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Pearson Vue | Technical Issue | Request for Exam Retake Due to Technical Issues

Hi team,

I am writing to request a retake of my AZ-104 exam, which was scheduled for *removed*. Unfortunately, I encountered significant technical issues that impacted my ability to complete the exam under fair conditions.


My exam was originally scheduled for *removed*, but after completing the computer and network check, the exam application crashed. I had to restart my computer, reset my network, and reinstall the software multiple times. I spent over an hour with a PearsonVue support agent on the phone attempting to resolve the issue, and I was only able to start the exam around *removed*.


Given the technical difficulties, I was not mentally prepared for the extended session, which included over two hours spent resolving the issues. As a result, my performance on the exam was negatively impacted. Additionally, I had an important appointment at *removed*, which caused me to rush through the exam.


This is particularly disheartening as I have never failed a certification exam in my career, and I believe these circumstances significantly affected my ability to perform at my best.


I would greatly appreciate the opportunity to retake the exam under fair conditions. I am happy to provide my candidate ID, registration ID, and PearsonVue support case number if required.


Thank you for your understanding and assistance. I look forward to your response.


Best regards,

*removed*

 

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

Hello PCBAF!

Thank you for reaching out to Microsoft’s Community. 

 

We would like to inform you that we moved your thread from [Microsoft Credentials / Certifications / Other] to [Microsoft Credentials / Exams / Exam Registration and Scheduling / Scheduling with Pearson Vue].

 

An Exams specialist moderator will respond to you within the next business day. Please stay connected while they reach out on this forum.

 

Kindly,

Jimmy Llanos.
Microsoft Community Support
Support Hours: Monday to Friday 7:30–17:30 EST
(Except US Public Holidays)
Estimated Response Time: Within 1 Business Day

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Hi PCBAF,

Thank you for contacting the Microsoft Community.

I understand how important it is to have a smooth experience on your exam since you are unable to maximize your time due to the error encountered. Allow me to provide you with everything you need to know.

For us to locate and verify your account, kindly provide the information I requested in the private message that I initiated.

Meanwhile, if you are an active ESI Learner (meaning you are still part of an organization affiliated with the Enterprise Skills Initiative) and have utilized a company discount, please reach out to the ESI support team. They are best equipped to assist you further with the issue that you encountered. I have provided their direct contact details in the private message I initiated. Please use your work email address when creating a ticket with them. They usually respond within 3-5 business days.

If you are not an ESI learner, please be advised that according to FAQs for online proctored exam, any issues encountered before, during, or after the exam should be directed to the Pearson Vue support team. They can provide options or recommendations to help you with rescheduling your exam as they have direct access to your exam appointments.

If you already reached out to ESI (for monitoring purposes) or Pearson Vue (for forwarding to our Support team) and received a case ID, kindly provide it to me through the private message I initiated along with additional information, and I will do my best to help you and follow up with them on your behalf. 

In the meantime, we're working hard to enhance your experience. We truly value your feedback, so please share your thoughts through the Feedback and complaints | Pearson qualifications form. Your detailed explanation of your exam experience will help us address any issues and improve our services for you and others.

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. 

Sincerely,

HarlJake_R06
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Hi PCBAF,

I hope you are doing.

We have not received any update from you. This case will now be locked. Please note that once Private Messaging has been locked and closed, you cannot reply. If you need further assistance, please post a new question.

Sincerely,

HarlJake_R06
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

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Question Info

Last updated December 29, 2024 Views 49 Applies to: