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

[THITHUYHUN]

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!

[Dr Atul G- LNG]

Hi @THITHUYHUN 

Here is the detail

https://learning.servicenow.com/lxp/en/credentials/servicenow-security-invalidation-process?id=kb_ar...

[Tanushree Maiti]

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 

[THITHUYHUN]

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!

[THITHUYHUN]

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!