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Frequently asked questions (FAQs)

Here are a few questions and answers speficially related to your technical experience during the exam.

Q. My proctor hasn’t started my exam yet. Where is my proctor?

A. After successfully uploading your photos, you should be on a page that says, “You are almost done with the check-in process”. Please be patient: most candidates will have their exam launched by a proctor within 15 minutes of the exam appointment. If you are experiencing a longer delay, there may be a problem with your photos. The proctor will attempt to reach you over chat or your cell phone. The incoming phone number may be unfamiliar to you but please answer so we can help you.

If we haven't contacted you in 30 minutes, the connection may have been lost. If this happens, please fill out the form on this page and we will reschedule your exam.

Q. My screen suddenly went blank. What do I do?

A. This could be due to several reasons including an interruption in the power to your computer. If you haven’t been contacted by your proctor to resume your testing session or are unable to reconnect and the exam cannot be resumed. Please submit the form on the page so we can reschedule your exam, as appropriate.

Q. I received an alert about the exam being shut down. What do I do?

A. Click on the ‘Relaunch’ button (lower right corner). Your OnVUE application will reopen and place you back in the proctor queue. Once ready, the proctor will launch you back into your exam.

Please note:

  • If your exam isn’t complete and you still have time, the proctor would likely be calling you to assist with relaunching your exam.
  • Your Exam time is stopped while you are not using OnVUE with the test running.

Q. The next question isn’t appearing, or the exam appears to be stalling. What do I do?

A. Please bear with us, this is likely due to your internet connection and the exam is trying to catch up. You do not lose exam time while the exam content is loading.

Q. The Proctor revoked my exam. What do I do?

A. Contact your testing program for guidance. The proctor will have warned you and revoked the exam for a specific reason. This reason will be shared with testing program so you can discuss it further.

Q. When will I hear back from customer support?

A. Please allow up to five business days for customer support responses from case escalations. We appreciate your patience as we work to help you and other candidates.

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For the complete list of OnVUE frequently asked questions, please follow the link below.

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