Technology FAQs

for current test centers

The VUE Support System is a secure website where you can check schedules, monitor a variety of activity reports and track a complete history of interactions with Pearson VUE (prior to October 2016). It also houses a variety of support documents and marketing materials available for download.

ServiceDirect is a cloud-based system Pearson VUE developed to replace the incident reporting and tracking functions on VSS (VUE Support System). ServiceDirect uses case rather than incident to refer to an individual support record.

Access ServiceDirect through Connect, a web portal designed to provide test center personnel with access to Pearson VUE applications.

https://connect.pearsonvue.com/Connect/

The ServiceDirect/Connect rollout is phased. Before you can use ServiceDirect, your site must be authorized and all test administrators must complete training according to emailed instructions. Sites not yet transitioned to ServiceDirect will continue to use VSS to report incidents.

 

 

Site Manager, a component of the overall software installation, is used to enter information about your test center, create user accounts for your center’s employees and set up assets for each exam delivery workstation.

Access Site Manager - Method #1

  1. Use the Administrative computer (the computer used to check in candidates).
  2. Go to Start Menu > All Programs > VUE Applications > Site Manager.
  3. Log in.
    Note: Usernames and passwords are assigned to the Tech and Test Administrator contacts listed on your agreement.

Access Site Manager - Method #2

  1. Use any computer with a web browser and Internet access.
  2. Go to https://apps.pearsonvue.com/site/
    Note: A certificate is required. If you get an error, it means you have not downloaded the required certificate. See the following Q&A for instructions.
  3. Log in.
    Note: Usernames and passwords are assigned to the Tech and Test Administrator contacts listed on your agreement.

If your test center has not yet transitioned to ServiceDirect:

Use VSS to report incidents:
https://vss.pearsonvue.com/

If your test center is currently on ServiceDirect:

Use ServiceDirect to report cases (called incidents in VSS):
https://connect.pearsonvue.com/Connect/

  1. Log into the VUE Support System.
  2. Go to the message board and request a certificate
  3. You will then receive an email with a link and a pin number.
  4. Go to the link and download your certificate.

There will be mandated software updates, most of which are automated. You will be informed of any needed manual updates.

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