GMAT Online Exam Cancelled during 5 minute break

Question

Hey everyone,

this is my first time writing here. I really hoped someone could give me some advice, as I find myself in a bit of a dilemma.

I wrote my first GMAT Exam today and decided to attempt the online version. Up until the 5-minute break everything, everything went perfectly, including the login process. After I started the optional 5-minute break, I asked the proctor whether I may leave the room to use the toilet. After about 30 seconds of waiting the proctor responded "yes". Therefore, I got up and used the toilet. After returning to the laptop (within the 5-minute break), the proctor had written a message stating that I am not allowed to leave the webcam and he will therefore cancel the exam. I was very confused about this, especially considering I had asked first. Before I was able to respond to this, the exam was automatically canceled.

I have called the GMAT customer service about this issue, only to be told that the "Incident" was recorded and is still being processed.

The application deadline for my MBA course is in early March, and I am now very concerned that I will not be offered a resit before then. Countless hours of studying... all for waiting another whole year before applying to my course

Has anyone experienced similar problems? Can I expect a free retake or refund, and if yes, would you suggest this could happen before my deadline?
Any tips on communication with the GMAT customer service?

I would appreciate any help

Has anyone experienced similar problems? Can I expect a free retake or refund, and if yes, would you suggest this could happen before my deadline? Any tips on communication with the GMAT customer service? I would appreciate any help

2020prep2020 · Answer

Sorry for your experience. In my opinion, GMAC should definitely give you a free take in this case because even official GMAT online policy says that you are allowed to leave the room during the break and it is not mentioned anywhere that you have to ask permission of proctor. https://www.mba.com/exams/gmat-online/g ... es#examday

lucaheld · Answer

Yes, this doesn't seem to make a lot of sense. Clearly, there was no reason for the proctor to cancel the exam at this point. I emailed GMAT customer services quoting this part of their policy. 
I really hope they give me an opportunity to retake before the final deadline.

2020prep2020 · Answer

If you were using physical whiteboard, have you made sure to show both sides cleared?

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AndrewN · Answer

Sorry to hear of your troubles,  lucaheld . User  sebo08  posted on this matter a few months back, and believe it or not, something similar occurred during the retake. You can check out two links in the  GMAT Online  master thread for more information:

Disconnected in the middle of the test? Try this if nothing else works!  What to do if your test gets canceled in the middle

These should prove helpful to you. Good luck.

- Andrew

lucaheld · Answer

Hey, thank you so much! Sounds like the exact same issue. Reassuring to hear that a retake option was provided.

2020prep2020  yes, I showed both sides of the whiteboard as requested. Seems like this was the proctor's mistake, not mine.

bb · Answer

Sorry to hear about this issue. Whatever is the ruling or decision about the retake, you won’t be able to retake the test until 16 days later which puts you around March 5. Then add another seven business days to get your score and you are around March 15 to be safe. You can often get a score within 3 to 4 days but there is no way to know.

You have two options, one you can try to take the GMAT in person. Two you can contact your schools admissions and see if they would allow you to add your score later to the application. Traditionally they would not be an option but with all the craziness going on with GMAT, they may be open to it. I would definitely mention that you have scheduled in advance and that your test went fine all the way through the break and then canceled for unknown reason. I would not sound angry or resentful and would not play a victim card. Do you want to come off professional. You can also mention that you have scheduled another date on March 5 because you’re an able to take it in person and that you will transmit the score as soon as it’s available. I would also offer them a screenshot of your practice scores. Who knows maybe they would just say those are good enough.....

PS. Maybe you will be lucky and you will get a score without IR.

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lucaheld · Answer

Thank you so much, this is incredibly helpful!

The best bet is probably trying all of those options. I will call the test center tomorrow to see whether there are any available appointments and whether I can attempt a test with the other one still "pending". 
Contacting the school is also a very good idea, although the chances of this working are relatively slim.

Getting the score without IR would be the best option! Has that ever happened? Can test-takers get a score without completing the IR section?

bb · Answer

1. You don't need to call them really. There is no connection between online and test-center based tests. They won't even know you have an appointment probably

2. You can just check online to see if there is availability. You can do it even now. They may give you a 2 on your IR, the minimal score. You would get that score if you skipped it and ended the test.

lucaheld · Answer

Oh wow perfect! I think there's availability next week. Thank you for the advice! Hope the test-center experience is better.

Moreso, I really hope they can give me a score without the IR section.

bb · Answer

The chances are very slim but if GMAC rules that it was a proctor mistake or technical issue, they allow to reschedule the test and have been known to release scores in some cases. But I wouldn’t count on it. I would go ahead and plan to take the test in person to meet your deadline.

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lucaheld · Answer

I will certainly consider this and schedule an exam in the test-center. Thank you

giveuscoffee · Answer

Delete post

lucaheld · Answer

Hey, I read your post. So sorry you had to go through this as well! I can't believe something like this is happening during an exam as important as the GMAT. Proctors should be trained better. Unnecessary issues like this are getting in the way of people's dreams and plans for the future. So frustrating...

I hope some of the comments here will help you as well.

2020prep2020 · Answer

Does this issue only happen in the process of taking tests? Can some unqualified proctor revoke your exam when because you left the room during the break while watching the recording, after you finished the exam ?

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Posted from my mobile device

lucaheld · Answer

I think this is highly unlikely as it is officially allowed to leave the room during the break. However, I wouldn't be surprised at this point.

giveuscoffee · Answer

Delete post

lucaheld · Answer

Exactly! We'd at least have a score then.. this just makes it so much more stressful and complicated. Proctors shouldn't have the authority to end the test straight away, but should rather take up any issues, which can then be reviewed in retrospect.

Hovkial · Answer

Some PearsonVue proctors seem to be unaware that people are allowed to get up and go off camera during the 5-minute break and hence are revoking the tests. It had been stated that the break time would not be recorded on video. Unfortunately, some of these proctors persist with their actions.

Case investigations can take time and you will definitely not be able to reschedule the same test on time even if you are offered a retake. Try scheduling another test, while this case is being reviewed.

lucaheld · Answer

Certainly what I will do. Thank you for the explanation. In that case a terrible misunderstanding in the training of proctors.

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GMAT Online Exam Cancelled during 5 minute break

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