divice failure

Contact Pearson VUE immediately and request a technical-incident case number and a no-cost reschedule, because the OnVUE application crashed during today’s Microsoft exam check-in.

Report the failed exam session

1. Open Pearson VUE Support from the Microsoft Credentials support page ^1^.
2. Report that:
   • The incident occurred today at Lift CBO Hub in Turkana County.
   • You communicated with the proctor/examiner.
   • You were instructed to exit OnVUE.
   • OnVUE or the computer crashed when you attempted to continue.
   • The exam never loaded.
3. Provide your exam name, appointment time, registration/order number, and any screenshot or exact error message available.
4. Ask Pearson VUE to:
   • Create a case and give you its case number.
   • Check how the appointment was recorded.
   • Reschedule the exam without another payment if their investigation confirms the technical failure.

Microsoft directs exam-delivery and appointment problems to Pearson VUE. Similar OnVUE launch failures are also handled through Pearson VUE support rather than the Windows community forum ^2^.

Do not repeatedly reuse the access code now that the appointment session has failed. Preserve the code, screenshots, and messages as evidence for the support case.

Prepare the computer before the rescheduled exam

“22H2” alone does not identify whether you have Windows 10 or Windows 11. Press Windows key + R, enter winver, and record the complete edition and version for Pearson VUE.

Before the next appointment:

1. Verify that the computer runs a currently supported 64-bit Windows 10 or Windows 11 edition and is not in S mode.
2. Use a personal computer with a local administrator account where possible.
3. Run the OnVUE system test on the same computer, internet connection, and location that will be used for the exam.
4. Restart the computer and close unnecessary applications before check-in.
5. Avoid VPNs, proxy filtering, corporate networks, and other security controls that could block OnVUE.
6. Prefer a wired connection if available.
7. Check that the webcam, microphone, speakers, and network all pass.

These are the documented OnVUE preparation requirements ^3^. If one of the system-test components fails, use Pearson’s component-specific troubleshooting guide ^4^.

If this was a shared computer at the hub, ask the hub operator whether you can use another compliant computer and network. OnVUE can be blocked by security software or restrictive network configuration even when Windows itself starts normally.

If the appointment was recorded as a failed attempt

If Pearson VUE recorded a score or imposed a retake waiting period:

1. Obtain the Pearson VUE case number first.
2. Submit a request to Microsoft Credentials Support.
3. Include the case number and state that the exam was interrupted by equipment or connectivity failure.

Microsoft permits a waiting-period waiver for equipment or internet failures only when Pearson VUE created a case; the case number is required ^5^.

References

1. Credentials support
2. Unable to launch exam on OnVue - Microsoft Q&A
3. About online exams with Pearson VUE
4. Troubleshooting guide for the OnVUE system test
5. Exam and Applied Skills assessment lab retake policies