Chapter 9 - Managing Exam Delivery - Pearson VUE...Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 6. 2 | Page 7 2. Select the candidate in the list to activate the

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Chapter 9 - Managing Exam Delivery This chapter describes procedures for managing exam delivery in the testing room, including entry and exit monitoring.

This chapter contains the following sections:

Performing entry and exit monitoring

Checking eyeglasses

Seating candidates

Using Delivery Manager

The Administrator application in Delivery Manager

Handling accommodations in the VUE Testing System

Proctoring an exam

Proctoring accommodations appointments

Managing breaks

Using the Administrator Override options


Performing entry and exit monitoring

Each time a candidate enters or exits the testing room, you must verify the candidate's identity. This process is also known as entry and exit monitoring. Test administrators must perform entry or exit monitoring each time a candidate enters or leaves the testing room (including when the candidate leaves to take a break or finishes the exam). The time when the candidate enters and exits the testing room for unscheduled breaks must also be recorded on the log sheet. The log sheet contains an "Unscheduled Break Time" section where you record this information.

For test centers located in Japan:

Do not use the log sheet. Instead, use the log boxes in the Japan version of the Candidate Rules Agreement that the candidate signed.

When performing entry and exit monitoring, manually check the candidate's ID to verify that the picture on the ID looks like the candidate. After you verify this information, check the "Check ID" box next to the logged time on the log sheet.

For more information about the log sheet, see Filling in the log sheet.

At PVTC Selects, only candidates taking IT exams are required to fill out the log sheet.

Some test centers, such as PVTC Selects, are required to perform entry and exit monitoring through the Entry Monitoring pane in Admissions Manager. Entry monitoring typically requires a palm vein capture. The palm vein is compared to the one taken during the admission process to verify the candidate's identity. For more information, see Using the Entry Monitoring pane.

The Entry Monitoring pane in Admissions Manager displays only at certain test centers. Your test center will not see this pane in Admissions Manager if it is not required.

If the palm vein device at the administration workstation is not working, the backup solution is to manually check the candidate's ID each time the candidate enters or exists the testing room. For more information, see Backup entry monitoring procedure.


About the Entry Monitoring pane

Some test centers, such as PVTC Selects, are required to perform entry and exit monitoring through the Entry Monitoring pane in Admissions Manager. This section provides more information about the pane.

Your test center will not see the Entry Monitoring pane in Admissions Manager if it is not required.

When you click the Entry Monitoring icon in the left pane, the Entry Monitoring pane opens and shows a list of candidates who have recently completed the admissions process or whose results have not yet been uploaded by RMA. The following image is an example of the candidate list in Entry Monitoring.

The candidate list has columns with the following details about each candidate:


Column Description

Candidate Displays the candidate's name. The candidate list is in alphabetical order according to each candidate's last name.

When an exam is started or resumed, the candidate's name is removed from the candidate list when the screen refreshes. This is because the exam is in progress and the candidate cannot be signed in or out. The candidate's name returns to the list if the exam ends, if you or another test administrator stop the exam, or if the exam is put into break mode. After an exam ends, a candidate's name stays on the list until RMA runs and transfers the candidate's results to Pearson VUE.

Exam Code The identification code or number assigned to the exam. The exam code and client name is helpful when candidates take multiple exams on the same day. Because a candidate goes through the admission process for each exam, the candidate's name may be listed more than once. Check the exam code to verify that the candidate is being signed in or out for the correct exam.

Client The name of the exam sponsor offering the exam.

Check Indicates which type of verification the exam sponsor requires, which are either the candidate's palm vein or ID.

Status See the next table for details.

The Status column indicates the current status of a candidate's exam. The following table provides information on different exam statuses:

Status Meaning Possible actions to take

Admitted The candidate has been through the admission process at the front desk, and the Admit button has been clicked.

When you are ready to seat the candidate for an exam, use Entry Monitoring to sign the candidate in. The status then changes to Initial Sign-In.


Initial Sign-In The candidate has been signed in through Entry Monitoring for the first time but has not yet started the exam.

After you seat the candidate, start the exam using Delivery Manager. The candidate's name will be removed from the Entry Monitoring pane until the exam is stopped, put into break mode, or comes to an end.

Stopped The test administrator used the override functions to manually stop the exam or put the exam in unscheduled break mode.

The candidate's name reappears in the Entry Monitoring pane automatically. After you escort the candidate out of the testing room, sign out the candidate. The status then changes to Signed-Out.

Signed-In The candidate has been signed in through Entry Monitoring, although not for the first time. (See Initial Sign-In.)

After you escort the candidate back to the workstation, resume the exam using Delivery Manager. The candidate's name will be removed from the Entry Monitoring pane until the exam is stopped, put into break mode, or comes to an end.

Signed-Out The candidate has been signed out through Entry Monitoring, but the exam has not ended.

When ready to re-seat the candidate, use Entry Monitoring to sign the candidate in. The status then changes to Signed-In.

Delivered The candidate's exam has ended.

After you escort the candidate out of the testing room, sign the candidate out using Entry Monitoring. The status remains Delivered, and the candidate's name remains in the candidate list until the next time RMA runs.

The following buttons are located beneath the candidate list:

Button Description

Check Palm Vein

Allows you to capture a candidate's palm vein pattern. This button is active only if the exam sponsor for the selected candidate requires palm vein verification.


Check ID Allows you to manually check a candidate's ID. Even if the exam sponsor requires palm vein verification, this button is always active because you may need to manually check the candidate's ID as a backup method if the palm vein device is not working or the candidate's palm vein pattern could not be captured or verified.

Refresh Allows you to update the candidate list immediately. The list automatically updates whenever you move to a different pane and then return to the Entry Monitoring pane, such as when you switch to and from the Schedule pane. Otherwise, click Refresh at any time to update the list.

Using the Entry Monitoring pane

The Entry Monitoring pane in Admissions Manager appears only at certain test centers, such as PVTC Selects. If your test center has this feature in Admissions Manager, follow the process in this section to handle entry and exit monitoring. Your test center will not see this pane in Admissions Manager if it is not required.

Follow these steps to perform entry and exit monitoring in Admissions Manager:

1. Click the Entry Monitoring icon in the left pane of the Admissions Manager window.

The Entry Monitoring pane displays a list of candidates. The window also lists which exam the candidate is taking and the type of entry monitoring the exam sponsor requires, either palm vein or manually checking IDs. For more information, see About the Entry Monitoring pane.


2. Select the candidate in the list to activate the buttons below the candidate list.

If the exam sponsor does not verify palm vein, only the Check ID button becomes active.

3. Look at the Check column to see whether the exam sponsor requires you to check the candidate's palm vein or ID, and follow the steps in one of the sections listed below, depending on what you need to verify in entry monitoring:

● Checking palm vein in Entry Monitoring

● Manually checking ID in Entry Monitoring


If the palm vein device is not available and an exam sponsor requires palm vein verification, click Check ID to manually check the candidate's ID.

A warning message appears asking if you are sure you want to proceed. Click Yes only if you need to use the backup method. Click No to return to the candidate list. If you click Yes, see Manually checking ID in Entry Monitoring for further direction.

Checking palm vein in Entry Monitoring

If the exam sponsor requires you to verify a candidate's palm vein pattern, the Palm Vein Scan: Entry Monitor – Sign In/Sign Out window appears after you click Check Palm Vein in Entry Monitoring.

Follow these steps to verify the candidate's palm vein pattern during entry monitoring:

1. When the Palm Vein Scan: Entry Monitor – Sign In/Sign Out window appears, tell the candidate to place his or her right palm on the device, and click Begin scan.


To activate the buttons that appear in the various palm vein capture windows, follow the directions that appear on screen. If the buttons are inactive, the candidate may need to remove the hand from the device.

The software verifies whether the right palm on the device matches the palm vein pattern stored in the system for the candidate. There are four possible outcomes from the verification. See the following table for instructions on how to proceed for each outcome:


Outcome Instructions

Right palm vein matches

If the right palm vein pattern is recognized, a check mark appears next to both "Verify" and "Scan right palm" in the left pane and above the text in the right pane.

Tell the candidate to remove the right palm from the device, and click Done. Continue to step 3. (Skip step 2.)

Right palm vein incorrectly scanned

If the right palm vein pattern is scanned incorrectly, "The right palm was not correctly scanned" appears in the right pane.

Tell the candidate to remove the right palm from the device, and click Rescan. After you click Rescan, repeat the process in step 1.


Right palm vein does not match on first attempt

If the right palm vein pattern is not recognized, an exclamation point appears above the text in the right pane.

Tell the candidate to remove the right palm from the device and click Retry. After you click Retry, repeat the process in step 1.


Right palm vein does not match on second attempt

If the right palm is not recognized after a second attempt, an exclamation point appears next to "Scan right palm" in the left pane and above the text in the right pane.

Tell the candidate to remove the right palm from the device and click Next. You must now attempt to verify the candidate's left palm. Continue with step 2 in this process.

2. Tell the candidate to place the left palm on the device, and click Begin scan.


The software verifies whether the left palm on the device matches the left palm vein pattern stored in the system for the candidate. There are five possible outcomes from the verification. See the following table for instructions on how to proceed for each outcome:


Outcome Instructions

Left palm vein matches

If the left palm vein pattern is recognized, a check mark appears next to both "Verify" and "Scan left palm" in the left pane and above the text in the right pane.

Tell the candidate to remove the left palm from the device, and click Done. Continue to step 3.

Left palm vein incorrectly scanned

If the left palm vein pattern is scanned incorrectly, "The left palm was not correctly scanned" appears in the right pane.

Tell the candidate to remove the left palm from the device, and click Rescan. After you click Rescan, repeat the process in step 2.


Left palm vein does not match on first attempt

If the left palm vein pattern is not recognized, an exclamation point appears above the text in the right pane.

Tell the candidate to remove the left palm from the device and click Retry. After you click Retry, repeat the process in step 2.


