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GMAT Online Exam Technical Issues

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Yosefinahalim

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13 Sep 2021, 08:42

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I had similar issue. I took the Online exam on Sept 4th and the exam was halted in middle. The proctor suggested me to reschedule the exam. Now I am waiting responses from MBA_com, to reschedule my exam. It's been almost two weeks! Do you know who should I contact to resolve my query? Thank you!

juanar

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13 Sep 2021, 15:53

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Yosefinahalim

They contacted me 2 weeks after I submitted the query. You can try insisting in contacting [email protected] , they should get back to you

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13 Sep 2021, 15:55

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It seems two weeks is there a standard timeframe. I don’t know if it is the standard wait time or something else takes that long are they just wait for the clock to run out for you to reschedule the test but I’m consistently hearing two weeks…
🤷‍♂️

juanar

Yosefinahalim

They contacted me 2 weeks after I submitted the query. You can try insisting in contacting [email protected] , they should get back to you

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vijaykhot

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14 Sep 2021, 18:51

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juanar

Yosefinahalim

They contacted me 2 weeks after I submitted the query. You can try insisting in contacting [email protected] , they should get back to you

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I took the test on August 27. Had serious lag issues! So, I decided to terminate the exam after attempting the exam for about an hour. I wrote to GMAC right after I finished the exam. I recieved a mail from them on september 3rd. They gave a voucher code which is only valid for the online GMAT exam. After that I could schedule my GMAT online using the voucher code the very next day. So, I don't think there is a two week standard wait time. But, I don't know why they take so much time to reply in many cases. I have reschedule my exam this week. Hopefully, I won't have to face the lag this time.

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14 Sep 2021, 18:53

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Thank you for sharing your experience!
That’s good to know. Good luck with your next attempt.

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Sucharitadas

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15 Sep 2021, 19:36

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Yosefinahalim

same issue with me. How can such an important exam have such bad customer service? Seems like they deliberately do not respond to the queries even after charging $250!!

My time for applications is running out too!!

ANy suggestion anyone??

LokeshNayak

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23 Oct 2021, 03:39

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I faced simlar issue.

I gave my online test yesterday and expereince was pathetic.
Interface was damn slow.Everytime i clicked an "option" or "next" ,it would take 3-4 sec to respond. so you can imagine such an issue costed me around 4-5 min for each section overall and the transition to next question would again took some 10-15 sec (but timer stopped at this time) and this time kept on increasing with exam flow and needless to mention the unnecessary anxiety i had in this wait time.
By the time i reached verbal(it was my 2nd section) this interface got super slow to take my request. In question transition it took 20-30 secs
Finally in IR when i marked an answer and clicked next (i did take good amount of time to respond) it would take me to the sectional break screen of AWA ,wait for 1 min and then moved me back again to IR section's next question and ultimately stopped taking my response.I asked proctor to help and he advised to restart.I did the same but no good.So then proctor advised that i could end this test and that he will mark it "in-complete" and raise a CRM ticket to GMAC and asked me to drop GMAC mail regarding retest.
PS: my Internet was 20-Mbps and i have very upgraded system.16GB DDR4 ram samsung SSD i3 7th gen windows 10pro. I use pretty heavy and multiple softwares at a time and never faced any lag in my system.

I received re-attempt voucher code from GMAC and I am very happy that they were super quick,less than 3 hours, to respond to my mail.

I think the secure browser software,which protor gave me in form of zip file, was having some problem because the extraction and installation took time.And after the exam i could see that "power options" and "task manager" is missing.It says "some settings are managed by you system administrator".

bwbwbw

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07 Nov 2021, 09:33

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Faced the same issue today, 7 Nov 2021, as well.

In the beginning, when connecting to the proctor, their conferencing system was not very good. The sound of the proctor was echoing and the proctor couldn't hear me. They thought it was my internet's problem, but it was not. In the end they told me to use zoom instead, so I moved to zoom. It was so much better - we could hear each other clearly. The proctor tried to set-up the exam but couldn't put in the right passkey for quite a while. The proctor eventually managed to get the right key and so could get the exam started. This whole set-up took 45 mins though, instead of the estimated 15 mins.

The exam began, and the whole system was very very veryyyyyyyy laggy. For instance, I took the verbal section first and in the first question, I couldnt click on anything for 5 minutes. Then same thing happened for the next question. Took me 10 minutes to get through the first 2 questions. Tried calling the proctor, but no one was there. From that point (2 questions into the exam), I knew it was going to be a very long and tiring exam. After the 2 questions, the system improved a bit (didnt take me 5 minutes to click on anything), but the next button was still very slow. Took 30s or so to go to the next question every time, and this was deducted from the overall clock. So lost a lot of time on this. Tried to speed up and catch up in the later part of the section. But towards the end, the browser suddenly shutdown on its own. The proctor had to restart it. Again, lost a lot of time on that and in the end the section ran out of time.

