Troubleshooting guide for online exams

What to do in the event of a technical issue

If you do experience a technical issue during your exam, please follow these steps:
1. First, don’t panic. Your progress through the exam will be saved, so there’s no need to stress.
2. Reach out to your proctor via chat. They may be able to relaunch your exam for you, if required, or help you relaunch your own exam. If you can’t reach
your proctor, it’s possible your internet connection has dropped, so it’s time for step 3.
3. Compare your experience with the information and images below, to identity the likely cause. Then, follow the relevant troubleshooting steps to address
the issue and continue your exam.
4. If you still can’t address the issue or continue your exam, please close the application before contacting CPA Australia.

It’s your responsibility to ensure you meet the online exam requirements. Most technical issues are caused by the use of a work computer, a computer with a
VPN, an application running in the background, or an unstable internet connection. Making sure you’re using a personal computer, wired internet connection and
have closed all applications (except OnVUE) will help to minimise any potential technical issues.

Contents
Before your exam - the check-in process .........................................................................................................................................................................2
During your exam .............................................................................................................................................................................................................6
If an application launches during check-in or your exam ..................................................................................................................................................9

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 Troubleshooting guide for online exams

Before your exam - the check-in process

Issue Visual Steps to support

• Check your confirmation or reminder email from Pearson VUE to confirm your appointment
time (noting the ‘time zone’ in which your appointment has been scheduled).
• The ‘Check In’ button will appear 30 minutes before your exam start time. While this button
will remain visible 15 minutes after your appointment time, we encourage you start the
check-in process sooner rather than later.
• If you can’t see the button, you may be too early or too late for your exam.

No ‘Check In’
button when • You’ll also find a check-in link in your confirmation and reminder email if you are
launching experiencing any issues logging into My CPA Program.
Pearson VUE

• As you progress through the check-in process, you may be asked to complete a CAPTCHA
test. If so, you’ll see the screen at left.
• Once you tick the box, you’ll be asked to identify certain images based on a description, to
CAPTCHA test verify you’re not a robot.
during check in • You’ll need to identify the images correctly in order to progress and launch your exam.

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 Troubleshooting guide for online exams

• If OnVUE won’t download, it’s likely your computer didn’t meet the technical requirements –
possibly due to a slow internet connection, or firewalls blocking OnVUE.
Cannot • Complete another System Test to check your computer and network. If the issue persists, try
download the using a different computer or network if you have one readily available.
OnVUE
application

• If you see this screen while attempting to launch your exam for the first time, we
recommend you start the check-in process again to receive a new access code.
• You can do so by logging back into My CPA Program or following the link in your
confirmation or reminder email from Pearson VUE.
No access code • If you see an invalid access code after attempting the ‘Restart/relaunch exam’ steps (i.e.,
at launch where you’ve started your exam but had to relaunch after experiencing an issue and the
check-in window is closed) please contact CPA Australia.
• If you see no access code after attempting to relaunch your exam, please see the ‘Invalid
access code after relaunch’ steps in the ‘During your exam’ below.

• If you try to launch the OnVUE application using an unsupported operating system, you’ll
receive a message indicating that the version of the operating system you are using does not
meet the minimum requirements for launching OnVUE.
• You should ensure your device meets one of the below:
o Windows 11 & 10 (64-bit) (excluding ‘S Mode’)
o MacOS 10.15 and above (excluding beta versions)
Cannot launch
the OnVUE A reminder that mobile devices are not supported.
application due • Please return to the previous step and try again using an operating system that meets the
to an requirements (this may require an update).
unsupported If you’re using an Apple Mac computer
operating system
• You may need to manually grant permission for the OnVUE application to run. If you haven’t
done so, you may encounter a pop-up when trying to launch your exam.
• Before your exam: refer to the Mac special note on page 3 of the Pearson VUE technical
requirements for guidance on adjusting your settings.
• During your exam: follow the Restart/relaunch instructions below, then refer to the Mac
special note on page 3 of the Pearson VUE technical requirements.

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 Troubleshooting guide for online exams

Before your exam:

• It’s critical you complete and pass the system test before the day of your exam and
troubleshoot any issues.
On the day of your exam:
Failed system • During check-in, you’ll complete another system test (this one is called a ‘diagnostic’ test).
test: Diagnostics You must pass this to proceed with your exam.
– equipment • If you don’t pass this test, click the troubleshooting links on screen and follow the instructions
checks to resolve the issue.
• If you still don’t pass, this is the time to switch to a different computer or network if you have
one readily available.
• We recommend you begin your check-in at least 30 minutes before your appointment to
resolve any unexpected technical issues. If required, you may need to find an alternate
device or stronger internet connection.