Left palm vein does not match on second attempt

If the palm vein pattern is not recognized after a second attempt, an exclamation point appears next to "Verify," "Scan right palm," and "Scan left palm" in the left pane and above the text in the right pane.

Tell the candidate to remove the left palm from the device and click Done. You now must retry the entire palm vein verification process starting with step 1.


Definite no match found for both palms

If the following message appears on the screen, ask the candidate for his or her primary ID. Recheck the candidate's primary ID, and compare it to the photo on the screen.

● If the photos match, select the ID verified and matches check box, and click OK to continue with the entry monitoring process. You do not need to create a case. The system automatically creates a case when palm vein patterns do not match during entry and exit monitoring.

● If the photos do not match, select the ID verified and does not match box, and click OK. Contact VSS immediately for assistance.

If necessary, you can stop the palm vein verification process by clicking Cancel. This will return you to the Entry Monitoring pane, and the candidate will not be signed in or out.

3. When the following screen appears in Entry Monitoring after a successful verification of the candidate's palm vein, verify the candidate's name and confirm that the exam listed is the one the candidate is currently taking.


4. Click Sign-In or Sign-Out if the candidate's information is correct, or click Cancel if the information is incorrect.

If you click Cancel, a message warns you that the candidate has not been signed in or out. After you close the message, the candidate list appears. Verify that the correct candidate is selected and that the candidate was admitted correctly. If the candidate was admitted incorrectly or there is a different problem, contact VSS.

Manually checking ID in Entry Monitoring

When the following screen appears in Entry Monitoring, you must verify the candidate's identity and the exam information shown on the screen.


Follow these steps to verify the candidate's identity and exam information:

1. Ask the candidate for his or her primary ID.

2. Verify that the photo on the ID matches the candidate and the photo on the screen.

If they match, proceed to step 3. If they do not match, contact the support line or VSS immediately. Also create a case if the photo on the ID does not match the candidate.

A photo may not appear on the screen for one of the following reasons. Otherwise, if the exam sponsor requires a photo and a photo does not appear, do not sign the candidate in. Contact VSS for assistance.

● The exam sponsor does not require photo capture during the admission process. Check the exam sponsor's client reference to see if photo capture is required.

● The photo requirement has been waived.

● The backup photo method was used during admission.


If the candidate does not have a photo, always try to find out why. For example, if you did not admit the candidate, check with the test administrator who admitted the candidate. This is a good opportunity to catch errors that may have occurred with the photo during admissions.

3. Compare the name on the ID with the name on the screen to confirm that they match, and confirm that the exam listed is the one the candidate is currently taking.

4. Click Sign-In or Sign-Out if the candidate's information is correct, or click Cancel if the information is incorrect.

After you click Sign-In or Sign-Out, the candidate list appears, and the candidate's status in the Status column is updated appropriately.

If you click Cancel, a message appears warning you that the candidate has not been signed in or out. After you close the message, the candidate list appears. Verify that the correct candidate is selected and that the candidate was admitted correctly. If the candidate was admitted incorrectly or there is a different problem, call the support line immediately and contact VSS.

Backup entry monitoring procedure

The Entry Monitoring pane in Admissions Manager appears only at certain test centers, such as PVTC Selects. Your test center will not see this pane in Admissions Manager if it is not required.

Follow these steps if the palm vein device is not working:

1. Click Check ID in the Entry Monitoring pane.

A warning message appears, asking if you are sure you want to proceed.

2. Click Yes.

If you click No instead, you return to the candidate list.

3. Follow the steps in Manually checking ID in Entry Monitoring to verify the candidate's identity.

Additionally, follow the procedures in Palm vein device failures.


For more information on what to do about palm vein match failures in Entry Monitoring, see Checking palm vein in Entry Monitoring.

Checking items brought into the testing room

When ready to enter the testing room, the candidate should have already stored all items not allowed inside. To prevent any unauthorized items, the proctor must inspect the candidate and all items the candidate wants to bring into the testing room. This includes items permitted through an accommodation or permitted as a comfort aid. (Storing personal belongings describes which items candidates cannot bring into the testing room and which items are allowed.)

Practice social distancing while inspecting candidates and all items they want to bring into the testing room. Keep a distance of 6 feet (2 meters) between you and the candidate.

Follow these steps for checking the candidate and all items:

1. Call the next candidate to be admitted to the testing room.

● If the candidate did not return the rules agreement, collect it now.

● Confirm whether any items the candidate has are allowed because of an accommodation or are permitted as a comfort aid.

2. Ask the candidate to complete the following pat-down process without touching the candidate:

● Ask the candidate to turn all pockets (pants, blazer, and sweater) completely out and show the waist or belt area if not visible.

● If the candidate is wearing long sleeves, ask the candidate to roll them up to the elbows (or down if the sleeves are already rolled up).

● If the candidate is wearing a tie or clothing with a hood, ask the candidate to lift the tie or hood to show you nothing is hidden underneath.

● If the candidate has hair that covers the ears, ask the candidate to pull it back to show you there is nothing attached to the ear like a Bluetooth device.

● Ask the candidate to pat himself or herself down (arms, waistline, and legs) to show there is nothing hidden.


3. Thoroughly inspect any items the candidate wants to bring into the testing room, and create a case if necessary.

● Ask the candidate to store any personal belongings that are not approved by an accommodation or are permitted as a comfort aid. Be diligent and consistent when you check candidates to ensure that no unauthorized materials are allowed.

Face masks are considered a comfort aid, and candidates do not need prior approval to wear a face mask into the testing room. For more information, see Comfort aids and Handling candidates with face masks.

● Some comfort aids may be allowed, as noted in Comfort aids, but the proctor must thoroughly check each item for anything unauthorized, such as notes and study materials. For example, if a candidate wants to bring in a sweater, check the pockets, sleeves, and hood for notes and other materials. If you are unsure of whether or not to allow a comfort aid, call the test center support line to contact a program coordinator immediately.

If the candidate insists on retaining a personal item that is not normally allowed in the testing room, such as a hat or coat, explain the policy to the candidate, ask the candidate to store the item, and inform the candidate that you will need to create a case if the candidate does not cooperate. If the candidate still insists on not storing the item, ask to inspect the item, create a case as noted below, and seat the candidate for the exam. Some exam sponsors have stricter policies than others and do not allow candidates to retain any unauthorized items. See the exam sponsor's client reference for special requirements.

● Use discretion when you inspect items that are attached to a person's body, such as an insulin pump, and do not touch the person.

If you discover unauthorized items (such as notes), if a candidate refuses to allow inspection of a comfort aid, or if a candidate refuses to store or to turn over unauthorized items, have a coworker witness the candidate's behavior, if possible. Inform the candidate that you need to create a case. After all waiting candidates have been seated, create a case selecting these options:

Exam delivery

Candidate error or misconduct

Document the situation in detail, and indicate whether the proctor was permitted to inspect the item.


Checking eyeglasses

When you admit candidates who wear eyeglasses, visually inspect the glasses to ensure they are not a prohibited electronic device. Devices such as Google Glass, camera glasses, or spy glasses might be used for item theft. You must also visually inspect the glasses each time the candidate enters the testing room after a break to ensure that they have not been switched to a prohibited electronic device.

The following attributes might indicate that the eyeglasses are an electronic device with recording capabilities:

● Small screen in upper corner of the frame (Google Glass)

● Thick arms or a wide bridge between lenses

● Buttons or switches

● LED indicator lights

● Holes or circles on the frame or bridge

● Small cameras disguised as screws

Refer to the training module Checking Candidates for Personal Belongings on the Downloads page of the VSS website for more information about identifying these devices.

Follow these steps to inspect glasses each time the candidate enters the testing room:

1. Explain to the candidate that you must visually inspect the glasses to confirm they are not an electronic device.

2. Ask the candidate to remove the glasses (not hand them over) and place them on an available desk or countertop.

Do not touch the glasses, even if the candidate offers to let you handle them. Candidates must set the glasses on a hard surface and cannot hold the glasses while you inspect them. This helps you ensure that candidates are not covering parts of the glasses with their hands.

If the candidate refuses to remove the glasses or to let you inspect them, follow the process in Responding to candidate misconduct (WIN process).


3. Inspect the glasses right-side up and upside down to ensure that they are not an electronic device.

● Do not touch the glasses or the candidate.

● After you inspect the glasses right-side up, ask the candidate to flip the glasses upside down. Checking the glasses from this angle helps you see some of the attributes better, such as a USB port or button.

● Candidates must store Google Glass in their locker or vehicle before you continue the check-in process. If the candidate refuses, follow the process in Responding to candidate misconduct.

● If you suspect the candidate is wearing camera glasses or spy glasses after visual inspection, follow the process in Responding to candidate misconduct. Also, see the exam sponsor's client reference for specific policies about candidate misconduct.

Seating candidates

Follow these guidelines to seat candidates in the testing room.

● If the candidate has been approved for accommodations that require the use of a separate testing room or special equipment, seat the candidate in the appropriate place. If the accommodation requires assistive personnel, such as an exam reader, see Checking in assistive personnel.

● Begin seating candidates as far from the door as possible, so there will be less distraction as you seat candidates who arrive later.

● If you need to create a case while monitoring an exam, for example, you suspect a candidate of misconduct, include the workstation asset number on the case, if your test center is using asset binding.

Children, significant others, relatives, and friends of candidates are not permitted in the testing room.


If only a few candidates are testing at one time, seat the candidates at every other workstation.

Using Delivery Manager

This section provides information about using Delivery Manager, which runs on each exam delivery workstation. To run Delivery Manager, you must be authorized to use it. For more information about permissions, see Setting up test center personnel in Site Manager.

For more information about using the Administrator application in Delivery Manager, see appendix B.

For security reasons, never leave Delivery Manager running unattended. When Delivery Manager is not being used, close the application as described in Closing Delivery Manager.

Starting an exam using Delivery Manager

After you start Delivery Manager, the application can be closed only by a test administrator with a valid username and password for the Pearson VUE applications. Candidates cannot exit Delivery Manager or access Windows or any other application on the system.

Do not start an exam for a candidate until the candidate enters the testing room and verifies his or her name and the exam name and number, as described in step 4 in this procedure.

Do not refer to the information in this section if your test center is a PVTC Select that is set up with Cloud Control Technology. Instead, see Opening Delivery Manager at PVTC Selects in appendix D.


Follow these steps to start a candidate's exam:

1. Double-click the Delivery Manager icon on the Windows desktop.

The Delivery Manager – Login window appears.

2. Type your username and password for the testing system applications, and click Login.

The Appointment Selection window appears. The window displays the exam appointments scheduled for the current day. For more information about using the window and its calendar, see Using the Appointment Selection window.

If a message or window related to asset binding appears, see Workstation asset binding.

3. Select the name of the candidate in the list.

Details about the candidate appear in the Candidate Information section.

4. Using the information in the Appointment Selection window, verify the candidate's name by looking at the screen. Have the candidate verify the exam he or she wants to take.

● Always be careful to select the correct exam and candidate in the Appointment Selection window before you start the exam. It is not unusual to have two candidates on the same day with similar names, and it is critical that each candidate takes the correct exam.

To prevent mistakes, a good practice is to quietly read the candidate's name and the exam name to the candidate before starting the exam. For example, "You are Mary Jones and you will be taking the Medical Technologist exam. Is that correct?"

● If the exam sponsor requires a photo and a photo does not appear or the wrong photo appears, do not start the exam (unless a photo does not appear because the backup photo method was used). Contact VSS immediately.

5. Make sure that the correct exam is selected in the table, and click Start to launch the exam.

6. If a message about accommodations appears, either grant or rescind the accommodations as necessary, and then click OK.


For more information, see Granting or rescinding accommodations.

7. When the initial screen in the exam appears, allow the candidate to control the workstation.

Many exam sponsors require candidates to accept the terms of a non-disclosure agreement (NDA) before they can start an exam. The NDA is presented on the screen before the exam or at the very beginning of the exam. If a candidate does not agree to the terms of the NDA, the candidate cannot continue with the exam. Some NDAs are timed. If the exam has a timed NDA, inform the candidate of this so that he or she does not exceed the time limit.

Obtaining an authorization code in Delivery Manager

An Authorization window requires you to enter an authorization code to proceed. This window appears in Delivery Manager for one of the following reasons:

● There are background service issues with your testing system. Until you resolve the issue, you must get an authorization code from VSS to start exams in Delivery Manager.

● There are problems with your credentials. This includes expired passwords or locked accounts. In these situations, try to resolve the issue on your own before contacting VSS to get an authorization code. For more information, see Starting Delivery Manager without the required credentials.

● There are Internet connectivity issues at your test center. Until you resolve the issue, you must get an authorization code from VSS to start exams in Delivery Manager.

● There is a situation that requires you to resume, restart, or change the amount of time in an exam. In these situations, you must get an authorization code to start exams in Delivery Manager. This includes technical problems, emergency situations, candidate misconduct, and so on. For more information, see Resuming an exam, Restarting an exam on one workstation, Restarting an exam on multiple workstations, or Changing the amount of exam time remaining.

Follow these steps to get an authorization code:

1. Call VSS.

2. Tell the VSS agent how many workstations at your test center need an authorization code.


It might be possible for the VSS agent to provide you with a multi-pass authorization code, which you can use for every exam that day. Be sure to ask the VSS agent if you can get an multi-pass authorization code.

However, this type of authorization code only covers the number of exams you give to the VSS agent. If you deliver more exams than you told the VSS agent, you will need to call VSS again to get a new authorization code.

You only need to enter a multi-pass authorization code on one workstation. Though it is entered on one workstation, this code will apply to all workstations at your test center.

3. Provide the VSS agent with the challenge key in the Authorization window, if applicable.

Not every Authorization window displays a challenge key. If you do not see a challenge key on the window, skip to step 4. After the VSS agent verifies the challenge key, he or she provides you with an authorization code.

4. Type the code from the VSS agent into the Authorization Code field, and click OK.

The authorization code can be alphanumeric or numeric only depending on what type of code is necessary.

Server connection error in Delivery Manager

If the workstation running Delivery Manager cannot connect to the Internet, a message appears stating that Delivery Manager was unable to connect to site services and that you must ensure the site web service is up.

When you see the message, verify that RMA is running properly through the RMA Connection Log report on the VSS website. For more information, see Checking RMA in chapter 6. Test centers located on United States federal or state facilities or military installations should refer to Checking RMA at PVTC Government Centers in appendix C.

The report lists when RMA last ran during a specified time period. If no connections have taken place, ensure that the server or administration workstation (depending on your test center's setup) is turned on. If the server or administration workstation is turned on, immediately contact VSS for assistance.


Starting Delivery Manager without the required credentials

This entire section is not applicable to test centers located on United States federal or state facilities or military installations. These test centers should disregard the information in this section.

When you are signed in to Delivery Manager, the application does not allow you to start an exam when one of the following conditions is true:

● Your password is expired or out of sync.

● Your account is locked.

● You have not yet set your security questions.

If one these conditions is true, a message appears after you select a candidate on the Appointment Selection window and click Start. The message explains the issue with your account. After you click OK to close the message, an Authorization window appears. You must either update your account or obtain an authorization code in order to start the exam.

Use one of the following processes depending on your situation to resolve the issue and regain the ability to start exams in Delivery Manager.

Message Instruction

Your account is locked

If you try to start an exam in Delivery Manager while your account is locked, a message appears stating that your account is locked.

Click OK, and then click Cancel in the Authorization window. Contact one of the test administrators at your test center with the permission to unlock accounts, or use the Account Recovery Tool to manually reset your password and unlock your account. See Resetting your password and unlocking your account.

After your account is unlocked, start the exam again. Delivery Manager should allow you to start the exam.


Your password is expired.

If you try to start an exam in Delivery Manager and your password is expired, you will receive a message indicating that your password is expired and that you must log in to Site Manager to update your account.

Click OK, and then click Cancel in the Authorization window. In order to start the exam, you must first log into Site Manager and update your password. You will be prompted to change your password. For more information, see Opening and closing Site Manager in Connect.

After you update your password, start the exam again. Delivery Manager should allow you to start the exam.

You have not set your security questions.

If you try to start an exam in Delivery Manager without first setting up your security questions in Site Manager, you will receive a message indicating that you need to update your account in Site Manager.

Click OK, and then click Cancel in the Authorization window. Log in to Site Manager and select and answer two security questions before continuing with Delivery Manager. See Opening and closing Site Manager in Connect.

After you set your security questions, start the exam again. Delivery Manager should allow you to start the exam.

Your password is out of sync.

If you update your password and RMA has not run yet, your password and security questions might be out of sync in the Pearson VUE system. If this occurs and you attempt to start an exam in Delivery Manager, the Authorization window prompts you to obtain an authorization code from VSS.

Before you call VSS, run RMA manually to sync your password and security questions with the Pearson VUE system, and then attempt to start the exam again. For more information on how to run RMA manually, see Running RMA manually.

If you still cannot start the exam after using the applicable process, follow the process in Obtaining an authorization code in Delivery Manager.


Using the Appointment Selection window

If your test center uses the refreshed Delivery Manager application, do not use these instructions. Instead, use the updated instructions in Appendix E, Using the Refreshed Delivery Manager Application.

The Appointment Selection window in Delivery Manager allows you to select the candidate whose exam you want to start, verify the candidate's identity and exam, and launch the exam for the candidate. For security reasons, this window closes automatically if there is no activity within a certain amount of time.

The following table describes some features of the Appointment Selection window:


Screen area Description

Calendar Controls which appointments are shown in the grid.

The current date is automatically selected and highlighted when the window opens. Click a date on the calendar to select it, or use the Ctrl+N and Ctrl+P keys on your keyboard to move to the next or previous date. Click the arrows to the left and right of the name of the month to move to the previous year or month and to the next month or year.

Candidate Information

Contains information about the candidate related to the currently selected grid entry, such as the candidate's full name, address, and photo (if available).

Grid Lists appointments for the date selected in the calendar.

The grid contains information about each appointment that is ready to be delivered (the candidate has been admitted), has been started (is in progress), or has been stopped. The information includes the registration ID number (Reg ID), appointment time (Time), the exam title, the exam language, and the candidate's name.

Start Starts an exam when you click the desired grid entry and then click Start.

Close Closes the Appointment Selection window.

Use these methods to navigate and sort the grid in the Appointment Selection window:

● The grid automatically refreshes every 30 seconds with the latest appointment information. Appointments may be added to or removed from the grid as candidates start and finish exams. The row in the grid that is selected remains selected after the window refreshes so that you do not accidentally start the wrong exam. If the selected row is removed from the grid, no row is selected after the window refreshes.

● Click a column heading to sort the appointments in the list according to that heading. For example, clicking Last Name sorts grid entries by candidate last name. The name of the column that you use for sorting appears in bold. The arrow next to the column name indicates whether entries are sorted in ascending or descending order. Click the column name to switch between ascending and descending. Sorting changes are saved for the next time you open Delivery Manager on the workstation.


● Use the Up Arrow key and Down Arrow key on the keyboard to move between appointments in the list, or click the appointment you want to work with.

● To resize columns in the grid, position the cursor on the line that separates two columns. When the cursor changes shape, drag it to make the column wider or narrower. Resizing changes are saved and used the next time you open Delivery Manager on the workstation.

The following table describes the menus in the Appointment Selection window:

Menu Command Description

Application Close Closes the Appointment Selection window and opens the Delivery Manager Login window.

View Next day Selects the next day on the calendar and lists that day's appointments in the grid.

Previous day Selects the previous day on the calendar and lists that day's appointments in the grid.

