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Pearson Vue | Revoked Exam | Using of Headset: Pearson Vue - Exam terminated due to headphones

Before my exam, I followed all the guidance: I prepared my space, barricaded my office door, and checked in as soon as the exam check-in opened. The proctor called me via the app, asked me to show my room using webcam, and specifically asked if the headphones I was wearing were noise-canceling. I said “yes” (I was wearing large over-ear Bluetooth headphones), and the proctor allowed me to start the exam.

Here’s what happened next:

  • ***Removed*** in: The proctor messages me via chat, asking if my headphones are wired or wireless. I replied, “wireless.”

  • ***Removed*** in: I was abruptly kicked out of the exam with a pop-up message stating I was using a prohibited item.

I immediately contacted support and was told it was because I was wearing headphones. I’ve barely slept, trying to process how this happened: The proctor clearly noticed the headphones during check-in and even asked about them before allowing me to start the exam. If the policy explicitly states that headphones are not allowed, how was I allowed to proceed? Did proctor ask the wrong question OR was it done intentionally? Either way - It feels unfair, unprofessional and just wrong.

Now I’m stuck waiting***Removed*** for their “specialized team” to review the video evidence. This was my first-ever Microsoft exam, and it was already my second attempt (the first was ruined by an OnVUE app's tech glitch). I’ve already lost two days of my time because of how poorly this process has been handled.

***Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy***

Hi VadimSlanciov,

Thank you for contacting the Microsoft Community.

I understand that you’ve put in significant effort to prepare for your exam despite facing inconvenience due to the prohibited materials. Let me offer some recommendations to resolve this issue.

First, for me to have a visibility on your account, kindly provide the requested information through the private message I have initiated. This will allow me to further investigate your case and provide more options.

Moreover, if you are trying to utilize a company discount on your exam, I recommend you directly contacting ESI Support Team (they typically respond 3-5 business days) as they cater questions/concerns related with ESI discounts and they will coordinate with Pearson VUE on how you can reschedule and proceed with the exam. Kindly refer to the private message for their contact information and make sure to log in using your work email address.

However, if you are not an ESI Learner and no company discount has been utilized, please be advised that for any issues, which occurred before, during or after an exam, we recommend our test takers to contact Pearson VUE support (they typically respond 3-5 business days) directly as they have the tools to modify your exam and can investigate what happened to provide options available for you.

Please be advised that as per the Pearson Vue's Traveling the online testing route page, it is mentioned that the following items are not allowed in your testing space:

• Mobile phones, hand-held computers/personal digital assistants (PDAs) or other electronic devices, pagers, and watches

• Books or notes (unless specifically authorized by your exam program)

• Writing instruments, paper, notepads

• Wallets or purses/handbags

• Eyeglass cases

• Firearms or other weapons

• Headphones/headsets (unless approved by your test sponsor).

After contacting the above-mentioned Support Teams and further assistance is needed, kindly provide the Case ID or Support Request Number in the private message for us to monitor your case as well and to provide assistance in your case.

Additionally, regarding the experience you had with OnVUE, we recommend you send your feedback through their Feedback and complaints, this will improve their service and take actions to avoid this kind of experience happening again.

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,

Steven_B29
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hi VadimSlanciov,

Thank you for your patience and understanding.

With your concern, I have now forwarded your case to our Support Team for investigation and possible options for your case.

For transparency, please refer to the private message I initiated for your Case ID.

Please expect an update within 3-5 business days or as soon as we hear back from our Support Team.

Best Regards,

Steven_B29
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hi VadimSlanciov,

Thank you for your patience and understanding.

Great news! I already have an update with our Support Team regarding your concern.

Kindly refer to the private message I have initiated for assistance and update form our Support Team.

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,

Steven_B29
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hi VadimSlanciov,

Since we have not received a response from you, we’ll proceed in closing and locking the case. Please note that once Private Messaging has been locked and closed, you cannot reply. If the resolution provided did not resolve the issue, please post a new question.

Best Regards,

Steven_B29
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Question Info

Last updated December 6, 2024 Views 121 Applies to: