question URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS0628575 in Training and Certifications forum

URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS0628575

THITHUYHUN — Fri, 10 Jul 2026 11:15:36 GMT

Hi Community Managers and Support Experts,

I am writing to seek urgent help regarding my ServiceNow CSA exam. My exam was scheduled via OnVUE, but I was completely unable to take it because the OnVUE application failed to recognize my webcam in the check-in phase.

I want to explicitly emphasize that my internet bandwidth and audio tests passed 100% successfully on the OnVUE before the check-in. My built-in camera and external camera also works perfectly on my local machine and other communication platforms.

I raised an official ticket to ServiceNow Support (Case No: CS0628575) with the evidence of not-recognize-my webcam-in-the-check-in-phase problem, but unfortunately, the agent sent a generic template response blaming my network connection and prematurely CLOSED the ticket without a proper technical review, refusing to escalate the issue.

I have already replied to Pearson VUE's customer support email with my Candidate ID and Registration ID to obtain an official Pearson VUE Case Number for further verification. However, since ServiceNow support has completely shut down my active communication channel by closing my ticket, I am currently stuck.

Could any Community Administrator please help me escalate this issue to a Tier 2 Support Manager or a Supervisor to reset my exam eligibility? I deeply prepare for this certification and wish to reschedule my CSA exam to an in-person test center to completely avoid this third-party software instability.

Thank you so much for your fair consideration and urgent assistance!

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

Dr Atul G- LNG — Fri, 10 Jul 2026 16:09:38 GMT

Hi @THITHUYHUN

Here is the detail

https://learning.servicenow.com/lxp/en/credentials/servicenow-security-invalidation-process?id=kb_article_view&sysparm_article=KB0011062

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

Tanushree Maiti — Fri, 10 Jul 2026 17:27:07 GMT

Hi @THITHUYHUN

No one in this community can help you with this issue. Only the Now Learning Case Support team and Pearson Support can assist.

Please wait for their response.

Meanwhile you can go through this KB - In which scenarios, a cohort exam can be terminated / revoked.

KB0011062 ServiceNow Security Certification Invalidation Process

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

THITHUYHUN — Sat, 11 Jul 2026 01:45:03 GMT

Thank you for your comment.

I completely understand that community members cannot directly resolve may case.

I posted this here in hopes that a ServiceNow Community Managercould see the unfair treatment from the frontline Support team. The support agent completely ignored my technical evidence and prematurely closed my case.

Thank you!

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

THITHUYHUN — Thu, 16 Jul 2026 01:10:41 GMT

UPDATE: Pearson VUE just emailed me confirming the technical incident and issued official Case Number 42224969. They explicitly directed me to ServiceNow to request a new exam authorization. I have submitted this to my active case. Hoping for a quick resolution from ServiceNow managers now!

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

THITHUYHUN — Fri, 24 Jul 2026 01:29:36 GMT

UPDATE: Ticket is Stalled at "Open" Status with No Support Response for Days

My active ticket (Case #CS0629883]) has been completely ignored by the support team for days, remaining stuck in the "Open" status without a single human response.I have already provided 100% concrete evidence, including the OnVUE error screenshot and the official Pearson VUE Case Number: 42224969, where Pearson VUE explicitly confirmed the technical failure and directed me to ServiceNow for a new exam authorization.

Could an Admin please step in and escalate this case to the higher support tier?

Thank you for your support!

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

Jim Poisson — Fri, 24 Jul 2026 10:39:24 GMT

I've made the certification team aware of the case and your post

Re: URGENT: Requesting Help After Support Closed Ticket for OnVUE Webcam Failure - Case No: CS062857

THITHUYHUN — Tue, 28 Jul 2026 14:35:49 GMT

Thank you so much for your support and for flagging this to the support team.

As of right now, my active ticket (Case #CS0629883) is still pending in the 'Open' status without any response, and the system is still incorrectly asking me to pay the $150 Retake Fee for the OnVUE software failure (Pearson VUE Case #42224969).

I hope the support operations team can manually override the fee to $0 soon so I can book my test at an in-person center.

Thank you again for your professional help!