Onvue Policies & Procedures Guide: Pearson Vue Confidential

OnVUE Policies & Procedures Guide
This guide describes the policies and procedures Pearson VUE has developed for its
online proctored exams. It provides information on standard processes and policies that
test administers should follow for a variety of tasks, such as checking candidates in for an
exam.
This guide contains the following sections:
Symbols used.................................................................................................................................. 2
About Pearson VUE ........................................................................................................................ 3
About OnVUE .................................................................................................................................. 4
Test administrator roles and objectives ..................................................................................... 5
Maintaining security ...................................................................................................................... 7
Candidate misconduct ................................................................................................................ 15
Creating cases in ServiceDirect .................................................................................................. 19
The check-in process ................................................................................................................... 29
Acceptable forms of ID ................................................................................................................ 34
Name-matching guidelines ......................................................................................................... 39
Taking a photograph ................................................................................................................... 46
Rules about personal belongings .............................................................................................. 48
Proctoring an exam ..................................................................................................................... 55
Version 7.0
Pearson VUE Confidential
Copyright © 2022 Pearson Education, Inc. or its affiliate(s). All rights reserved. pvuecopyright@pearson.com
Symbols used
The symbols used throughout this guide are described below.
Symbols Meaning
Note
Highlights information that you need to pay particular attention to and
indicates exceptions and variations to a policy or process.
Padlock
Indicates security measures.
Star
Indicates best practices. Best practices are procedures that Pearson VUE
encourages you to follow. These procedures are intended to help you
provide the best possible services.
Stop Sign
Highlights cautionary information, such as a warning about the effects of a
certain action or a note about a procedure that you must be sure to perform
before doing the procedure described in a section.
OnVUE Policies & Procedures Guide - 2 Version 7.0 Pearson VUE Confidential
About Pearson VUE
Pearson VUE is the global leader in professional computer-based testing. Every two
seconds, one of its exams is delivered somewhere in the world. Exam sponsors choose
Pearson VUE to help develop, manage, deliver, and grow their testing programs.
Pearson VUE serves exam sponsors and candidates in nearly every industry. It helps
candidates achieve measurable progress in their lives through certification, licensure,
admission exams, and exam preparation materials. This helps them further their
professional careers or prepare for higher education.
Pearson VUE Confidential Version 7.0 OnVUE Policies & Procedures Guide - 3
About OnVUE
Pearson VUE offers an online proctored exam delivery called OnVUE. This approach to
Internet Based Testing (IBT) allows candidates to take an exam from their home or office.
In order to test, candidates must first determine if their device and network are suitable
for OnVUE exams. If these pass the OnVUE system test, candidates can schedule an
exam date and time that are convenient for them.
On exam day, candidates log in to their testing account and start their exam session.
(They can check in starting 30 minutes before their appointment time and up until 15
minutes after their appointment time.) Candidates are then provided a unique exam
access code and instructed to download the required software. Next, the OnVUE
application leads them through a series of automated checks that prompt candidates to
do actions like the following:
• Provide their exam access code and a phone number (or select a check box to
indicate that no mobile phone is available for the exam)
• Test their microphone, webcam, and audio
• Capture their headshot
• Capture their photo ID
• Capture photos of their testing room workspace
• Shut down other applications running on the computer
The OnVUE software uses artificial intelligence (AI) to perform ID authentication and face-
to-ID photo comparison during this check-in process. A Pearson VUE test administrator
also checks the workspace images behind the scenes. If this process does not show any
problems to correct, candidates are permitted to begin their exam. The secure browser
starts running before the exam is launched to provide content security.
Test administrator roles and objectives
Test administrators have two roles: greeter and proctor. As a greeter, test administers
review or assist with the candidate check-in process. As a proctor, test administrators
actively monitor exam delivery.
All test administrators are expected to accomplish the following objectives:
• Be courteous and professional.
• Deliver exams in a timely manner.
• Follow the policies and procedures described in this guide. Included are security
procedures such as continuous monitoring of all candidates and other measures to
ensure the integrity of exam delivery.
• Report unusual or suspicious activity.
• Respond with complete, accurate, and timely information during an investigation of

unusual activity.
• Quickly assist candidates who require support during their exam, including situations
where candidates raise their hand during the exam.
Communicating with candidates

Communication between candidates and greeters/proctors should be an efficient and
pleasant experience. Communication with candidates should be limited only to
interactions during the check-in process and exam delivery.
Be aware of what you say to candidates and how you say it. Always be accurate yet
courteous.
General guidelines
Follow these general guidelines when you speak with candidates:
• Always treat candidates with concern, courtesy, and empathy.
• Slowly repeat instructions to candidates so that they are sure of what was instructed.
• Try to use words that any candidate would understand. Reword your instructions if
necessary, and be conscious of words that may have several meanings.
• Never make unfavorable comments about the candidate, exam sponsor, exam, co-
workers, or the company.
• Never comment on a candidate’s exam score (pass or fail).
• Respond to all questions that candidates pose to the best of your ability. (Candidates
may ask questions that you are unable to answer, such as questions that pertain to
exam content.)
• Be careful not to imply an outcome when you address candidate questions. In most
situations, the exam sponsor or call center makes the final decision on how to
answer a candidate. You can help avoid miscommunication by not suggesting an
answer.
Speaking to candidates about technical problems
Follow the OnVUE Troubleshooting Guide when technical problems arise. Do not share
opinions about the problem or the testing system with candidates. Comments like "This
happens all the time," "I've never seen that happen before," or "This is a typical problem
with this test," should not be made to or in front of candidates. Comments like these
reflect Pearson VUE in a bad light.
Phone etiquette
When you contact candidates via VoIP or by calling their mobile phone, remember to be
professional. Always be conscious of your telephone conversations and what candidates
may misinterpret and report back to the exam sponsor. Adhere to the exact script
provided to you while greeting candidates to ensure all client-required steps and
expectations are met.
Chat etiquette
Follow these rules when you communicate via chat:
• Use clear and concise writing when you compose responses.
• Be careful with the formatting and punctuation of your message.
• Do not respond using all-capital letters.
• Check for spelling and grammar errors before you send a message. Remember, the
intent is to send a well-written message which clearly communicates directions that
candidates can easily understand.
• Review the message for accuracy before you send a message.
Cultural and language diversity
Our candidates represent a diverse group of individuals from around the world. As a
result, cultural differences and language barriers might cause a candidate to misinterpret
your instructions or common testing procedures. Thus, it is prudent to consider that
candidates who do not fully understand requirements or processes may not purposely
intend to be disruptive. Cultural sensitivity reflects positively on Pearson VUE and its
employees.
Maintaining security
Pearson VUE is the global leader in the high-stakes testing business. As the leader, it is
committed to providing a secure environment to conduct this business on behalf of its
exam sponsors.
A high level of physical and data security is essential to upholding the reputation of
Pearson VUE. It is also needed to safeguard the testing programs offered by exam
sponsors. This level of security is achieved through the following:
• Secure testing environments
• The latest technology
• Comprehensive policies and procedures
• Well-informed and dedicated test administrators
Every test administrator has a responsibility to help maintain the security of testing programs
and plays a crucial role in doing so. You must become familiar with security policies and
procedures and know how to respond if and when security problems occur. Failure to
protect exam sponsors' content degrades the value of their certifications. It also puts
Pearson VUE at risk of losing the right to deliver their exams.
Please work with us to provide a high level of security when greeting or proctoring by
following the policies and procedures described throughout this guide.
Handling disruptive, threatening, or violent behavior

A candidate's performance on an exam is often directly tied to career aspirations. The
candidate might be under pressure to pass or score well on an exam in order to obtain
or keep a job. Understandably, some candidates might experience anxiety before,
during, or after their exam. In extremely rare instances, this might unfortunately result in
confrontational or possibly violent behavior if something unplanned occurs, such as the
following:
• Technical problems
• Perceived distractions during the exam
• Disagreements over exam delivery procedures
• Poor performance on the exam
If any candidate creates a disturbance or acts in a manner that jeopardizes exam

security, follow the guidelines in Responding to candidate misconduct. If any candidate
becomes threatening or abusive, also follow the guidelines in the Threatening and
Abusive Candidate Policy document available on the OnVUE SharePoint site.
If a candidate engages in any improper behavior, follow the guidelines in Improper
Candidate Behavior during OnVUE Administration Policy document available on the
OnVUE SharePoint site.
Candidate personal information

Pearson VUE collects personal information from candidates in order to provide testing
services to them for their exam sponsors. This information might include candidate
names, demographic information, payment information, identification documents, and
so forth. Collecting this ensures that only properly authorized and identified candidates
are allowed to test. It also helps prevent and detect exam fraud. After candidates register
to take an exam, they cannot "opt-out" of providing this information. Candidates can,
however, choose to opt-out of facial comparison by artificial intelligence if they call the
Pearson VUE contact center.
Although candidates must agree to provide certain private information if they wish to
test, the information still belongs to the candidates. Pearson VUE ensures all care is
taken to protect it from loss, unauthorized access, or alteration. However, some
candidates might still express discomfort or surprise when asked to provide certain
information or when informed that their testing session will be audio/video-recorded.
Reassure the candidate that personal data is properly secured and handled
confidentially at all times by Pearson VUE and the exam sponsor.
This is explained in the policies reviewed by each candidate during the

registration and scheduling process. Additional information (including contact
information if they have further questions) can be provided to candidates by
referring them to the Privacy Policy on the Pearson VUE website at:
http://www.pearsonvue.com/legal/privacy/
Maintaining candidate confidentiality

As a test administrator, you play an important role in maintaining the confidentiality of
candidates' personal information and other confidential data. Be sure to apply the
following guidelines:
• Never share usernames and passwords with other test administrators. They might
not be authorized to access the same data as you. Even if they are, you will be held
responsible for any data breach that takes place using your account.
• Do not read candidates' personal information aloud in the presence of other test
administrators or personnel.
• Do not create copies, capture images, or scan any candidate's personal information
(such as credit cards, forms of identification, etc.) for your personal use. For example,
do not store or file the information for record-keeping purposes or to share with
Pearson VUE teams later. Individuals authorized to access this information will do so
directly through the OnVUE systems.
• Do not include confidential information such as credit card numbers or ID numbers
in the text of ProctorServ sessions or ServiceDirect cases.
• Do not include exam content or any description of exam content in the text of
ProctorServ sessions or ServiceDirect cases. Exam content is defined as questions,
response selections, and any text on exam supplements/handouts/exhibits in whole
or part.
• If a candidate has a complaint about a specific exam question, tell the candidate to
contact the exam sponsor or Pearson VUE after the exam. For more information, see
Candidate questions exam validity or content.
• Never provide candidate information from the Pearson VUE applications to unknown
persons over the phone or by email, even if they claim to be from Pearson VUE. If
anyone has a legitimate need for such information, they will get it from the Pearson
VUE systems and will not need to ask you for it.
• Be alert to potential "social engineering" attempts, where unauthorized persons

might pretend to be someone they are not in order to get confidential information
from you. Never trust an unknown person asking for your password or other
confidential information.
• Report any suspicious behavior or suspected confidentiality breaches by recording

what occurred in ServiceDirect.
• All documents or electronic files that contain candidate information must be handled
securely. Do not leave important documents or printouts lying around where
somebody else might pick them up. Never throw documents containing confidential
data in the trash; always shred such documents first.
Test security and exam fraud

