the exam, It is also not easy for me to take off from the work, it is a disrespect to our time and efforts.

  
  The available time for rescheduling is not even reasonable for a working individual which is always at the midnight...

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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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