onVue Proctors do not see my video feed during the exam

Just called onVUE customer support (855 542 6924). They straight up just told me that they don't have any technical knowledge in trying to resolve this. A software company whose job is to support test takers across the world do not have at a minimum, a technical department to resolve technical issues. Their only attempt at a solution was to tell me to go to a test center instead.

Pathetic!

On hold now for 30 min to speak to a supervisor.................

Oh and their way of getting rid of you is to put you on hold and never come back. This supervisor just did it to me.

Hi CompTIA03,

Thank you for contacting the Microsoft Community.

We apologize for the inconvenience this may have caused.

Let me help you further by forwarding your case to our Support Team so they can coordinate with Pearson VUE to provide an expedient resolution for your inquiry.

To proceed, please provide the information requested through private message for me to locate and verify your account. We would also need the support ticket/case ID number from Pearson VUE, you may refer to the image below for reference:

Once received, we will be handling this over to our next level Support Team for further assistance.

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.

Best,

Hi CompTIA03,

Thank you for providing the requested details through private message.

For rescheduling your exam, please provide us a copy of your registration form so we can proceed to escalation.

Meanwhile, there is also an option for you through the Pearson VUE site to file a Feedback and complaints directly with regards to your experienced.

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.

Best,

I was not asking for a re-schedule...

Hi CompTIA03,

We can forward your case to our Support Team and coordinate with Pearson VUE as to why they have issues seeing you on the video.

Meanwhile, as mentioned on one of your response, one of their recommendation is to attend the exam via in person/testing center option. We can ask for other options (if any) as it appears that this recommendation does not work for you.

To proceed, kindly forward us the exam registration details of the exam you are taking. Once we have this information, we'll have it forwarded to our Suppor Team.

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,​

Sent the info in private message

Hello CompTIA03,

Thank you for providing the needed information.

Your case has been forwarded to the Support team for further investigation.

Please expect for an update within 3-5 business days.

I will get back to you as soon we received an update on the case.

Best,

Hi CompTIA,

We are still waiting for the update from our support team.

Case id is for your reference regarding the escalation I have forwarded to the Support Team

I’ll update your thread once I heard information from our Support Team.

Best,

​Hi CompTIA,

We received an update from our Support Team.

Please see the response below:

"There are differences between Microsoft and other Pearson VUE clients. The issue in question could be related to those differences; however, it is most likely on your end with security restrictions and firewalls.

It should be noted that Pearson VUE is taking steps to limit these differences between our clients; however, this work may not be completed this year, our goal is the end of 2021 and will hopefully reduce these types of complaints to a smaller fraction.

As for you, our only recommendation is you may take the exam at one of the testing centers of Pearson VUE. If you are not able to find the program or firewall stopping the streaming service to the OnVUE Cloud."

For further information, please visit this link.

Thank you for your understanding.

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. If the resolution provided did not resolve the issue, please post a new question.

Best,