Exam sponsors spend tremendous amounts of money and time in developing content
for their exams. These costs might run in the hundreds of thousands of dollars per exam,
depending on the type of program. When exam content is protected through a secure
testing process, everyone who relies on the exam results can trust their validity and
integrity. This includes candidates, exam sponsors, certifying boards, employers, and
schools. On the other hand, if test security fails, those same stakeholders lose confidence
in the value of the exam. Everyone suffers, including the candidates who worked
honestly to achieve their test results.
Therefore, it is easy to see why maintaining the security of the exam is absolutely
essential in the testing business. Pearson VUE has built a reputation on its commitment
to the highest levels of security.
Types of exam fraud

There are several common types of exam fraud strategies that candidates might attempt
to use. As a test administrator, Pearson VUE recommends that you become familiar with
all of these:
• Using unauthorized materials
• Collusion
• Proxy testing
• Retake violation
• Item theft
• Bribery
Using unauthorized materials
Candidates might attempt to use notes or other unauthorized materials while taking
their exam. This behavior might be as blatant as trying to smuggle in a textbook or study
guide. However, more often the attempt is much more covert and difficult to spot. For
example, a candidate might conceal a cheat sheet inside clothing, shoes, reading glasses,
or even an approved comfort aid. Notes might also be written directly onto a covered
part of the body (such as an arm or leg), inside an item of clothing, or concealed within
some other item (such as a dictionary approved for use by an exam sponsor). These
notes might be written in plain language or they can be disguised as body markings (such
as a tattoo), clothing patterns (on a shirt collar or tie for example), or even seemingly
random markings.
A different strategy involves hiding notes somewhere near or within the testing room
and attempting to access them secretly.
Collusion
Collusion is the practice of obtaining assistance from one or more other people while
taking an exam. For example, a candidate might try to use a cell phone in order to
receive assistance through text messaging. In some rare instances, candidates have even
been caught wearing a concealed microphone, earpiece, and two-way transmitter that
were used to communicate with an accomplice located outside of the room.
Proxy testing
Some candidates might enlist another individual to take the exam on their behalf. This is
known as proxy testing because it involves using a proxy, or substitute, test-taker in place
of the real candidate. The proxy tester might simply be a friend or family member of the
candidate trying to "help out," or they might actually be part of an organized scheme that
pays the proxies for their efforts. A proxy tester might even look similar to the real
candidate or try to fool you by using fake identification.
Alternatively, a candidate might complete the check-in procedures but then try switching
places with an accomplice.
Convictions in proxy testing incidents involving professional licensure and graduate

admission exams have in some instances led to business closures and criminal
sentences. Increasingly, U.S. and international law enforcement agencies are becoming
more active in investigating and prosecuting proxy testing fraud. This has arisen partly
because of the manufacture and use of fake IDs and possible connections with illegal
immigration schemes.
Pearson VUE's primary deterrents to proxy testing are the special security measures
used during the check-in process, which includes its strict identification policy.
For more information on how to handle candidates suspected of proxy testing, see
Responding to candidate misconduct.
Retake violation
Retake violations occur when a candidate is able to take an exam more often than the
exam sponsor's policy permits. Since waiting periods are automatically enforced by the
Pearson VUE Testing System, the main way a candidate might attempt to circumvent the
policy is by registering for the same exam under two or more different identities. As with
proxy testing, this might involve the use of fake or altered identification.
Item theft
The previous strategies are all related to candidates trying to obtain results unfairly.
Another type of exam fraud to actively look out for is item theft. This refers to the
practice of copying or otherwise recording exam questions for later distribution. Most
exam sponsors have a non-disclosure agreement (NDA) or similar agreement in their
exams. This prohibits candidates from copying or recording exam items or even
discussing them with others. The policies provided during the registration and
scheduling process also includes similar prohibitions.
While some candidates do not consider copying or "sharing" exam items to be a serious
matter, it is actually a very serious form of intellectual property theft and often illegal.
The exam questions and answers are copyrighted trade secrets belonging to the exam
sponsor. Unauthorized copying, sharing, or distribution of exam items occurs primarily
for the purpose of helping people obtain an unfair result on the exam. This reduces the
reliability and validity of the exam as an instrument for measuring and assuring
competency. Consequently, the more this occurs the more the credibility of an exam
sponsor's testing program is compromised.
Some might steal exam items in order to improve their own score on a subsequent
attempt or to help a friend who is taking the exam on a later date. Other individuals or
organizations might encourage candidates to memorize a certain number of questions
and divulge them after taking the exam. In some instances, individuals working for "test
preparation" companies take exams explicitly for the purpose of helping the company
gain exposure to as many exam items as possible.
Two chief methods are used to capture exam items. The first involves copying and
removing them in written form, for example on a piece of paper, inside clothing or on
some covered part of the body. The second method involves the use of concealed
recording devices or transmitters. Recorders, transmitters, microphones, cameras, and
scanners are becoming smaller, more sophisticated, and less expensive. They are,
therefore, easier for candidates to try to smuggle for use during an exam.
Bribery
Finally, another strategy candidates might use along with any of the above is attempting
to bribe or otherwise persuade a test administrator to provide assistance or to permit
some kind of unfair advantage. For example, a candidate might offer the test
administrator money in exchange for skipping the proper identification procedures or
allowing them to have a friend or study notes in the testing room with them.
The integrity of the exam delivery process depends on each test administer's
commitment, integrity, and vigilance. If you become aware of any candidate
attempting to entice you or another test administrator into unethical
behavior, contact your supervisor or manager.
Minimizing exam fraud and maintaining a secure test

environment
Now that you are familiar with the different types of exam fraud, it is easy to understand
why paying close attention to candidate behavior is the single most important factor in
minimizing it. The following are some guidelines that will help you to maintain a secure
testing environment.
• Follow documented procedures and instructions at all times. Many of these

procedures have been refined from years of experience in test delivery. When
followed, they prevent the vast majority of attempted exam fraud. If "shortcuts" are
taken, these often increase exposure to potential security threats.
• Do not discuss exam content with candidates or with other personnel at any point.
Remind candidates that they are prohibited from talking about an exam's content
with others.
Guidelines for the check-in process
Use the following guidelines while checking candidates in for their exams to maintain a
secure testing environment:
• Be familiar with the exam sponsor's retake policies. Some instances of attempted
retake violations have been thwarted by vigilant test administrators who remember
checking-in the same person previously under a different name.
• Pay particular attention to identification requirements. Every candidate must present

a proper form of ID. Thoroughly check identification to ensure that all details match
the candidate, as required by exam sponsor policy.
• Never perform the identification check in a perfunctory manner. Instead, carefully
examine the photograph and other details to ensure you are confident that the
candidate really is the person pictured on the identification. Because you are not
able to examine the physical ID, it is important to look closely and use your best
judgment.
• Be on the alert for identification that looks fake, altered, or in any way suspicious.
• Pay close attention while inspecting the candidate or the candidate's check-in photos.
For example, if the candidate has a prohibited item, ask the candidate to remove it.
• Candidates must be clothed in order to test. Be on the lookout for unusual or

suspicious items attached to or concealed in clothing.
• Candidates are not permitted to use personal belongings during the exam unless it is
a comfort aid item, approved resource, or accommodation. For more information,
see Rules about personal belongings.
o Phones and other prohibited items should be placed where the candidate cannot
directly see the item or reach for it while sitting in front of their computer.
o Ensure all items permitted during the exam are properly inspected. Candidates
could use items as a way of hiding notes or as a way of delivering information
about the exam to someone else.
• No other people are allowed in the same room with the candidate during the exam
session. Do not allow candidates to speak with others who are in the testing room
when taking their exam. If you see candidates talking with someone (other than to
tell the person to leave because they are taking an exam), this is considered
candidate misconduct. Warn candidates that this is not allowed, and follow the
process outlined in Responding to candidate misconduct if the behavior is repeated.
• Never allow a candidate to use study guides, reference materials, calculators, or

dictionaries unless the exam sponsor specifically allows this. If a candidate asks to
use such items during the exam without exam sponsor permission, direct them to
put the item(s) away. If they refuse, tell the candidate that the exam sponsor will be
informed of the incident.
Guidelines for proctoring
Pearson VUE has two options for OnVUE testing: Live Proctored and SmartReview. Use
the following guidelines while delivering Live Proctored exams in real time. Also, follow
them when reviewing videos for exam sponsors who instead choose SmartReview after
an exam is delivered.
• Never leave your computer workstation unattended when live testing is in progress.
Candidates should be monitored continuously throughout their exams with the
audio on.
• Remain focused on monitoring the actions of candidates at all times during the exam
using the video monitor. Follow current operational processes when leaving for a
break or ending your shift.
• Listen for signs of possible communication in the room. Turn the volume up on the
audio feed sufficiently to hear any communication (including non-verbal
communication) that might take place.
• Watch all candidates closely, and be alert to potentially suspicious behavior and
possible signs of exam fraud. Such behavior might be difficult to detect but include
actions such as repetitive adjustments to clothing, excessive leaning or stretching, or
apparent efforts to hide something from view of the proctor and webcam. For more
examples, see Types of exam fraud.
• Use the guidelines in Responding to candidate misconduct if one of the following

occurs:
o You observe candidates talking to or otherwise communicating with another

person (other than to tell the person to leave because they are taking an exam).
Warn candidates that this is not allowed.
o You observe candidates violating any other testing policy established by Pearson
VUE or the exam sponsor.
o You suspect exam fraud of any kind to be taking place.
• Also, listen for candidates reading exam questions out loud to themselves. If this
occurs, warn the candidate to stop. If the candidate continues, end the exam, and
create a detailed case in ServiceDirect. For more information, see Case types.
• Artificial intelligence will indicate with a visual warning to the proctor when no face is
in the webcam view, multiple faces are in the view, or a different face is in the view.
A session event will also be automatically recorded by the system. Confirm the
warning is accurate, and create a ServiceDirect case. For more information, see Case
types.
Candidate misconduct
Candidates taking exams have certain responsibilities. Unless an exam sponsor states
otherwise, they must answer the exam questions without the help of reference materials
or of other people. Candidates are forbidden from writing or otherwise recording
questions and removing them after their exam. Items used to assist a candidate in taking
the exam or in removing questions are referred to as "forbidden items," and using them
is considered cheating. For more information on which items candidates are allowed to
use during exams, see Rules about personal belongings.
Candidates who conduct themselves in a manner that might jeopardize the security of an
exam must immediately be reported through a ServiceDirect case. The exam sponsor will
determine the action to be taken against the candidate, up to and including removal
from the certification program. The case must contain the candidate's exam access code,
a detailed description of the act of misconduct (including the actions the test
administrator took), and the resolution. For more information, see Case types.
For example, no other people are allowed in the same room as the candidate during the
exam session. If another person walks into the testing room, the candidate is allowed to
tell the person to leave because they are taking an exam. However, if the candidate and
person begin discussing something else, this is considered candidate misconduct. Warn
the candidate that this is not allowed, and follow the guidelines in Responding to
candidate misconduct if the behavior is repeated.
Types of misconduct
The following table lists candidate behaviors that are considered misconduct and are not
permitted. Use this table to help guide your response to a candidate while following the
WIN process. For more information about the WIN process, see Responding to candidate
misconduct. If you think a candidate's exam session should be revoked for a behavior
that is not listed, ask your supervisor, team lead, or Level 1 support for direction.
Candidate behavior Issue first Issue second Issue final

warning, (if warning and warning and
applicable) notify revoke the
inspect the coworker of exam session
item, and repeated
create a behavior
session event
Candidate accessed or attempted NA NA X

to use unauthorized item without
prior approval
Proxy test attempt NA NA X
Candidate attempted to bribe NA NA X

greeter/proctor
Candidate behavior Issue first Issue second Issue final
warning, (if warning and warning and
applicable) notify revoke the
inspect the coworker of exam session
item, and repeated
create a behavior
session event
Candidate attempted NA NA X
to capture exam content
Candidate leaned offscreen X X X
Candidate exited testing space NA NA X
Candidate read exam content X NA X

out loud
3rd party in room X NA X

Note: Candidates are allowed to
tell the person to leave.
Candidate suspected of X NA X
interacting with hidden 3rd party
or cell phone
Candidate suspected of using NA NA X

hidden camera
Candidate refused to comply with NA NA X

request
Candidate is wearing a watch X NA X
Responding to candidate misconduct

The proctor's primary responsibility is always to maintain a positive and distraction-free
testing environment. From time to time, this will involve responding to unacceptable
candidate conduct. Proctors should remain vigilant and respond promptly and
professionally to any observed or suspected irregularities.
To maintain the proper testing atmosphere, try to deal with the situation effectively while
avoiding unnecessary confrontation with candidates. It is always important to try to
remain as calm as possible so proper procedures can be followed. Follow the three-step
Witness-Intervene-Notify (WIN) process, described in detail below.
1. Have a coworker (supervisor, team lead, or Level 1 support) WITNESS the candidate's
behavior if you are unsure whether to intervene.
2. INTERVENE to deal with the situation, and create a session event.
3. NOTIFY the appropriate personnel by creating a ServiceDirect case, and revoke the exam
session.
It is not your responsibility to make decisions or judgments about the

legitimacy or severity of any individual's conduct. Pearson VUE and the exam
sponsor will make the final determination in this respect.
If you suspect a candidate of proxy testing, make sure a photo of the candidate and
the candidate's photo identification is captured during the check-in process. After the
photos have been taken and saved in the system, do not inform the candidate of your
suspicions. Tell the candidate there is a problem with the identification, and revoke the
exam session. Make sure to create a case and indicate that you suspect the candidate of
being a proxy tester. For more information on proxy testing, see Proxy testing and Case
types.
Witness
If you suspect that misconduct occurred but are unsure whether to intervene, ask your
supervisor, team lead, or Level 1 support for direction whenever possible. This other
person must remain on hand through the remainder of the process. Doing so helps to
ensure that proper process is followed and establishes a credible record of what took
place.
In such situations, responding to a candidate misconduct situation always takes

precedence over other tasks such as checking in a candidate.
Intervene
Call the candidate, describe what you observed, and explain which testing policy was
violated. Do not directly accuse the candidate of misconduct or make judgmental
statements about their behavior. It is important that the candidate is properly informed
of the observed behavior and given an opportunity to cooperate from this point forward.
When speaking to a candidate who has broken a rule, here are a few pointers to help
calm a stressful situation:
• Don't use the word(s) "cheating" or "misconduct," but instead say "policy violation."
Candidates might become defensive and complain if a proctor suggests they were
cheating when they accessed a cell phone, for example.
• Never mention to candidates what will or will not likely happen to the scores in
situations of policy violation. Do not use phrases such as "everything will be okay" or
"your scores won't be invalidated." Inform the candidate that Pearson VUE will be
notified along with the exam sponsor, and they will come to a decision on how to
proceed.
• Always be kind, pleasant, and understanding.
• Never gossip or talk about past candidates' violation of policy.
If any unauthorized materials or prohibited items were involved, attempt to capture the
item on video for evidence. For example, if the candidate was observed using concealed
study notes, describe the policy on prohibited items. Then, politely (but firmly) ask the
candidate to show them to you through the webcam. You might need to remind the
candidate that they were videotaped. However, while it is important to try to capture the
prohibited material on video, this should never be done through force.
Inform the candidate that Pearson VUE and the exam sponsor will be notified of the
occurrence, and create a session event.
Notify
After you gather more information and discuss the policy violation, revoke the exam
session. Candidates suspected of misconduct are not permitted to continue their exams.
Do not speculate or enter into any discussion as to what the repercussions might be for
the candidate. If the candidate has any questions, advise the candidate to contact the
Pearson VUE call center. Do not advise the candidate to contact the exam sponsor
directly unless that exam sponsor's policies instruct you to do so. Immediately
afterwards, notify the appropriate personnel of the policy violation by creating a detailed
case. For more information, see Creating cases in ServiceDirect.
Creating cases in ServiceDirect
It is essential to create a case as soon as possible following any disturbances that affect
exam performance or any situations involving candidate misconduct. Doing so will
ensure that the escalation process to the exam sponsor begins promptly. Channel
Security will review the cases and might ask follow-up questions.
At times, Channel Security might require a formal, signed statement from you
during the follow-up investigation or candidate appeals process. In these
situations, Channel Security will notify you and will work with you to prepare a
written statement from the information included in the case. The statement
must be printed on company letterhead, signed by each test administrator
present during the incident and subsequent intervention, and then sent to
Channel Security.
Case details
Always include the following information in a ServiceDirect case:
• Candidate's exam access code
• Description of the candidate's behavior, including the sequence of events that were
observed
• Location or situation of the candidate when they were confronted
• Description of the candidate's reaction and any discussion between the candidate
and the test administrator
• Description of any prohibited materials the candidate used, if applicable, and