Next month Selects the same date in the next month on the calendar and lists that day's appointments in the grid.

Previous month Selects the same date in the previous month on the calendar and lists that day's appointments in the grid.

Appointment Start Starts the exam for the appointment selected in the grid.

Refresh Reloads the grid with the most current information.

Tools Change asset Opens the Workstation Asset Selection window, which allows you to change the asset corresponding to the workstation. The window lists all of your test center's defined assets, except the one currently associated with the workstation. To change the asset, click the asset you want to use, and then click OK. For more information, see Workstation asset binding.

Help About VTS Delivery Manager

Documents information about Delivery Manager. Also contains a Report button that VSS may ask you to use when troubleshooting.


The Administrator application in Delivery Manager

Several regulatory, employment testing, and certification exams are launched from Delivery Manager but are delivered using software called Administrator, as shown in the following image. Not all exams are delivered through Administrator. To launch an exam in Administrator, open Delivery Manager, and then select and launch the desired exam. If the exam is to be delivered through Administrator, Administrator opens automatically. The candidate then takes the exam through Administrator.

For information about performing unscheduled breaks in Administrator, see Managing unscheduled breaks in Administrator.

For more information on the features and functionality of Administrator, see appendix B.


Using the Administrator Override options

You can use the Administrator Override options to stop, resume, or extend an exam as described in this section. You can also put exams in unscheduled break mode as described in Managing unscheduled breaks.

Whenever you stop, resume, restart, or extend an exam, you must create a case as soon as you have finished helping the candidate.

Stopping an exam

Sometimes, you may need to manually stop a candidate's exam so that the candidate does not lose any testing time. For example, you may need to stop an exam for one of these reasons:

● Fire drills

● Potential candidate misconduct

● Major distractions

● Emergencies when time still permits exams to be stopped

After you stop an exam, the exam can be resumed later, if necessary.

Unless you are instructed otherwise by Pearson VUE, do not stop the exam when a candidate wants to take a break or decides to leave without completing his or her exam.

Follow these steps to stop an exam:

1. Press Ctrl+Shift+F12 on the workstation keyboard.

The Delivery Manager - Login window appears.

2. Type your username and password, and then click Login.

The Administrator Overrides window appears.


3. Select the Stop the exam option, and click OK.

This temporarily stops the exam and the exam clock so that the candidate does not lose exam time. In the Appointment Selection window, the exam shows Stopped as the status. For information about resuming a stopped exam, see Resuming an exam.

4. Create a case as soon as possible.

Resuming an exam

After you stop an exam, as described in Stopping an exam, you can resume the exam later, if necessary. The exam will begin where the candidate left off when the exam was stopped.

If an exam needs to be restarted more than five times, an authorization window appears, and you will need to obtain an authorization code from VSS in order to resume the exam.

The steps in this process do not apply to unscheduled breaks. For more information on how to perform an unscheduled break, see Managing unscheduled breaks.

Follow these steps to resume an exam:

1. Go to the Appointment Selection window in Delivery Manager.

2. Select the desired exam entry and click Start.

An Authorization window appears.

3. Follow the process in Obtaining an authorization code in Delivery Manager to obtain an authorization code.

After you enter the authorization code, the exam will resume where the candidate left off when the exam was stopped.



Restarting an exam on one workstation


An exam can be restarted only under certain circumstances. Typically, exams are only restarted after technical problems have made it impossible to recover a candidate's exam.

Follow these steps to restart an exam:

1. Stop the exam.

The Appointment Selection window appears. For more information, see Stopping an exam.

2. Right-click the exam in the Appointment Selection window, and then click Restart Appointment.

An Authorization window appears.

3. Follow the process in Obtaining an authorization code in Delivery Manager to obtain an authorization code.

After you apply the authorization code, a confirmation message appears stating that the exam will be restarted and that all previous exam result information will be erased.

4. Click Yes to close the message and proceed with restarting the exam.

Restarting an exam on multiple workstations

If there is a power outage or system failure, you will need to obtain an authorization code to start the exams on all of the affected delivery workstations.

Follow the process described in Obtaining an authorization code in Delivery Manager.


Make sure to tell VSS how many exams are affected by the power outage. VSS will provide you with a multi-pass authorization code that can be used to restart each affected exam. However, if more exams become affected by the outage than the number you told VSS, the multi-pass authorization code will run out before all of the affected exams can be restarted. If this occurs, you will need to call VSS again and get a new authorization code in order to restart the remaining affected exams.

If you have only started and used the multi-pass authorization code on one workstation, you will not be required to use the code on any of the remaining workstations, unless the number of authorizations has run out.

If you restart exams because of a power outage, create a case for each candidate, selecting these options:

Exam delivery

Power outage

Changing the amount of exam time remaining

The procedure described in this section allows you to extend the length of an exam. You may need to use this feature if a candidate lost exam time due to incorrect exhibits, technical problems, a fire drill, or an emergency and you did not have the opportunity to stop the exam in advance. It is your responsibility to assess the amount of time that the candidate lost, but you need to contact VSS before adding time to a candidate's exam.

In most situations, any extra time offered for an accommodation is already built into the exam. If the extra time is not built into the exam, Pearson VUE will assign you a case that contains instructions to manually extend the time.

Exams delivered through the Administrator application do not allow you to change the amount of time remaining.

Follow these steps to change the amount of time remaining in an exam:

1. Press Ctrl+Shift+F12 on the candidate's workstation keyboard.



2. Type your username and password, and then click Login.


3. Select the Adjust the time remaining (minutes) option, type the necessary amount of time (in minutes) into the Amount field, and then click OK.

This feature can be used to add or subtract time in minutes from an exam. To subtract time from an exam, type a minus sign (-) in front of the number in the Amount field.

The Authorization window appears.

4. Follow the process described in Obtaining an authorization code in Delivery Manager.

An authorization code is necessary for any exam time to be extended. VSS will need to know the registration ID associated with the exam requiring a time extension. After you enter the authorization code from VSS, the time adjustment is applied and shown in the exam window. The candidate can resume the exam where he or she left off.


Handling accommodations in the VUE Testing System

Sometimes candidates require special aids, or accommodations, while taking exams. For example, a candidate may require more time for an English exam because English is not the candidate's native language. A visually impaired candidate may need someone to read exam questions to him or her, while a candidate with another type of impairment may need someone to operate the keyboard. For more information, see About accommodations.

The following table outlines the main tasks required when handling accommodations. The tasks performed by test centers are described in detail in this guide.


Task Application Process

Granting an automatic accommodation

Registration Manager Automatically granted when you click Schedule in the Exams screen.

Granting a non-automatic accommodation

(Performed by the call center)

Registration Manager Candidate contacts the call center if he or she requires a special accommodation. Pearson VUE grants the accommodation according to the exam sponsor's rules. Pearson VUE works with the candidate to set up an exam time and, if necessary, makes arrangements with the test center.

Granting a manual accommodation


Not applicable Candidate contacts the call center if he or she requires a special accommodation. Pearson VUE grants the accommodation according to the exam sponsor's rules. Pearson VUE works with the candidate to set up an exam time and makes arrangements with the test center.

Viewing details for accommodations during registration process

(Does not apply to manual accommodations)

Registration Manager Click Accommodations in the Exams or Order screen, select the desired accommodation from the list, and then click Review.

Viewing accommodation information for a saved registration


Registration Manager In the History tab on the Customers screen, select the desired registration and then click Accommodations.


Viewing accommodation information on the schedule


Admissions Manager If a registration has been granted an accommodation, an A appears in the A column on the schedule. Select the desired registration, and accommodation details appear at bottom of window.

Revoking accommodation for a saved registration


Not applicable Candidate must contact the call center to revoke an accommodation for a registration that was previously made.

Confirming or rescinding an accommodation at exam delivery time

Delivery Manager Select the appropriate action in the Accommodations window, and click OK to start the exam. For more information, see Granting or rescinding accommodations.

Manually extending appointment time if directed to do so by software message

Delivery Manager Type the necessary amount of time into the Amount field on the Administrator Overrides window. For more information, see Changing the amount of exam time remaining.

Candidate accommodation requests

Refer to the following information for guidelines on accommodation requests from candidates:

● Each exam sponsor sets its own accommodations policies. For example, each exam sponsor determines whether accommodation requests are handled by the exam sponsor or through Pearson VUE. In addition, each exam sponsor determines whether accommodations are granted automatically, whether a candidate must supply documentation for an accommodation, and whether an accommodation can be rescinded at exam delivery time.


● Most accommodations require advance approval and preparation. Sometimes candidates arrive at a test center to take an exam and have special requests. For example, a candidate in a wheelchair may ask you to allow him or her to test. This type of request would not require advance approval if your test center can easily accommodate the candidate without disrupting other candidates' exams. However, if a candidate requests any type of special assistance, such as an exam reader or special equipment,the candidate must get advance approval. Remember that the rules regarding personal belongings apply to all candidates. For more information, see Storing personal belongings.

● Some exam sponsors grant automatic time extensions for candidates who have issues relating to language and translations. For example, some exam sponsors allow an automatic 15-minute time extension for English exams delivered to candidates who reside in non-English speaking countries. See the exam sponsor's client reference to find out if the exam sponsor allows this type of extension. These extensions are automatically added to the exam time when the candidate registers, and you should not manually extend the time in Delivery Manager. The Admissions Manager schedule indicates whether the time has already been added. For more information about ESL accommodations, see General guidelines for ESL accommodations.

● Candidates who want to request an accommodation that is not granted automatically must contact an accommodations coordinator at the Pearson VUE Call Center and complete the required forms. If a candidate contacts your test center to request accommodations, refer the candidate to the call center.

Types of accommodations

There are three basic types of accommodations. The differences among them mainly involve who is permitted to grant them, how they are granted, and how they are handled within the Pearson VUE applications. The following information provides more details about each type of accommodation:

Automatic accommodations

An automatic accommodation is granted automatically within the Pearson VUE Testing System and can be managed through the software. These are accommodations that an exam sponsor decides to automatically grant to certain candidates without candidates requesting them. These types of accommodations are granted automatically whether the candidate registers through a test center, the call center, or the Internet.

