HELP - PROBLEM!! :(

[federicogal]

Hi, this morning I was supposed to take my exam as a servicenow administrator but during the pre-test verification phase my external web cam suddenly stopped working and, since it is not allowed to use the internal webcam of the PC, my exam did not start. The problem is that I cannot reschedule it unless I pay a penalty.
I wanted to know (and I also opened a ticket to support) if for these exceptional cases and sudden technical problems the support can kindly reschedule the exam for free, and in the meantime I bought a new external webcam.
Could you give me some feedback? I'm desperate, thank you very much.

[Dr Atul G- LNG · Accepted solution]

Hi @federicogal 

There are two things: since your exam did not start, it shows as a "No Show." In this case, there's a possibility you might get an exception, though the chances are quite low. You can log a case on Now Learning and see if the team can offer you a free retake. Otherwise, you'll need to book the retake and pay the $100 fee.

[Dr Atul G- LNG · Accepted solution]

Hi @federicogal 

There are two things: since your exam did not start, it shows as a "No Show." In this case, there's a possibility you might get an exception, though the chances are quite low. You can log a case on Now Learning and see if the team can offer you a free retake. Otherwise, you'll need to book the retake and pay the $100 fee.

[federicogal]

hello and thanks for the reply. However, I no longer have the possibility to independently reschedule the exam because the time has expired. I believe that the assistance will have to reschedule it regardless of whether it is free or paid, right?
Also, I sincerely hope that there is some kindness because imminent and sudden technical problems can happen, it is not a question of negligence 😞 let me know about the question above. thank you very much

[Dr Atul G- LNG · Accepted solution]

Hi @federicogal 

I understand your frustration, but unfortunately, no one from the community can assist with this. You’ll need to wait for an update directly from the ServiceNow Learning team

[AndersBGS]

Hi @federicogal ,

please see the official support answer from Kryterion: 

If you scheduled an online proctored exam?

You will not be charged an extra fee as long as you reschedule or cancel your online proctored registration at least 24 hours prior to your exam's scheduled start time. This is easily accomplished in the My Assessments page of your Webassessor account.

Please note: 24 hours is not the same as one business day. To avoid paying a fee, you must reschedule or cancel at least 24 hours prior to the scheduled exam start time.

**If you reschedule or cancel less than 24 hours before your scheduled exam start time, you may be charged an additional fee.**

https://support.kryterion.com/en_us/how-to-avoid-exam-reschedulingcancellation-fees-rJ2KSL1sJx