whether or not these were clearly recorded in the video
• Comments made by both the test administrator and the candidate
• Any other relevant information concerning the occurrence
Case types
The following table lists common problems you might encounter as a test administrator, the ServiceDirect case types that should be created
for them, and additional notes on what to include within the specific cases. If a problem is not included in the table, use your best judgement
to create an appropriate case and document the situation.
OnVUE problem ServiceDirect case Case details
Check-in problem
Candidate is a minor Admissions/Check-in • In the Access code field, enter the exam access code.
Problem with candidate ID • In the When did the issue occur field, select During greet.
Unacceptable form of identification • In The candidate was allowed to test field, select No.
provided
Headshot is missing or waived for Admissions/Check-in • Include the candidate's exam access code.
religious reasons Admissions data waivers • Describe why the headshot is missing or why the candidate requested a waiver.
Photo • Describe the process you followed.
ID is altered Admissions/Check-in • In the Access code field, enter the exam access code.
Altered identification • In The candidate was allowed to test field, select No.
ID is expired Admissions/Check-in • In the Access code field, enter the exam access code.
Expired • In The candidate was allowed to test field, select No.
ID is in a local language you cannot Admissions/Check-in • In the Access code field, enter the exam access code.
understand Problem with candidate ID • In the When did the issue occur field, select During greet.
Not in an acceptable language • In The candidate was allowed to test field, select Yes.
ID is unacceptable (such as from a Admissions/Check-in • In the Access code field, enter the exam access code.
sanctioned country) Problem with candidate ID • In the When did the issue occur field, select During greet.
Unacceptable form of identification • In The candidate was allowed to test field, select No.
provided
ID has a name discrepancy Admissions/Check-in • In the Candidate name as it appears on ID field, enter the name of the candidate
presented on the identification.
Problem with candidate ID
• In the Acceptable name change document provided field, select No.
Name discrepancy
• In the Access code field, enter the exam access code.
• In the When did the issue occur field, select During greet.
• In The candidate was allowed to test field, select No.
ID photo does not match the candidate Admissions/Check-in • In the Access code field, enter the exam access code.
(proxy testing not suspected) Problem with candidate ID • In the When did the issue occur field, select During greet.
Photo does not match • In The candidate was allowed to test field, select No.
Testing room cannot be scanned Exam delivery • In the Access code field, enter the exam access code.
Problem with testing environment • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
session, select Abandoned instead.)
Testing room does not meet the Exam delivery • In the Access code field, enter the exam access code.
requirements Problem with testing environment • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
General problem
Accommodation is unacceptable Accommodation • In the Access code field, enter the exam access code.
Problem or complaint with approved • In The issue was resolved field, select Yes or No.
testing accommodations • In the All accommodations were provided field, select Yes or No.
• In The candidate was allowed to test field, select Yes or No.
• In The candidate made a complaint field, select Yes or No.
• Describe the problem with the accommodation and whether the candidate chose to
continue testing.
Candidate attempts to bribe you Exam delivery • In the Access code field, enter the exam access code.
Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
Candidate refused to follow procedures
• In the When did the issue occur field, select During greet or During exam.
Candidate refuses to put away personal Exam delivery • In the Access code field, enter the exam access code.
belongings Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
Candidate accessed or attempted to
use unauthorized item • In the When did the issue occur field, select During greet or During exam.
Candidate requests to reschedule or Registration/Appointment issue • Include the candidate's exam access code.
cancel the exam (Select Family emergency, Medical • Describe whether the request occurred while you were greeting or proctoring.
emergency, or Weather emergency)
Testing room includes another person Exam delivery • In the Access code field, enter the exam access code.
or voice Candidate error or misconduct • In the Session revoked or abandoned field, select Not applicable if the other person
leaves. (If the other person stays or the candidate continues talking, select Revoked
3rd-party in room
instead.)
You suspect the candidate is a proxy Exam delivery • In the Access code field, enter the exam access code.
tester Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
Proxy test attempt
Proctoring problem
Candidate complains about exam Exam delivery • In the Access code field, enter the exam access code.
distractions Problem with testing environment • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
• In the When did the issue occur field, select During exam.
Candidate continues to read exam Exam delivery • In the Access code field, enter the exam access code.
questions aloud after being asked to Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
stop session, select Abandoned instead.)
Candidate speaking aloud
Candidate ends exam early or does not Exam delivery • In the Access code field, enter the exam access code.
return from a break Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
Candidate left webcam view
Candidate has suspicious eye or head Exam delivery • In the Access code field, enter the exam access code.
movement (indicating they might be Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
looking at a hidden person or cell session, select Abandoned instead.)
Candidate looking offscreen
phone), and the candidate has already
received a warning
• Describe whether you spoke with an on-call supervisor.
Candidate left the room during the Exam delivery • In the Access code field, enter the exam access code.
exam Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
Candidate left camera view
Candidate questions exam validity or Exam delivery • In the Issue with content field, select Content issue.
content Candidate complaint about exam • In the Access code field, enter the exam access code.
content • In the Session revoked or abandoned field, select Revoked if the candidate did not
continue testing. (If the candidate left the session, select Abandoned instead. If the
candidate continued testing, select Not applicable instead.)
• In The candidate was allowed to test field, select Yes.
You suspect candidate misconduct Exam delivery • In the Access code field, enter the exam access code.
involving the candidate's tattoo Candidate error or misconduct • In the Session revoked or abandoned field, select Revoked. (If the candidate left the
session, select Abandoned instead. If the problem was resolved, select Not applicable
Other
instead.)
(List misconduct in case description.)
Technical problem
Candidate cannot launch the Exam delivery • In the Access code field, enter the exam access code.
application Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
Couldn't launch exam • In the Did candidate pass the system test field, select Yes, No, or Unknown.
• In the When did the issue occur field, select Pre-greet, During greet, or During exam.
• In the Session revoked or abandoned field, select Revoked if the technical problem
was not resolved. (If the candidate left the session, select Abandoned instead. If the
candidate resolved the problem, select Not applicable instead.)
• In the Troubleshooting attempted field, select Yes or No. (If yes, in the Was
troubleshooting successful field, select Yes or No.)
• In the Rescheduled and/or voucher provided field, select Yes or No.
• Describe any error messages and whether the candidate was notified of the technical
problem policies.
Candidate cannot see the Begin exam Exam delivery • In the Access code field, enter the exam access code.
button Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
No "begin exam" button • In the Did candidate pass the system test field, select Unknown.
• In the When did the issue occur field, select Pre-greet.
• In the Session revoked or abandoned field, select Not applicable.
problem policies.
Candidate cannot see the Relaunch Exam delivery • In the Access code field, enter the exam access code.
button Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
Couldn't launch exam • In the Did candidate pass the system test field, select Yes.
was not resolved.
problem policies.
Candidate does not have computer Exam delivery • In the Access code field, enter the exam access code.
admin rights to connect the video Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
stream (or the changes do not restore
No video feed • In the Did candidate pass the system test field, select Yes.
the video feed)
• In the Session revoked or abandoned field, select Revoked if the session was ended.
problem policies.
Candidate has applications running in Exam delivery • In the Access code field, enter the exam access code.
the background (so a secure browser Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
issue occurs)
Secure browser problem • In the Did candidate pass the system test field, select Yes.
problem policies.
Candidate has a device problem (such Exam delivery • In the Access code field, enter the exam access code.
as with a microphone, web cam, Problem with Pearson VUE application • In the Operating system field, enter Windows or Mac.
computer, or connectivity)
Other technical issue • In the Did candidate pass the system test field, select No.
(List problem in case description) • In the When did the issue occur field, select During greet or During exam.
problem policies. Include the time you noticed the problem start.
Candidate has multiple technical Exam delivery • In the OnVUE problem type(s) field, add the option(s) that apply.
problems (such as video, secure Problem with Pearson VUE application • In the Access code field, enter the exam access code.
browser, and exam freeze) and cannot
• In the Operating system field, enter Windows or Mac.
test
• In the Did candidate pass the system test field, select Yes, No, or Unknown.
• In the When did the issue occur field, select Pre-greet, During greet, or During exam.
was not resolved. (If the candidate left the session, select Abandoned instead. If the
candidate resolved the problem, select Not applicable instead.)
problem policies. Include the time you noticed the problem start.
The check-in process
At the scheduled appointment time, candidates are asked to provide their photo as well
as photos of their ID and testing environment. Artificial Intelligence (AI) then allows
candidates to check themselves in for their exams if their identification passes all AI
requirements and their environment is clear of prohibited items. You must manually
check candidates in if an exam sponsor does not ask for these photos automatically,
there is a problem with the photos provided, or an exam sponsor requires a 360-degree
work area scan. If a candidate's exam must be rescheduled for any reason, follow the
rescheduling script accessed through the embedded link on your screen.
Each exam sponsor has different requirements for manually checking in its candidates.
This is why you must carefully read the check-in checklist for a candidate as it is
presented. The following check-in steps include what might be presented in an exam
sponsor's checklist (each section is not in every checklist):
1. Check for approved resources and accommodations.
Any approved resources or accommodations for a candidate will be listed in the

Approved Resources section of the checklist, as shown in the following image:
Review the details provided in the Approved Resources section so that you know what
specific items the candidate requires to complete the exam. Be sure to create a session
event documenting your review.
If the candidate has an accommodation, also check ServiceDirect for any additional
details listed in an accommodations case. You are not required to inspect
accommodation items unless:
• An inspection is listed as a requirement in the Approved Resources section.
• You cannot see the item in the environment photos.
If candidates say they have approved accommodations not listed in the checklist or in
ServiceDirect, they must choose whether to continue testing without the unlisted
accommodations. If candidates choose to continue testing, create a case documenting
the decision. For more information, see Case types. If candidates choose not to continue
testing without the unlisted accommodations, explain that they must contact the
accommodations team through the call center. Revoke the current exam session, and
create a case for documentation. For more information, see Case types.
2. Check the candidate's headshot.
If the checklist instructs you to review the photo of the candidate, check it for the
following things:
• Webcam quality: Confirm the webcam feed shows a bright and well-lit room. The
camera should be directly in front of the candidate to give you a clear view of the
candidate's face and upper body. Candidates must be clothed in order to test.
• Room lighting: Confirm that the image of the candidate's headshot is clear and well
lit. The headshot should be close to the level of quality as the picture shown below.
If the image of the candidate's ID is blurry or unacceptable, click the Enable Retakes
button to allow them to retake the photo.
If candidates are seated in front of a window, ask that the curtains or

blinds of this window be closed to avoid a silhouette effect. Candidates
are not required to cover any other windows even if they are on the
ground floor of a building.
Do not move forward if you cannot see the candidate clearly in the video.
3. Check the candidate's ID.
For a list of acceptable identification (ID), see Acceptable forms of ID. If the image of the
candidate's ID is blurry or unacceptable, click the Enable Retakes button to allow them
to retake the photo. Candidates are permitted to use their phone at this time if they used
their webcam to take the first photo.
Any exceptions to the standard ID policy are noted in the exam sponsor's
check-in checklist.
The image of the candidate's government-issued photo ID must:
• Be a government-issued ID
• Have a clearly visible photo that matches the candidate sitting in front of you
• Be legible and match the name of the candidate on www.service.proctorcam.com
• Be valid (not expired)
Go through all proper steps to ensure the ID is valid. IDs with no visible
expiration dates are considered valid.
Directions with regard to cultural name variation:
If a candidate presents an ID that you believe contains a cultural name variation, follow
the cultural name variation script accessed through the embedded link on your screen.
Directions with regard to minors:
If the candidate holds up a student ID and/or is not 18 years of age, ask for the
candidate's guardian to provide their government-issued identification. Follow the minor
candidates script accessed through the embedded link on your screen.
Do not move forward if the candidate does not have a matching ID, and be sure to
create a case. For more information, see Case types.
4. Check the candidate's testing environment for any prohibited items.
If the checklist instructs you to check the candidate's testing environment, it will usually
tell you to use one or both of the following methods:
• Review environment photos: If the checklist instructs you to review the

environment photos, look for multiple computer monitors and other prohibited
items within arm's reach. If there is a problem with the testing environment, call and
ask the candidate to correct it.
• Perform 360-degree work area scan: If the checklist instructs you to perform a 360-
degree work area scan, do the following:
o Ask the candidate to take a step back and turn in a circle slowly, using the
webcam to show you a view of the work area. The candidate's computer setup
must be able to rotate 360 degrees.
o Look for multiple computer monitors and other prohibited items within arm's
reach. If there is a problem with the testing environment, ask the candidate to
correct it.
o If specifically required by the client, ask the candidate to hold both wrists up to
the webcam so that you can check if the candidate is wearing anything on them.
Only a medical ID bracelet is permitted during a 360-degree work area scan. If
the candidate is wearing any other item, ask the candidate to place it out of arm's
reach. Instruct the candidate to show you with the webcam where the item was
placed.
The following policies apply to either method of checking the candidate's testing
environment:
• If the candidate has multiple computer monitors, the candidate must unplug the
second monitor's power cord or turn the monitor around. If you see that the second
monitor is still plugged in and facing forward, ask the candidate to unplug the second
monitor or turn it around. (Candidates do not need to unplug any cords connecting
the second monitor to the first monitor, such as an HDMI cord.)
• If the candidate has a television, ensure that it is turned off. Televisions are allowed
in the testing room if they remain off. You do not need to check that televisions are
unplugged. The only time a candidate is permitted to use a television is when it is the
single monitor for a computer setup.
• If the candidate has other prohibited items, ask the candidate to place the items out
of arm's reach. Then, ask the candidate to use the webcam to show you where the
items were placed. For more information on what items are prohibited, see Personal
belongings that must be stored and Permitted personal items.
• Visually inspect religious, cultural, and medical apparel, and allow the candidate to
continue testing. Do not force the candidate to remove these items. For more
information, see Religious, cultural, and medical apparel.
• Comfort aid items are allowed following visual inspection. For more information, see
Comfort aids.
Do not move forward if the candidate does not have a clean work area or multiple
computer monitors are not addressed. Candidates are permitted to cover items in
front of them that are difficult to move with a blanket or other covering. They do not
need to cover items that are difficult to move behind them or beside them.
5. Inspect the candidate's eyeglasses (if applicable).
If the checklist instructs you to inspect a candidate's eyeglasses, ask the candidate to
hold the eyeglasses up to the webcam. Have the candidate show you both the front and
back of the eyeglasses. Then, ask the candidate to show you the top and bottom of the
eyeglasses. When the candidate holds up the glasses, visually inspect them to make sure
that they are not a prohibited electronic device, such as Google Glass, camera glasses, or
spy glasses. Such devices might be used for exam item theft.
The following attributes might indicate that the eyewear is an electronic device with
recording capabilities:
• Small screen in upper corner of the frame (Google Glass)
• Thick arms or a wide bridge between lenses
• Buttons or switches
• LED indicator lights
• Holes or circles on the frame or bridge
• Small cameras disguised as screws
Do not move forward if the candidate does not comply, and create a case if you
find Google Glass. For more information, see Case types.
6. Release the exam.
• Be courteous and remind the candidate to click the phone icon to alert a proctor that
they require assistance.
• If the candidate used a phone to check in, remind the candidate to set their phone
out of arm's reach. Be sure to note the location of the phone in a session event.
• If the exam does not launch, consult the troubleshooting guide or ask for Level 1 or
Level 2 technical support as needed.
Acceptable forms of ID
Due to COVID-19 (coronavirus), many candidates in Brazil are unable to renew

