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Troubleshoot Salesforce Online Proctored Exam Issues


Troubleshoot Salesforce certification exam launch failures and online proctoring issues. Covers Pearson OnVUE (Pearson's online proctoring platform) launch errors, system check failures, mid-exam disconnections, and environment flags during proctored exams.



 


Salesforce Certification Online Proctoring Issues


Online proctoring allows you to complete a Salesforce certification exam from anywhere in the world with an internet connection and a webcam. If you have any type of problem or technical issue when trying to complete your online proctored exam, review the following information to help troubleshoot and resolve:



  1. Once you complete your online exam registration. You are required to run a systems test before returning to Trailhead Academy. 

  2. If you are unable to meet system requirements prior to your exam launch, please reschedule your certification exam from online-proctored to a testing center.

  3. Make sure your computer is plugged into a power source.

  4. You may experience issues or be unable to test if you’re using a VPN.

  5. No external monitors are permitted during the testing experience. Make sure you are using a internal webcam.






OnVUE Won't Launch Before Your Exam





  1. 

    Disable all VPN software (Zscaler, Cisco AnyConnect, GlobalProtect): OnVUE cannot run alongside a VPN.
    

  2. 

    Close all background apps: Completely shut down any screen recording, streaming, or video conferencing software like Zoom, Teams, or WebEx.
    

  3. 

    Restart your browser: Try launching the exam environment again using your browser's incognito or private browsing mode.
    

  4. 

    Run the official system test: Verify your setup beforehand by visiting home.pearsonvue.com/salesforce/systemtest.
    

  5. 

    Restart your computer: If the system test passes successfully but the software still refuses to launch, reboot your machine and attempt it once more.
    

  6. 

    Open a support case early: If you still cannot launch the platform, file a support ticket before your actual exam window closes. Make sure to include your exam appointment ID alongside the specific error message you are seeing.


    







System Check Failed During Check-In





  1. 

    Verify peripherals: Check that your webcam and microphone are plugged in and working properly.
    

  2. 

    Adjust lighting: Ensure your room is well-lit and your face is clearly visible on camera.
    

  3. 

    Disconnect external displays: Remove any external monitors, as OnVUE requires you to use a single screen.
    

  4. 

    Clear your workspace: Remove all notes, phones, and other personal items from your desk.
    

  5. 

    Contact support: If the system check continues to fail, contact Pearson VUE support at pearsonvue.com/salesforce since they manage the check-in process.


    





Exam Disconnected or Suspended Mid-Session





  1. 

    Keep the app open: Do NOT close the OnVUE application; attempt to reconnect if possible.
    

  2. 

    Open a case immediately: If the session cannot be restored, file a support case right away. Include your exam appointment ID, the exact time of the disconnect, and what you were doing when it occurred.
    

  3. 

    Wait for review: Salesforce will review the session recording to determine the next steps. Most disconnection cases qualify for a free retake.

    





Exam Flagged Due to Environment Issue


If a proctor flags your exam for an environment issue (such as background noise, another person being visible, or a prohibited item on your desk):



  1. Correct it immediately: Address the issue right away if you are able to do so.

  2. Submit an appeal if terminated: If the proctor terminates your exam, open a support case using your appointment ID. Flagged exams are reviewed on a case-by-case basis, so make sure to provide full context for your situation.


 
Laden
Salesforce Help | Article