If you see a message stating:

“You have lost your internet connection. OnVUE is disabled until your connection is restored.”

Connection lost Find a stable internet connection (we recommend a wired connection) and see if your
during check-in connection is restored. If this is not successful, follow the instructions in the ‘Restart/Relaunch
exam’ section below.

• The exam won’t launch with other applications open – this is called ‘Browser Lock’.
• If you receive a message indicating that you have applications open, click the ‘OK’ button to
close the program/s.
‘Browser Lock’ • Next, click the ‘test’ button in the following pop-up – this will allow you to verify whether all
error message applications were successfully closed.
during check-in • If you need to close applications yourself, follow the steps in the ‘If an application launches
during check-in or your exam’ section below.

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 Troubleshooting guide for online exams

• You’ll be able to see your position in the ‘queue’ while waiting to start your exam. Your
position will update every 60 seconds.
• If your wait time exceeds 15 minutes, a banner will appear with a link to contact Pearson
VUE with any questions or concerns.
• If your wait time exceeds 30 minutes, a message will appear indicating longer-than-normal
wait times. It’s important you remain in your seat and follow all exam rules.
• If one of the following occurs, there may be an issue with your internet connection even if
Extended wait
for exam to you’ve passed the system test. Please contact Pearson VUE via the ‘Help’ button if:
o your position in the queue does not progress
launch (at the
end of the check- o your position in the queue increases
in process) o you are waiting longer than 30 minutes (starting from your time in the queue, not the
time since you began the check-in process).
• If you’re unable to make contact with Pearson VUE, we advise you to follow the instructions
in the ‘Restart/Relaunch exam’ section below.
• Once you’ve connected with a greeter and they’ve completed their necessary checks, they
will launch your exam. If the launch takes more than five minutes, you’ll be instructed to quit
and relaunch your exam. Please follow the instructions in the ‘Restart/Relaunch exam’
section below.

• You can also check the Pearson VUE FAQs for more information about issues that may
occur during the check-in process.
• You can find these by visiting the Pearson VUE website
(home.pearsonvue.com/cpaaustralia/onvue) and clicking the icon at the bottom right of the
Pearson VUE
page (screenshot at left).
FAQs
• There is also an online chat feature so you can easily reach a team member at Pearson VUE
for support.
• Please note, as you won’t be able to open your browser during your exam, we recommend
using this function before or after your appointment, or during the check-in process only.

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 Troubleshooting guide for online exams

During your exam

Issue Visual – if applicable Steps to support

• This screen will appear if you are experiencing persistent connectivity issues, often
related to a poor internet connection.
• If you see this screen, you should click the ‘Relaunch’ button.
Unexpected exam • The OnVUE application will reopen and add you to the queue. The next available
shutdown proctor will help you relaunch your exam.
• If you click the ‘Close’ button instead of ‘Relaunch’, the window will close. To resume
your exam, find the OnVUE application in your Downloads folder and open the
application.

There are instances where you may need to relaunch your own exam, such as:
• if you’ve been waiting in the queue for longer than 30 minutes and can’t make contact
with Pearson VUE
• if you have technical issues (e.g., complete screen freeze) during your exam and can’t
contact your proctor via chat.
• if you’re experiencing persistent lagging, freezing, or other connectivity issues.
• if you’ve been instructed by your proctor or greeter to complete a restart or relaunch
because of connectivity issues.
If your proctor advises that there are connection issues and instructs you to relaunch your
exam, you must follow their instructions. There may not be obvious issues on your end,
for example, your proctor may advise that there are video streaming issues. Even though
Restart/relaunch exam
you may be able to see yourself on screen, you must relaunch your exam as instructed to
ensure your proctor can see you.
If you need to restart your exam at any stage, you do not need to go back into My CPA
Program. Follow these steps to restart:
• PC users:
o Press Control + Alt + Delete to access Task Manager.
o Select the OnVUE application and click ‘End Task’.
• MAC users:
o Open Activity Monitor by pressing Command + Spacebar
o Type the word Activity Monitor and select this option.
o Locate the OnVUE application and Force Quit.