their identification (ID) while offices are closed. Thus, expired IDs are
temporarily acceptable for candidates testing in Brazil. Candidates testing
in all other countries must present valid (unexpired) IDs.
Candidates testing in Brazil are not required to present renewal paperwork

with an expired ID. However, they must still present identification that meets
all other ID requirements listed in Table 1 and Table 2.
If a candidate testing in Brazil presents an expired ID that meets all other

identification requirements, do not revoke the exam session. Simply create a
case explaining that the expired ID was allowed due to the COVID-19
temporary ID policy. When you create the case, select these options:
Admissions/Check-in
Problem with candidate ID
Expired
Pearson VUE Acceptable ID Guidelines for OnVUE
This section provides information on the Pearson VUE standard identification (ID) policy.
Greeters must follow these policies when checking in candidates who are taking OnVUE
exams. There are two tables to reference in this section:
Table 1: Pearson VUE Global ID Policy
The first table contains the standard ID policy that all exam sponsors follow for OnVUE
exams. Any exceptions to this standard ID policy are noted in the exam sponsor's check-
in checklist.
Table 2: Additional Information about the ID Policy
The second table includes clarification on the following topics:
• Local-language (non-Roman or non-English) IDs and rules for accepting them
• Expired or damaged IDs
• IDs that are unacceptable, such as those issued from sanctioned countries
TABLE 1: Pearson VUE Global ID Policy for OnVUE
General ID requirements for the Pearson VUE Global ID Policy:

• All IDs must be original (not a photocopy or digital ID), valid (unexpired), and government issued.
IDs are valid (unexpired) if they do not contain an expiration date that has passed. If there is no expiration
date on an ID, it is valid.
• All IDs must include the candidate's name and recent, recognizable photo. A visible signature is not required.
• All IDs must have a first and last name that matches the first and last name the candidate used to register
(the name on the ProctorServ system). For more information, see Name-matching guidelines.
Policy 8 (OnVUE): Primary ID required
• International travel passport
• Driver's license
Note: For an exception when presented with a Texas driver's license with two expiration dates, see
"Additional Information on Expired Identification".
• Non-U.S. military ID (includes spouse and dependents)
• Identification card (national/state/province ID card)
• Alien registration card (green card/permanent resident/visa)
• Government-issued local language ID (not in Roman characters): accepted only if issued from the country in
which the candidate is testing
Exceptions (Additional Allowances):
• European Union candidates testing in the EU Zone: EU card.
• Japanese candidates testing in Japan (two IDs): Employee or student ID with a recent, recognizable photo and
Japanese health card.
• Candidates with pre-approved ID exceptions: See the candidate's ServiceDirect case for unique allowances.
TABLE 2: Additional Information about the ID Policy
About Local Language Identification
Primary identification in the local language (non-Roman or non-English) is an acceptable form of candidate
identification for some exam sponsors for those candidates testing in the country where the identification was
originally issued.
Must be an unexpired, government-issued ID with photo.
The candidate's identification card might be in the local language only or it might be in both Roman characters
and in the local language. A local language ID can only be used in the country where the identification was
originally issued and the exam is being administered.
Examples of (but not limited to):
• South Korea (Driver's license/Resident card/Citizen card)
• Hong Kong SAR ID
• China (National ID, Military ID and Driver's license)
• India (Driver's license, Voter's ID card, PAN Card)
• Malaysia Driver's license
Rules for Accepting Local Language Identification (non-Roman, non-English)
To accept a local language ID the following must apply:

Local language ID should be valid (not expired), government issued, and contain the candidate's photograph.
If the greeter cannot read the local language characters, they must create a case and allow the candidate to test.
For more information, see Case types.
Additional Information on Expired Identification
Any expired form of ID is unacceptable. If the ID presented at check-in is expired, allow the candidate five minutes
to find and present a different, valid form of identification in order to test. If the candidate exceeds this five-
minute period, abandon the candidate's testing session, and create a case. For more information, see Case types.
However, an expired ID can be accepted if it is accompanied by renewal paperwork that has been pre-approved
by the Pearson VUE Customer Service Center before the candidate is checked in for an exam. After approving the
ID with renewal paperwork, Pearson VUE emails the candidate a case number to supply the greeter during check-
in.
If a candidate asks for information on submitting renewal paperwork for prior approval, provide the candidate
with the call center number for their region.
Note on grace periods: Pearson VUE does not recognize grace periods. For example, if a candidate's driver's
license expired yesterday and the state allows a 30-day grace period for renewing the ID, you must consider the
ID to be expired.
Note on Texas driver's licenses: If someone in Texas is in the United States on a visa, the date the visa expires is
placed on the Texas driver's license in red. The date the visa expires might be different than the date the license
expires. If the candidate presents a driver's license from the state of Texas and the visa is expired, as indicated in
red on the license, the license is considered expired, and the candidate should not be permitted to test using the
ID.
Unacceptable Forms of Candidate Identification
• Expired IDs without pre-approved renewal paperwork (For more information, see Additional Information on
Expired Identification in this table.)
• IDs with signification damage
This includes but is not limited to the following types of damage:

o Unofficial markings
o Unofficial hole punches (See the following note about official hole punches.)
o Water damage
o Significant tears (See the following note about official corner clippings.)
o Missing or torn out pages
Note: Some expired IDs have official hole punches or corner clippings. These IDs are acceptable if they are
accompanied by renewal paperwork. For more information, see Additional Information on Expired
Identification in this table.
Normal wear and tear on IDs is acceptable and not considered significant damage. For example, normal wear
includes a bend of a passport due to extensive opening and closing.
• International driver's licenses that are not issued by a government (These are not accepted because many
organizations offer fake licenses over the Internet.)
• Naturalization papers
• IDs from countries subject to U.S. sanctions (Sanctioned Countries)
Pearson VUE can provide OnVUE test delivery services to candidates from around the world, except
for residents of Cuba, Iran, North Korea, Sudan, Syria, and the Crimea and Donbas regions of Ukraine.
The Pearson VUE legal department regularly reviews these procedures. If changes are necessary, an updated
version will be distributed through an update to this guide. If the candidate presents primary or secondary
identification from a U.S. sanctioned country, the candidate will be required to provide instead an acceptable
ID from a non-sanctioned country.
• Restricted IDs
By law, certain IDs are not permitted to be photocopied, digitized, or captured on camera. Because OnVUE
requires IDs to be shown in a photo or on camera, Pearson VUE is unable to accept restricted IDs as
identification for OnVUE testing. This includes but is not limited to the following types of IDs:
o Geneva Convention ID card
o Ontario health insurance card
o U.S. House of Representatives ID
o U.S. military ID
o U.S. Senate ID
Procedure for handling IDs from sanctioned countries

Pearson VUE can provide OnVUE test delivery services to candidates from around the
world, except for residents of Cuba, Iran, North Korea, Sudan, Syria, and the Crimea and
Donbas regions of Ukraine. For more information, see the "Unacceptable forms of
candidate identification" table earlier in this guide.
Follow the steps below if a candidate presents a primary or secondary ID from a

sanctioned country:
1. Explain to the candidate that the identification was issued in a country that is under
sanctions and that you cannot continue the check-in process without seeing an
additional government-issued ID from a non-sanctioned country.
This additional ID must meet the requirements described in the Acceptable forms of ID
section earlier in this guide.
2. Based on whether the candidate is able to provide another acceptable ID, continue with
the check-in process or revoke the candidate's exam session.
• If checking-in the candidate, complete the check-in process and create a case for
documentation purposes. For more information, see Case types.
• If revoking the exam, advise the candidate that they need to provide Pearson VUE
with such an ID before they can test in the future.
3. If the candidate has questions, advise them to contact Pearson VUE directly through one
of the following methods:
• U.S./Canada toll free: 1-800-359-7755 ext. 3918
• International: +1-952-681-3918
• Email: pearsonvuecontracts@pearson.com
4. Create a case immediately afterward.
Known ID discrepancies
Pearson VUE has a defined policy on how to handle candidates with known ID
discrepancies. This policy only applies when a candidate or exam sponsor provides
advanced notification that a candidate's current appearance does not match the
candidate's current ID. Some exam sponsors might choose to put this policy in place. If
so, policy details are in the exam sponsor's documentation. Always check the
documentation for policies on known ID discrepancies.
Name-matching guidelines
The greeter must check that the candidate's name on the ID matches the candidate's name in the ProctorServ system. The rules below
provide guidelines as to whether or not names are considered to match. Greeters must use the following standard name-matching guidelines.
Type of discrepancy Name on registration or ID Names that match Names that do not match
Typos, truncations, or special characters
1 There is a single-letter or two-letter difference due to a typo. Alexander Johnson Alexander Johmson Alixonder Johmson
These differences could be due to the wrong letters, transposed Alixander Johmson Alixonder Johnsons
letters, extra letters, or missing letters. If there is a total Alixonder Johnson Alexande Johmsons
difference of three or more letters between the names on the
Alexandre Johnson Alexandre Johmson
registration and ID, the names do not match.
Alixander Johnsons
Also, the single-letter difference rule does not apply if the initial
on an ID and an initial in the system do not match. For more Alexande Johnson
information, see the rows for initials and abbreviations. Alexande Johnso
2 A long name is truncated (shortened) to fit into the name field. Ranjith Venkata Pagdalapalepu Ranjith Venkata Pagdalapalepu Ranjith Venkata Pagdalapalepu
This is acceptable. Kakulavaram Kakula Kakuva
3 A hyphen or other special character (for example Ø, Ö, Ñ) is used Sarah Johnson-Wells Sarah Johnson Wells Sarah Johnson (acceptable if
in one place but not in the other. accompanied by marriage
Sarah Wells
certificate)
Jose Garcia José Garcia Felipé Garcia
Erik Mussig Erik Mußig
(for this special character, ss is