The first section was already so mentally draining because of the whole lag. I asked the proctor what's wrong and if they could help fix it. However, the proctor was just continuing to read off a script and asking if I wanted to take a break or not (hellooo...priorities!!!) I told the proctor that you are not answering my question and addressing my issue at all. In the end, the proctor told me to contact GMAT about the error instead. So at that point was really frustrated already, knowing that I had to endure another 2 hrs worth of super lagging system that will obvs lead to unoptimal outcomes.

The subsequent sections (Quant and IR) I just had to endure the lag. Not any better at all.

The AWA section was slightly better because didn't have to click next. But the text typing was not very real time either. Was also lagging. But at least i didn't have to endure a few more lagging next buttons.

Anyways, have reported this to GMAT. Hopefully they reply with some sort of compensation! It's really unfair. If I were to retake the gmat, would prefer to do it offline.

agnstallodds

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15 Nov 2021, 06:07

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I took the exam on Nov 14th 2021 and I also had a lot of issues. I was extremely disappointed; At first I thought this was rare, so I was really having a bad day thinking why this should happen to me! But after reading these, I realize I am not alone.

I live in Canada and have a 1 Gbps internet. I test it often and the speed is always above 900 Mbps. So CLEARLY this is a problem on their side.

The issues I had:

1. Taking several seconds to select each answer
2. Taking several seconds to confirm the answer
1 & 2 add up to 5+ minutes for each section and that is critical for any test taker regardless of how good he/she is!

3. After Quant was done, I clicked on "Begin Break" to have my break. Guess what happened? It directly went to Verbal!!!

4. IR experience was even worst. In additional to normal lag, it was taking 10 seconds to toggle between tables in MSR. When I tried to use the calculator, the screen froze and it literally gave a "Secure Browser Not Responding" message!

5. and Just when I thought it cannot get worst, in AWA I had to wait several seconds for text to appear after typing.

I am surprised though, as to why they even encourage test takers to take the exam online (especially in locations where Test Centers are open) when they cannot deliver a smooth experience, KNOWING that having a smooth experience in such a test is not a luxury or nice-to-have but an absolute necessity.

bwbwbw

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15 Nov 2021, 07:07

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Update: i managed to get a refund for my test. And they encouraged me to take offline instead. Hopefully they fix the online system soon, and in the meantime explicitly not recommend the online test for test takers to the potential issues. It would save people's time and sanity

agnstallodds

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17 Nov 2021, 13:26

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Update on my case:

They got back to me today and gave me a voucher for another ONLINE exam. It was a total of 3 business days, so relatively fast but I still missed the round 1 deadline which was today!

I asked if I can get a voucher for a test center but they instead processed a refund (5-7 biz days). I think because online exams are through Examity which is different vendor than Pearson.

Rums93

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20 Nov 2021, 14:47

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Same experience in July 2021. I lost 20 minutes on the verbal section, I ended up contacting them and they canceled my score due to technical difficulties, and refunded me the exam fee.

7738343450

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27 Nov 2021, 02:28

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On 24th Nov 2021 gave exam at 9:30am but due to technical issue it started very late. my internet speed is 150 mbps . First i was using Mac system , according to proctor ess secure was giving issue. she was adding her codes to start exam but she was getting error of access denied. She thought its ess secure issue so i suggest ; can we shift to other laptop. she said we can try on another laptop. In windows 10 , we tried all things , still we were getting access code & other application issue. somehow exam started. In middle of exam , i was not able to tick answers and click on next, it was taking at-least 5 seconds lagging. Around 15-20 Q onwards i can see lagging and glitch. i was calling for proctor for many times but she did not appear. i was calling proctor for at-least 10-15 minutes. test got hanged at 24 Q. i could not click anything. ultimately Quant section got submitted , without ticking any Question after 24. it was terrible. In break Proctor came, i asked her ; i was shouting where u been. she said your voice is choppy. even though voice is having any issue ,she can see me on webcam. suddenly i guess something click and verabal setion started. she asked to continue but again i was facing same issue ; i cant click next . After i guess 40-50 mins, technical support came. he check all system . looks like window 10 and Mac system was fine.

finally she asked me , do you want to continue? i said NO ..as my quant section got submitted without even ticking 6 Questions and it was not my fault. also from 18th Q onwards i was saying glitch which ultimately frustrated me to click hard .please check recorded video. i was clicking , trying and heavily calling proctor.

After all this , i wrote mail to customer care , they gave voucher to rebook exam but i can book only ONLINE version and after 16 days only i can take exam.

