Acquia Academy

Resolution of Issues

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:

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

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.