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juliahamm24
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Online GMAT Issues 26 Sep 2020, 13:26
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Hello,
Has anyone had an issue with the test not launching during the scheduled time? The "Begin Exam" button never populated for me. I even rescheduled my exam after this happened the first time hoping it would work during the next time slot, however it still never populated.
Where "Begin Exam" should have been, it said "Why can't I begin my exam?". When I clicked on this it listed out 4 reasons that were not applicable (Exam Completed, Not within testing window, Future Exam, Exam no longer available).
No one seemed to be available to help resolve this issue. I will be emailing in regards to this shortly.

Thanks,
Julia
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Online GMAT Issues 30 Sep 2020, 07:35
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Hey - has anyone figured out a solution to when the proctor is not able to see your video? It happened to me today, and I am trying to find a potential solution before booking another exam - thanks in advance for the help
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Online GMAT Issues 30 Sep 2020, 07:39
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SairamRamo
I had my exam scheduled today @ 9.15 am 31st August.

I've logged into my Computer at 9 am for the check-in process. After uploading photos of myself, Photo ID, and of the test environment, I was directed to the penultimate screen saying you are almost done with the check-in process . After a few mins, my proctor contacted me via Chat saying that "I'm unable to see your video stream, Kindly check if Firewall and VPN are turned off. If that doesn't work kindly quit and reopen your application"

I have done the same, and the problem still persists. So the proctor has asked to use a different computer. So I have tried it on my 2nd personal computer
(My 1st attempt was on Windows PC with internet connection via LAN)

Now my second attempt was on Macbook connected via Wifi. I still faced the issue. Not once, but twice. So they have given me an option to reschedule, so I have rescheduled it to tomorrow 7.45 am Sept 1st

Hope I will be able to give the exam tomorrow without any hurdles

I still wonder where exactly the issue was. I'm pretty sure that there are no issues with my Net connection (100mbps up/down) or with my computers (System test was done on these computers a week back prior to the exam)

Suggestions from anyone, on what else I need to check or can do prior to the exam to avoid the above-stated issues.
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Figured out a solution yet? I faced the same issue today
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Online GMAT Issues 30 Sep 2020, 07:50
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pabpinor
Hi all,

As we are facing the challenges of this new Online GMAT experience lets collect here the issues we encounter and their solutions (if any).

1.- Registration block, 2 weeks from the current date (Solved, extra capacity added)

2.- Vouchers not available for the Online GMAT (Pending, expected by May, not specific ETA yet)

3.- Black screen with video down during the exam (Being addressed, no ETA yet)

4.- Exam not launching (Being addressed, seems an issue on the verification step by PearsonVUE)

5.- Black screen after submitting photos and the exam status in mba.com (Refunded and allowed to take again the test 20 days later)

6.- Technical difficulties that lag the exam (Already rescheduled)


If you encounter other issues, post them here so we can have a better understanding of the situation.

If you have not done it, contact GMAC customer service about your issue, from experience I would say that the website form does not work at all, so send a detailed email to customercare@gmac.com (or your regional contact email) so they can take care of it.

Regards,
Pablo
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Hey - has anyone found a potential solution to the video not reaching the proctor problem?

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Online GMAT Issues 30 Sep 2020, 08:00
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KevinMaloneSr
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Hi all,

As we are facing the challenges of this new Online GMAT experience lets collect here the issues we encounter and their solutions (if any).

1.- Registration block, 2 weeks from the current date (Solved, extra capacity added)

2.- Vouchers not available for the Online GMAT (Pending, expected by May, not specific ETA yet)

3.- Black screen with video down during the exam (Being addressed, no ETA yet)

4.- Exam not launching (Being addressed, seems an issue on the verification step by PearsonVUE)

5.- Black screen after submitting photos and the exam status in mba.com (Refunded and allowed to take again the test 20 days later)

6.- Technical difficulties that lag the exam (Already rescheduled)


If you encounter other issues, post them here so we can have a better understanding of the situation.

If you have not done it, contact GMAC customer service about your issue, from experience I would say that the website form does not work at all, so send a detailed email to customercare@gmac.com (or your regional contact email) so they can take care of it.

Regards,
Pablo

Hey - has anyone found a potential solution to the video not reaching the proctor problem?

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Hey Kevin, I don't think there's a solution for this since even Pearson VUE doesn't know exactly why this is happening (based on my experiences)!
So try giving the exam with a different laptop and/or with a different internet connection (if possible). It's a trial and error for now!
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Online GMAT Issues 10 Oct 2020, 09:00
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Hi, Monica

Sorry to hear your awful experience. In fact the same issue occurred to me as well during verbal section AND IR section on my 15th, July test. However the pearsonvue and GMAC insisted that there was no technical issue. ( Although, I asked for help for million times to the proctor during the exam, shouting “please someone help me with my system!!”, no one answered. If they have recorded me throughout the test, I cant understand how they could possibly say there was no issue. :( Funny thing is they refunded my test fee. ) Anyway after claiming for months, I just gave up. It seems like there is no way but to register one more exam.
I hope at least you get the chance to reschedule the exam.

MonicaAvala
Completed GMAT Online exam despite technical error that reduced the total exam time. Not receiving any resolution about retest.


I first attempted the GMAT online exam on 2nd May 2020 (when physical whiteboards were not permitted). When their policy changed to allow Physical whiteboards I was given then chance to take the GMAT online exam again (had to pay the exam fees again) under the condition that the score from my second attempt (with physical whiteboard) would be considered only if it is higher than the score from my first attempt. Otherwise, the score from my first attempt would be retained (fair enough).

However, during my second attempt (6th July 2020), I lost a few mins during the quant section due to a technical error where the screen wasn't responding to my cursor movements. I had to restart my exam as directed by the proctor after a lot of waiting, and continue the remainder of the exam in a complete state of panic. It seemed that the timer kept running even as I restarted my system. However, I logged back in and completed the exam (despite lesser than the stipulated time) and got my score which was obviously not satisfactory. I reported to PEARSON VUE (even before I got my scores) asking to allow me a retest since this was a legit technical glitch which affected not only that particular section where I lost time but also my state of mind for the remainder of the exam. Since this was already a second attempt of the exam (a permitted exception by GMAT due to the whiteboard policy change) and since I got my score already, they are unable to arrive at a conclusion regarding my request for a retest.

A. It has been 17 days now and they're not clarifying my request for a retest. As of now I've only been informed that they requested an authorization from GMAC to allow for a retest but they cannot assure it will be approved in my case. The round 1 application deadlines are all in Sept first week and I see myself missing them all thanks to GMAC and PearsonVUE's delayed resolution.

B. They are not commenting about the validity of my current score

C. I don't know if my current score will be nullified if they allow a retest (that's scary, my current score is 710 and I don't want to end up in a scenario where I get less than 700 in the retest and lose my 710 which I rightfully earned with lesser than usual time limit)


Does anyone know what happens to the previous score if a retest is permitted?

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Online GMAT Issues 10 Oct 2020, 11:54
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KevinMaloneSr
Hey - has anyone figured out a solution to when the proctor is not able to see your video? It happened to me today, and I am trying to find a potential solution before booking another exam - thanks in advance for the help
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Same thing happened with me in yesterday exam . I need your help in this matter ,what you have done after this problem.

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Online GMAT Issues 10 Oct 2020, 12:55
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SairamRamo
I had my exam scheduled today @ 9.15 am 31st August.

I've logged into my Computer at 9 am for the check-in process. After uploading photos of myself, Photo ID, and of the test environment, I was directed to the penultimate screen saying you are almost done with the check-in process . After a few mins, my proctor contacted me via Chat saying that "I'm unable to see your video stream, Kindly check if Firewall and VPN are turned off. If that doesn't work kindly quit and reopen your application"

I have done the same, and the problem still persists. So the proctor has asked to use a different computer. So I have tried it on my 2nd personal computer
(My 1st attempt was on Windows PC with internet connection via LAN)

Now my second attempt was on Macbook connected via Wifi. I still faced the issue. Not once, but twice. So they have given me an option to reschedule, so I have rescheduled it to tomorrow 7.45 am Sept 1st

Hope I will be able to give the exam tomorrow without any hurdles

I still wonder where exactly the issue was. I'm pretty sure that there are no issues with my Net connection (100mbps up/down) or with my computers (System test was done on these computers a week back prior to the exam)

Suggestions from anyone, on what else I need to check or can do prior to the exam to avoid the above-stated issues.
Show more

Was your issue resolved or were you allowed retest???

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Online GMAT Issues 10 Oct 2020, 12:57
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shreyas007
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Hi Everyone,

I was scheduled to take my online GMAT test on July 9th. After successful system checks (which upon reading from all your experiences, are clearly flawed) and early check in process, while waiting to commence, the proctor said she couldn’t see me a.k.a my webcam isn't transmitting to theirs

So I got rescheduled to next day. July 10th, yesterday. I used a new personal laptop, did all the system checks and made sure I turned off all my firewall & antivirus uninstalled, completed check-in where I took pics of my face, ID, and the room, waited for a while and then a chatbox popped up where the proctor said she couldn’t see me. Interestingly, she mentioned that she has received all of the pictures i sent for the check-in process. But because she couldn't see me, I couldn't begin the exam and had to reschedule.

So Now I’m rescheduled AGAIN to July 14th but how do I make sure this won’t happen again? I tried everything but why won't my camera transmit to proctor? Is using Mac perhaps better than using windows and guaranteed the camera can work?

Proctor deduce two possibilities for next time:
1. Try using a Macbook instead of my windows laptop
2. Something to do with my internet connection? I've done the system checks, internet speed is deemed fine. I also checked my speed and it was 49mbps download, 10 mbps upload. I don't suppose their requirement is just 1mbps, no?
3. During my check-in process, there were about at least 8 different instances where my onVUE app froze and said "You have lost all your internet connection. OnVUE is disabled" and I had to manually turn off the wifi, turn it on again, and that's when the onVUE app works again. But this happened many many times during the check-in process too. I am not certainly not willing to imagine if this is going to be the case when the exam commences.

I've sent emails to their customer care, also did talk to their agent on the live chat feature but the live chat was completely useless. He mentioned there literally was nothing else to do in terms of troubleshooting prior to the system, said I just had to wait if this issue arises again in my next scheduled test. I found this ridiculous.

Please guys, help me on what to do with this. Was it the laptop (bear in mind I have used TWO different laptops)? What else needed to be turned off beside windows firewall defender and antivirus? Was it the internet? I can't imagine facing this the 3rd time again and GMAT is the only thing pending from my B-school decision.

THANK YOU


Hello MRasita,
What happened to July 14th exam? Any success?

I faced the exact same problem twice! The first time, I tried with my 2 windows laptops and the proctor could not launch the test. The second time I borrowed my friend's Mac laptop and the proctor could not see my video feed. Nobody knows what the real problem is. GMAC is clueless about the problem. I tried taking the exam with 2 windows laptops and one mac laptop and failed all three times. The experience was a nightmare! and GMAC or Pearson VUE will not help you at all!
Try taking the exam with a different internet connection (I could not test this one as I do not have any other internet option for my home). Let us know if you succeed.

GMAT system test is useless. It just checks your webcam, mic, and internet speed that's it. It does not actually check if your video feed is able to reach the proctor or not, the part that is actually important to launch the exam.
GMAT Online gave me nightmares literally!

Thanks
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This problem of video not reaching , was it resolved, did GMAC gave permission for retest ?

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Online GMAT Issues 25 Oct 2020, 07:13
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cmcmurrin
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Just figured I would post this here for others.

Before my exam even started my screen went black and mouse (mac trackpad) became unresponsive. I couldn't chat with the proctor.

I called customer service and was given a case number. I was told they would respond to the case within 3-5 business days.

That was on May 1st in the morning. I still had not heard from them today, so I called again. I was told that I should now receive an email within the next 48 hours.

Update: today I received an email and am able to reschedule for Monday. Glad to finally be back to the races! It's been two weeks since the initial incident.
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Online GMAT Issues 16 Nov 2020, 14:27
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I went through the system test successfully, however, it is an extended monitor that I'm using, connected to my laptop via HDMI. Say my laptop's original monitor is broken and I'll have it OFF all the time during the exam, and I'll be using ONLY the extended monitor. Do you guys think it's allowed as such? I've asked this question to the customer service but no one has given me a clear Yes/No answer to my particular question.. I know what the policy says on external devices, but I think this is a special case, could anyone answer that?
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Online GMAT Issues 17 Nov 2020, 13:45
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Saw some other people posted about this issue on here. Had my GMAT Online scheduled for 2pm today. Logged in around 1:45 and was connected with the online proctor, spoke to her over the computer and showed her my desk, etc. She said she was going to start my exam and I was immediately faced with blank screen with my recording, pearson vue logo, chat, and online whiteboard text box (none of which I was able to click), my Mac also was just pinwheeling the entire time. After 40 minutes I called customer service and was told my proctor created a case number and I would receive an email to reschedule within 1-2 days (which I knew was totally false even before reading this thread). Not expecting that email until at least next week, but I plan on calling their customer service every day to get this handled. It's unbelievable that they're still having such bush league issues like this in November.
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Online GMAT Issues 10 Dec 2020, 05:36
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Hello and thanks for your effort to find a solution for online GMAT exam challenges. I had an appointment for an online GMAT exam in Nov. Unfortunately, during the check-in process when I uploaded my passport, they closed my exam and did not allow me to continue. I contacted customer care to see what the problem was. they told me I have to wait so that they will figure out what the problem was. after 2 weeks they told me the problem was my nationality. I am Iranian, but I'm living in Europe, and they just have mentioned on their website that:
"The GMAT™ Online exam is available in all locations, with the exception of Mainland China, Cuba, Iran, North Korea, and Sudan due to regulatory and local data privacy rules. "
and they have not mentioned anything about nationality!!
this was a very stressful situation for me because there is no test centre in the country I live and I had to travel to Finland during this coronavirus situation. Plus I was near the deadline and approximately 2 weeks of my time was wasted here.
Although I gave them my feedback I see that they have not change the content of their website about these situations yet. I think it is fair for someone in my situation to know if there is any restriction regarding his/her nationality before registering for the exam.
Thanks for your time and reading my feedback
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Online GMAT Issues 12 Dec 2020, 11:04
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<PLEASE HELP>
A weird thing happened to me while starting my GMAT Online.
Got a BLACK SCREEN with a slider at the top with two options CHAT and Online Whiteboard something (I was not able to click either of them). I tried speaking to the laptop but no one was responding (weird :P). After around 20mins of wait and staring at the black screen finally got a call from the proctor (voice quality was like the 90's customer support): asking me to wait for the next proctor and click some button. I explained to her that I cannot see anything on the screen: it's completely black. She said to wait and disconnected the call. After that, I waited for around 50 mins nothing happened so I finally restarted my device.
mba. com profile is showing my exam as pending. I have raised a complaint with the online chat option as calling customer support is not an option during the weekends.
Can anyone please help if you faced such a similar issue?
What do I do now to get GMAT Online exam and score ASAP as R2 is pretty close?
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Online GMAT Issues 12 Dec 2020, 11:22
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Sorry to hear about your issue.
I think your resolution falls under the same timelines and principles as the other technical issues with the tests. It will likely take at least a week for them to sort this out. Your best strategy is to nag them. Unfortunately.

Also, due to limitations of the system, They may ask you to wait 16 days before retake. It really depends. Do you have a button or an option to schedule a retake?

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Online GMAT Issues 12 Dec 2020, 14:09
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bb thank you! I will start nagging GMAC people. I don't have any retake button as of now unfortunately.
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Online GMAT Issues 14 Dec 2020, 11:03
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bb
Sorry to hear about your issue.
I think your resolution falls under the same timelines and principles as the other technical issues with the tests. It will likely take at least a week for them to sort this out. Your best strategy is to nag them. Unfortunately.

Also, due to limitations of the system, They may ask you to wait 16 days before retake. It really depends. Do you have a button or an option to schedule a retake?

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I faced exactly the same issue, I restarted my laptop and the exam finally appeared as pending.
I called the support service every day for 3-4 days and finally got the exam reschedule for the next week.
As BB says, it may be that they tell you to wait for another 16d, you should insist that you have to take it asap.
Also, tell them to reset the count of your online exams, as you know you can only take them twice -- in my case, after the first attempt, I couldn't program the second attempt since the system was also counting the pending one.

Regards

Juan
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Online GMAT Issues 15 Dec 2020, 08:40
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I took the GMAT Online exam today and ran into technical issues. Everytime I click on something on the screen, the computer would freeze for a good few minutes, with the rainbow circle circulating, then I clicked on the chatbox and started typing but it's extremely slow to type every single letter. Proctor tried to call me on my computer but I couldn't answer, then she called me on my phone, she then restarted my exam but the same problem persisted. I asked her whether I'll get my lost time back, she would purposedly ignore it and inform me that I'll go back to where I left off and she'll look into the time issue for me.

I then had to call the customer service line and was informed that they'll have to investigate the issue and I should call back after 48 hours.

I hope they'll be able to reschedule my exam.
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Online GMAT Issues 07 Jan 2021, 12:17
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Hi all,

partly, I am glad to read that at least I am not the only person on earth facing major issues with this "lovely" online version of the Online GMAT. On the other side my frustration gets worse and worse. I took the online test today and faced the same issue with a frozen screen and a loading sign.
I did the check-in in 5 mins and I saw that someone was moving my mouse- starting a software. After that, EVERYTHING TURNED BLACK. I did not have contact to a proctor. I saw the icons of the Software, the online whiteboard and the chat function. So I tried to click on the whiteboard. That worked. I tried to open the chat and from that time on my curser turned into a loading sign and I couldn't click anything else anymore. I was so frightened to shut down my computer (because I would no longer be visible on scree --> which might lead to cancelling my exam), that I waited for 1.5 hours. In the situation I was sooo frustrated and scared to to the wrong thing. Hoping that someone other than my nonexistent Procter could help me, I called the GMAC customer support, bc I had no chance to talk to a Procter. After another 45 minutes I was told that they can only file a complaint and I cannot take the exam today. After I got this assurance, I felt save enough to restart my computer.After worrying and trying to not go crazy for 1.5 hours I restarted my computer and was completely shocked when the Exam suddenly launched and a Proctor was responding. I threw away my phone and thereby cut off the Customer Support. I tried to connect to the Proctor to tell him what my issue was and that I do not feel in the state to to the GMAT right now after more than two hours of waiting and worrying. At the point I realized what was happening, my Exam had already started and my Procter did not respond right away. He then told me that this attempt would count and that I had to to the exam. Which I did. I think it is needless to say that I completely blew it. Not only was I completely frustrated and confused at the time my exam launched, also I spend at least 5 minutes trying to reach my Proctor and explain him everything that happened!

So now I am sitting here and wonder what to do. Does anybody have experience what happens if, technically you had the possibility to to the exam (after more than 2 hours) but the circumstances affected you so badly that the test should be refunded? Can anybody tell me if I have a chance to get a voucher or if I just made a very big, impulsive and overwhelmed, mistake by going through the test? [/color]
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Online GMAT Issues 22 Jan 2021, 13:17
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Hi all - has anyone had any MAJOR scoring errors with the online GMAT? I don't mean a vanity complaint (i.e. scoring 45 on practice tests and got a 32), I mean a legitimate, 0%, score on a section?

I asked my MPrep instructor and he mentioned it seemed like a software issue. I called GMAT customer service and they basically said, oh GMAT scores are never wrong, to which I claimed this was wrong and needed him to check both of my tests.

Feeling incredibly distraught, exhausted and frustrated - would love to know if anyone has experienced this!
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