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 Troubleshooting guide for online exams

• Then, find the OnVUE application in your ‘Downloads’ folder and double click. If you
have multiple versions of the OnVUE application in your ‘Downloads’ folder, open the
most recent version and delete any older versions.
• Complete any requested check in steps and click next. Your exam should reload and
begin. Please note, your progress through your exam will be saved.
• If your exam does not relaunch, please contact Pearson VUE via the ‘Help’ button for
support.

If you have no access code

If you do need to relaunch your exam, you’ll be asked to enter or confirm your access
code. This should automatically populate.
If your code doesn’t automatically appear, you can follow these steps to locate your code:
• Grab your phone or the device you originally used to take photos during the exam
check in process.
• Open your browser and go to ‘browser history’
o In Safari, click the open book icon, followed by the clock icon (screenshots at
left)
o In Chrome, click More (the three dots) at the top right, and then click History.
If your address bar is at the bottom, swipe up on the address bar. Click
History.
• From here, open Pearson VUE | Mobile Check.
Invalid or no access • Your original access code should appear on this screen. You can then type this code
code after exam into the required field on your computer.
relaunch
If your access code is invalid
If you can’t find your code using the steps above, or the code is invalid, it’s possible your
exam has been terminated. Please contact CPA Australia to discuss your options.

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 Troubleshooting guide for online exams

• Browser Lock runs for the duration of the exam. If another program loads or
automatically restarts during your exam, Browser Lock will stop your exam.
• If you see this message pop up, follow the on-screen instructions (click ‘OK’ to have
Browser Lock shut down the applications automatically).
• Then, click on the ‘test’ button in the next pop-up – this will allow you to verify whether
all applications were successfully closed.
‘Browser Lock’ error • You may then see the ‘Unexpected Exam Shutdown’ visual. Follow the steps to
message during exam relaunch as outlined in the ‘Unexpected exam shutdown’ section above.
• You won’t be able to continue your exam until you close all other applications.
• If you need to close applications yourself follow the steps in the ‘If an application
launches during check-in or your exam’ section below.

• If your exam screen freezes or goes blank, this is usually due to a connection
problem. If you experience this issue, you may have difficulty contacting your proctor
via the ‘chat’ function.
Exam screen • Your proctor may attempt to contact you via your mobile phone if they are noticing
freezes/goes blank, or connectivity problems.
you experience • If you are experiencing connectivity problems, you should follow the instructions from
significant lagging or your proctor if they have made contact, or relaunch your exam following the
unable to type ‘Restart/Relaunch exam’ section above.
• If you experience a technical issue, it’s important to know that the proctor is unable to
add extra time to your exam clock to compensate for any time you believe you may
have lost.
• The proctor is there to supervise and can only provide limited technical support.

• During your exam, pop-up warning messages may be sent by a proctor to remind you
of certain exam rules. These messages may include warnings relating to:
o Leaning partially offscreen
Pop-up message from
o Mumbling or speaking aloud
proctor
o Wearing headphones
• If you receive a warning message during your exam, you must click ‘OK’ to close the
message and continue with your exam.

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Troubleshooting guide for online exams

If an application launches during check-in or your exam

Visual Steps to support

Some of the most common applications that have affected CPA Program
candidates are:
• Task manager (taskmgr)
• Dropbox (dbxsvc)
• Zoom (zoomsharingservice)
• Microsoft Teams (microsoftteams)
• Chrome or Safari
Gaming platforms/services also frequently interrupt online exams, so it’s best to
log out and completely close these before you start the check-in process.
The majority of applications can be closed using the following instructions:
• PC users:
o Press Control + Alt + Delete to access Task Manager.
---------------------------- o Select the application and click ‘End Task’.
• MAC users:
o Open Activity Monitor by pressing Command + Spacebar
o Type the word Activity Monitor and select this option.
o Locate the application and Force Quit.
If an application continues to interrupt your exam, you may need to update its
settings. Some examples are below.
Microsoft Teams
• Launch the Teams application and click the three dots next to your profile
icon at the top right. From the drop-down menu, click Settings.
• In the Application section of the General tab, uncheck ‘On close, keep
the application running’
Dropbox
• Click the Dropbox icon in the system area. Click your profile.
• Select Preferences from the drop-down menu.
• Untick Start Dropbox on system startup and click Apply and OK.
• Click the Dropbox icon to open the application. Click your profile to open the
dropdown menu an select Quit.