Getting error "We encountered an unexpected error. Please try again later. If this issue continues, please contact site support"

Hi Mohammed,

Thank you for contacting the Microsoft Community.

I understand that you encountered an error message when trying to schedule your azure exam. I know how important it is for you to have a hassle-free experience in registering for an exam, as we value your time. Now that I am aware of the issue, rest assured that I will work on this diligently.

For us to further review your case, kindly provide me with a step-by-step screenshot using Problem Steps Recorder (PSR) (click this link for MAC device) throughout the entire process starting from the sign-in page up until the error page, along with the requested information, through the private message I have initiated. This will allow me to investigate your case further and provide you with more options.

Meanwhile, we recommend that you do not use diacritics in the address section, as this is one of the possible reasons why you are receiving the error message. Additionally, we've found that candidates who also encounter a blank page when scheduling or rescheduling their exams are likely experiencing browser issues.

For candidates who have set their language to English (United States) in their learning profile:

• Clear Cache and Cookies

• Update the browser

• Ensure your internet is stable.

• Allow all cookies and third-party cookies in your browser settings. Then try to schedule your exam.

Meanwhile, for candidates whose language settings aren’t English (United States) in their learning profile:

• You may try changing it to English (United States). Below is an image to guide you on how to make the change.

  

• One done, Clear Cache and Cookies

• Update the browser

• Ensure your internet is stable.

• Allow all cookies and third-party cookies in your browser settings. Then try to schedule your exam.

For immediate assistance is needed in scheduling your exam, kindly reach out to the Pearson VUE support team as they are responsible for supporting assistance with the status of your exam and they are the one who can modify and have visibility for the available slots/dates. However, if you will utilize a company discount on your account, it is most recommended contacting ESI support as they are best equipped with options to help you further and can work with Pearson VUE on your behalf to make sure that the discount will apply on your exam. I have provided their direct contact details to the private message I initiated. Kindly use your work email address when creating a ticket with them:(They usually respond within 3-5 business days. )

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hi Mohammed,

As discussed, please ensure that you do not include any special characters (such as ! @ # / , . etc.) in your information, including your address, to avoid any issues with scheduling your exam.

To successfully schedule your exam, kindly sign into Learn using the same personal Microsoft account (MSA) you used to schedule your exam before. Moreover, I encourage you to conduct the basic troubleshooting steps listed below before scheduling your exam, to make sure that this is not a browser-related issue:

1. Open Problem Steps Recorder (PSR) for Windows | Click this link if MAC device

2. Make sure you have the latest browser (Edge/Chrome/IE or Mozilla Firefox) and try using your browser in InPrivate/Incognito. 

3. Clear browser cache and cookies and allow all cookies/third party cookies on your browser settings. 

4. Then access the Browse Credentials and select the preferred exam. 

5. Make sure your contact information is up to date on your certification profile and that your name matches the legal identification, and kindly ensure to fill out all the required fields marked with an asterisk* and don't include any Special Characters (like., \! @ # etc.,) in your information (including in your address).

6. If you're using a discount, you can check Vouchers and Redeeming discount on how you can use your discount.

7. Follow the on-screen steps to select a location, schedule your exam appointment, and complete payment.

If you are still unable to schedule your exam, kindly provide me a step-by-step screenshot using Problem Steps Recorder (PSR) (click this link for MAC device) throughout the entire process starting from the sign-in page up until the error page, along with the requested information, through the private message I have initiated. This will allow me to investigate your case further and provide you with more options.

Otherwise, if this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond, even through Private Messages. If the resolution provided did not resolve the issue, please post a new question.

Best regards,

Hi Ruby,

The unexpected error recording video is updated in your private message. Kindly please check it and resolve it ASAP. Still I can't able to schedule the exam, throwing the unexpected error only.

Hi Mohammed,

As discussed, please ensure that you do not include any special characters (such as ! @ # / , . etc.) in your information, including your address, to avoid any issues with scheduling your exam.

If you already removed any special characters in your information and you are still unable to schedule your exam, kindly provide me a step-by-step screenshot using Problem Steps Recorder (PSR) (click this link for MAC device) throughout the entire process starting from the sign-in page up until the error page, along with the requested information, through the private message I have initiated. This will allow me to investigate your case further and provide you with more options.

Otherwise, if this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond, even through Private Messages. If the resolution provided did not resolve the issue, please post a new question.

Best regards,

Hi Ruby,

I tried these whole things, still i am getting unexpected error. Please watch out the step-by-step recording video in your private message.

Thanks.

Facing same issue. Followed all the resolution steps still facing same error with my personal as well as work account. Kindly help.

Hi Mohammed,

Thank you for your time and cooperation today as we work on scheduling your exam.

With the information that you have provided, I have now forwarded your case to the support team so they can further investigate your case.

You may send me a private message if you want to know the status of the escalation. At the same time, we will be updating this public post every 3-5 business days. Rest assured that I will keep an eye on this case, and I'll update you once resolution is received.

Best Regards,

Hi Lasya,

Thank you for sharing that you’ve experienced the same issue.

I checked our database and found that you have an ongoing conversation with me, and I have provided a response to your query. For additional details, please refer to your original post. Your continued engagement is important to us, and we aim to provide you with comprehensive support.

To avoid confusion in resolution, I will now close and lock this post.

Should you need clarification regarding the update provided, please reply to your existing thread.

Best Regards, 

Hi Ruby_D05

This error persists, and I am currently unable to schedule exams. I'm encountering the same issue right now. Please advise. I followed all the steps that you have mentioned.

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Receiving the same issue. Tried all the clear cache/data, different variations of address etc etc etc.

I have gone between both sites around 5-10 times previously without issue on previous exam / reschedules.

Therefore the issue is with Microsoft or Pierson Vue.