Need urgent help for CISSP exam refusal

[Birmingham_UK]

I’m very, very upset and on the verge of tears. Today has been an extremely painful and stressful day for me.

I paid a £700 fee for the CISSP exam at Birmingham, UK, but the exam didn’t even start properly. Instead, it finished abruptly. When I looked at the screen, it showed “Time Expired,” followed by a message stating, “You have not accepted the NDA, and you have now been refused to take the exam.”

The exam was scheduled to begin at 9:00 AM today. After completing detailed security checks, I was seated and ready by 8:54 AM. However, the screen displayed my name along with the message “Time Expired” at 8:54 AM.

Time expired? For what? There was nothing to read, no NDA to accept or reject. I have no idea what happened or why it happened. My nerves were about to burst, and I cannot express how frustrated and disappointed I feel.

After leaving the test center, I tried calling the number +44 20 3960 7800 several times, but no one answered. This has only added to my frustration and disappointment.

I have taken dozens of exams before, but nothing like this has ever happened to me. I feel completely lost. Could someone please help me or guide me on what I should do? PLEASE

[Birmingham_UK]

@AndreaMoore @CBMExamTeam Please help me.

[CBMExamTeam]

@Birmingham_UK 
Thank you for reaching out via the ISC2 Community Board. I'm sorry to learn about your experience with your CISSP exam and the NDA Time Out.

Please send an email with the details of your experience to examadministration@isc2.org and a member of the Exam Administration team will assist you.

CBMExamTeam

[Birmingham_UK]

@CBMExamTeam Thank you for your reply. Could you please tell me how long would it take to get the help? 

I'm very upset, sad and frustrated. It felt like the ground was pulled out from under me and I was devastated and couldn’t believe what I was seeing and hearing.

[denbesten]

@CBMExamTeam 

This is not the first time we have seen reports of the NDA timing out immediately.  

Is it necessary to have a 3 minute time limit for this one particular item?  Would it be possible to instead make the exam 183 minutes long and allow someone to spend however much time as they want on the NDA?

[nkeaton]

I am sorry that happened to you.  Yes, there is a time limit to read and accept the NDA, but it sounds like the test center might have started it early somehow.  I have taken 7 ISC2 exams, and the test center personnel always started it when I sit down.  The advice to send an E-mail will get you better results than posting here.  Only the person assigned to your situation will have all of the details in front of them to help you get this resolved.  No one here could really give you a good estimate.  It sounds more like a Pearson Vue issue, but I believe that ISC2 is the best one to contact as this reflects on their exam.  

[CBMExamTeam]

Hello @denbesten,


Thank you for your inquiry.

Presently, there is no indication that any change to the exam times (to accommodate the NDA) is being considered.

Knowing how much effort goes into preparing for these exams, it’s unfortunate when the NDA Time Out is reached, and the exam shuts down. However, once that 3-minute mark is reached, it is assumed a candidate has not accepted the Agreement, the exam times out and shuts down, and the exam status becomes: Refused.



Just so you know - candidates are afforded multiple opportunities to read the Non-Disclosure Agreement prior to sitting for the exam.

* On our website ( https://www.isc2.org/Exams/Schedule-Exam)
* “Familiarize yourself with the ISC2 Exam Non-Disclosure Agreement before you head to the test center. You will need to accept the terms of the agreement before you can begin your exam. The time limit to review and accept the agreement is three minutes.”
* On the Pearson VUE website before you schedule your exam when you Agree to ISC2 policies

Admission Policy

Sign and agree to the Non-Disclosure Agreement that will be presented at the beginning of your exam. Please take a moment to review the agreement now so that you are familiar with it when you sit for your exam.

* On the Appointment Confirmation email you receive from Pearson VUE when you schedule your exam

Non-Disclosure Agreement (NDA)

Failure to read or accept the ISC2 NDA agreement within the allotted three minutes will result in exam termination and forfeiture of exam appointment. Forfeiture of exam appointment also includes forfeiture of all exam fees. To take the examination at a later date you will be required to re-register


I know this is not the answer you were hoping for, however, this is the current NDA Policy.

We do encourage candidates who experience the NDA Time Out to send an email to examadministration@isc2.org so that a member of our Exam Administration Team can assist.


Kind regards,


Christine Muren​​​​

CC

Exam Administration Coordinator

Based in United States


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1 (727) 316-9388<1>

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[Birmingham_UK]

But here’s the question, @CBMExamTeam , If the time has already expired before the candidate is sent to their seat, who is responsible for all the pain, stress, and loss that the candidate experiences? Can you clarify this?

For example, what is my fault in this situation if I was sent late to my seat and the test had already started? I wasted my entire day, my planning, preparation, the money I spent to reach the test center, and faced psychological, financial, and motivational loss.

Second question, @CBMExamTeam  Could you please tell me that what normally happens in this situation? What outcome or solution should I expect? I have read that this is not the first time, other people have faced this issue as well in past.

[CBMExamTeam]

@Birmingham_UK,

I understand you are devastated by your experience.

Please address your questions below when you hear for the Exam Administration coordinator.

Thank you.

Kind regards,


Christine Muren​​​​

CC

Exam Administration Coordinator

Based in United States


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1 (727) 316-9388<1>

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www.isc2.org<>





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[Birmingham_UK]

@CBMExamTeamCould you please tell me when I would receive help from the "Exam Administration Coordinator"? I am going through a very stressful situation in which I have absolutely no fault.