Pearson VUE Online Proctoring Problems: Fixes and Workarounds

Online proctoring through Pearson VUE (OnVUE) occasionally encounters technical issues. This guide covers the most common problems and their solutions so you can resolve them quickly and get back to your exam.

Before the Exam: Prevention

The best troubleshooting is prevention. Run the Pearson VUE system test at least 48 hours before your exam. Close all non-essential applications. Use a wired Ethernet connection. Disable VPN software completely.

Check-in Problems

• Photos not uploading: Ensure good lighting, hold ID steady, use phone camera if webcam quality is poor
• Room scan not accepted: Clear your desk completely, show all desk surfaces and the area under your desk
• Proctor not connecting: Wait at least 15 minutes; use the in-app chat if available
• Application crashes during check-in: Restart the app and try again; your check-in progress is usually saved

Webcam and Audio Issues

• Webcam not detected: Close Teams/Zoom/Skype, check privacy settings, try different USB port
• Poor webcam quality: Improve lighting, clean the lens, consider an external webcam for future exams
• Microphone not working: Check system default audio input device, test with voice recorder app
• Echo or feedback: Use headphones if the proctor reports audio issues

Internet Connection Problems

• Switch from Wi-Fi to wired Ethernet if possible
• Close all other browser tabs and applications
• Ask household members to stop streaming or downloading
• If on Australian NBN, check nbnco.com.au for outages in your area
• As a last resort, use mobile hotspot as a backup connection

Issues During the Exam

If your connection drops briefly during the exam, the session should resume when you reconnect. Your answers are saved server-side. If the proctor disconnects, wait and a new proctor will typically connect within a few minutes. Do not close the application.

Contacting Support

Pearson VUE has 24/7 support via chat and phone. For Australian candidates, the support line is available in English. If an issue prevents you from completing your exam, contact support immediately to arrange a reschedule. See also our complete proctoring tips guide.