Technical issues while testing pre-requisites

Contact Pearson VUE Support immediately and ask them to record the prerequisite-test failure as an exam-delivery technical incident and review your eligibility for a reschedule.

What to do now

1. Open Pearson VUE Support and create a support case.
2. State that:
   • Your Microsoft certification exam was scheduled today at 10:45 AM IST.
   • You could not start it because of technical problems while testing the prerequisites.
   • You want the session logs reviewed and the appointment rescheduled.
3. Include:
   • Exam name and exam code.
   • Appointment or registration ID.
   • Scheduled date, time, and time zone.
   • Whether this was an online-proctored or test-center exam.
   • The exact error message and the stage at which it occurred.
   • Screenshots, system-test results, and any OnVUE/proctor case number available.

Microsoft directs technical exam-delivery and scheduling issues to the exam delivery partner—normally Pearson VUE ^1^.

Check whether self-service rescheduling is available

Sign in to Microsoft Learn, then go to:

Profile → Credentials → Certifications → exam appointment → Reschedule

This redirects you to the exam provider’s site ^2^. If the option is absent, the appointment has passed, or rescheduling produces an error, continue with the Pearson VUE case rather than booking and paying for another appointment.

The normal policy requires cancellation or rescheduling at least 24 hours before the appointment; otherwise, the fee or voucher may be forfeited ^2^. Because this involved a technical failure rather than a planned late change, ask Pearson VUE to review the recorded incident before taking further action.

If Pearson VUE cannot resolve it

Submit a request through Microsoft Credentials Support:

1. Select Learning as the product family.
2. Select Microsoft Credentials as the product or service.
3. Choose the category closest to an exam appointment or technical-delivery issue.
4. Select Professional No Charge.
5. Choose Email, enter the location and time zone, and attach the Pearson VUE case number, screenshots, and error details.

Credentials Support is the escalation route for certification issues that the delivery partner cannot resolve ^1^. Microsoft Q&A moderators cannot directly modify or reschedule exam appointments.

References

1. Credentials support | Microsoft Learn
2. Reschedule and cancellation policies | Microsoft Learn