equivalent to ß)
First name variations
4 Formal first name is used in one place, but a typical variation is Sandra Herman Sandy Herman Sally Herman
used in the other. Billy Pickins William Pickins Buddy Pickins
Note that "Ma." is not an approved abbreviation for the name
Maria.
5 Candidate registers their middle name as the first name because Edith Ming Chan Ming Chan Anne Chan
the first name listed on the ID is the candidate's "English" name. Edith Chan
6 There is no space between the first name and the middle name ID: GabriellaAnne Smalls Registration: Registration: Gabriella Anne
on the ID. Gabriella Anne Smalls
7 Candidate has just one name, rather than a conventional first Chandra . Chandra Syahda Chandra
and last name. Chandra _ Syahda C
In this instance, the single name must be the only name used on FNU Chandra
both IDs and on the test center schedule.
The Pearson VUE system requires a first and last name, so a

period/full stop (.) or underscore (_) can appear in place of one
of the names. First name unknown (FNU) can also appear in
place of the first name. The period/full stop, underscore, or
abbreviation FNU does not need to appear on the IDs in order
for the names to match.
Initials or abbreviations (For these discrepancies, the single-letter difference rule does not apply if the initial on an ID and an initial in the system do not match because the
initials are not long enough to determine if the names are the same or different.)
8 Middle initial is included in one place, and the other is missing Mary R. Abernathy Mary Abernathy Mary Martha Abernathy
the middle initial. Mary Rose Abernathy Mary M. Abernathy
Middle initial is included in one place, and the entire middle
name is shown in the other.
9 If the first name has two or more initials, the initials in the B.B. King B.B. King Bradley B. King
registration name must be used on both IDs and on the test B. King
center schedule.
B.D. King
10 Some governments and organizations abbreviate names on IDs Registration: Elizabeth Smith ID: E. Smith F. Smith
because of length. _ Smith
If the registration name spells out the candidate’s full name but . Smith
the name is abbreviated on the ID, the ID is still acceptable.
If the ID spells out the candidate's full name but the name in the
registration is abbreviated, the ID is not acceptable. ID: John C. Registration: John Czajkowski John R.
If the ID and registration use multiple initials for abbreviated John _
names, it is acceptable to allow spaces between the initials in
John .
one place even if there are no spaces in the other.
SJV Sharma S J V Sharma SJB Sharma
S.J.V. Sharma
Maiden names
11 Maiden name is used as the middle name in one place, while the Mary Jones Smith Mary Elizabeth Smith Elizabeth Jones Smith
candidate's given middle name is used in the other. Mary Elizabeth Jones Smith Mary E. Smith Jones
(In this example, "Jones" is the maiden name, "Elizabeth" is the Mary E. Jones Smith Mary Smith Jones
given middle name, and "Smith" is the married last name.)
12 Last name is the maiden name in one place, while the married Alexis Gates Alexis Stevens Alexis Jones
name appears in the other. Alexis Stevens Alexis Gates
(In this example, "Gates" is the maiden name, and "Stevens" is
the married name.)
For the candidate to be admitted, the candidate must present an

original marriage license or divorce decree to supplement the
identification. Any such supplemental documentation must be
pre-approved by Pearson VUE and noted in a case. For more
information, see Case types.
13 Maiden name is included in one place in addition to the married Ellen Clark née Carter Ellen Clark Ellen Carter (acceptable if
last name. (Maiden names are sometimes indicated by "née" on accompanied by marriage
Ellen Carter Clark
IDs.) certificate)
Ellen Clark Carter
Mary Smith née Brown Mary Brown Smith Mary Brown (acceptable if
accompanied by marriage
certificate)
Mary Smith Brown
14 Last names are repeated because the maiden name and last Sarah Johnson Sarah Johnson Johnson Sarah Smith Johnson
name are the same.
Order of names
15 Western names: The candidate has a Western name and the ID John Michael Smith Smith, John Michael Smith, Michael John
has the last name first, followed by a comma, first name, and (first middle last) (last, first middle) (last, middle first)
then middle name.
On some official documents, such as driver's licenses, some

Western governments place the last name first followed by a
comma, and then the first and middle name.
16 Swedish names: Swedish citizens might have their first names Ernst Ingmar Bergman Ingmar Bergman Buntel Bergman
listed second in the name field of their IDs. If a candidate’s first Ernst Bergman Bergman Ingmar
and middle names do not appear in the correct field on the
Ingmar Ernst Bergman
schedule, admit the candidate as long as 1) the last name on the
schedule and the ID match and 2) the first name on the schedule
is either the first or second name on the ID.
17 Non-Western names: If a candidate's non-Western names do Leelamruthay Veera Brahmamt Brahmamt Kurchatin Dakshesh Brahmamt Kurchatin
not appear in the correct field on the schedule, admit the Kurchatin Leelamruthay Veera
candidate as long as the names on the schedule also appear on
the ID. Purnam Satyal Krishakanth Krishnakanth Purnam Sidaparthy Dharma Satyal Disaparthy
Sidaparthy Satyal
Usually, this occurs when a candidate does not understand
Western naming conventions. There might be discrepancies if Mohammed Saeed Saeed Mohammed Al-Filatseeini Saeed Mohammed
the candidate enters their name into incorrect fields during
online registration.
Additional, multiple, or missing names
18 A title or suffix is used in one place but not in the other. Anthony Santos Jr. Anthony Santos Anthony Santos Sr.
Anthony Santos I Anthony Santos Anthony Santos II
Anthony Santos III
Sarah Wells Dr. Sarah Wells Dr. Sarah Waltz
19 Names do not match, but the ID is amended. For example, the Elizabeth Smith Elizabeth Jones Elaine Smith
maiden name appears in the front of the passport, but the next
page of the passport is amended with information detailing a
name change. This is acceptable.
20 In some countries, last names are non-existent, and children K. Radhika Radhika K. B. Radhika
take on their father's name as their last name or as an initial. Radhika Kirishva
In these situations, if the ID does not match the registration
exactly, only admit the candidate if you can check the last page
of the candidate's passport to confirm that the father's last
name or initial matches the name or initial on the ID and
registration.
21 Multiple names appear due to a regional cultural tradition David Aguilar Pena David Aguilar David Lopez
(candidate has a traditional first name or titles on the ID, or both David Aguilar-Pena David Pena
father and mother’s last names are shown on the ID).
Sometimes these multiple names are abbreviated.
Jose Manuel Bermudez Garcıa Jose Bermudez Jose Manuel
Candidates may have multiple first names, multiple last names,
or both. At least one of the multiple names must appear both on Jose Garcia
the ID and within the appropriate field on the schedule. It does Manuel Bermudez
not matter which of the multiple name(s) appears within the
Manuel Garcia
appropriate field. For example, a candidate with multiple first
names must have at least one of the multiple first names appear Manuel Bermudez Garcia
both on the ID and within the first-name field on the schedule.
Muhammad Amin Bin Mokti Mohd Amin Bin Mokti Amin Ahmad
Muhd Amin B Mokti
Md Amin Bin Mokti
Amin Mokti
Awangku Awy Bin Pengiran Ali Ak Awy Bin Pg Ali Ali Awy
Awy Ali
Dato Paduka Alikhan Bin Apong D.P Alikhan Bin Apong Alikhan Azman
Dato Alikhan Apong
22 In countries that do not use middle names, candidates Ichiro Suzuki Ichiro Suzuki Suzuki Hiroshi Suzuki
sometimes misunderstand the field during registration and Ichiro Ichiro Suzuki
enter text in the middle name field even though they do not
have a middle name.
Yifan Li Yifan Dr. Li Yi Fan
It is acceptable for the candidate to repeat the first or last name
on the ID in the middle name field.
It is acceptable for the candidate to enter a maiden name, title,

