Acquia cannot assist with issues that arise while you are setting up or taking online proctored exams. If you run into trouble while setting up, launching, or taking an exam, you must utilize the ProctorU Support. This support is available 24/7. ProctorU provides support for the following types of issues:

Issues related to computer setup, exam launch, or during an exam

ProctorU provides support for the following issues during an exam:

• You cannot launch an exam at the scheduled time.
• Biometrics are not recognized by ProctorU.
• You have video signal issues.
• You are expelled from or not allowed to take an exam.
• Your exam is suspended by a proctor.

If you need support, use one of the following methods:

• Visit the ProctorU Support page and submit a request.

  You can also access chat support from this page.

• Find help in the

Acquia cannot assist with issues that arise while you are setting up or taking online proctored exams. If you run into trouble while setting up, launching, or taking an exam, you must utilize the ProctorU Support. This support is available 24/7. ProctorU provides support for the following types of issues:

Issues related to computer setup, exam launch, or during an exam

ProctorU provides support for the following issues during an exam:

• You cannot launch an exam at the scheduled time.
• Biometrics are not recognized by ProctorU.
• You have video signal issues.
• You are expelled from or not allowed to take an exam.
• Your exam is suspended by a proctor.

If you need support, use one of the following methods:

• Visit the ProctorU Support page and submit a request.

  You can also access chat support from this page.

• Find help in the ProctorU Support portal. This portal provides easy access to self-help links, videos, FAQs, and articles created especially for test candidates.
• Call the ProctorU Support line at 1-855-772-8678.

Why is my exam suspended?

A proctor may suspend your exam if one of the following events occur:

• You have Internet connection issues for more than five minutes that prevent the proctor from adequately monitoring the exam.
• You use your phone during the exam.
• You talk to someone in the room.
• You have unauthorized materials on your work surface.
• You break any other online exam rules.

Your proctor will provide details about why your exam is suspended. If any test taker is suspected of cheating on an exam, the ProctorU Support will contact Acquia with an incident report with details and a request for response from our administrator if needed. If your exam is suspended for any reason, you may contact the ProctorU Support to resolve it. If the ProctorU Support fails to resolve your issue, contact the Acquia Certification team at [email protected].

Missing a scheduled exam

Since proctors monitor scheduled exams, Acquia has a strict no-show policy. If you miss your scheduled time for an exam (online or onsite), you forfeit that test. Acquia does not provide a refund for no-shows. You must register and pay for the exam again or use a new voucher to pay for the exam. Setting up your computer to take an online exam takes some time. Acquia recommends setting up and testing your computer at least 72 hours before the exam start time. This way, if you have an issue that prevents you from taking your exam, you will still be able to reschedule without paying a rescheduling fee.