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For future online proctored Microsoft exams with Pearson VUE, the exam check-in and photo-capture process is time-limited and must complete successfully for the session to start, so the most reliable mitigation is to prepare alternatives and know who to contact if the mobile workflow fails again.
Actionable suggestions for next time:
- Prepare both phone and laptop for check-in
- Ensure the Samsung device is updated and has a stable network connection before starting check-in.
- Also prepare the laptop webcam as a backup: clear the exam area in advance and position the laptop so it can easily capture the desk and room if the phone app hangs again.
- Use the supported photo-capture options
- The process allows either:
- A mobile phone to capture the required exam area photos, or
- A webcam if no phone is available or the phone workflow fails.
- If the phone app gets stuck, switch promptly to using the webcam rather than repeatedly retrying the phone, to stay within the check-in window.
- The process allows either:
- Keep the exam area “clean” and easy to photograph
- Before starting check-in, clear the desk and walls of prohibited items so that any re-capture from the laptop is quick.
- Unplug and turn away any additional monitors and turn off other computers in the area.
- Stay within the check-in window
- Check-in can start 30 minutes before and up to 15 minutes after the appointment time. Start early so there is time to switch from phone to webcam if needed.
- If the issue recurs, contact support
- If technical issues with the OnVUE mobile capture persist before or after the exam, contact certification support.
- During the exam or check-in, use Pearson OnVUE Support live chat from the exam interface rather than the phone.
If taking photos or rearranging the environment within the allotted time is difficult, consider requesting an accommodation in advance so the setup and check-in requirements can be adjusted where appropriate.
References:
