GMAT online exam ended due to technical issue.

Question

Hi folks. I am writing this post to share my experience with GMAT online exam. I took my exam on July 17, 2020. The check in process was pretty smooth. However, there were some issues with my video i.e., it was not going through and even if it was, there were lots of pixels. However, after half an hour, it got resolved and I started my exam. I completed my quant section pretty smoothly, without any issue. I started my verbal section and was about to finish it when my screen got stuck at one question and would not move forward. I wanted for almost 20 minutes. Pinged my proctor multiple time, raised hand for help. But I was told that my video was not going through and my exam was ended by proctor due to technical issue.

As next steps, I dropped an email to the Pearson customer service and my case was created. However, there has not been any progress in the resolution of my case. It has been almost 13 business days today and I have been calling the customer care almost every alternate day to know the status of case. The only response that I get from them is- The case is still under review.

Question- Has anyone of you guys faced the same issue? How many days does it usually take to get a resolution? What sort of resolution do they provide in such cases?

Please share your experiences in the comments. Appreciate your response

ScottTargetTestPrep · Answer

I have heard of this happening to others and you are doing all that you can do. Just keep contacting GMAC in the hopes that they will resolve your situation in the near future. Once you finally get things resolved let us know.

DeepakKumar24 · Answer

Hey!

I took the GMAT on 4th August, had a similar issue in verbal section (at Question 17). My proctor relaunched the test, however I lost 8 minutes and had to guess the last 4 questions.

After my screen went blank, the error message "Browserlock.exe is not responding" was displayed. I have reached out to GMAC. Please let me know if a retake is granted.

Posted from my mobile device

sussinha · Answer

Hello All- I finally got a response from GMAC. They allowed me to take a retest. Wish me luck for my retest

BooRadley · Answer

Hey  DeepakKumar24 ,

I guess you should be given a retake. I would suggest you follow steps to those followed by  sussinha . It is necessary to create a case.

It is a cumbersome process and does take time though, so you would need to be a bit patient.

Hit kudos, if that helped.

Prowess · Answer

My gmat online exam was scheduled today but during chech-in, an error page appears and exam can't proceeds. I tried several times. My exam even not started and time lapse.
Plz let me know, how to take this issue to pearson VUE or GMAC.

Posted from my mobile device

Shashank933 · Answer

What is the email address of the contact person of Pearson Vue?

Posted from my mobile device

Prowess · Answer

Prowess · Answer

Mail id: GMATCandidateServicesAPAC@pearson.com I didn't got reply yet through mail. M issues rectified through online chat. Plz go through chat and resolve the issues. Fortunately i got my new exam date.

Shashank933 · Answer

Hey, Yesterday I was not able to go beyond the access code the page was forever loading, what is the process that I can reschedule my GMAT? Where to chat with them? Please help

Prowess · Answer

Log in to mba.com and at the right corner of the screen, there is a chat window. Open it and explain your issue. They will give you proper time to and solution.

siddhantp4 · Answer

I had the exam today and faced a similar issue. I started the check-in process and it was all smooth. But once I clicked on begin exam it did not launch the exam. Instead, I got an error on the screen 'Invalid query string values'. The proctor took 45 minutes but couldn't resolve the issue. Then someone else joined the Zoom meeting and informed the link has expired. They ended the test. What should I do now?

Visakha · Answer

I had an exam scheduled today - 15th August , 11AM IST. The system test and ESecure browser were running appropriately just before to the exam (the same has been verified by the proctor).

During the Tutorial session, the ESecure Browser got stuck a couple of times and I raised the issue with the Proctor. Further, when the exam started, initially I was unable to select the answer for the 1st question (I solved it within 1 minute) and once selected, the browser froze again for 2 minutes and I was unable to move to the next question. Net - net I wasted 2-3 minutes marking the question because of the browser issue.

I also raised the issue with the Proctor who mentioned that the system takes time to load. Further, when I was answering the 2nd question, I was unable to even select the answer and on top right of the screen, it was showing as Question No. 3 of 31 (as against Question 2 which I was answering). Clearly, I was a bug at the browser/system's end. On raising this issue again with the Proctor, he paused my exam, and asked me to close the ESecure Browser and re-launch the exam.

Even when the exam was re-launched, the browser wasn't working appropriately and the time was running. The Proctor suggested to check the internet speed - which was working pretty good @ 40 MBPS (both upload and download - much more than what is required).

The entire browser glitch consumed 10 minutes and ultimately, I ended up answering not even 2 questions in 10 minutes whereas it should have taken less than 2 minutes if there was no system glitch. Witnessing the ESecure browser's operations, I requested the Proctor to cancel my exam as in a competitive and adaptive exam like GMAT one cannot afford to lose 8 crucial minutes due to the system's bug.

To be frank, I never imagined I would have to go through this mental stress while taking the exam online because of the bug at the system's end. It was a very bad experience and I do not wish to re-take my exam in a panic driven mode again and to undergo so much stress without any reason.

While I have written to GMAC to initiate refund, yet to hear back from them. I have booked an exam to be delivered in centre

Posted from my mobile device

ezio31 · Answer

Yeah I have also had the same experience just yesterday and I started with my Quant and my check in had been pretty smooth but after solving 17 question In Q I started losing a lot of time as When I was pressing the next button to proceed to the next question the browser was freezing and not responding due to which I lost a lot of time and the same error continued so J had complained about this to the proctor in the middle due to which I was not able to make a successful attempt and I have already contacted through the mail to Gmac and they are yet to respond. Please let me know whether a refund will be given or a retake though I would not go for the retake. One more thing they have already identified my exam as Technical error in my MBA dot Com account page so I hope they do it fast . Anyways I hope you all the best and hope that no one faces the same issues I faced

AliceElric · Answer

I plan on taking the exam at the end of September, is everyone's experience this bad?

Visakha · Answer

Hey all - anyone had any luck with refund? These GMAC folks aren't replying to any of the emails.

Posted from my mobile device

Visakha · Answer

If it's possible to go to centre, then would suggest you to take the exam from there itself.

Posted from my mobile device

ezio31 · Answer

No but I have contacted both examity as well as GMAC and GMAC told me to approach examity for refund related issues so I approached them and they have made a request for the refund and I am yet to receive it.

Visakha · Answer

Did they respond over email and how much time they took to respond?

MrFawkes · Answer

Hey! I just had a similar horrid experience and I have written to them to reschedule the exam. But now I just feel like getting a refund and giving it in person. Did you get a refund? I’m really worried.

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GMAT online exam ended due to technical issue.

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