SHRUJAL

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27 Nov 2021, 15:39

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Hi Everyone ,

I faced the exact same issue in my test today. The secure browser was very slow and I couldn't even click on the next button . I think I might have lost around 10 mins in navigating issues. Moreover I got logged out of the test more than 5 times during the verbal section. The break thing happened to me as well. As I clicked on the break button , the browser got stuck and Quant section started immediately. The proctor did nothing in this situation. In Quant section , the timer was ticking so fast that the 62 mins provided got over within 1/2 an hour itself . Similarly I got 15 mins for IR and 15 mins for AWA.Instead of the test running for 3.5 hours , it got over within 2.5 hours. I also didn't get any option to select/ cancel my scores. I didn't get any option to send my scores to 5 schools. I have mailed customer care now. Did any of you get the resolution after you mailed the support team? I really want to know if they cancel the scores and allow us to take another test free of cost? Do they cancel our attempt as well ?

Regards,
Shrujal

Queen789

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13 Dec 2021, 00:03

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I guys, a friend faced the same issue yesterday. She has written to MBA.com..did it get resolved for you guys eventually? If yes, how long it took?

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SHRUJAL

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13 Dec 2021, 00:30

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Queen789

I guys, a friend faced the same issue yesterday. She has written to MBA.com..did it get resolved for you guys eventually? If yes, how long it took?

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Hi

So I wrote to GMAC regarding the technical error. They replied to me in 20 days. They sent me a GMATONLINE voucher to retake the test. They also cancelled my attempt. But since they took 20 days , I went ahead and booked a test center exam. I informed them about this and they sent me a refund.

Regards
Shrujal

abhi67542

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14 Dec 2021, 03:01

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marines

Hi Everyone,

I just wanted to share the TERRIBLE experience I had when taking the GMAT online exam.

I schedule a GMAT online test for last Saturday, August 7th. Since the very beginning the GMAT's secure browser had a lag- it took roughly 30 seconds after I clicked the "NEXT" button for the next screen to pop up - 30 seconds that the browser took away from my time and then about a minute to load the next question. The lag kept getting worst- by the time I got to the IR section, I was able to only answer the 1st question because the browser took 26 Minutes to load the next question!! And of course, that section only lasts 30 minutes and thus, I was only unable to answer 11/12 questions. The lag was so bad that I wouldn't have been able to answer all the questions even if I had just guessed the answer. The extreme lag was not my only issue- the calculator and whiteboard features didn't work- when I tried opening them, a blank blue square would pop up; the clock that indicates the time left in each section disappeared; and when clicking "start break" for each of the two breaks, the system completely skipped and popped up the next section.

The proctor at first told me that the "lag was on my end" and I got super stressed out as I was running out of time because of the lag and because the internet at my place is very good; never has any issues and thus, I new the issue was actually the browser. But, after repeatedly pointing out that it was taking 5+ minutes for the next question to load, the proctor noticed that it was a browser issue. She paused the exam and had me restart my computer 3 times but, and as I previously mentioned, the lag only kept on getting worst. Finally, the proctor told me that she would submit a ticket online to get my exam audited for technical issues and now, I am just waiting to hear back from GMAT about resolving this issue/rescheduling my exam BUT the deadline for the MBA program that I was planning on enrolling to is 2 weeks from today and they need to have the GMAT score by them....

Overall, I DO NOT recommend taking the online exam if you wish to get tested under normal & fair conditions. It seems like GMAT still has a lot of improvements to make on the secure browser that they use. Terrible experience and now I am at risk of not being able to enroll to school this fall. Just thought I'd share in case anyone is looking at taking the online version.

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Queen789

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15 Dec 2021, 03:33

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Hi, we got a new voucher issued but it is of Online Exam. Anyway I can avoid this lagging issue this time? I have a new/upgraded laptop with me, which I can use. Any other precaution to take?

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SHRUJAL

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GMAT 1: 640 Q46 V30 Verified score

GMAT 2: 730 Q49 V41 Verified score

GRE 1: Q167 V150 Verified score

GPA: 3.97

Products:

Schools: Tepper '24 (D) Fuqua '24 (D) Kenan-Flagler '24 (A) Johnson '24 (WL) NUS (D)

GMAT 2: 730 Q49 V41 Verified score

GRE 1: Q167 V150 Verified score

Posts: 66

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15 Dec 2021, 04:24

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Queen789

Hi ,

I think the issue is not with our laptop but with their software. So there is still a chance that same thing might happen again . It is always better to take the test center exam. You could ask them to give you the refund and you may book the test center test

Miketime

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23 Dec 2021, 00:40

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SHRUJAL

Queen789

You're very right. I experienced the glitch, got a voucher to reschedule, did the exam on 23rd November. It was all going well through the quantitative, but while doing the verbal the exam screen got closed abruptly. I alerted the proctor who was able to restore the exam window and I was able finished it.
When the result was displayed, I had to start reading word after word because I couldn't believe what I saw; an absolute drop with a V12. So annoying!

I contacted customer care and I was told there'll be a review of the test and I should give max 20 business days for the official result to be out.
The official result is out and nothing has changed.
I can say unequivocally, that is not the result of what I did.

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