Authorized Test Center - Policies and Procedures PDF

Overview
Welcome!
This guide describes the policies and procedures Pearson VUE has
developed for running Pearson VUE™ Authorized Centers, including
PVTC Selects, and managing the registration and delivery process for
Pearson VUE exam sponsors. It provides information on standard
processes that should be followed for a variety of tasks, such as
checking candidates in at the test center.
This chapter provides overview information about Pearson VUE

Authorized Test Centers (PVTCs) and Pearson VUE Authorized Test
Center Selects (PVTC Selects) and contains the following sections:
About this Guide......................................................................... 2
About Pearson VUE ..................................................................... 4
About the Regulatory, Employment Testing, Certification, Professional,

and Health Services Environments at Pearson VUE .......................... 6
About the Test Center Network ..................................................... 7
What Pearson VUE Provides ......................................................... 9
Test Center Responsibilities........................................................ 10
About Admissions Equipment ..................................................... 11
The Testing Process .................................................................. 13
Test Center Objectives .............................................................. 16
Test Center Roles ..................................................................... 17
Security .................................................................................. 18
Guidelines for Test Center Corrective Action ................................. 19
Version 1.3
Pearson VUE Confidential
Copyright © 2016 Pearson Education, Inc. or its affiliate(s). All rights reserved. pvuecopyright@pearson.com
About this Guide
This guide covers the policies and procedures that must be followed at
all Pearson VUE Authorized Test Centers and Pearson VUE Authorized
Test Center Selects. For information on the setup and installation of
the Pearson VUE™ Testing System, refer to the installation guide. For
information about specific exam sponsors and their policies, refer to
the Exam Sponsor Guide.
Chapter Descriptions
This guide contains the following chapters:
Overview: Provides introductory information about Pearson VUE,

the different test centers, and the testing process. Discusses the
responsibilities of a test center and what Pearson VUE does to
monitor quality and security.
Pearson VUE Certified Administrator: Describes the roles and
responsibilities of Pearson VUE Certified Administrators and the
requirements for becoming an administrator.
Managing Your Test Center: Covers a variety of topics involved
in running a test center, such as setting up user accounts for the
Pearson VUE software applications, specifying when your test
center is open, and changing site address and asset information.
Maintaining Security: Provides security requirements for
ensuring a secure and safe testing environment.
Checking in Candidates: Provides information on the sign-in
process, from greeting candidates initially to escorting candidates
into the testing room.
Managing Exam Delivery: Explains the tasks that must be
performed while candidates are taking exams. This includes using
the Delivery Manager and Exam Monitor applications.
Signing Out Candidates: Describes what must happen when a
candidate finishes an exam and is ready to leave the test center.
Mobile & Classroom Testing: Provides the information you need
to offer exams at a remote site or in a classroom setting.
2  Overview Version 1.3 Pearson VUE Confidential

Symbols Used
The symbols used throughout this guide are described below.
Note
Used to highlight information you need to pay particular attention to and to
indicate exceptions and variations regarding a policy or process.
Padlock
Used when security measures are discussed in the guide.
Star
Used to indicate best practices. Best practices are procedures that Pearson
VUE does not necessarily require but encourages you to follow. These
procedures are intended to help you provide the best possible services at
your test center and to help you run your center efficiently.
Stop Sign
Used to provide 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.
Updating this Guide

You can find updates and the most current version of the guide on the
VSS Web site (http://vss.pearsonvue.com).
Pearson VUE documents are available in Adobe® Acrobat® .pdf

format. This means you must have Acrobat Reader on your PC in order
to read a file. If you do not have Acrobat Reader, you can download it
free from the Adobe Systems Web site:
1. Use your Web browser to navigate to the following site:

http://www.adobe.com.
2. Click the Get Acrobat Reader icon.
3. Follow the installation and usage instructions provided by

Adobe.
After Acrobat Reader is installed on your PC, log in to the VSS Web
site. Click the Downloads button in the upper right corner of a Web
site page to display a list of files you can download. Click the link in
one of the categories, find the appropriate document, and click on the
icon next to the document. Then follow the directions on the screen.
The file will open within your Web browser. You can read the document
on-screen, print it or save a copy to your local system. You cannot
make changes to the file.
Pearson VUE Confidential Version 1.3 Overview  3

About Pearson VUE
Pearson VUE (http://www.pearsonvue.com) implements innovative
electronic testing solutions that enhance the performance, reliability
and security of professional licensing and certification programs
throughout the world. Exams are delivered through a domestic
network of more than 200 company-owned and operated Pearson
Professional Centers and a global network of more than 3400 Pearson
VUE Authorized Centers. Operational centers are located in the United
States and many countries throughout the world. Pearson VUE is a
part of Pearson plc, an $8 billion corporation that is the largest
commercial testing company and education publisher in the world.
Pearson VUE is also a leading provider of licensing examinations for

state and federal regulatory bodies in the US. It has a wide range of
contracts to assess and certify professionals in the real estate,
insurance, mortgage broking, contracting, employment and healthcare
industries.
As of January 2006, Promissor combined with Pearson VUE. This new

company brought together two leading players in the worldwide
professional testing industry, currently testing and certifying more
than three and a half million people every year.
Listed below are some of the main groups and positions within Pearson
VUE that provide support to its test centers:
Channel Quality - Responsible for quality assurance throughout

the test center network, including the integrity shopper program,
candidate surveys, test center quality issues and the administrator
training and certification program. Communicates with centers
about operational issues, such as new exam sponsors, policy
requirements, quality tips and software update deadlines.
Information Security - Establishes security policies, procedures,
and guidelines and educates employees and about information
security and privacy. Monitors security compliance, responds to
security breaches, investigates candidate or test center fraud and
misconduct, and provides forensic analysis services to exam
sponsors
VSS - Provides technical support to the test centers. Assists with
installation of Pearson VUE Testing System software and all other
Pearson VUE software and hardware. Assists with rollout of new
software releases.
Pearson VUE Call Centers - Answers candidate inquiries,
registers candidates for exams and schedules exam appointments,
enters candidate information into the database, qualifies
candidates for program approval and routes candidates to the
appropriate information sources. Also provides support for
candidates who are using the Candidate Web site
(http://www.pearsonvue.com) to manage their registrations and
appointments.

Each exam sponsor has a designated Program Coordinator in the
Call Center, who acts as the primary operational exam sponsor
contact. The Program Coordinator also executes and manages the
data collection, distribution and reporting of exam sponsor
programs and acts as an escalation point for service-related
problems and successes.
Channel Sales - Responsible for the recruitment and account

management of test center channel partners. Serves as the
primary contact for test centers to ensure they understand
software features, exam vouchers, finance, marketing and so on.
Visits test centers to meet with business owners and administrators
to build relationships, listen to channel needs, gain understanding
of local markets, monitor quality and promote certification testing.
Program Coordinator - Acts as the primary operational exam
sponsor contact. Executes and manages the data collection,
distribution and reporting of sponsor programs. Acts as an
escalation point for service-related problems and successes.
Special Accommodations Coordinator - Approves
accommodations and schedules candidates at test centers who
have been approved for special accommodations.

About the Regulatory, Employment Testing,
Certification, Professional, and Health Services
Environments at Pearson VUE
Pearson VUE’s primary business profile consists of agencies and
organizations that provide regulatory and licensing oversight of
individuals practicing in their trade. Regulatory agencies license
individuals and are in most cases governed by state and local
government, while other organizations certify individuals within their
field of expertise and are bound by certain guidelines mandated by
federal and state agencies.
Note: Exams that fall into the Regulatory or Health Services category
are primarily delivered in the United States.
 Regulatory agencies: Insurance, Real Estate, Mortgage

Broker, Appraisers, Contractors
 Bound by law (legislated)
 Each State has different sets of laws and statutes
 Individual must be licensed to practice trade
 Requirements = pre-licensing education; pass exam; apply for

and be approved for licensure
 Pearson VUE is "testing agent" for the State and must abide by
State specific requirements at test centers (i.e. supporting
documents, proof of pre-licensing education, etc.)
 Professional, Certification and Employment Testing

organizations
 Requirements established by "Certifying" Board
 Individuals may be able to practice trade without passing exam
 Health Services (Nurse Aides, Cosmetology, Barber

Examinations) organizations
 Ensures uniform state-wide competency standard for all

training programs
 Flexible CBT or paper & pencil examinations
 Test center or state contracted site practical examination
 On-site scoring for written and practical exams

About the Test Center Network
Pearson VUE has several test center networks in order to meet the
security and coverage needs of exam sponsors. This guide covers the
Policies & Procedures that Pearson VUE Authorized Test Centers
(PVTCs) and Pearson VUE Authorized Test Center Selects (PVTC
Selects) must adhere to in order to provide quality and secure exam
delivery for our exam sponsors.
For more information about each of these test centers, see "About
Pearson VUE Authorized Test Centers" or "About Pearson VUE
Authorized Test Center Selects."
About Pearson VUE Authorized Test Centers

The Pearson VUE Authorized Test Center (PVTC) network is the largest
global test center network available. Prior to testing, Pearson VUE
Authorized Test Centers must sign a pre-arranged agreement, meet
hardware requirements, and provide a certified test administrator. In
addition to this, Pearson VUE performs on-going quality control
measures to ensure program integrity.
Within the PVTC network are test centers that are located on United
States Federal and State facilities and military installations. Because of
regulations that must be mandated at these sites, some of the
information within this guide will only be applicable to them. In order
to point out the information that is relevant only at these sites, they
will be referred as PVTC Government Centers throughout this guide.
About Pearson VUE Authorized Test Center Selects

To meet the needs of high-stakes testing and professional licensure
clients, Pearson VUE has implemented a testing network model called
the Pearson VUE Authorized Test Center Selects (PVTC Selects).
The PVTC Selects can be considered a hybrid of the Pearson VUE

owned and operated test centers delivering professional licensure
exams and the Pearson VUE authorized test centers delivering exams
primarily for information technology certifications.
Pearson VUE has identified ‘premier’ authorized test centers in

locations where candidate demand warrants a need. To meet the
added security requirements of exam sponsors, state-of-the-art
admissions checking equipment for verifying candidate identity has
been installed, (e.g., digitized photograph, palm vein, and signature)
as well as audio/video monitoring and recording equipment for
enhanced test room security. PVTC Select test centers also have
upgraded test facilities to include a separate check-in area, physical
dividers between test delivery stations, and storage lockers for each
examinee. In order to ensure a quality testing experience for
examinees, test center staff will be trained and certified on
professional exam delivery.

Listed below are the main differences between a PVTC and PVTC Select
test center.
Support - Increased level of training for PVTC Select

administrators, and increased support and monitoring from
Channel Quality & Security. PVTC Select test centers are also
assigned a Point of Contact person at Pearson VUE to assist with
training and monitoring.
Personnel requirements - PVTC Select test centers must have

two certified administrators on staff at all times. One administrator
must be on site when delivering Pearson VUE tests. PVTC Select
test centers must inform the Pearson VUE Point of Contact
whenever new administrators join the test center or when
administrators resign.
Site availability - Depending on the site, PVTC Select test centers

are required to be open a minimum number of hours/days. Test
centers must also inform their Pearson VUE Point of Contact
whenever the number of hours or days of availability is reduced.
Facility requirements - Greater requirements are necessary to

ensure better quality and security of professional exam delivery at
the PVTC Select test centers.
Admissions equipment - To support increased security

requirements, certain admissions data equipment is installed at
PVTC Selects, such as a palm vein device.
Entry monitoring - Administrators must collect a palm vein each

time the candidate enters or leaves the PVTC Select testing room.
Exam delivery - Professional exam candidates are video and

audio monitored and recorded at a PVTC Select test center.

What Pearson VUE Provides
Pearson VUE is eager to partner with your test center to achieve
quality exam delivery. Here are just some of the services Pearson VUE
provides to help you attain and maintain that quality.
This Policies & Procedures Guide and the Pearson VUE Certified
Administrator Exam cover the current standards for customer
service, professionalism and security.
The Exam Sponsor Guide describes policies and procedures specific

to each exam sponsor.
We provide you with training to prepare for administrator

certification, along with ongoing training to help you maintain that
certification.
Our monthly newsletter and the VSS Web site offer you quality
tips, customer service tips, and exam sponsor information.
We contact you to make you aware of candidate concerns.
We review all candidate surveys (Report Cards) and RMA reliability
reports and let you know how you can improve, when necessary.
We regularly perform audits of exam activity and log sheets, and
conduct Integrity Shops and announced or unannounced test
center inspections. We contact you if we identify issues needing
improvement and provide follow-up using the VSS Incident
Reporting System. Note: Test centers do not receive compensation
for delivered Integrity Shop exams.
We recognize and reward quality test centers.
If your test center is found to be below acceptable levels of quality

and/or test security, we put your center on a corrective action
plan, which can include suspension of exam delivery. For more
information, see "Guidelines for Test Center Corrective Action." As
a last resort, your test center will be inactivated and the Test
Center Agreement will be terminated.

Test Center Responsibilities
Security Compliance Professionalism Environment
Follow security Return results to Welcome and handle Maintain a

procedures as Pearson VUE on the testing candidates in comfortable and
described in the same day an exam is a courteous and quiet testing facility.
Policies and delivered via the professional manner.
Remote Maintenance Meet or exceed the
Procedures Guide.
Enter candidate data minimum equipment
Agent (RMA).
Report Unusual or accurately in and facility
suspicious activity Perform software Registration Manager. requirements.
via the VSS Incident upgrades in a timely
Prevent
Reporting System. manner.
inconveniencing
Respond with Contact Pearson VUE candidates by
complete, accurate if your center must maintaining an
and timely close unexpectedly or appropriate schedule
information during for an extended in Site Manager and
an investigation of period of time. appropriate staffing of
unusual or Pearson VUE Certified
Document testing
suspicious activity. Test Administrators.
candidate complaints
Keep Pearson VUE or issues with exam Collect the exam fee
applications secure delivery on the same specified by the
by ensuring that day they occurred, sponsor when
staff members use via the VSS Incident registering
their own Reporting System. candidates.
usernames and
passwords and do Deliver exams within
30 minutes of the
not share them.
scheduled
appointment time.

About Admissions Equipment
Admissions equipment refers to technologies for measuring and
analyzing human characteristics such as voice patterns, facial patterns
and hand measurements, typically for authentication purposes.
Signature devices and other admissions equipment consist of a reader
or scanning device and software that convert the scanned information
into digital form. The admissions data is then stored in a database
along with other data about a person. When the person’s identity
needs to be verified, the newly-captured admissions data can be
compared to the stored admissions data. The software uses
sophisticated algorithms to compare the two sets of data and
determine whether or not it matches.
Some exam sponsors require Pearson VUE to collect admissions data

from candidates when they are admitted for exams. To facilitate this,
test centers must have a system of hardware and software that allows
administrators to capture the necessary data. Currently, sponsors can
choose to have a center collect a candidate’s digital palm vein,
signature, or photo. Exam sponsors may want all of this data to be
collected or may choose to collect just one or a combination, such as
signature and photo.
To collect this data, you will admit a candidate using Admissions

Manager as you normally do. If a sponsor requires admissions data,
Admissions Manager automatically incorporates the necessary steps
into the admission process. The devices used to capture the data are
controlled from within the Admissions Manager software; you do not
need to manipulate the hardware or launch any other software
applications. The admissions data is automatically sent to Pearson VUE
with the candidate’s exam results after you have run RMA at the end
of the day.
At Pearson VUE, we use the term Enhanced Security Equipment to

refer to the system of hardware and software installed at a test center
for collecting admissions data.
Not all test centers are required to have each admissions

equipment (signature, photo, or palm vein) installed at their
site. Pearson VUE will contact your test center if you must have
certain admissions equipment installed.
This equipment consists of the following items:
Digital signature device - The digital signature device consists of

an electronic pad and a stylus (pen) and is also connected to the
administration workstation. Candidates provide an electronic
signature by signing the pad using the stylus.
Camera - The test center installs a digital camera used to take

candidate photos. This camera is mounted in a stationary position
near the administration workstation and is focused on a chair in
which candidates sit while being photographed.

Palm Vein Device - A candidate’s palm vein pattern is captured
as part of the exam admissions process and stored electronically.
Each time the candidate enters or exits the testing room, he or she
is required to provide another palm vein pattern through Entry
Monitoring in Admissions Manager, which is compared to the
original palm vein pattern and used to authenticate the candidate
(if the exam sponsor requires this). A palm vein device connects to
the administration workstation via a USB interface. The palm vein
device is controlled through the Admissions Manager application at
the administrator workstation and is controlled by Entry
Monitoring.
Scanner - A scanner is not an admissions device, but is used in

backup procedures if the digital signature device is not functioning.
The scanner connects to the administration workstation. Pearson
VUE does not supply the scanners for test centers. Since all
centers do not use the same type of scanner, we have not provided
detailed information on using the scanner in this guide. Please refer
to the user guide that you received with the scanner if you need
help.
Webcam - The Webcam is used as a method of taking candidate

photos. This camera also connects to the administration
workstation.
Installation and Setup

Your regional VSS group will help your center install and set up the
admissions equipment and audio/video recording equipment (if
applicable), and ensure that your administration workstation meets the
requirements. Refer to the installation guide for more information.
Please be sure that you perform the end-to-end testing procedure
described in this document before you deliver any exams that require
you to capture admissions data.

The Testing Process
This section introduces you to the Pearson VUE testing process by
outlining each step from software installation through exam delivery.
1. The Pearson VUE Testing System is installed and set up at

each test center.
This involves installing computers and software that administrators

will use to manage the complete testing process, from exam
booking to exam delivery. The local server and administration
workstation at a center is connected to the Pearson VUE Testing
System’s central computer system and databases (referred to as
the hub) through an Internet connection. All exams and exam
information is transferred between Pearson VUE and the test
centers electronically.
2. The Site Manager application is used to set up basic

information about the test center.
This includes setting up usernames and passwords each

administrator will use to log in to the Site Manager, Admissions
Manager, Registration Manager, and Delivery Manager applications.
It also includes entering information about the center, such as
contact people, operating hours and directions, and setting up the
test center’s assets. (Assets are items test centers need to deliver
exams, such as computer workstations.) While this information is
being entered, the administration workstation automatically
connects to the hub so that the information can be stored in
Pearson VUE’s central databases.
3. Candidates register for exams and schedule appointments.
Each test center is authorized to deliver specific exams, and exam

sponsors determine how their candidates may register for exams
and schedule exam appointments. Candidates can typically register
and schedule by contacting a test center, visiting the Candidate
Web site or contacting the Call Center.
When a candidate schedules an appointment through a test center,

via the Web site or through the Call Center, the Pearson VUE
Testing System software uses the information entered about a test
center to help in scheduling. For example, if a candidate wants to
select an appointment time at a specific test center, the software
lists only appointment times that are within the operating hours set
up for that center. In addition, the software ensures that the
number of candidates scheduled does not exceed the test center’s
available resources. For example, if a center has 15 workstations,
the software will not allow more than 15 candidates to be
scheduled for exams at one time.

Pearson VUE uses online credit card processing to handle candidate
payments, so that credit cards can be validated immediately. Each
exam sponsor sets prices for its exams; neither Pearson VUE nor
any test center is permitted to deviate from that pricing without
sponsor permission.
Whenever registration and scheduling takes place, the system

being used is connected to the hub system so that a candidate’s
information is updated immediately and is always current in
Pearson VUE’s central database.
4. After exam appointments are scheduled, the Pearson VUE

Testing System keeps track of the schedule.
Updated schedule information needs to be transferred to a test

center’s administration workstation frequently. Exam registrations
and appointments can be changed and updated at any time, so it is
critical for every center to keep getting the latest information. This
process is handled by the Pearson VUE Application Wrapper and
Remote Maintenance Agent (RMA). You will have to verify that RMA
is working correctly at least once a day on the VSS Web site.
5. RMA closely tracks which exams candidates are going to

take at a center and when.
Between one and three days before the appointment date, RMA
downloads the files for the exams that will be delivered at a center
when it connects to the Pearson VUE hub system. A set of exam
files is set up for each candidate, and the files contain all of the
information required as part of the exam. For example, an exam
sponsor may want candidates to complete a license agreement and
tutorial before starting the actual exam. Exam sponsors may also
choose to include other features within the exam, such as
mandatory or optional breaks at specific times; these breaks can
be controlled and managed through the software.
In addition, sponsors may grant some candidates special

accommodations because of a disability or health problem.
Accommodations may involve special testing equipment (such as a
large font within an exam), assistive personnel (such as a sign
language interpreter) or another type of aid. If necessary, a
Pearson VUE staff member contacts the test center before the
appointment to help make any special arrangements.
Accommodations that affect the exam length are automatically
built into the exam when it is prepared for the candidate so the
administrator does not need to manually extend the exam time.
6. Candidates arrive to take exams.

When candidates arrive for an exam, they go through a standard
admissions process required of all candidates. For example,
candidates are asked to provide two forms of identification, to
agree in writing to a set of exam rules and to sign a log sheet.
(Specific exam sponsors may have other identification or check-in
requirements.) The Admissions Manager application guides the
administrator through the process for each candidate to help
ensure that all steps are performed.
7. Candidates take their exams on the delivery workstations.
The testing administrator launches the Delivery Manager

application on each candidate’s workstation. Delivery Manager
displays the candidate’s name, along with which exam he or she is
registered to take; the administrator verifies the information and
starts the exam. Candidates take their exams on the computer,
exams are automatically scored and the results are stored
electronically. After the exam, candidates may receive a printed
score report, depending on exam sponsor policy.
8. Exam results are transferred to Pearson VUE.
After an exam has been delivered, RMA transfers the exam results
to the Pearson VUE Testing System databases. The results are then
transmitted to the exam sponsor.
Note: Sites located on United States Federal and State facilities

and military installations must run RMA manually in order to
transfer exam results to the Pearson VUE Testing System
databases.

Test Center Objectives
Test centers are expected to:
Ensure administrators are courteous and professional.
Enter accurate candidate data via Registration Manager.
Maintain appropriate schedules via Site Manager.
Maintain appropriate staffing of Pearson VUE Certified

Administrators to prevent candidate inconvenience.
Collect the appropriate exam fees from the candidate as specified

by the exam sponsor.
Provide distraction-free testing.
Meet minimum equipment and facility requirements.
Use the Pearson VUE Application Wrapper and communicate with

the hub via RMA to ensure timely preparation of exams, timely
return of exam results, and timely upgrades to Pearson VUE
software.
Deliver exams in a timely manner.
Follow procedures described in the Test Center Agreement and this

Policies & Procedures Guide. Included are security procedures such
as continuous monitoring of all candidates and other measures to
ensure the integrity of exam delivery.
Use the Administrator Override options (such as the option to

extend the time allowed for an exam) only when permission is
given via a documented or verbal procedure from Pearson VUE.
Report unusual or suspicious activity via the VSS Web site Incident
Reporting system.
Respond with complete, accurate and timely information during an

investigation of unusual activity.

Test Center Roles
Depending on the size of a test center, a center may have different
people performing different roles or a few people may perform multiple
roles.
 The Test Center Administrator is responsible for the day-to-day

processing and monitoring of candidates.
 The Technical Contact is the person responsible for helping set

up the test center and the Pearson VUE Testing System software.
This user will be mainly interested in the information contained in
the installation guide.
 The Test Center Manager/Business Owner is the person

ultimately responsible for managing the test center. This person is
responsible for overall test center quality and security.

Security
Pearson VUE is the global leader in the high-stakes testing business.
As the leader, we are committed to providing a secure environment in
which to conduct this business on behalf of our exam sponsors.
Test Centers are responsible for maintaining the security of exam

content and testing-related materials at all times. A high level of
security is essential for upholding the reputation of your test center
and for protecting exam content, which is owned by the individual
exam sponsors. Failure to protect the sponsor’s exam content
degrades the value of their certifications and puts your center and
Pearson VUE at risk of losing the right to deliver their exams.
Please work with us to provide a high level of security at your test

center by following the policies and procedures described throughout
this guide. If you become aware of any security violation at your test
center or at any other center, please report it to Pearson VUE
immediately.
Some important examples include:
Test center facilities
Equipment and software, including workstations and laptops
Test center personnel and candidates
The security of the examination process
Sponsors’ intellectual property (including test questions and

answers)
Employee, candidate and customer information
Your organization may have a written security policy or privacy policy.

If so, you should become familiar with these and follow them at all
times.
For more information about how to maintain security at the test

center, see, "Maintaining Security."

Guidelines for Test Center Corrective Action
If your test center is found to be below acceptable levels of quality
and/or test security, we put your center on a corrective action plan,
which can include suspension of exam delivery. As a last resort, your
test center will be inactivated and the Test Center Agreement will be
terminated.
The following sub-sections provide guidelines for corrective action in

response to an incident that violates quality or security of exam
delivery. The violations and corrective actions listed are examples, and
additional corrective actions may be taken such as requiring you to
send us your log sheets on a regular basis or to recertify the Pearson
VUE administrator.
One action that may be taken is to suspend exam delivery at your test
center. A suspension may last for days, weeks, months or as long as
necessary to indicate that improvement has been made. If an incident
is repeated after a suspension is lifted, the next step may be to end
the business agreement. The actions of suspension and termination of
the Test Center Agreement can be communicated verbally and will be
confirmed in writing via a VSS Incident Report, email message or
letter to the test center.
Disclaimer
The section describing corrective actions is intended for guidance
and general informational purposes only. It does not extend,
restrict or modify the rights or remedies of Pearson VUE or the test
center under the Test Center Agreement.
One or More Warnings Before Suspension or

Termination
 Test center closed during scheduled exams
 Failure to contact Pearson VUE regarding long-term unavailability
of test center
 Failure to contact VSS when technical problems affect exam
delivery
 Not requiring candidates to sign in/out on the Pearson VUE log
sheet
 Failure to check candidate identification as required
 Failure to have candidates sign Candidate Rules Agreement
 Not updating contact details in Site Manager
 Sharing passwords
 Administrator on staff is not Pearson VUE certified
 Staff members who are not Pearson VUE certified logging into
Delivery Manager
 Extending length of exam without approval from Pearson VUE

 Restarting an exam without approval from Pearson VUE
 Failure to collect and clean erasable noteboards
 Repeated failure to return exam results within 24 hours of exam
delivery
 Allowing candidates to take personal items into testing room
 Failure to update software by required deadline
 Charging candidates an administration or sitting fee
 Failure to meet minimum facility requirements
Immediate Suspension
 Repeated warnings or failure to implement required corrective
actions or other instructions provided by the Pearson VUE Channel
Quality team
 Failure to properly and continuously monitor candidate
 Failure to report address change to Pearson VUE
 Failure to send requested log sheets to Pearson VUE within

communicated deadline
 Staff taking exam(s) without Pearson VUE certified administrator

proctoring the exam(s)
 Delivery of exams between the hours of midnight and 6 a.m. local

time.
 Allowing unauthorized access to Pearson VUE exam delivery

workstations or to exam content
 Failure to adhere to sponsor rules and retake policies
 Failure to return exam results, requiring candidate to retest
 Not compensating candidates for serious inconvenience caused by

center’s failure to follow required procedures
Immediate Termination and Report to Exam

Sponsor(s)
 Assisting candidate with answering exam items
 Allowing candidate to possess notes or other prohibited items
during exam delivery
 Failure to report observed candidate cheating to Pearson VUE
 Unauthorized mobile testing
 Providing incomplete, incorrect or misleading information to
Pearson VUE
 Failure to correct violations
 Any deliberate misuse of the Pearson VUE™ Testing System or
copying or disclosure of exam content

 Any fraudulent, unethical or criminal behavior that adversely
affects Pearson VUE or its exam sponsors

Pearson VUE Certified
Administrator
This chapter describes the roles and responsibilities of the Pearson
VUE Certified Administrator, what is required in order to become an
administrator, and how to resign administrators from the position
when they move to a new role.
This chapter contains the following sections:
Administrator Welcome ............................................................. 23
Administrator Roles and Responsibilities ...................................... 24
Becoming a Pearson VUE Certified Administrator ........................... 26
Resigning an Administrator ........................................................ 29

Administrator Welcome
The Pearson VUE Certified Administrator holds a key position within
the exam delivery process. If you are reading this, then you are
probably that person. Pearson VUE would like to give you a warm
welcome. We sincerely hope that this document will help you start
your new role with confidence and give you a basic understanding of
the variety of important tasks for which you will be responsible. If any
of the information in this document is not clear to you, please do not
hesitate to pick up the phone and call us at one of the telephone
numbers listed at the front of this guide.
The testing administrator is arguably the most important

person within the Pearson VUE testing network. Because the Test
Administrator is often the first person with whom testing candidates
interact, it is important that he or she is thoroughly trained on the
applications and procedures necessary to carry out the registration and
testing functions. As a best practice, your test center group should
train and certify more than one testing administrator so that a backup
is always available.
As a Pearson VUE Certified Administrator, you will be responsible for
managing the exam delivery process. This means you will learn how to
use the Pearson VUE™ Testing System applications, including Site
Manager, Admissions Manager, Registration Manager, and Delivery
Manager.
You will also be welcoming, checking in and monitoring candidates.
This requires skillfully combining friendliness with a "no nonsense"
attitude towards candidates, so that candidates know they are in a
professional environment in which the testing process is taken
seriously. You will be ensuring that candidates have a pleasant and
comfortable testing environment, in which they have the opportunity
to do their best. You will be safeguarding exam security by, for
example, ensuring that candidates do not remove questions or
answers from the testing room and that notes candidates take during
the exam are promptly erased. By performing these tasks, you will
help both your test center and Pearson VUE maintain a reputation for
quality and integrity.
As you can see, you have an extremely important role to play.
Although your tasks can seem overwhelming at first, we want to
assure you that Pearson VUE is here to assist you at all times. Our
goal is to help you perform your role to the best of your ability and to
help make it an enjoyable experience for you. This guide provides you
with everything you need to know about running a Pearson VUE™
Authorized Center. To make sure that you are comfortable in your
role, Pearson VUE will arrange a training call with you to go over the
most important policies and procedures and to answer any questions
you may have before your test center is activated. Welcome and good
luck! We know you will do great.