For example, an exam sponsor may want to automatically grant a time extension to a candidate taking an English exam in a country where the native language is not English. When the candidate registers, the time extension is added, regardless of whether the


candidate requests an extension. When the candidate takes the exam, the extra time is added to the exam length. The administrator does not need to adjust the exam time in Delivery Manager.

These accommodations are noted on the Admissions Manager schedule and in Registration Manager. They are also listed in the Accommodations window in Delivery Manager. Because information about these accommodations is displayed in the system and are handled automatically, you are not informed about these accommodations in advance.

Non-automatic accommodations

A non-automatic accommodation can be granted and managed through the software, but it is not granted automatically. Candidates must specifically request these accommodations each time they take an exam, and they can only be granted by an accommodations coordinator in the Pearson VUE Call Center. Test centers cannot grant these accommodations. The exam sponsor specifies whether candidates must contact the exam sponsor or Pearson VUE to request such accommodations. In some cases, the candidate may be required to provide some proof of needing the accommodation when he or she arrives to take the exam, such as a letter from an employer.

For example, there is an exam sponsor that allows candidates to request additional time for completing the exam for various reasons. Therefore, a candidate requests the time extension through Pearson VUE. In this case, the time extension is an option in the Pearson VUE system for this exam sponsor, but an accommodations coordinator at the call center must grant the accommodation because the accommodation is not granted automatically. After the accommodation is granted, the extra time is added to the exam length automatically. You do not need to adjust the exam time in Delivery Manager.

These accommodations are noted on the Admissions Manager schedule and in Registration Manager. They are also listed in the Accommodations window in Delivery Manager. A Pearson VUE Accommodations Coordinator may contact you about these accommodations if special arrangements are required, such as special equipment or the services of an exam reader.

Manual accommodations

Manual accommodations cannot be granted or managed through the software. Candidates must specifically request these accommodations each time they take an exam, and they can only be granted through an accommodations coordinator at the Pearson VUE Call Center. Test centers cannot grant these accommodations. The exam sponsor specifies whether candidates must contact the exam sponsor or Pearson VUE to request such


accommodations. The candidate may be required to provide some proof of needing the accommodation when he or she arrives to take the exam, such as a letter from a doctor.

For example, a candidate might ask to take the exam in a private room. Because this type of request is extremely rare for the exam sponsor, the accommodation is not set up as an option that an accommodations coordinator can select in Registration Manager. If the candidate is granted the accommodation, the accommodations coordinator contacts your test center to make the necessary arrangements. Because the accommodation cannot be granted through the Pearson VUE software, it does not appear on the Admissions Manager schedule, in Registration Manager, or in the Accommodations window in Delivery Manager.

Viewing accommodations information

If a candidate has been granted an automatic or non-automatic accommodation, it will be noted on the Admissions Manager Schedule pane as described in Checking the schedule in Admissions Manager. In addition, when you start the candidate's exam in Delivery Manager, you will see information about the accommodation as described in Granting or rescinding accommodations.

You can also see information about automatic and non-automatic accommodations that have been granted in Registration Manager, as described in Handling accommodations in the VUE Testing System.

Removing accommodations

In some cases, an accommodation may need to be removed from a registration, which can be done in one of two ways:

● Revoking: On rare occasions, an accommodation may need to be removed if, for example, the wrong accommodation is granted to a candidate. This is called revoking an accommodation and can only be performed by the call center. Test centers cannot perform this function.

● Rescinding: Some exam sponsors may require candidates to provide documentation for an accommodation when they arrive for the exam. For more information, see Granting or rescinding accommodations.


Granting or rescinding accommodations


The Accommodations window in Delivery Manger lists all of the automatic or non-automatic accommodations that are granted for a registration. The window does not appear if no accommodations have been granted. (In some cases, accommodations cannot be granted through the software, and a call center accommodations coordinator informs the test center about them. These accommodations do not appear in this window.) In most cases, you will not have to do anything in this window except click OK. However, you may need to confirm or rescind some accommodations. Each exam sponsor determines whether accommodations can be rescinded at exam delivery time. For example, if a candidate is required to provide some type of documentation at delivery time, the exam sponsor may want you to indicate whether the documentation is provided.

Accommodations can be set to one of three states:

State Description

Granted The candidate is granted the accommodation.


Rescinded

The exam sponsor may require the candidate to provide evidence of needing the accommodation, such as a letter from his or her company, in order to qualify for certain types of accommodations. If the candidate does not provide the letter, you would need to rescind the accommodation.

Granted & Locked

You cannot rescind the accommodation. These accommodations have already been granted and cannot be changed.

To grant or rescind an accommodation, click the check box next to the accommodation description until the Granted or Rescinded symbol appears, as shown in the previous image. After you have granted or rescinded all necessary accommodations, click OK.

Proctoring an exam

To ensure a high level of security during the exam, as required by exam sponsors, candidates must be monitored at all times. All Pearson VUE exams must be proctored by a Pearson VUE Certified Test Administrator. Only Pearson VUE Certified Test Administrators are permitted to log in to Delivery Manager and proctor exams.

The proctor is in charge of the testing room and is empowered to take appropriate action to control the environment in the testing room (keeping it quiet, free of disturbance, secure and comfortable).

If you need to create a case while you are monitoring an exam, for example, you suspect a candidate of misconduct, include the workstation asset number in the case, if your test center is using asset binding.

Proctoring guidelines

Multiple proctors are required to monitor the testing room if more than 15 candidates are taking exams at one time.

Follow these guidelines when proctoring exams:

● Candidates must be monitored continuously while taking their exams.


o At PVTCs, monitoring can be handled using the following methods. Regardless of which method is used, you must have a clear view of all workstations, and the hands of all candidates should be visible.

In room: You monitor candidates from within the testing room. It is important that this type of viewing does not cause a disturbance.

Viewing window: You monitor candidates through a window looking into the testing room. You must be able to view the entire testing room through the window.

Viewing equipment: You monitor candidates through a video and audio feed from a camera located in the testing room. The feed is displayed on the administration workstation.

o PVTC Selects are required to have a video surveillance system for proctoring.

o If your test center has video or audio monitoring, you must inform candidates that they will be monitored by video or audio routinely throughout their testing session. Candidates cannot refuse to be video or audio monitored.

● When you switch duties, take a break, go to lunch, end your work day, or leave the test center for any period of time, be sure to log out of all applications. The test administrator who is currently registering, proctoring, or administering exams must log into the applications with his or her personal username and password.

● Using cell phones, checking email, reading books, eating, and drinking are all prohibited activities while proctoring because these activities can distract you from proctoring.

● If you realize you have started an exam for a candidate under the wrong name, or if a candidate starts the exam, and then tells you that it is not the right exam, stop the exam as described in Stopping an exam. Tell the candidate you need to call Pearson VUE to resolve the problem. Ask the candidate to stay in the waiting area while you call the test center support line for assistance. Even if the candidate is taking the correct exam, it is important that the candidate takes the exam under the correct name so that the admissions data and score are assigned to the right person. Correct the error before the candidate proceeds any further with the exam. Do not let the candidate continue and assume that the results can be corrected later. Make sure to create a case about the occurrence.

● If something goes wrong with the exam while the candidate is taking it, stop the exam and contact VSS immediately. Do not have the candidate try to complete the exam. For more information, see Stopping an exam.


● If you observe notes or other materials being removed from the testing room by a candidate at any time, attempt to confiscate the materials and create a case immediately. For more information, see Reporting candidate misconduct.

● A candidate must raise his or her hand to obtain a clean noteboard, noteboard booklet, or replacement pen during the exam. Collect the current noteboard, noteboard booklet, or pen before you give the candidate a new one. Usually, candidates may only have one noteboard or noteboard booklet at a time.

● Do not give candidates food, medical assistance, or medication. This includes aspirin, cough drops, and so on.

● Address all disturbances in the testing room. This may include disturbances caused by candidates in the testing room or noises outside the testing room that can be heard in the testing room.

● If a candidate does not return from a break, first check the exam sponsor's client reference for specific instructions. If there is no information in the client reference, leave the exam in break mode and allow time to expire, and create a case.

Answering questions during exams

● You may assist a candidate with questions regarding the use and operation of testing equipment and materials. If possible, do this outside of the testing room before the start of the exam to keep distractions to a minimum.

● Test administrators are not allowed to assist candidates in understanding exam items, defining terms, translating text, or helping with other matters relating to exam content. If a candidate asks you a question that is not related to using the hardware or software, explain that the exam sponsor does not permit test administrators to answer these types of questions.

● Candidates can hide the remaining time that counts down on the screen during their exam. During the exam, there is a Clock icon in the upper-right corner of the screen. Next to the Clock icon are the words time remaining with the time counting down in digital format. If the candidate clicks the Clock icon, the time remaining is hidden, but the Clock icon remains. If the candidate clicks the Clock icon again, the time remaining reappears. When the exam gets to 5 minutes remaining, the time remaining automatically appears so that candidates know they have 5 minutes left until their exam ends.

● Some exams produce this message when a built-in calculator is not working:

Unable to create calculator. Dismiss this dialog and press Ctrl+R (Command-R on Mac) to refresh the browser.


If a candidate asks for assistance when this message appears, follow the onscreen instructions to refresh the calculator. You do not need to contact VSS.

Disturbances in the testing environment

Unusual outside noise disturbances and strong smells, such as construction and paint fumes, can occur within the testing environment. If an outside disturbance occurs after an exam has started, make every attempt to contact property management about it. This effort can help minimize the disturbance until testing has finished for the day. If a candidate complains about any noise disturbance, offer the candidate earplugs, if available.