prefix, or suffix in the middle name field. Other than these
exceptions, any name that appears in the middle name field
must also appear on the ID.
Taking a photograph
A candidate's photo captured during check-in might be used for many purposes,
depending on the circumstance. This is why it is important to have the candidate take the
photo properly. If there is ever a question of exam fraud or a candidate's identity,
Pearson VUE might need to use the photo for verification or as part of an investigation.
For example, if a candidate is suspected of using a proxy-tester to take an exam multiple
times at different locations, Pearson VUE relies on the quality of the photos taken to
make a comparison. If the quality is poor, it becomes difficult to move forward with an
investigation or verify a candidate's identity.
Additionally, some exam sponsors use the photo for their own records or as part of the
licensing/certification process. For example, some exam sponsors use the photo for their
score reports and might also use the photo on the candidate's licensing application.
Other clients send the photo as part of the candidate's record and score report
information to a school or university chosen by the candidate. In some instances where
the photo is used as part of a score report, the candidate might even show this score
report to a potential employer as part of a job application.
Because of the many ways they can be used, it is important to take check-in photos
correctly. By taking high-quality photos, Pearson VUE shows its exam sponsors its
commitment to security and customer service.
For religious reasons, candidates can request that they be excused from having
their photograph taken. If candidates do not take a photo due to religious reasons,
have them take another picture of their ID to replace the headshot.
Some candidates might also have concerns about being video/audio recorded
due to religious reasons and insist on not being video/audio recorded. Inform
these candidates that they cannot be waived from being video/audio recorded
during the exam, and do not let candidates test if they do not agree. Inform
candidates who have concerns to contact their exam sponsor.
If any problem related to the candidate's photograph arises, you need to create a case.
Follow these guidelines when having candidates take a photograph of themselves with
their webcam:
• The camera should already be focused on where the candidate is seated, but you
might need to ask them to move slightly in order to center the image in the window.
• The candidate's entire face and neck area should appear and be centered in the
picture. Have the candidate adjust the camera, if necessary. It is important that the
candidate's face and shoulders fill the frame as much as possible. If more of the
candidate's body is visible or if there is a lot of blank space around the candidate, the
candidate is probably sitting too far away from the camera.
o The candidate should face the camera directly and must remove all items that
cover the face, such as sunglasses.
o The candidate's eyes should be open and looking directly at the camera.
o The photo must be clear and in focus with no glare or shadows on the
candidate's face.
o Only the candidate and a neutral background can appear in the photo.
The photos below are examples of how your photos should appear.
The photo should not:
• Show obstructions or facial expressions, i.e., no hands, closed eyes, hair in front of
eyes, etc.
• Show outerwear or items that cover the face
• Be taken from too far away
• Be poorly lit or show shadows on the face
If necessary, have the candidate retake the photo until it meets the guidelines.
Rules about personal belongings
Candidates are prohibited from using any personal belongings during the exam.
• A personal belonging is any item a candidate wants to use that is not either approved
by the exam sponsor or pre-approved because it is a comfort aid. These belongings
are not allowed due to security reasons. For example, candidates can hide notes in a
purse or briefcase or send out information about an exam through a cell phone.
• Some candidates require specific items to complete their exams, such as a calculator
or listening aid. Items allowed for all of an exam sponsor's candidates, such as a
calculator, are referred to as approved resources. Items approved for only a specific
candidate, such as a listening aid, are referred to as accommodations. Standard rules
about personal belongings do not apply to either approved resources or
accommodations. Both greeters and proctors must be aware of any approved
resources or accommodations for candidates.
• Explain to candidates that they are not allowed to use any personal items. Everything
must be placed at a far enough distance where the candidate cannot directly see the
item or reach for it while sitting in front of the computer. If a candidate insists on
using or leaving an item close at hand, explain the policy again. Ask the candidate to
store the item and advise the candidate that you will need to report the incident if
they do not cooperate. The only acceptable personal item allowed within the
candidate's reach is their ID.
Cell phones are permitted for use only when the candidate needs to
communicate with the test administrator. However, the cell phone should
still be placed at a distance so that the candidate cannot easily reach for it
or see it without getting out of their seat. Additionally, the candidate must
receive permission from the test administrator before accessing the cell
phone. For more information, see Personal belongings that must be
stored.
• You must be diligent and consistent when checking in candidates to ensure that no
unauthorized materials are within reach when they are sitting in their chair.
Thoroughly inspect anything that is allowed during the exam.
• A place for candidate belongings can be any space in which candidates cannot reach
and see the belongings when sitting down in front of the computer. Candidates
should not have access to the items during the exam.
Personal belongings that must be stored

The following list (not all inclusive) gives examples of items generally not allowed when
testing:
Personal item Policy
Outerwear (coats or No outerwear can be worn while testing. This includes

jackets) overcoats, windbreakers, down jackets, rain jackets/slickers,
and so on. If candidates complain that the room is cold,
inform candidates to wear a sweater or to turn up the heat.
Clothing that is part of an outfit that would typically be worn
indoors, including sweaters, sweatshirts, and blazers, are
allowed.
Cell phones Cell phones should be placed at a distance where candidates

cannot reach for them while sitting down in front of the
computer. However, if a cell phone is going to be used to
communicate with the test administrator, the phone should
be placed within hearing range.
If you need to contact candidates through phone, first
notify them through chat to let them know that Pearson
VUE will be calling.
Exceptions:
Candidates are permitted to access cell phones during
testing in these specific situations:
• The cell phone's alarm goes off, and the candidate asks
for permission to silence it.
• The candidate receives a message or a call, and the
candidate asks for permission to silence the cell phone
or check who is contacting them. (If you are not the
caller, the candidate must either silence or ignore the cell
phone.)
Please note that candidates must first receive
permission from the test administrator before accessing
the cell phone in these situations. After they have received
permission, the candidates must stay within the camera's
view at all times. Once they are done accessing the cell
phone, the candidates must place the cell phone at a
distance again.
Be sure to create a session event to document the situation.
Purses, wallets, Allow candidates to place valuable items in an area they feel
briefcases, backpacks, is secure. However, that area cannot be within reach when
bags, tablets, and any candidates are sitting in front of the computer.
other mobile electronic
devices, including (but
not limited to) Google
Glass, camera glasses,
etc.
Notes, notebooks, and Not permitted unless specifically allowed by the exam
study guides sponsor.
Calculators Not permitted unless specifically allowed by the exam

sponsor.
Dictionaries, including Not permitted unless specifically allowed by the exam

language translation sponsor.
dictionaries
Additional Some clients require candidates to take a photo of additional

documentation (if documentation during check-in (for example, a certificate).
applicable) Once the candidate has taken the photo and the greeter has
approved it, the candidate must place this documentation
out of arm's reach.
Pens and pencils Not permitted for use during the exam.
belonging to the
candidate
Contact lens solution and Not permitted unless specifically allowed by the exam
lip balm (such as Chap sponsor. Cough drops and pills are allowed as long as they
Stick) are unwrapped and not in a bottle or other container.
Food and tobacco Candidates are not permitted to have food during the exam.
products However, candidates are permitted to chew gum.
Weapons of any kind Weapons cannot be placed within the candidate's reach
(guns, knives, etc. – when they are sitting in front of the computer. There are no
including realistic "toy" exemptions for law enforcement or security personnel who
weapons) are taking an exam; such persons must place weapons away.
Permitted personal items

The following items are allowed in the room where the candidate is testing. Be sure there
is nothing concealed in or written on these items.
Layered indoor clothing The following items are examples of permitted layered
indoor clothing:
• Sweaters
• Sweatshirts
• Blazers
• Suit coats
• Traditional garments like saris worn in a draped
fashion by women on the Indian subcontinent and
elsewhere
• Any other layered clothing that is part of an outfit
Candidates can take a sweater or sweatshirt off and place it
on the back of their chair if they get too warm.
Ankle monitors Some candidates might be wearing ankle monitors they

received from local authorities. Candidates can have an
ankle monitor on them while testing, but only allow the ankle
monitor.
Do not ask candidates to remove the ankle monitor.
Beverages Candidates are permitted to have beverages in any type of

container within their work area. You do not need to visually
inspect beverages unless there is a logo or writing on the
container.
Chewing gum Candidates are permitted to chew gum during the exam.
Comfort aids See Comfort aids.
Primary ID Candidates can have their primary form of identification with

them during the exam. They need it during the check-in
process.
Religious, cultural, and See Religious, cultural, and medical apparel.

medical apparel
(including head coverings
and hats)
Only for approved Verify in ProctorServe that candidates have an approved

accommodations: accommodation for earplugs. Only proceed with the
Earplugs (in unopened following instructions if candidates have an approved
factory packaging) accommodation.
Candidates must present the earplugs in an unopened
package to the greeter. They should open the package
during the greeting process. Greeters must inspect the
earplugs after they are unpackaged and create a session
event indicating the earplugs were inspected before the
exam.
Only certain exam Only some exam sponsors allow candidates to use these
sponsors: items.
Whiteboards, erasable
markers, erasers,
reference materials,
physical calculators,
headset, and
headphones
Required apparel
Candidates must be clothed at all times while testing. If candidates remove their shirt or
pants in view of the camera, revoke the exam. For more information, see Types of
misconduct.
Religious, cultural, and medical apparel

Religious, cultural, and medical apparel are allowed after being visually inspected as
described in this section. Do not force a candidate to remove these items.
Religious apparel
Religious apparel is articles of clothing worn as part of the doctrinal or traditional

observance of the religious faith practiced by an adherent. Some examples of religious
apparel include:
• Habit: a garment worn by members of Christian religious orders (normally a tunic

worn with a hood or veil)
• Hijab: a head, face, or body covering worn by Muslim women (this might range from
a head covering or scarf to a full burqa covering the entire body)
• Kippah (or Yarmulke): a rounded skullcap worn by Jewish men and women
• Kirpan: a ceremonial dagger worn by some Sikh men and women
• Kufi (or Doppa): a rounded skullcap worn by Muslim men
• Turban: a headdress consisting of a long scarf wound round the head, worn by Sikh
men and women
Jewelry and other items bearing religious inscriptions or otherwise indicating religious
affiliations are not considered religious apparel and are always subject to the standard
clothing and jewelry restrictions. These items should be stored away. If the candidate
refuses to do so after being asked, allow them to test but create a case.
It is not necessary to create a case for tattoos unless you suspect candidate misconduct.
In those instances, follow the WIN process and create a case. For more information, see
Case types.
Cultural headwear and headwear for medical reasons
Cultural and ethnic headwear include traditional articles such as head scarves, hair
wraps, and similar coverings. Candidates might also wear headwear for medical reasons
such as cancer, alopecia, or other reasons. Candidates are allowed to wear head scarves,
hair wraps, billed caps (e.g., baseball caps), brimmed hats (e.g., fedoras), head coverings
for cultural and medical reasons, and the religious apparel described in this guide.
Generally, all head coverings and hat types are allowed while testing as long as the
candidate’s eyes remain visible to the proctor during testing.
Handling religious, cultural, and medical apparel
Use the following guidelines for candidates with religious apparel and any type of hat or
head covering, including cultural headwear and headwear worn for medical reasons:
• If the apparel is clearly religious or cultural in nature, visually examine the item
without asking the candidate to remove or unwrap it.
Carefully observe the item until you are confident that it is not being used to conceal
notes or other prohibited materials. It might not always be immediately clear
whether an item of clothing is considered religious or cultural apparel. There might
be types of religious and cultural apparel not listed in this guide. If a candidate
identifies an item of clothing as religious or cultural apparel, treat it as such.
Under no circumstance should any candidate be asked to remove an item of

religious or cultural apparel for inspection, unless upon direct visual observation
there is strong visual evidence that a prohibited item is concealed in it. If prohibited
items are discovered, follow the procedures described in Responding to candidate
misconduct.
• If the apparel is not clearly religious or cultural in nature, ask the candidate, "Are you
comfortable removing [the item]?"
o If the candidate says no, continue the check-in process. Remind the candidate
that their eyes must be visible to the proctor (within the webcam's view) at all
times. You do not need to take any further action.
o If the candidate says that they are comfortable removing the item, allow the
candidate time to remove and properly store the item.
Comfort aids
Candidates are allowed to use certain comfort aid items during the exam without
receiving prior approval. For a current list of permitted comfort aids, see the Pearson
VUE website (https://home.pearsonvue.com/Test-takers/Accommodations/Pearson-VUE-
Comfort-Aid-List-PDF.aspx).
Visually inspect all comfort aids before allowing the candidate to use them during the
exam. Visually examine the item without asking the candidate to remove the item.
A candidate must provide their own comfort aids. Comfort aids are not considered to be
accommodations. Therefore, they do not need to be pre-approved by Pearson VUE or an
exam sponsor.
Diabetic test equipment and other medical devices unattached to the body are not
allowed. However, if the candidate insists on having the item during the exam, allow the
candidate to use the item and create a case.
You do not need to create a case regarding the use of a comfort aid, unless the aid is
unusual or suspicious or you observe candidate misconduct. If you are unsure of
whether or not to allow the candidate to have a specific comfort aid, allow the item to be
used but create a case. For more information, see Case types.
Proctoring an exam
Below are proctoring guidelines that Pearson VUE requires test administrators to follow
to ensure a high level of security during exams:
• Monitor candidates continuously throughout their exam and ensure that candidates'
head and shoulder area remains within the webcam's view.
Candidates must remain at the workstation that was initially photographed during
check-in. This policy does not permit candidates to move about the testing space
within the field of view of the webcam.
• Candidates must remain clothed and cannot engage in any improper behavior.
• Do not intervene if a candidate appears to be mumbling, mouthing words, or

