PVTC Chapter 09 - Managing Exam Delivery A4

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
Copyright © 2018 Pearson Education, Inc. or its affiliate(s). All rights reserved. pvuecopyright@pearson.com
Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 1
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, 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 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 When you are ready to seat the
the admission process at the candidate for an exam, use Entry
front desk, and the Admit Monitoring to sign the candidate in. The
button has been clicked. status then changes to Initial Sign-In.
Initial Sign-In The candidate has been signed After you seat the candidate, start the
in through Entry Monitoring for exam using Delivery Manager. The
the first time but has not yet candidate's name will be removed from
started the exam. the Entry Monitoring pane until the
exam is stopped, put into break mode,
or comes to an end.
Stopped The test administrator used the The candidate's name reappears in the
override functions to manually Entry Monitoring pane automatically.
stop the exam or put the exam After you escort the candidate out of the
in unscheduled break mode. testing room, sign out the candidate.
The status then changes to Signed-Out.

Signed-In The candidate has been signed After you escort the candidate back to
in through Entry Monitoring, the workstation, resume the exam using
although not for the first time. Delivery Manager. The candidate's name
(See Initial Sign-In.) 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 When ready to re-seat the candidate,
out through Entry Monitoring, use Entry Monitoring to sign the
but the exam has not ended. candidate in. The status then changes to
Signed-In.
Delivered The candidate's exam has After you escort the candidate out of the
ended. 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 Allows you to capture a candidate's palm vein pattern. This button is
Vein active only if the exam sponsor for the selected candidate requires
palm vein verification.
Check ID Allows you to check a candidate's ID. Even if the exam sponsor requires
palm vein verification, this button is always active because you may
need to 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
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 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
● 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 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 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 If the right palm vein pattern is recognized, a check mark appears
matches 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 If the right palm vein pattern is scanned incorrectly, "The right
incorrectly palm was not correctly scanned" appears in the right pane.
scanned
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 If the right palm vein pattern is not recognized, an exclamation
does not match point appears above the text in the right pane.
on first attempt

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 If the right palm is not recognized after a second attempt, an
does not match exclamation point appears next to "Scan right palm" in the left
on second pane and above the text in the right pane.
attempt
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 If the left palm vein pattern is recognized, a check mark appears
matches 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 If the left palm vein pattern is scanned incorrectly, "The left palm
incorrectly was not correctly scanned" appears in the right pane.
scanned
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 If the left palm vein pattern is not recognized, an exclamation
does not match point appears above the text in the right pane.
on first attempt
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 If the palm vein pattern is not recognized after a second attempt,
does not match an exclamation point appears next to "Verify," "Scan right palm,"
on second and "Scan left palm" in the left pane and above the text in the
attempt 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 If the following message appears on the screen, ask the candidate
match found for for his or her primary ID. Recheck the candidate's primary ID, and
both palms 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.

Checking ID in Entry Monitoring
When the following appears screen 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 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 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.)
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.

● 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 glasses, visually inspect the glasses to make sure
they are not a prohibited electronic device, such as Google Glass, camera glasses, or spy
glasses, which may be used for item theft. You must also visually inspect the glasses
each time the candidate enters the testing room after a break to make sure that the
glasses have not been switched to a prohibited electronic device. The following
attributes may indicate that the eyewear is 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 may not hold the glasses
while you inspect them. This helps you make sure 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 to make sure that they are not an electronic device.
● Do not touch the glasses or the candidate.
● 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
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.
There are several possible reasons why an Authorization window appears in Delivery
Manager after you click Start to begin a candidate's exam:
● An Authorization window appears when there are background service issues with
your testing system. Until the issue is resolved, you must obtain an authorization
code from VSS in order to start any exams in Delivery Manager.
● The Authorization window also appears when there are problems with your
credentials, such as when your password is expired or your account is locked. In

these situations, try to resolve the issue on your own first before contacting VSS to
obtain an authorization code. For more information, see Starting Delivery Manager
without the required credentials.
When you are resuming, restarting, or changing the amount of time in an exam, the
Authorization window also appears. For more information, see the relevant
sections within Using the Administrator Override options.
● Internet connectivity issues may be one of the reasons why the Authorization
window is appearing in Delivery Manager. Until the connection is restored, you are
required to obtain an authorization code to start exams.
The following image is an example of the window.
Follow these steps to obtain an authorization code:
1. Call VSS.
2. Provide VSS with the challenge key shown in the Authorization window (if
applicable).
VSS provides you with a 12-digit, numeric authorization code. If you are required
to present a challenge key, VSS will verify this first.
3. Type the authorization code into the Authorization Code field, and then click OK.
If you will need a code to start more than one exam, tell VSS how many exams you
will be delivering during the day. VSS will provide you with a multi-pass
authorization code that can be used for every exam that day. However, the multi-
pass authorization code does not cover additional exams if you deliver more
exams than the number you gave VSS. If this occurs, you will need to call VSS and
get a new authorization code.