For any disturbances that impact the candidate’s testing experience, create a case and select these options:

Exam delivery

Problem with testing environment

Candidate misconduct

Candidates who create disturbances or conduct themselves in a manner that may jeopardize the security of an exam or the safety of other candidates must be reported through a case. The exam sponsor will determine the action to be taken against the candidate, up to and including removal from the certification program.

Misconduct can include the following behaviors:

● Using unauthorized materials in the testing room. For details about which materials are permitted in the testing room, see Storing personal belongings.

● Taking an exam for someone else.

● Causing disruptions of any kind.

● Attempting to remove exam questions or responses from the testing room.

● Tampering with computer hardware or software.

Any disturbances that affect exam performance must be documented. Review the exam sponsor's client reference for details of any additional security requirements or directions for creating cases.


For specific information on handling situations involving misconduct or exam fraud, see the following sections:

● Types of exam fraud

● Responding to candidate misconduct

● Reporting candidate misconduct

Reporting candidate errors

Candidates sometimes make mistakes that are not considered misconduct. You must document these situations in a case, selecting these options:

Exam delivery


Examples of candidate errors include but are not limited to:

● Candidate left the workstation unescorted.

● Candidate kicked the power cord.

● Candidate unplugged the monitor.

● Candidate created a non-threatening disturbance, such as noise or a visual disturbance.

● Candidate exceeded the allotted break time.

● Candidate used an excessive number of erasable noteboards or booklets.

● Candidate exhibited suspicious or unusual behavior.

● Candidate took an excessive number of unscheduled breaks.

If you suspect that a candidate's behavior qualifies as misconduct, follow the process described in Responding to candidate misconduct.


Brain dumping

Brain dumping is when a candidate writes excessive notes on an erasable noteboard before the exam begins. Always check the exam sponsor's client reference for any specific policy on brain dumping. If there is none, follow these policies:

● Candidates are not permitted to write on an erasable noteboard until you select the candidate's name on the Appointment Selection window in Delivery Manager and click Start.

● Candidates may brain dump at the beginning of the exam but only if the exam begins with a timed section. For example, a candidate may spend the entire 10 minutes of a timed tutorial writing on the erasable noteboard. See the exam sponsor's client reference to determine what sections of an exam are timed.

● Some exam sponsors have untimed sections at the beginning of their exams. You must monitor candidates to make sure they are not abusing these untimed sections by brain dumping before the exam begins. If you notice that a candidate has been writing on the erasable noteboard for more than five minutes during an untimed section at the beginning of an exam, ask the candidate to move to the next section of the exam. Also take the candidate's noteboard and provide a new one. You do not need to create a case unless the candidate refuses.

Audio and video equipment problems

Some test centers use audio or video equipment to record candidates in the testing room. However, not all test centers are required to use audio or video recording equipment.

If any of the audio or video equipment is not working properly, call your support line and VSS immediately. The representative will create a case regarding the equipment failure.

● If you discover that the audio or video monitoring system is not working properly, continue to test all candidates. Carefully observe candidates from the proctor workstation, recognizing that any suspicious behavior should be investigated more closely. Do not tell candidates that the equipment is not working. VSS will create a case and start the process for rescheduling any candidates who need to be rescheduled on the following day, as necessary.

● If an individual video camera fails during the middle of a testing session, do not interrupt the exam to move the candidate to another workstation. Only move the candidate to an available workstation if he or she is returning from a break.


● You must create a case for each candidate who tests while the audio and video equipment is not working properly.

Using Exam Monitor

The Exam Monitor feature is a part of Admissions Manager that provides you with information about exams that are in progress. As candidates work on exams, the Delivery Manager application on each workstation sends information to Exam Monitor about the candidate's progress. This helps keep you aware of upcoming events. For example, you will be reminded that a specific candidate has taken a break and that you will need to resume that exam soon. In order to display individual workstation information through Exam Monitor, your test center must have workstation asset binding enabled. For more information, see Workstation asset binding.

Using Exam Monitor is not an acceptable method of monitoring candidates during an exam. You must monitor candidates using one of the methods described in Proctoring guidelines. Exam Monitor is intended to provide you with supplementary information.

To run Exam Monitor, click the Exam Monitor icon in the left pane of Admissions Manager. Exam information appears in the right pane of the window.


Note the following information about Exam Monitor:

● Exam Monitor begins to display information for a workstation when the first timed event item within an exam starts and not when Delivery Manager is launched on the workstation.

● If a workstation asset has an unavailability rule attached to it for the current date and time, information for that workstation does not appear in Exam Monitor.

● The window refreshes frequently to display up-to-date information. Entries are removed from the screen when Delivery Manager is closed on a workstation.

● By default, the entries are sorted alphabetically and numerically according to workstation name. To sort the entries using a different criteria, click a column heading. For example, clicking the Candidate column sorts the entries alphabetically by candidate name.

● If the Exam Monitor window is blank and there are candidates taking exams, a message may ask the user to select the Workstation Selection Enabled. That option must be selected or Exam Monitor will not display workstation information while candidates are taking exams. If you receive this message or if the Exam Monitor window is blank, contact VSS.

The following table provides more information about Exam Monitor:

Column name Description

Priority Indicates how soon you may need to attend to an exam.

● If the column is blank, your attention is not currently required.

● A large icon with an X indicates that the exam requires your immediate attention, usually because the exam has ended.

● A large icon with an exclamation mark indicates that your attention will be required soon. For example, an exclamation mark may indicate when a candidate is on break, which means you will need to sign the candidate back in when he or she returns.

Workstation Displays the asset name assigned to each workstation in Site Manager.

Candidate Lists the candidate's first and last name. The line below the name shows the name of the exam the candidate is taking.

Event Shows the type of delivery item the candidate is currently working on, such as the non-disclosure agreement, tutorial, exam, or survey.


Status Indicates whether the exam is in progress or finished and indicates when the candidate is on break.

Duration Displays the length of the exam appointment but not the amount of time remaining in the exam.

Notes The last line(s) in a row may contain information for the proctor. For example, the proctor is informed when the candidate starts a new event item (such as a non-disclosure agreement, tutorial, exam, or survey), when a scheduled break starts or is about to start and when the exam has been completed or stopped.

An arrow on the right side of a row indicates that there is additional information that is not displayed in the window. Click the arrow to display a window that shows all of the text.

Proctoring accommodations appointments

This section provides general information for proctoring appointments with accommodations.

Accommodations

● Call the accommodations team for any issues with an accommodation appointment that must be resolved quickly. For other issues that do not require immediate attention, update the case that already exists for the candidate's appointment, or create a case if no case already exists.

● In most situations, any additional time offered for a time-extension accommodation is already built into the exam. Do not manually adjust the exam time unless a Pearson VUE Accommodations Coordinator or VSS directs you to do so or unless a case directs you to extend the time.

● If you need to grant or rescind an accommodation, see Granting or rescinding accommodations.

● A candidate may be granted an adjustable font size accommodation. The exam will automatically be displayed using a font size larger than what is normally used.

● A candidate may be granted an adjustable contrast accommodation. This accommodation allows the candidate to change the colors used for the text and the background of the screen. Explain to the candidate how to change the display.


To adjust the screen contrast, candidates need to click Color Scheme. From there, the candidate can choose from a list of possible foreground and background color combinations. When the candidate changes one of the options, the exam display area changes when he or she moves to the next question in the exam. The candidate can change the option at any time during the exam, if needed.

Food and drink in the testing room

Candidates must have an approved accommodation in order to take food or drink into the testing room. If approved only for drink, the candidate tests in the main testing room with other candidates. If approved for food, the candidate must test in a separate room or must be the only one taking an exam in the testing room.

Candidates approved for food or drink must follow these rules:

● Drinks must be in a transparent, spill-proof bottle with a spout.

● Food must be in a small, transparent, plastic bag.

● Candidates must place the food or drink away from the workstation while testing.

● Candidates may not eat or drink over or near the workstation. Candidates are responsible for any damage to the testing room caused by their food or drink.

Diabetes supplies in the testing room

Candidates who have diabetes may be approved for an accommodation to take certain items into the testing room. The following table lists the diabetes-related items that may be allowed. Always review the candidate's accommodation for instructions about diabetes-related items and for any exceptions to this policy.

Some items in the following table may also be comfort aids, which do not require prior approval through an accommodation. See Comfort aids for more information. You will be notified if you need to follow non-standard procedures regarding diabetes-related comfort aids.

If a candidate who has not been approved for an accommodation requests to use diabetes-related items, see the instructions in the following table, and note these policies:

● If a candidate has not been approved for an accommodation and if the diabetes-related item is not a comfort aid, create a case to record anything that is allowed into the testing room. When applicable, list the make and model of any handheld diabetes-related devices.


● If you are unsure whether to allow an item into the testing room, contact a program coordinator.

● Candidates may never use mobile phones as diabetes-monitoring devices during exams or breaks unless they have been approved through an accommodation.

Note the policies for the following items, and visually inspect each item before allowing it into the testing room:

Item Policy

Continuous glucose monitoring device or insulin pump (without a remote control) attached to the candidate's body

Permitted in the testing room without an accommodation.

Glucose tablets Permitted in the testing room without an accommodation.

Glucose tablets must be unwrapped and not in a container.

Hard candy If the candidate does not have an accommodation, the candidate may still take hard candy into the testing room. Create a case if this occurs.

Hard candy must be unwrapped and not in a container.

Food and drinks Other than hard candy, candidates must have an accommodation before taking any food or drinks into the testing room.

See Food and drink in the testing room for requirements.

Diabetic testing supplies

For example, insulin pens, lancets, testing strips

Review the candidate's accommodation to see what the candidate is specifically approved for.

If the candidate does not have an accommodation, the candidate may store and access the supplies outside of the testing room, or you may visually inspect and allow inaudible diabetic testing supplies into the testing room. Create a case to document anything that is allowed into the testing room. When applicable, list the make and model of any devices.

Unless candidates have an accommodation to do so, they should not use testing supplies inside the testing room. However, if this occurs, let the candidate continue testing, and create a case to describe what happened.


Mobile phone as a diabetes-monitoring device

Some people who have diabetes use mobile phones as diabetes-monitoring devices.

Never allow candidates to take mobile phones into the testing room or to use them during the exam unless they have been approved for an accommodation. When candidates are approved for this accommodation, your test center is notified in advance with instructions for administering the appointment.

If the candidate who has not been approved insists on using the mobile phone, contact the call center and ask to speak with the accommodations team or with a program coordinator for further instructions.

Nursing mother accommodation

A candidate may be granted a “Nursing mother” accommodation. This accommodation allows candidates to access necessary supplies (for example, milk-pumping supplies) from storage during their exams. Candidates may not bring the supplies into the testing room. Do not visually inspect the supplies that candidates access for this accommodation.

In most situations, the candidate is also approved for a specific space to nurse an infant or pump milk. Check for a case that explains specifically what is permitted for the candidate's accommodation.

JAWS accommodation

Some exam sponsors offer an accommodation called JAWS, which reads the contents of an exam aloud to candidates who are blind or have low vision. Candidates with a JAWS accommodation use headphones to listen to the exam, which is delivered in a separate room.

When a candidate with a JAWS accommodation is scheduled at your test center, prepare to assist the candidate with exam volume control:

● Before the exam, confirm that the workstation's volume is not muted and that it is set in the middle of the volume range.

● If possible, give the candidate headphones with physical volume controls.

Candidates using JAWS are not able to adjust volume during the exam except through the physical volume controls on their headphones.


● If the candidate needs to adjust the volume after the exam starts, you must stop the exam, adjust the volume in Windows, and resume the exam.

ZoomText accommodation (version 10.1)

Some exam sponsors offer an accommodation called ZoomText. This program allows candidates to magnify the screen and select their preferred color contrast combination to make it easier to read. ZoomText automatically opens when a candidate's exam launches. Candidates might use either ZoomText 10.1 or ZoomText 2019 depending on the version installed at your test center. This section provides information about ZoomText version 10.1. For more information about ZoomText version 2019, see ZoomText accommodation (version 2019).

The following image is an example of the ZoomText 10.1 control bar:

By default, ZoomText 10.1 starts at 200 percent magnification. Magnification levels range from 200 percent to 3,600 percent.

Candidates who request a ZoomText accommodation should know how to use the program. You are not responsible for showing the candidate how to use ZoomText. However, some candidates might magnify the screen too much and lose access to the ZoomText 10.1 control bar. To regain access to the control bar, press Alt+Tab or Control+Shift+U on the keyboard.

The following table provides more information about the primary features of ZoomText 10.1:


Feature Description

Power Indicates the level of magnification applied to the selected area. A magnification level of one means the text is standard sized. Clicking the arrows next to Power allows candidates to adjust the magnification level. Candidates can also use the following keyboard shortcuts to adjust this:

Alt+Number Pad Plus (+): Increase magnification.

Alt+Number Pad Minus (-): Decrease magnification.

Type Allows candidates to select where the magnified text appears.

Color Allows candidates to select their preferred color contrast combination.

After a candidate's exam, a message might ask whether you want to exit ZoomText 10.1. If this happens, click Yes. If not, end the exam using the standard process.

ZoomText accommodation (version 2019)

Some exam sponsors offer an accommodation called ZoomText. This program allows candidates to magnify the screen and select their preferred color contrast combination to make it easier to read. ZoomText automatically opens when a candidate's exam launches. Candidates might use either ZoomText 10.1 or ZoomText 2019 depending on the version installed at your test center. This section provides information about ZoomText version 2019. For more information about ZoomText version 10.1, see ZoomText accommodation (version 10.1).

The following image is an example of the ZoomText 2019 control bar:


By default, ZoomText 2019 starts at 200 percent magnification. Magnification levels range from 200 percent to 6,200 percent.

Candidates who request a ZoomText accommodation should know how to use the program. You are not responsible for showing the candidate how to use ZoomText. However, some candidates might magnify the screen too much and lose access to the control bar. To regain access to the ZoomText 2019 control bar, press Alt+Tab or Control+Shift+U on the keyboard.

The following table provides more information about the primary features of ZoomText 2019:

Feature Description

Zoom Level Indicates the level of magnification applied to the selected area. A magnification level of one means the text is standard sized. Clicking the arrows next to Zoom Level allows candidates to adjust the magnification level. Candidates can also use the following keyboard shortcuts to adjust this:

Caps Lock + Up Arrow: Increase magnification.

Caps Lock + Down Arrow: Decrease magnification.

Window Allows candidates to select where the magnified text appears.

Color Allows candidates to select their preferred color contrast combination.

After a candidate's exam, a message might ask whether you want to exit ZoomText 2019. If this happens, click Yes. If not, end the exam using the standard process.

ZoomText 2019 setup

There are a few setup steps you must perform with ZoomText 2019 if one of the following is true:

● The program is installed and launched for the first time on a delivery workstation.

● A candidate using the program restores the program's settings to factory default.

Use the following steps to complete the ZoomText 2019 setup process if this occurs:

1. Click Start on the Windows taskbar, point to All Programs, and click ZoomText 2019.


The ZoomText Startup Wizard appears.

2. Click Cancel to prevent the ZoomText Startup Wizard from appearing while a candidate is using the program.

If you accidentally click Next instead of Cancel, click Finish or Cancel on the next screen of the ZoomText Startup Wizard.

The Welcome to ZoomText 2019 window appears.

3. Select the Don't show me this again check box at the bottom of the window, and click OK.

Some of the hotkey commands in the Welcome to ZoomText 2019 window do not apply to candidates with a ZoomText accommodation. To prevent confusion, it is important to ensure that this window does not appear while a candidate is using the program.

Managing breaks

This section describes how to handle breaks candidates may request during their exams. In general, there are two types of breaks that candidates can take:

● Unscheduled breaks are not built into an exam. Whenever a candidate leaves the testing room (with or without permission) to take a break that is not built into the exam, the candidate is considered to be on an unscheduled break. For more information about unscheduled breaks, see Managing unscheduled breaks.

● Scheduled breaks are built into an exam. They occur at specific times and do not work the same among all exams and exam sponsors. For more information about scheduled breaks, see Managing scheduled breaks.

Each exam sponsor can set its own policies regarding breaks. For example, an exam sponsor might not allow candidates to take any unscheduled breaks. In addition, exam sponsors may grant accommodations that allow for extra breaks or breaks of specific lengths. Always refer to the exam sponsor's client reference for specific requirements.


Break policies

There are several policies and guidelines to follow when a candidate goes on a scheduled or unscheduled break. Refer to the information in this section to ensure a smooth process and to maintain exam integrity when candidates take a break.

Escorting candidates out of the testing room for a break

Candidates must inform you when they want to take a break. They inform you by raising a hand to get your attention. You must then enter the room, ensure the workstation is in scheduled or unscheduled break mode, and escort the candidate out of the testing room. Follow these guidelines when escorting the candidate:

● At the candidate's workstation, ensure the exam is in unscheduled or scheduled break mode depending on which break he or she is taking. For more information, see Using unscheduled break mode or Using scheduled break mode.

● When the candidate leaves the testing room for a break, the candidate's identity must first be verified. Follow one of these processes depending on your test center's network:

o At PVTCs, you must manually check the candidate's primary form of ID. On the log sheet, enter the time the candidate left the testing room.



o At PVTC Selects, the candidate's identity must be verified through the Entry Monitoring pane in Admissions Manager. Verify the candidate's identity using the method the exam sponsor requires, which is typically palm vein capture. For more information, see Performing entry and exit monitoring. In addition to Entry Monitoring, be sure to fill in the log sheet for all IT candidates.

● Be sure to tell candidates to return to the administration or proctor workstation after the break.

● Candidates must leave the testing room while on a break.

Checking for candidate misconduct during breaks

Candidate misconduct can happen while candidates are on breaks. Here are some guidelines you can follow to maintain security when candidates go on breaks:


● Unscheduled breaks should be limited to a maximum of ten minutes or as specified in the exam sponsor's client reference. If a candidate does not return to the test center in a reasonable amount of time (such as within 15 minutes), create a case. Select these options when creating the case:

Exam delivery


Candidate went over allotted break time

● If the candidate has been gone for a long time, attempt to find the candidate but only if circumstances allow. If you cannot find the candidate, ask the candidate where he or she was during the break when he or she returns. Include this information in the case. Remind the candidate that unscheduled breaks should be kept to 10 minutes or less.

● Although most exam sponsors allow unlimited unscheduled breaks, be sure to notice whether a candidate seems to be taking an excessive number. The candidate may be committing some form of misconduct such as accessing study materials outside the testing room or speaking with others about exam content. If you suspect that the candidate is doing something inappropriate during the break, create a case. Select these options when creating the case:

Exam delivery


Candidate took excessive unscheduled breaks

● During unscheduled breaks, candidates are prohibited from discussing the exam with another candidate or test center employee. Inappropriate behavior could result in the candidate forfeiting the exam fee and results.

Allowing candidates to leave the test center building during breaks

Refer to the exam sponsor's client reference for policies about leaving the building during breaks. If the client reference does not specify any policies, follow these standard guidelines:

● Candidates are not permitted to leave the building during an unscheduled break. (See the following note for an exception.) You can direct candidates to the nearest restroom, but inform them that they are not permitted to leave the building during the unscheduled break.


Candidates are allowed to take their service animals outside of the test center building during scheduled or unscheduled breaks. An exam sponsor's client reference may state that candidates are not allowed to leave the test center building during breaks. However, always allow candidates to leave the test center building when their service animals need a break. For more information, see Managing breaks for service animals.

● Candidates are permitted to leave the building during scheduled breaks. Each test center must have information about services in the area that candidates may ask about, such as restaurants and parking lots. Keep a copy of this information at the reception desk for candidates to view on request.