Administrator Roles and Responsibilities
After you have become a Pearson VUE Certified Administrator, you will
be responsible for fulfilling the duties associated with operating a test
center on behalf of your test center, Pearson VUE, and the exam
sponsors. Your responsibilities are described in this section.
General Responsibilities
Adhere to the exam sponsor pricing at all times when registering
and scheduling candidates for exams in Registration Manager.
Neither Pearson VUE nor any Pearson VUE test center is allowed to
resell exams or deviate from the prices that are listed in
Registration Manager.
Be professional and courteous at all times.
Create a comfortable, pleasant environment for the candidate.
Keep the contact information in Site Manager up to date by

creating accounts for new administrators and deleting accounts
that are no longer needed.
Follow the candidate check-in steps as specified in the Admissions

Manager application. Only Pearson VUE Certified Administrators
may check in candidates for exams.
To ensure that neither Pearson VUE nor your test center is liable,
always verify that candidates take the intended exam. Sometimes
candidates register for the wrong exam. When checking in a
candidate, always ask him or her to verify the candidate name and
exam name shown in the Admissions Manager window. Before you
show candidates how to start an exam, have them verify the
candidate name and exam name shown in Delivery Manager.
Know your user ID and password for the Pearson VUE applications
you are authorized to use.
Keep all candidate and exam information confidential.
Maintain order and quiet in the testing room.
Monitor every candidate during EVERY testing session, for the

entire testing session. Only Pearson VUE Certified Administrators
may monitor exams.
Report all incidents by completing an Incident Report.
Respond to Incident Reports when necessary, as described below.

Incident Reporting Responsibilities
Test Administrators are responsible for addressing incidents that are
assigned to them through the Incident Reporting (IR) system available
on the VSS Web site. For example, an administrator may be assigned
an incident related to missing candidate results. An administrator could
also be assigned incidents related to customer service, such as a
negative Report Card survey or a candidate reporting that the test
center was closed when he or she arrived for an exam. In these cases,
the administrator may be required to provide details about the incident
and then discuss it with someone in the Channel Quality group at
Pearson VUE.
Whenever you are required to address an incident, you will receive an

email message. This lets you know that you need to log on to the VSS
Web site, find the Incident Report, and determine what needs to be
done. Depending on the incident type, you should either update the
Incident Report with detailed information or call VSS to get help in
handling the incident.

Becoming a Pearson VUE Certified
Administrator
The manager of a test center determines who will become a Pearson
VUE Certified Administrator. However, exam sponsors may also have
requirements or restrictions on administrators. For example, test
center personnel who are participating in a certification program from
some Pearson VUE exam sponsors are restricted from becoming a Test
Administrator. For details on any exam sponsor restrictions, refer to
the Exam Sponsor Guide.
Pearson VUE has developed a certification program to verify that each

Test Administrator is familiar with day-to-day administration
procedures and is able to respond quickly and appropriately to typical
situations. There are two steps in the certification process:
Pearson VUE Administrator Certification Exam -- Test

Administrators are required to pass the Pearson VUE Administrator
Certification Exam to become a Test Administrator and recertify
each year. The exam tests knowledge of Pearson VUE applications
and test center policies and procedures. This exam is the exam
sponsors’ assurance that only qualified administrators will be able
to deliver their exams.
Rules of Conduct and Certification Agreement -- Test

Administrators must read the Rules of Conduct and Certification
Agreement that appears at the beginning of the Administrator
Certification exam. This agreement outlines the roles and
responsibilities of the Test Administrator. By agreeing to the terms,
an administrator acknowledges that he or she understands and
agrees to uphold these rules of conduct. Violating the agreement or
engaging in misconduct may result in deactivation or termination
of a test center’s agreement with Pearson VUE. You will not be able
to complete the Certification exam without agreeing to the Rules of
Conduct.
A copy of the Rules of Conduct and Certification Agreement

appears at the end of this chapter.
Administrator Training
Pearson VUE provides Test Administrators with a training program
consisting of several related pieces. Since these pieces are designed to
be used together, it is important that you go through each piece as
indicated below before taking the certification exam.
Read through all of the Policies & Procedures Guide.
The chapters are designed to familiarize you with the testing

process, the responsibilities of Pearson VUE test centers and the
roles and duties of the Test Administrator. This guide can be found
by logging on to the VUE Support Services (VSS) Web site and by
clicking the Test Center Guide icon at the top of the screen.

The guide describes which tasks need to be performed at your test
center each day. It covers specific procedures that must be
followed when performing tasks such as checking in candidates for
exams.
In addition, this guide provides detailed information on Pearson

VUE’s Site Manager, Admissions Manager, Delivery Manager, and
Registration Manager applications. We recommend that you
actually run the applications while reading about them so that you
can try out the procedures and get thoroughly familiar with the
various screens and options.
Supplemental Training Presentations.
Additional training tutorials have been created to assist in topic

training for the Test Administrator. These tutorials consist of a
series of five training modules that are located on the VUE Support
Services (VSS) Web site in the Downloads icon in the Training
Materials category. These courses provide information on
administering exams in Pearson VUE Authorized Test Centers.
When you open the document, maximize the screen (if necessary)
to view the presentation. Content for some of the trainings will
appear and advance automatically, so please wait for all of the
content to appear on the slide before moving to the next slide.
Some trainings require you to download the file so refer to the
special instructions called "Instructions for VSS Downloading
Training Materials" found under the same Training Materials
category.
Participate in a training call (if applicable).
Depending on what training is required for your test center, you

may need to participate in a training call. During a training call,
you review Pearson VUE policies and procedures and verify that
you are authorized in the Admissions Manager application to
deliver exams. To schedule a training call, contact Pearson VUE.
Note: Pearson VUE will contact PVTC Selects for a training call.
Take the Pearson VUE Administrator Certification Exam.
The following sections describe the exam and explain how to

register for it.
Preparing for the Certification Exam

The Pearson VUE Administrator Certification Exam tests your
knowledge of the skills you will need to use on a daily basis to
administer and deliver exams at your test center. To prepare for the
exam, study this guide until you are thoroughly familiar with the
Pearson VUE applications and with the policies and procedures.
The Administrator Certification Exam covers the following topics:
General Responsibilities
proper testing environment

proctoring requirements
who to contact for help and when
log sheet requirements
factors affecting a candidate’s performance
Incident Handling and Reporting
dealing with inappropriate behavior
processing late arrivals and no shows
problems with delivering exams
when and how to complete an Incident Report
Pearson VUE Applications
Site Manager, Admissions Manager, Delivery Manager, and
Registration Manager features
using equipment such as cameras and signature pads
printing the daily schedule
identifying and knowing when to use the override options
printing the score report
how candidates can register for exams
Candidate Orientation
sign-in and sign-out process
log sheet requirements
candidate rules
VSS Web Site
how to access the site
which services are available through the site
Scheduling the Certification Exam

When you are ready to take the certification exam, use Registration
Manager to register yourself for it. If you are not sure how to do this,
please contact your local VSS team.
Be sure to schedule the exam at a time when you will not be

interrupted with other tasks. You can use this guide for reference while
you take the exam.