If you only use the multi-pass authorization code on one workstation, you
are not required to use the code on any remaining workstations, unless
the number of authorizations run out.
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 If you try to start an exam in Delivery Manager while your account
locked 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 If you try to start an exam in Delivery Manager and your password
expired. 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 If you try to start an exam in Delivery Manager without first setting
security questions. 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 If you update your password and RMA has not run yet, your
of sync. 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
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 Contains information about the candidate related to the currently

Information 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 Documents information about Delivery Manager. Also
Manager 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 Registration Manager Automatically granted when you click

automatic Schedule in the Exams screen.
accommodation
Granting a non- Registration Manager Candidate contacts the call center if he or

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

accommodation she requires a special accommodation.
(Performed by the Pearson VUE grants the accommodation
call center) 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 Registration Manager Click Accommodations in the Exams or

accommodations Order screen, select the desired
during registration accommodation from the list, and then click
process Review.
(Does not apply to

manual
accommodations)
Viewing Registration Manager In the History tab on the Customers

accommodation screen, select the desired registration and
information for a then click Accommodations.
saved registration
(Does not apply to
manual
accommodations)
Viewing Admissions Manager If a registration has been granted an

accommodation accommodation, an A appears in the A
information on the column on the schedule. Select the desired
schedule registration, and accommodation details
(Does not apply to appear at bottom of window.
manual
accommodations)
Revoking Not applicable Candidate must contact the call center to

accommodation for a revoke an accommodation for a registration
saved registration that was previously made.
(Performed by the
call center)
Confirming or Delivery Manager Select the appropriate action in the

rescinding an Accommodations window, and click OK to
accommodation at start the exam. For more information, see
exam delivery time Granting or rescinding accommodations.
Manually extending Delivery Manager Type the necessary amount of time into the
appointment time if Amount field on the Administrator
directed to do so by Overrides window. For more information,
software message 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.
The exam sponsor may require the candidate to provide evidence of

needing the accommodation, such as a letter from his or her company,
Rescinded 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 & You cannot rescind the accommodation. These accommodations have
Locked 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.
Exam distractions
Noise disturbances (such as construction) and strong smells (such as paint fumes) are
examples of problems with the testing environment. If an outside distraction, such as
construction, occurs after an exam has started, make every attempt to contact property
management in an effort to minimize the distraction until testing has completed for the
day. Offer candidates earplugs.
For disturbances that are not typical in your test center, create a case, selecting 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.
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 Permitted in the testing room without an accommodation.

monitoring device or
insulin pump
(without a remote
control) attached to
the candidate's body
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 Review the candidate's accommodation to see what the candidate
supplies is specifically approved for.
For example, insulin If the candidate does not have an accommodation, the candidate
pens, lancets, testing may store and access the supplies outside of the testing room, or
strips 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 Some people who have diabetes use mobile phones as diabetes-
diabetes-monitoring monitoring devices.
device 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
Some exam sponsors offer an accommodation called ZoomText. This program allows
candidates to magnify the screen to make it easier to read. ZoomText automatically
opens when a candidate's exam launches. The following image is an example of the
ZoomText control bar:
By default, ZoomText starts at 200 percent magnification. Magnification

levels range from 200 percent to 3600 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 be unable to
navigate or find the control bar. Assist these candidates by using the following keyboard
shortcuts to access the control bar:
● Alt+Tab: Bring the control bar forward on the screen.
● Control+Shift+U: Display the control bar.
The following table provides more information about the primary features of ZoomText:

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 may ask whether you want to exit ZoomText. If this
happens, click Yes. If not, end the exam using the standard process.
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 check the candidate's primary form of ID. On the log sheet,
enter the time the candidate left the testing room.

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

Do not use the log sheet. Instead, use the log boxes in the Japan version
of the Candidate Rules Agreement that the candidate signed.
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
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 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 Displays the amount of time remaining for only the exam event
Remaining 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 Displays the amount of time remaining for all event items that are
Remaining 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.

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Chapter 9 - Managing Exam

This chapter contains the following sections:

Performing entry and exit monitoring

Using Delivery Manager

The Administrator application in Delivery Manager

Handling accommodations in the VUE Testing System

Proctoring accommodations appointments

Using the Administrator Override options

For test centers located in Japan:

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 2

Candidate Displays the candidate's name. The candidate list is in alphabetical

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Client The name of the exam sponsor offering the exam.

Status See the next table for details.

Status Meaning Possible actions to take

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 4

The following buttons are located beneath the candidate list:

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Using the Entry Monitoring pane

The Entry Monitoring pane in Admissions Manager appears only at certain

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 6

● Checking palm vein in Entry Monitoring

● Checking ID in Entry Monitoring

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● If the photos do not match, select the ID verified and does

3. When the following screen appears in Entry Monitoring after a successful

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

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 16

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

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● The backup photo method was used during admission.

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

Backup entry monitoring procedure

The Entry Monitoring pane in Admissions Manager appears only at certain

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

1. Click Check ID in the Entry Monitoring pane.

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

Additionally, follow the procedures in Palm vein device failures.

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 18

Checking items brought into testing room

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

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If the candidate insists on retaining a personal item that is not normally

If you discover unauthorized items (such as notes), if a candidate

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

● Thick arms or a wide bridge between lenses

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 20

● LED indicator lights

● Holes or circles on the frame or bridge

● Small cameras disguised as screws

● Do not touch the glasses or the candidate.

Pearson VUE Confidential | 09 - Managing Exam Delivery | Version 5.5 |Page 21

Children, significant others, relatives, and friends of candidates are not

Using Delivery Manager

For security reasons, never leave Delivery Manager running unattended.

Starting an exam using Delivery Manager