CSA certification exam technical issue

[ShashipreetP]

I have scheduled the CSA exam and started the exam before the 30min to finish the verification, when I started i faced some technical issue so I closed and re-opened the sight and tried to start exam again, but it gave me an error like "OnVUE check-in can not be started at this time". I tried multiple times and faced the same issue, i thought i can re schedule it, but when I open now it is showing as 2nd attempt.
Could any one confirm how to get my 1st attempt back

[21121A3359 · Accepted solution]

Hai @ShashipreetP 

This usually happens when the OnVUE session gets interrupted during check‑in. Once the exam session is initiated, even if it fails due to technical issues, Pearson VUE may count it as an attempt.

Here’s what you should do:

1. Do not try to reschedule again immediately

2. Contact ServiceNow Certification Support / Pearson VUE support:

   • Go to: https://nowlearning.servicenow.com → Help / Support
   • Or Pearson VUE support: https://home.pearsonvue.com/servicenow/contact

3. Raise a ticket with:

   • Exam name (CSA)
   • Date and time of exam
   • Screenshot (if available)
   • Describe the error: "OnVUE check-in cannot be started at this time"

4. Mention clearly:

   • You attempted to start within time
   • Encountered technical issue
   • Could not proceed with the exam
   • It was incorrectly marked as your first attempt

[ShashipreetP]

@21121A3359  Thank you so much, its helpful.

[Tanushree Maiti]

Hi @ShashipreetP 

Immediately raise a case with Now learning support in Servicenow University , describing all the details . They will validate all the evidences with Pearson and will let you know whether you are eligible for Next free attempt or not.

https://learning.servicenow.com/lxp/en/pages/now-learning-help-center?id=nl_kb_home

Note: Generally, at Weekend Now learning support does not respond- I have seen.

[ShashipreetP]

@Tanushree Maiti Thankyou so much for the help