Urgent Issue with CISSP-ISSAP Exam - Seeking Help

[jaynevado]

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!

[sfcoldblood]

I'm sorry to hear about your situation. Have you received any response from ISC2? I faced a similar issue today where my exam was terminated before I even entered the exam room. I briefly used the restroom after the check-in process, only to return and discover that the exam timer had started automatically. They informed me that my exam was terminated because I didn't accept the NDA within the 2-minute window on the test machine. I also have a free retake voucher, but I'm curious to know if the standard 30-day waiting period for retaking the test applies in our cases.

[AndreaMoore]

@sfcoldblood Please reach out to our team for assistance: https://www.isc2.org/Contact-Us 

[sfcoldblood]

Thanks @AndreaMoore for your prompt responce.

I've contacted the team, but I'm quite worried due to the scarce availability in England for rescheduling the exam before the 'peace of mind' retake voucher expires. This is particularly concerning as I require the CISSP certification for a job opportunity, and there's a risk of missing out on the offer if I have to wait an additional 30 days. I'm also troubled because the exam was terminated before I even entered the examination room, and I believe I haven't done anything to warrant this.

[AndreaMoore]

@sfcoldblood I've asked someone from the team to reach out to you to assist. 

[Birmingham_UK]

The same thing happened to me today, in CISSP exam, Birmingham-UK. The computer informed me that my exam was terminated because I didn’t accept the NDA.

The exam was scheduled to start at 9:00 AM. After completing the detailed security check, I went to my exam seat, but the screen already displayed “Time Expired” at 8:54 AM. There was nothing to read or scroll through—no NDA or anything else to accept or reject.

Time expired? For what? There was absolutely nothing on the screen to read, or NDA. I have no idea what happened or why it happened. My nerves were about to burst, and I can’t find the words to express my frustration and disappointment. After leaving the test centre, I tried to call on this number  +44 20 3960 7800, so get some help, but nobody picked the phone. Which was another disappointing and disturbing thing for me at the same time. I have given 10’s of exams before never happened this with me before. @AndreaMoore @sfcoldblood could you please guide me on this situation? Please 

[AndreaMoore]

@Birmingham_UK 

I have forwarded your message to our member support team. 

[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 Thank you very much Andrea Moore. I just noticed and read you reply, after posting my second message on this trial.

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.

Please help me ASAP. 

[Birmingham_UK]

@AndreaMooreCould you please tell me when I would receive the help? I am going through a very stressful situation in which I have absolutely no fault.

[Birmingham_UK]

@AndreaMoore could you help me any more?