topic Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help in Exams

Urgent Issue with CISSP-ISSAP Exam - Seeking Help

jaynevado — Sat, 23 Sep 2023 23:33:42 GMT

Hello everyone,

I'm facing a significant problem this morning with my recent CISSP-ISSAP exam, and I'm hoping to get some guidance or insights from the community.

Here's what happened:
1. I agreed to the Non-Disclosure Agreement (NDA) and proceeded to the next screen to begin my exam.

2. However, as soon as I reached the screen just before the actual exam, where it instructs you to hit "Next," the exam abruptly ended without allowing me to start.

3. I immediately sought assistance from the exam proctor. She asked if I accepted the NDA which I did, then she contacted Pearson VUE support for assistance. Unfortunately, despite their efforts, they couldn't restart the exam.

4. The test administrator filed a case with Pearson VUE to investigate the issue, and I have a case number for reference.

My concerns:
I used my first attempt voucher for this exam, and I also have a retake voucher from the August "Peace of Mind" promotion, which is valid until November 15, 2023. Given the circumstances, I'm worried about the impending expiration of my voucher and my certification timeline.

I would like to inquire if there's any possibility to reschedule my first attempt voucher exam before September 30, 2023 or later to avoid any further delays.

The exam proctor has submitted a report to Pearson Vue, and I plan to follow up with Pearson Technical Support next Monday to expedite the resolution process.

Any advice or insights from the community would be greatly appreciated. Has anyone else encountered a similar issue or successfully rescheduled their exam under such circumstances?

Thank you for your help!

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

dcontesti — Sat, 23 Sep 2023 23:39:12 GMT

Best for you to contact Member Support. Did the exam supervisor provide any paper work to you?

@AndreaMoore would you be kind enough to forward this internally?

Regards

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

jaynevado — Sun, 24 Sep 2023 16:42:53 GMT

@dcontesti

The exam supervisor only provided me with the case number and failed printout of the result.

Unfortunately, there is no way for me to take the exam this month as yesterday was counted as my first attempt and I'll have to wait 30 free days for the 2nd take. Unless Pearson Vue can reverse it. My August Peace of Mind promotion is completely useless now.

@AndreaMoore Any advice on how to get this issue reversed by making my first attempt not count and reissue me a September Peace of Mind promotion?

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

AndreaMoore — Mon, 25 Sep 2023 11:34:46 GMT

@jaynevado You'll need to seek assistance from our exam admin team on this: examadministration@isc2.org

Please have all your documentation like a Pearson Vue case number, etc. when you speak with them. You can call and speak with someone using the contact info here: https://www.isc2.org/contact-us.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

CBMExamTeam — Mon, 25 Sep 2023 15:07:57 GMT

Thank you for contacting ISC2 via the Community Board. I will send you a private Message.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

CBMExamTeam — Mon, 25 Sep 2023 15:13:10 GMT

@jaynevado
I see you have reached out to our Exam Administration team with your issue. I have assigned your case to myself, and I will contact you via email from Exam Administration.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

heatmizer6 — Tue, 26 Sep 2023 06:07:17 GMT

Hi,

This exact thing happened to me this morning 26 Sept. I also have a retake voucher and don't this to be used as my first take.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

jaynevado — Tue, 26 Sep 2023 06:23:01 GMT

@heatmizer6 Also experienced an issue with ISSAP? Please email examadministration@isc2.org

so they can take a look at what's going on.

@AndreaMoore Other candidates may be experiencing similar issues.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

AndreaMoore — Tue, 26 Sep 2023 17:21:54 GMT

@heatmizer6 Can you please reach out to examadministration@isc2.org as well and provide your details and information?

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

heatmizer6 — Tue, 26 Sep 2023 18:18:00 GMT

Hi Andrea,

I sent an email this morning. I'm interested to know if this has happened to others. I'm in Bahrain on a US Navy base. It kind of took me by surprise and had me doubting myself until I found this thread. Hopefully this issue can be fixed promptly.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

ANKITGUPTA1109 — Wed, 27 Sep 2023 15:02:23 GMT

This happened with me today, is there any solution?

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

ANKITGUPTA1109 — Wed, 27 Sep 2023 15:03:05 GMT

I faced the same issue. @AndreaMoore @CBMExamTeam Please check this against my profile.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

CBMExamTeam — Wed, 27 Sep 2023 15:07:59 GMT

@ANKITGUPTA1109 Thank you for contacting ISC2 via the Community Board. I will send you a private Message.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

CBMExamTeam — Wed, 27 Sep 2023 15:20:56 GMT

@heatmizer6 Thank you for contacting ISC2 via the Community Board. I will send you a private Message.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

heatmizer6 — Fri, 29 Sep 2023 09:46:22 GMT

Thanks,

I'm still very interested to know if the issue has been fixed. I don't want to reschedule the test to find out the same problem still exists.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

AndreaMoore — Fri, 29 Sep 2023 15:56:10 GMT

@heatmizer6 I checked, you have a case assigned to you and they are looking into the situation. Someone will contact you as soon as they have an update.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

heatmizer6 — Mon, 09 Oct 2023 05:10:26 GMT

Hello,

Pearson Vue sent an emailing that read as followed:

Dear Pearson VUE Testing Candidate,

Thank you for contacting Pearson VUE Customer Service.

We understand that you had some complaints about your testing experience on September 26, 2023. We sincerely apologize for the inconveniences you faced. The exam review team did find you chose to end your exam. As a one-time courtesy please use the following voucher to schedule your next ISC2 exam at no additional charge:

I'm glad that they sent another voucher and according to the email from ISC2 Per Pearson VUE, the ISSAP exam issue has been resolved. I'm wondering why they said I choose the end the exam or are they covering for an actual issue with the delivery? Either way I thought I share what i received.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

AndreaMoore — Mon, 09 Oct 2023 20:41:53 GMT

@heatmizer6

I believe you should be receiving an email or call soon from our ISC2 support team (as well as anyone else in your similar situation).

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

denbesten — Tue, 10 Oct 2023 01:45:43 GMT

This might be a good question to follow up with an "are you sure?" and maybe even a second "are you really, really sure? It will cost you" prompt.

Re: Urgent Issue with CISSP-ISSAP Exam - Seeking Help

jaynevado — Mon, 16 Oct 2023 15:26:15 GMT

To ISSAP Candidates and Aspirants,

I just wanted to update everyone that the issue with the exam has been resolved. I took and enjoyed the ISSAP test last week!

Thank you @AndreaMoore and @CBMExamTeam for your help!