Handling access to personal belongings during breaks

Refer to the exam sponsor's client reference for guidelines about accessing personal items during breaks. If the client reference does not specify any guidelines, follow these standard guidelines:

● During scheduled and unscheduled breaks, candidates are prohibited from accessing cellular phones, exam notes, and study guides unless an exam sponsor specifically permits.

● During scheduled breaks, candidates can access personal belongings except those listed in the previous bullet point.

● During unscheduled breaks, candidates can access personal belongings only if necessary. For example, if a candidate needs to take medication or eat food at a specific time.

● If a candidate attempts to access unauthorized materials or personal belongings during a break, follow the candidate misconduct process (WIN process), which includes having a coworker witness the candidate's behavior. Inform the candidate that the item must remain in the locker during the break. If the candidate refuses to put the item back in the locker, create a detailed case immediately before the candidate is seated for the exam. For more information, see Responding to candidate misconduct.

Handling prayer during breaks

Candidates who want to pray during their unscheduled or scheduled break are allowed to do so. However, they must be in the reception area and out of any walkways, in a corner, or off to the side where they are not interfering with other candidates. They also must pray silently so that they do not disturb anyone else.


Re-admitting candidates after a break

Follow these guidelines when re-admitting candidates into the testing room after their break:

● The process of re-admitting candidates into the testing room should be expedited; any time spent waiting to be signed in means the candidate has less time to complete the exam.

● When a candidate returns from a break, the candidate's identity must first be verified. Follow one of these processes depending on your test center's network:

o At PVTCs, you must manually check the candidate's primary form of ID. On the log sheet, enter the time the candidate returns to the testing room and indicate that you manually checked the ID.



o At PVTC Selects, the candidate's identity must be verified through the Entry Monitoring pane in Admissions Manager. Verify the candidate's identity using the method the exam sponsor requires, which is typically palm vein capture. For more information, see Performing entry and exit monitoring. In addition to Entry Monitoring, be sure to fill in the log sheet for all IT candidates.

● Before you escort candidates to their workstation, ask them to pat themselves down (arms, legs, waistline) to ensure they do not have anything in their pockets. Be sure to ask candidates whether they put their watch on during their break. If they answer yes, ask them to store it away along with any other items in their pockets, if applicable. You can then escort candidates back to their workstation and resume their exam.

● For most exams, candidates cannot resume the exam until the proctor has clicked Resume and logged into Delivery Manager. It is therefore important to continuously monitor candidates and be sure that exams are resumed promptly so that candidates do not lose time unnecessarily.

Ending exams for candidates who do not return from a break

On rare occasion, you might encounter candidates who do not return from their break to complete their exam. Follow these guidelines when a candidate does not return from an unscheduled break:


● If a candidate does not return from an unscheduled break, leave the exam in unscheduled break mode, allow the exam time to expire, end the exam, and create a case. Depending on the exam and exam sponsor, a candidate may pass the exam even though he or she did not answer all of the questions. It is possible that he or she may have completed enough questions correctly.

If the candidate's exam is being delivered through Administrator in Delivery Manager, leave the monitor turned off, allow the time to expire, end the exam, and then create a case. For more information about Administrator, see appendix B.

● If the exam time runs out when the exam is in unscheduled break mode, a message appears about the expired time after you log in to Delivery Manager. Click OK to end the appointment.

Managing unscheduled breaks

In most instances, candidates will take unscheduled breaks. If a candidate wants to take a break at an unscheduled time, you must put the exam into unscheduled break mode, make sure the candidate leaves the testing room, and log the time the candidate is in and out of the testing room. The exam clock continues to run while the candidate is away. You must resume the exam after the candidate returns from the break.

There is no break function for exams delivered through Administrator in Delivery Manager. To prepare a workstation for an unscheduled break, turn the monitor off before you escort the candidate out of the testing room. The exam time will keep running. For more information, see Managing unscheduled breaks in Administrator. For more information about Administrator, see appendix B.

Using unscheduled break mode

Follow these steps when a candidate wants to take an unscheduled break:


The candidate does not need to first answer the question that is displayed on the screen before an exam is put in unscheduled break mode.

1. Remind the candidate that the exam time will not stop counting down while he or she is on a break.

2. Press Ctrl+Shift+F12 on the workstation keyboard.


3. Type your username and password, and click Login.


4. Select the Start unscheduled break option, and click OK.

While the candidate is away, the exam clock continues to run. This means that the more break time the candidate takes the less time the candidate has left for taking the exam.

The Active Break window appears while the exam is in unscheduled break mode. For more information, see About the Active Break window.

If time runs out when the exam is in unscheduled break mode, a message about the expired time appears after you log in to Delivery Manager. Have the candidate click OK to end the appointment.

5. When the candidate leaves the testing room for the break, verify the candidate's identity according to exam sponsor's policy, and sign the candidate out.

For more information, see Performing entry and exit monitoring.

6. When the candidate returns from the break, verify the candidate's identity according to exam sponsor's policy, sign in the candidate, and then escort the candidate back to the workstation.

For more information, see Performing entry and exit monitoring.

7. Click Resume in the Active Break window.




The candidate can continue the exam from where he or she left off. Any necessary time adjustments are made automatically. Do not manually adjust the amount of time the candidate has left for the exam.

9. If required, create a case immediately after you assist the candidate.

Create a case if the following situations occur. Otherwise, you do not need to create a case for unscheduled breaks.

● The candidate took an unscheduled break and the exam sponsor does not permit unscheduled breaks. Create a case, selecting these options:

Exam delivery


Candidate refused to follow proper procedures

● The candidate takes an excessive number of unscheduled breaks. Create a case, selecting these options:

Exam delivery


Candidate took excessive unscheduled breaks

● The candidate is gone for an excessive length of time during an unscheduled break. Create a case, selecting these options:

Exam delivery


Candidate went over allotted break time


Managing unscheduled breaks in Administrator

Several regulatory, employment testing, and certification exams are started on Delivery Manager but are delivered using software called Administrator. Not all exams are delivered through Administrator.

To prepare a workstation for an unscheduled break, turn off the monitor before escorting the candidate out of the testing room. The exam time will keep running. Make sure the candidate leaves the testing room, and be sure to log the time the candidate is in and out of the testing room on the log sheet. Also, make sure to manually check the candidate's ID when the candidate returns to the testing room.

There is no break function for exams delivered through Administrator. You cannot press Ctrl+Shift+F12 on the workstation keyboard to put these exams in unscheduled break mode.

For more information about Administrator, see appendix B.

Managing scheduled breaks


This section describes the standard method of handling scheduled breaks, but several exam sponsors have their own methods. Always refer to the exam sponsor's client reference for specific methods.

If your test center delivers exams on the Administrator application, scheduled breaks function differently from what is explained in this section. Scheduled breaks in Administrator are built halfway into the exam. The candidate is notified when the first section is about to end and a scheduled break is about to begin. For more information about the Administrator application, see appendix B.

When it is time for a scheduled break in Delivery Manager, a message automatically appears on the candidate's screen, similar to the following image. The message tells the


candidate the duration of the break, whether the break is optional or mandatory, and whether the break time counts against the candidate's exam time. If this type of message box does not appear automatically, contact VSS.

When a scheduled break is optional, the candidate clicks Yes to take the break or No to continue the exam. If the break is mandatory, the candidate must click OK to take the break.

If the candidate clicks OK or Yes, the Active Break window appears. The candidate must raise a hand for assistance and leave the testing room. The proctor resumes the exam when the candidate returns. Depending on exam policy, the exam clock may or may not stop during the break, and the candidate may or may not be required to use the specified amount of break time.

Using scheduled break mode

Follow these steps to manage a scheduled break:

1. When the candidate raises a hand and indicates that he or she is taking a scheduled break, check the screen for the Active Break window.

Make sure that the Active Break window is on the screen before you escort the candidate out of the testing room. If it is not, tell the candidate to click Yes or OK to close the message (explained earlier in this section) and open the Active Break window.

See About the Active Break window.

2. When the candidate leaves the testing room for the break, verify the candidate's identity according to exam sponsor's policy and sign out the candidate.

See Performing entry and exit monitoring.

The candidate must leave the testing room for the break.


3. When the candidate returns from the break, ask the candidate to store any belongings he or she may have taken out during the break.

If the candidate does not return within the allotted break time, generally the exam time will begin and that time will automatically be subtracted from the remaining exam time.

4. Verify the candidate's identity according to exam sponsor's policy, and then escort the candidate back to the workstation.

See Performing entry and exit monitoring.

5. Click Resume in the Active Break window.



The candidate continues the exam from where he or she left off. Any necessary time adjustments are made automatically. Do not manually adjust the amount of time the candidate has left for the exam.

Do not create cases for scheduled breaks unless something unusual or suspicious occurred.

About the Active Break window


The following image is an example of the Active Break window that appears while an exam is in scheduled or unscheduled break mode.


The window displays a photo of the candidate, unless there is no photo of the candidate in the system. For example, the window does not display a photo if the backup photo method was used or if the exam sponsor does not require photos.

In addition to the candidate's name and the exam title, the Active Break window displays the following break information:

Break information Description

Amount Taken Displays how long the candidate has been away from the workstation. The value increases until the candidate returns, you click Resume, and log in to Delivery Manager.

Exam Time Remaining

Displays the amount of time remaining for only the exam event item. For example, it does not include any time allowed for a tutorial or survey. This value decreases until it reaches zero, meaning there is no time left for the exam event item.


Total Time Remaining

Displays the amount of time remaining for all event items that are part of the exam appointment. This includes the time allowed for the exam itself, plus any time allowed for tutorials, surveys, and so on. This value decreases until it reaches zero, meaning there is no time left for any of the event items in the appointment.

Duration If the exam sponsor specified an amount of time for the break, a Duration value also appears. This value indicates how much time is allowed for the break. The exam sponsor determines whether the break time is subtracted from the amount of time the candidate has left for the exam.