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!

[THITHUYHUN]

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!

[Jim Poisson]

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

[THITHUYHUN]

Hi @Jim Poisson

I am terribly sorry to bother you again, but it has been several days and my ticket (Case #CS0629883) is still stuck in the 'Open' status with absolutely NO response or update from the support team.

The system is still forcing me to pay the $150 Retake Fee for the OnVUE platform failure (Pearson VUE Case #42224969), and I cannot register for my exam.

Could you please help me check why the support operations team is completely silent? I am deeply stressed and just want to get my exam eligibility reset to $0 so I can book an in-person center.

Thank you so much for your ongoing kindness and support!

[Jim Poisson]

I have sent a note to the leads about the case.

[THITHUYHUN]

Thank you so much for escalating this to the Support Team Lead. I truly appreciate your dedication to helping candidates.

I wanted to update you that as of Friday, the ticket is still stuck with no response, and the $150 fee remains on my portal. Since the weekend is approaching, I have left a comment inside the ticket referencing your internal escalation.

I highly hope the Support Lead can look into the queue today and manually reset my authorization to $0. Thank you again for being my voice in this process!