Resigning an Administrator
You may need to resign a Pearson VUE Test Administrator in the
following cases:
An administrator leaves your test center.
An administrator begins a certification program with one of the

exam sponsors which do not allow certification candidates to
proctor their exams.
To ensure security at your test center, follow these steps to

resign an administrator:
1. To send Pearson VUE information about the resignation,

open a VSS Incident Report on the VSS Web site. Include
the administrator’s name, the reason for the resignation and
the date of resignation.
2. If the employee is leaving your test center, delete his or her

name from the Personnel category in Site Manager. If the
employee will continue to make registrations but will not
administer or proctor exams, you can simply remove the
"May admit candidates and deliver exams" permission from
his or her account in Site Manager.
Refer to "Setting up User Accounts, Passwords, and Permissions

(Personnel)."

Pearson VUE™ Certified Administrator
Rules of Conduct and Certification Agreement
As a Pearson VUE® Certified Administrator, I will adhere to the following rules of conduct to
ensure a secure and properly proctored testing environment. I agree to:
 Maintain the security of the Pearson VUE® Testing System applications, exams and exam
data, keeping my username and password strictly confidential and not allowing access to
unauthorized persons.
 Maintain the confidentiality of candidate information.
 Not to disclose or use any information obtained in performance of my duties for personal
reasons.
 Not administer exams for programs in which I hold or intend to pursue a certification or are
a certified instructor, unless restrictions apply, as described in the Exam Sponsor Guide.
One such example is a Certified Administrator shall not administer a Cisco exam if they hold
a certification or are a certified instructor, including those that intend to pursue a
certification.
 Comply with recertification requirements by annually completing a Pearson VUE
Administrator certification exam.
 Not take exam sponsor certification exams at any testing center except when proctored by
another Pearson VUE® Certified Administrator.
 Ensure that all candidates are admitted in accordance with secure check-in procedures and
monitored continuously throughout the entire exam session.
 Not provide exam materials or access to exam materials to anyone other than candidates
registered and admitted to take an exam under secured and proctored conditions.
 Not assist any candidate with answering exam questions.
 Not discuss, disclose, communicate or copy exam questions and answers with anyone by
any means, nor encourage or permit others to do so.
 Immediately report to Pearson VUE any unusual or suspicious behavior by any testing
candidate, coworker or visitor in the testing center.
 Follow all other requirements of the Pearson VUE Authorized Center Agreement, Policies &
Procedures Guide, and Exam Sponsor Guide, and comply to the best of my ability with
Pearson VUE exam administration regulations.
I understand and agree to these Rules of Conduct and will adhere to them at all
times. If I violate these rules, or am suspected of any misconduct in relation to the
delivery of exams or test center operations, I understand that Pearson VUE and its
exam sponsors reserve the right to invalidate the results for any exams that were
involved or affected. Furthermore, any violation or misconduct may also result in
termination of Pearson VUE Authorized Center Agreement with Pearson VUE and may
be subject to local laws under which Pearson VUE or its exam sponsors may
prosecute me to the fullest extent allowed by the law.
Please indicate whether you agree or do not agree to the terms above. By choosing "Agree,"
you agree to abide by the rules set forth above. By choosing "Do Not Agree," you are indicating
that you do not agree to the terms, and therefore are ineligible to take the exam.
If you select "Agree," a copy of this agreement will be printed upon completion of this exam.

Managing Your Test
Center
This chapter provides a variety of information you need to manage
your Pearson VUE™ Authorized Center, from providing a suitable
testing environment for candidates to updating your center’s
information in Site Manager.
Office layout and environment .................................................... 33
Facility requirements................................................................. 33
Additional requirements for PVTC Selects ..................................... 35
Requesting client security certificates for Site Manager .................. 38
Choosing a digital certificate ...................................................... 40
Removing a client security certificate........................................... 44
Changing center information in Site Manager ................................ 46
Opening and closing Site Manager............................................... 46
Entering address information and directions (Location tab) ............. 49
Entering directions to the test center ........................................... 52
Entering address information and directions to the test center in

another language ..................................................................... 53
Changing your test center’s name ............................................... 56
Specifying when your center is open and closed (Hours tab) ........... 57
Exams tab ............................................................................... 66
Setting up user accounts, passwords, and permissions (Personnel) .. 67
Setting up contacts ................................................................... 90
Setting up software retrieval (Updates tab) .................................. 92
Specifying your center’s assets ..................................................100
Specifying your center’s workstations .........................................103

Workstation asset binding ......................................................... 114
Working with other centers in your site group (affiliates tab) ......... 115
Setting up site groups ..............................................................117
Working with other centers in your site group .............................. 117
Site termination ......................................................................120

Office layout and environment
The following sections provide information on facility and environment
requirements that your test center must follow in order to deliver
exams through Pearson VUE.
PVTC Selects have additional requirements they must follow. For

more information, see "Additional requirements for PVTC Selects."
Facility requirements
Test centers are required to provide a distraction-free, secure testing
environment with continuous candidate surveillance. If your test
center is already administering exams, the layout of your office may
be sufficient as long as it meets the requirements below. If you are
setting up a new test center, the exact layout will vary depending on
the physical space available and on the number of candidates that will
be accommodated. For more information, or for assistance in planning
a new testing area, contact your local Pearson VUE office.
Testing can be a stressful experience for many candidates. Even

minor noises near the testing room can cause a candidate to feel
distracted. Throughout this section, you will find various tips to
help you create an environment that will minimize noise
distractions.
If there is obvious noise, such as building construction, when a

candidate is ready to take an exam, ask the candidate whether he
or she will be affected by the noise before the exam is started. If
the candidate chooses to go ahead and take the exam, complete
an incident report for documentation purposes.
The following minimum requirements must be met when setting up a

test center:
Test center building & surrounding area
 Provide adequate parking and/or access to public transportation.
 Provide access to people with disabilities, in compliance with the

Americans with Disabilities Act of 1990 (in the United States) or
your country-specific requirements.

Candidate check-in and waiting area
 Provide an area separate from the testing room for checking in

candidates. There should be a workspace for the test administrator
where the computer that will serve as your administration
workstation is located. There should also be seating for candidates
who are waiting.
 Provide lockers or other suitable storage for personal belongings,

such as a lockable file cabinet, closet or backpacks with locks. The
candidate cannot take items such as pagers, paper, books and
briefcases into the testing room. See "Storing personal belongings"
for details.
Note: Pearson VUE Authorized Test Center Selects (PVTC Selects)

are required to have one locker per delivery workstation for
storage of personal belongings. Each locker must have its own key
that is provided to the candidate. Lockers do not need to be in the
check-in area but must be outside of the testing room.
Note: PVTC Government Centers that are correctional facilities

are not required to provide locked storage in the check-in area or
testing room. Instruct candidates to store any personal items away
from the testing area.
Testing room area
 Provide an enclosed, professional environment that is clean,

comfortable, smoke-free and conducive to testing.
 Place the exam delivery workstations in a permanently enclosed

area that is separate from the rest of the office space. It should be
in a low-traffic area away from any training rooms in use to avoid
the sounds of students talking and moving to and from the
classroom. Also, avoid placing the testing room near an area where
people gather, such as a student cafeteria or busy corridor.
Tips:
o Insulate the testing room to minimize noise. In addition to

insulated walls, an insulated ceiling will help minimize noise.
o Commercially available acoustic privacy systems (or "white

noise" generators) use sound-masking technology to effectively
mute external noise. These may be helpful in areas where
traffic or street noise is sometimes a problem.
 Provide adequate lighting and ventilation, along with comfortable

seating and work surfaces. Room lighting should provide sufficient
light for keyboard and noteboard while avoiding screen glare.
 Place each delivery workstation on a clean surface that has no

obstructions overhead and underneath. The desk space established
for each workstation should approximately measure four feet (1.2
meters) wide. Only one workstation should be placed on each four
feet (1.2 meter) of space.

