Exam has been terminated unfairly

Question

I complied with the proctor's explicit direct commands, and I should not be penalized for a Pearson VUE staff training error.

This is my first time taking such exam.

My exam was terminated due to the proctor mentioned leaving the exam place. Before leaving, I notified the proctor via chat that I will take a break and the proctor mentioned to click the button on the upper right corner of the screen. I saw a button next to the time remaining and clicked it. Thinking that it is already on pause since the button has been clicked, I stood up. Then the proctor called me and I conversed with the proctor, I mentioned if I clicked the correct button and she said that they cannot confirm so then I confirmed if I can leave and gave me a go ahead. This is kind of unfair, as I was not aware where the pause button was and the proctor instructed me to where it is but could not verify if it was correct.

Answer 1

You paused the timer, not clicked on take a break which is on the left-hand menu. You need to be conversant with the process and policies of the exam environment https://learn.microsoft.com/en-us/credentials/support/exam-duration-exam-experience#unscheduled-breaks-on-exams

Contact Pearson Vue support https://home.pearsonvue.com/microsoft/contact and raise a case

Answer 2

Based on the described scenario, the key issue is whether the break was started correctly in the exam UI. For Microsoft certification exams delivered via Pearson VUE/OnVUE, breaks must be initiated using the dedicated “Take a break” control in the exam interface; simply informing the proctor or clicking another button near the timer is not sufficient.

Relevant points from the documented policy:

1. To start a break, the exam UI must be used:
   • “To start a break, select the ‘Take a break’ icon in the left navigation pane.”
   • The break is not started by clicking the timer or a button next to the timer.
2. Once a break is launched:
   • The exam clock continues to run during the break.
   • Questions seen before the break cannot be revisited after returning.
3. You may leave the camera view only if a break has been properly initiated:
   • “You may leave the view of the camera while you are on break… You must make sure to initiate a break through the exam UI or your exam will be revoked.”
4. If the proctor’s guidance caused incorrect use of the break feature, this is something that must be reviewed by Pearson VUE and Microsoft Certification support, not something that can be fixed directly in the Q&A community:
   • If the break was taken correctly, moderators advise raising a case with Pearson VUE support and also with Credentials support so they can review the session recording and determine whether the revocation was appropriate.

Recommended next steps:

1. Open a case with Pearson VUE support
   • Explain that the proctor explicitly instructed which button to click, could not confirm whether it was correct, and then verbally authorized leaving the workstation.
   • Ask for a review of the session recording and the revocation decision.
2. Open a case with Microsoft Credentials support
   • Provide the exam ID, date/time, and a detailed description of the interaction with the proctor.
   • Request that the case be reviewed in light of the documented break policy and the proctor’s instructions.

These two channels (Pearson VUE support and Microsoft Credentials support) are the documented escalation paths when an exam is revoked and the candidate believes they complied with instructions.

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References:

• Exam duration and exam experience
• Frequently asked questions (FAQs) about online proctored exams
• Exam and assessment lab security policy
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