covering their mouths with their hands during the exam. However, if you hear talking
that is indicative of cheating (e.g., reading exam content aloud), warn the candidate
that this is not permitted. If the candidate continues to cheat, revoke the exam and
create a case. For more information, see Case types.
• Pay close attention to any suspicious eye or head movement that might indicate
misconduct.
Generally, candidates should have their eyes focused on the computer screen in
front of them, but they are permitted to look around their testing environment.
When looking at the computer screen, candidates' eyes will move around to read
their exam questions, reference any applications built into their exam, or look at
their exam clock. If the exam sponsor permits a whiteboard, candidates might also
look back and forth between the whiteboard and the computer.
Use your best judgment if it is difficult to determine whether eye and head
movement are suspicious. Be sure to consider the size of the computer screen.
However, if you suspect misconduct, see the following:
o If you suspect the candidate is talking to a hidden person: Warn the

candidate that talking about exam content is not permitted. Do not accuse them
of talking to another person. Create a session event. For more information, see
Types of misconduct.
If the candidate continues to act suspiciously, revoke the exam and create a case.
o If you suspect the candidate is accessing a cell phone: Immediately revoke

the exam if a cell phone is visible. If a cell phone is not visible, warn the candidate
that they should be focused on the screen. Do not accuse them of accessing a
cell phone. Create a session event. For more information, see Types of
misconduct.
If the candidate continues to act suspiciously, revoke the exam and create a case.
• If a candidate approved to use a whiteboard seems to be writing excessively, ask the
candidate to show you the whiteboard. If you find that the candidate was writing
down exam questions or answers, create a candidate misconduct case. Do not ask
the candidate to show you the whiteboard more than twice during the exam.
• Remove distractions from proctoring such as using your cell phone, checking email,
reading a book, or eating.
• Try to resolve any problems with the exam while the candidate is testing. If you are
unable to resolve the problem, contact Level 1 support. Do not have the candidate
try to complete the exam.
• Assist a candidate with questions regarding the use and operation of testing software
and materials.
Do not assist candidates in understanding exam items, defining terms, translating

text, or helping with other matters related to exam content. If a candidate asks you a
question that is not related to using the exam software, explain that the exam
sponsor does not permit proctors to answer these types of questions.
Handling approved resources and accommodations

Any approved resources or accommodations for a candidate will be listed in the
Approved Resources section, as shown in the following image:
Review the details provided in the Approved Resources section so that you know what
specific items the candidate requires to complete the exam. Candidates with either
approved resources or accommodations also have icons displayed next to their session
preview, as shown in the following image:
You are not required to inspect approved items when proctoring. However, familiarize
yourself with the following icons and the approved resources or accommodations they
represent:
Icon Approved resource or accommodation
Books, study materials, and loose paper are approved to be used during
the exam.
A calculator is approved to be used during the exam.
A whiteboard is approved to be used during the exam.
Headphones or a headset are approved to be used during the exam.
Candidates are approved to take a break during the exam. For more
information, see Managing breaks.
Icon Approved resource or accommodation
Candidates are approved for other accommodations, such as reading

aloud or a listening aid. Review accommodation details by hovering over
this icon to see a description, as shown in the following image:
If the icon's hover text says "Other," check ServiceDirect for details
included in an accommodations case. If candidates say they have
approved accommodations not listed in the system or in ServiceDirect,
check if there is a session event documenting this.
Managing breaks
Some exam sponsors allow (but do not require) candidates to take scheduled breaks
during their exam. While proctoring these exams, a flashing break screen clock appears
on your screen when a candidate can take a scheduled break.
Some candidates might also be approved for a pause-the-clock accommodation. When

proctoring candidates with this accommodation, a fixed clock is always visible on your
screen. This is to remind you that these candidates are eligible for a break at any time.
When they want to take a break with this accommodation, candidates should select the
Pause button in the upper-right corner of their screen. The fixed clock then changes to a
flashing break screen clock. Candidates eligible for this accommodation (as shown by a
fixed clock on your screen) are also permitted to simply walk away from their exam to
take the break.
This section describes how to handle both types of OnVUE breaks for exam sponsors
who permit them.
Before and after breaks
Follow the standard candidate misconduct process if you witness candidates breaking
any OnVUE policies before or after a break. For more information, see Responding to
candidate misconduct.
Be extra vigilant about enforcing the following policies:
• Candidates are not permitted to access personal belongings.
Before resuming an exam after a break, candidates should place personal belongings
out of arms reach.
• Candidates are not permitted to leave the webcam view.
• No other person is allowed within the webcam view.
• Candidates are not permitted to speak to another person.
Telling the other person to leave the testing room is allowed. If the candidate and
person begin discussing something else, this is considered candidate misconduct.
Warn the candidate that this is not allowed.
During breaks
The following policies apply while the candidate is on a break:
• Candidates can access personal belongings.
• Candidates can leave the webcam view and the testing room.
Candidates must leave the webcam view to use the restroom.
• No other person is allowed within the webcam view.
• Candidates should not speak to another person.
If you witness this behavior during a break, ignore it. Do not revoke the exam session
or create a case.
Exam distractions
If candidates experience distractions during their exam and complain about them, create
a case. For more information, see Case types.
Candidate questions exam validity or content

On rare occasions, a candidate will question the validity of an exam or its content. If this
occurs, listen to the candidate and advise them to contact the exam sponsor or Pearson
VUE through telephone or the web. Do not allow the candidate to write down
information about the exam item(s) to reference later when contacting them. Instead,
create a case and record the exam item number(s). Tell the candidate that these item
number(s) are recorded in the system so they can be referenced later, if necessary.
Do not place exam content or any description of exam content in the case. Exam content
is defined as questions, response selections, and any text on exam
supplements/handouts/exhibits, whole or partial. You can only place exam item
number(s) in cases. For more information, see Case details.
Technical problems
Try to resolve technical problems with the troubleshooting information provided to you,
or escalate to Level 2 support if appropriate. If you are unable to resolve a problem,
create a case describing the current time and error message. Provide the candidate with
the case number for reference. Be sure to inform the candidate of the following policies
and document that the candidate was notified of them in the case you create:
• Any lost time due to the technical problem cannot be added back to the exam.
• Candidates will not be compensated for any lost exam time.
• Candidates who want to reschedule should contact the Pearson VUE call center.
Contact information at Pearson VUE for each exam sponsor can be found on the
Pearson VUE website (http://www.pearsonvue.com).
• Candidates who reschedule may or may not be compensated for their exam
depending on what technical problem occurred.
Ending an exam
How you end an exam varies depending on exam sponsor policies, but the following are
some general guidelines:
• If a candidate terminates an exam before the exam ends (for example, the candidate
is ill and must leave or misconduct occurred), do not allow the candidate to resume
the exam at a later time, and create a case. For more information, see Case types.
• Note that some exams allow candidates to review their answers at the end of the
exam. The review time is included in the exam time, so time might expire before the
candidate finishes reviewing.
Score reports
Each exam sponsor handles the distribution of scores differently. After completing an
exam, some candidates will be able to log into their account on the candidate website
(http://www.pearsonvue.com) to view and print their score report. Other candidates
might receive their scores by mail or onscreen at the end of the exam. If candidates have
questions about how they will receive their scores, direct them to contact the exam
sponsor.

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Onvue Policies & Procedures Guide: Pearson Vue Confidential

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OnVUE Policies & Procedures Guide

This guide contains the following sections:

• Test their microphone, webcam, and audio

• Capture their headshot

• Capture their photo ID

• Capture photos of their testing room workspace

• Shut down other applications running on the computer

All test administrators are expected to accomplish the following objectives:

• Be courteous and professional.

• Deliver exams in a timely manner.

• Report unusual or suspicious activity.

• Respond with complete, accurate, and timely information during an investigation of

Communicating with candidates

Follow these general guidelines when you speak with candidates:

• Always treat candidates with concern, courtesy, and empathy.

• Never comment on a candidate’s exam score (pass or fail).

Speaking to candidates about technical problems

Follow these rules when you communicate via chat:

• Use clear and concise writing when you compose responses.

• Be careful with the formatting and punctuation of your message.

• Do not respond using all-capital letters.

• Review the message for accuracy before you send a message.

Cultural and language diversity

• Secure testing environments

• The latest technology

• Comprehensive policies and procedures

• Well-informed and dedicated test administrators

Handling disruptive, threatening, or violent behavior

• Perceived distractions during the exam

• Disagreements over exam delivery procedures

• Poor performance on the exam

If any candidate creates a disturbance or acts in a manner that jeopardizes exam

Candidate personal information

This is explained in the policies reviewed by each candidate during the

Maintaining candidate confidentiality

• Be alert to potential "social engineering" attempts, where unauthorized persons

• Report any suspicious behavior or suspected confidentiality breaches by recording

Test security and exam fraud

Types of exam fraud

Using unauthorized materials

Convictions in proxy testing incidents involving professional licensure and graduate

Minimizing exam fraud and maintaining a secure test

• Follow documented procedures and instructions at all times. Many of these

Guidelines for the check-in process

• Pay particular attention to identification requirements. Every candidate must present

• Candidates must be clothed in order to test. Be on the lookout for unusual or

• Never allow a candidate to use study guides, reference materials, calculators, or

Guidelines for proctoring

• Use the guidelines in Responding to candidate misconduct if one of the following

o You observe candidates talking to or otherwise communicating with another

o You suspect exam fraud of any kind to be taking place.

Candidate behavior Issue first Issue second Issue final

Candidate accessed or attempted NA NA X

Proxy test attempt NA NA X

Candidate attempted to bribe NA NA X

Candidate leaned offscreen X X X

Candidate exited testing space NA NA X

Candidate read exam content X NA X

3rd party in room X NA X