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

THITHUYHUN · ‎07-10-2026

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 · a week ago

Hi @Jim Poisson,

I am thrilled to update you that my Retake fee has officially been reset to $0 USD! It seems the Support Lead and Operations team successfully applied the manual override to my account.

Thank you so much for your kind and urgent intervention in sending note to the leads about my case. Without your help, I wouldn't have been able to get this resolved.

I am now proceeding to schedule my CSA exam at an in-person test center to ensure a smooth exam session. You may close this community thread.

Thank you again!

THITHUYHUN · 4 weeks ago

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!