 Separate candidates within the testing room. Separate delivery
workstations using permanent walls or privacy partitions, or at
least four feet (1.2 meters) of empty space on all sides.
 Pearson VUE Authorized Test Center Selects (PVTC Selects)

are required to have permanent partitions or walls that are at least
1.5m (5’) in height and extend outward from the wall at least 1.2m
(4’). Desktop partitions are acceptable as long as the height
measured from the floor is at least 1.5m (5’), and the width
measures outward from the wall is 1.2m (4’).
Note: Though not required at Pearson VUE Authorized Test

Centers (PVTCs), Pearson VUE recommends PVTCs to use
permanent walls or partitions, which will create privacy and also
absorb sound between workstations. Refer to the guidelines above
if your site decides to use walls or partitions.
 Monitor positions should be adjustable in order to allow each

candidate to establish a comfortable testing position.
 In order to proctor candidates, provide a clear glass viewing

window or wall, live feed video surveillance system, or seating for a
test administrator within the testing room. Whichever surveillance
method is used, it must allow an unobstructed view of each
candidate (including their hands) within the testing room. See
"Proctoring an exam" for more information.
Note: Pearson VUE Authorized Test Center Selects are required to

have a video surveillance system for proctoring.
Note: Multiple proctors are required to monitor exams if more than

15 candidates are taking an exam at one time (1 proctor per 15
candidates).
 In the testing room, remove equipment such as printers, fax

machines, copiers or telephones while testing is in progress.
 Minimize noise and distractions during testing.
Tips:
o While testing is in progress, place a sign alerting people in your

office to be especially quiet near the testing room. For example,
you might post a sign that says: "Quiet! Testing in Progress."
o Headphones that cover the entire ear are successful in blocking

most sounds. They should not be connected to any device.
Some candidates prefer to use earplugs, although they are
uncomfortable for some people.
Additional requirements for PVTC Selects

This section is applicable at PVTC Selects only. For more
information about the differences between a PVTC and PVTC Select,
see "About the test center network."

The following are additional facility requirements that Pearson VUE
Authorized Test Center Selects (PVTC Selects) must adhere to:
The building where the PVTC Select test center is located must be
suitable by local standards for professional testing and approved as
such by Pearson VUE.
The Pearson VUE file server must be secured in a separate locked

room or data closet at all times.
The building signage must clearly indicate the location of the test
center within its building and/or the surrounding area.
The area where candidates wait to be admitted should have

adequate seating. And the area where candidates are admitted
should be separate from but near to the testing room.
There must be enough space at the administrator’s workstation for

all admissions equipment and audio/video equipment. It is
recommended that the monitor sit on the DVR to save desk space.
There must be convenient access to a washroom/toilet facility;

either within the test center or the same facility as the test center.
Preferably, the washroom/toilet facility should be on the same floor
or as close as possible to the testing room.
A comfortable, height-adjustable, office-style chair must be

provided for each delivery workstation.
PVTC Selects must also meet site availability requirements. Follow the
guidelines below:
Be open a mutually agreed upon minimum number of days per

month. The requirement will vary by test center based on the
volume of testing at the site. Pearson VUE will inform the site of
their minimum requirements. However, provided the site is open
for testing at least a couple days a week, the site should already be
meeting requirements.
To ensure the PVTC Select site does not fall below requirements,
PVTC Select sites must inform their Pearson VUE Point of Contact
immediately whenever the site,
o Closes on a day it is normally open; this may be due to certain

circumstances that occur which result in the test center being
closed unexpectedly
o Reduces test center open hours
Pearson VUE will work with you to help keep your test center open
or will work with the exam sponsors to get candidates rescheduled,
if necessary.
It is very important that a PVTC Select site’s availability rules are
accurate and updated if the test center hours change. Make sure to
enter all availability rules as soon as you know the date that your
test center will be open. It is very important that candidates do not
get scheduled on days that the site will be closed. Exam sponsors
have strict reschedule policies, and it may be difficult for
candidates to reschedule without penalty.
PVTC Selects are required to have at least two certified
administrators on staff. This helps test centers to cover days
when an administrator is unexpectedly sick or otherwise
unavailable. One administrator must be present at all times during
exam delivery.

Requesting client security certificates for Site
Manager
Client security certificates enable you to securely access a variety of
Pearson VUE systems, such as Site Manager. Each test administrator
must install a client security certificate for each web browser in each
workstation that the administrator will be using to access Site
Manager. You cannot access the Site Manager application on a
workstation without an installed client security certificate issued
specifically to you.
For example, if the test administrator is using one workstation and two
web browsers to access Site Manager, such as Internet Explorer and
Mozilla Firefox, then two client security certificates need to be issued
for the administrator in that workstation. However, if the test
administrator is using two workstations and two web browsers in each
workstation, then four client security certificates need to be issued for
the administrator. Two of the four certificates would be used for one
workstation and the other two would be used on the second
workstation.
A client security certificate expires after one year. You will receive
an email reminding you to request a new certificate 30 days before
the certificate expires.
To request a client security certificate, follow the steps below:
1. Log in to the VSS website.
2. On the initial screen, select the Client Security Certificate

link in the System Stats table.
A confirmation screen appears after you click the link.
3. Click the Request a Client Certificate button.

After you click the Request a Client Certificate link, an approval
screen appears indicating that the request has been sent and is
awaiting approval. However, if a problem occurs and you do not
see the approval screen, you must contact VSS for assistance.
When you return to the VSS home page, The System Stats table
now displays, "You currently have a pending client certificate
request." Once your request is approved, you will receive an
enrollment email with instructions on how to download the client
security certificate.
4. In the email you receive to download the client security

certificate, click on the provided link to access the Pearson
VUE Certificate Services website.
Make sure to access the link in the web browser that requires the
client security certificate. In most cases, the link will open the
website in the default web browser set up for the workstation. If
you need to access the link in different web browser, copy the link,
open the web browser, paste the link in the Address bar, and then
hit Enter.
Before accessing the Pearson VUE Certificate Services website,

make sure TLS (Transport Layer Security) is enabled on the web
browser which you are requesting a client security certificate for.
To enable TLS on Internet Explorer:
A. Open the Internet Explorer web browser.
B. On the Tools menu, click Internet Options. The Internet

Options dialog box appears.
C. Click the Advanced tab, and then select the Use TLS 1.0
check box if it is not already selected.
D. Click OK.
To enable TLS on Mozilla Firefox:
A. Open the Mozilla Firefox web browser.
B. On the Tools menu, click Options. The Options dialog box

appears.
C. Click Advanced, and then select the Encryption tab.
D. Select the Use TLS 1.0 check box if it is not already selected.
E. Click OK.
5. Once you are in the Pearson VUE Certificate Services

website, follow the instructions on the screen to download
the certificate.
For more information about this process, see the installation guide.
6. After the client security certificate is installed successfully,

you can access the Site Manager application by following
the instructions in "Opening and closing Site Manager."
Choosing a digital certificate

Every time you access the URL to the Site Manager application, a
certificate window appears asking you to choose a certificate to
authenticate, such as the one shown below from the Internet Explorer
web browser.
You can set up the web browser to automatically select the client
security certificate every time you access the URL to Site Manager
only if one client security certificate is installed for the browser on
the workstation.

If there is more than one client security certificate issued for the
web browser on the workstation, then you must select which
certificate to use every time you access Site Manager.
To set up either the Internet Explorer or Mozilla Firefox web browser to

automatically select a client security certificate every time you access
Site Manager, follow the steps below:
Internet Explorer
1. Open the Internet Explorer web browser.
You can open the web browser by either double-clicking the

Internet Explorer icon located on the desktop or by following the
procedure below:
Click the Start button, point to All Programs, and then click on
Internet Explorer.
2. On the Tools menu, click Internet Options.
The Internet Options dialog box appears.
3. Select the Security tab, and then click the Custom Level
button.

4. In the Security Settings – Internet Zone dialog box, scroll
down until you see "Don’t prompt for client certificate
selection when no certificates or only one certificate exists."
The dialog box does not allow you to expand the window so that
you can see the entire name of the option. You can hover the
mouse over the option to see the entire name.
5. Select Enable under "Don’t prompt for client certificate

selection when no certificates or only one certificate exists,"
and then click OK.
A warning message may appear asking you to verify the change.

Click Yes.
6. Click OK to close the Internet Options dialog box.

Mozilla Firefox
1. Open the Mozilla Firefox web browser.
You can open the web browser by either double-clicking the

Mozilla Firefox icon located on the desktop or by following the
procedure below:
Click the Start button, and then point to All Programs. Point to
Mozilla Firefox, and then click Mozilla Firefox.
2. On the Tools menu, click Options.
The Options dialog box appears.
3. Click Advanced, and then select the Encryption tab.
4. In the Certificates area, select the "Select one

automatically" option under "When a server requests my
personal certificate."
5. Click OK.

Removing a client security certificate
Client security certificates expire after one year. Once you have your
new certificate, you will need to remove the expired security
certificate. You will also need to remove client security certificates for
users whose accounts have been removed from Site Manager.
Follow the steps below to remove a certificate:
1. Open Internet Explorer.
2. In the menu bar, click Tools then select Internet Options.
3. Click on the Content tab. Select the Certificates button.
4. In the Certificates window, select the expired certificate and

click the Remove button. Click close.

Changing center information in Site Manager
After you install your Pearson VUE™ Testing System, you use Site
Manager to enter information about your test center, create user
accounts for your center’s employees and set up assets for each exam
delivery workstation. This section describes how to create, delete and
edit the Site Manager information. For example, you may need to
change your center’s hours, create a user account or create a
workstation asset.
To run Site Manager, your Pearson VUE user account must be

authorized to use the application as described in "Setting up user
accounts, passwords, and permissions (personnel)."
For security reasons, Site Manager should never be left running

unattended. When you take a break, go to lunch, end your work
day or leave the test center for any period of time, be sure to
log out of all applications you have logged in to. The test
administrator who is currently registering, proctoring and/or
administering exams must log into the applications with their
personal username and password.
Opening and closing Site Manager

Follow these steps to open Site Manager:
You must have the May use the Site Manager application
permission assigned to your account in order to use Site Manager.
For more information, see "Setting up user accounts, passwords,
and permissions (personnel)." Test administrators who do not have
the permission can only view the Edit User: Account screen after
signing in to change their password and security questions. They
will not have full access to the Site Manager application.
A client security certificate is required in order to access the URL to

Site Manager. Each test administrator must apply for and install a
client security certificate for each web browser and workstation
that he/she uses to access Site Manager. For more information
about client security certificates, refer to "Requesting client
security certificates for Site Manager."

1. Using your web browser, navigate to the Site Manager
application using the following URL:
https://apps.pearsonvue.com/site/
OR
Click the Start button on the Windows taskbar and choose

All Programs | VUE Applications | Site Manager. This will
launch a web browser directly to the URL.
A certificate window appears asking you to choose a certificate.

You must select the client security certificate issued to you, and
then click OK. You can set up the web browser to automatically
select a certificate each time you access the URL (only if you have
one certificate issued on the workstation). For more information,
see "Choosing a digital certificate."
The following sign-in page appears after you select a client security
certificate:
2. Type your username, password, and Site ID for the Pearson

VUE applications.
If you need assistance with the sign in, click the Need Help? link.
3. Click the Sign In button.
If this is your first time signing in to Site Manager or if your

password was reset, you will be prompted to change the password.
For more information, see "Setting up user accounts, passwords,
and permissions (personnel)." You will also be prompted to change
the password if it is expired.
Once you sign in, Site Manager opens. Whenever you open Site
Manager, the Calendar tab under the Availability category is
displayed. Refer to the following sub-sections for information on
other Site Manager features and windows.

An administrator’s account is locked after he or she tries to sign
in three times and is unsuccessful. Contact a test administrator
from your site with the permission to unlock accounts, or use
the Account Recovery Tool to manually reset your password
and unlock your account.
The Account Recovery Tool requires you to reset your

password in order to unlock your account. If you would like to
keep your password, contact a test administrator from your site
who can unlock accounts. For more information on how to
unlock a user account, see "Locking or unlocking a user
account."
To close Site Manager, click the Sign Out link located at the top right-
side of the screen.
When you sign out of Site Manager, the sign in page appears. You may
then close the web browser.
If you are signed in to Site Manager and have been inactive in the
application for 15 minutes, Site Manager will automatically log out,
and the following screen appears:

As the message states, any unsaved changes will not be saved.
After you click OK, you are brought back to the sign-in page.
Entering address information and directions

(Location tab)
The Location tab under the Settings category contains the site
name, address, phone number, fax number and directions for your test
center. All of this information is used frequently by Pearson VUE and
by testing candidates, so be sure this information is up-to-date.
Test centers must enter the address and directions in the default
language (English). In addition, you can enter and edit the address
and directions to your test center in another language. You must know
the language in order to use this feature. For more information, see
"Entering address information and directions to the test center in
another language."
Follow these steps to make changes to your site address information:
If you are moving your test center, you must contact Pearson VUE
before making any changes to the address information in Site
Manager. For more information, see "Moving your test center to a
new location."
1. In Site Manager, click on the Settings category, and then

click the Location tab.
The Location tab displays the address and directions information

for your Test Center. Select the language in the menu on the left.
The default language is English.

2. Click the Address tab.
3. Click the Edit button located on the right.
The Edit Address screen appears.
4. Type in your test center’s complete address and city in the

corresponding boxes.
The Test Center name and country location is not editable. If

your test center name changes, refer to "Changing your test
center’s name" for more information. If your test center
location changes, refer to "Changing your test center’s location"
for more information.
5. Choose your state or province in the drop-down list (if

applicable).
6. In the Zip/Postal Code box, type your center’s ZIP or postal

code.
If your test center is located in the United States or Canada, you
must enter the code in one of the following formats:
99999
99999-9999
999999999
A9A 9A9
7. Type your center’s phone and fax numbers in the

corresponding boxes.
If your test center is located in the United States or Canada, you

must enter these numbers in one of the following formats:
999-999-9999
(999)999-9999
9999999999
8. Click Save to confirm your changes or click Cancel to discard

the changes you made.
A message appears notifying that you may need to change the

site’s direction information also. For more information on how to
change the direction information, see "Entering directions to the
test center."
9. Click OK to close the Update Directions Notification

message.
The information in the Address tab is now updated.
Moving your test center to a new location
If you are moving your test center, you must contact Pearson VUE
before making any changes to the address information in Site
Manager. Follow the steps below if your test center is moving:
1. Contact Channel Quality at Pearson VUE to create a

Candidate Notification/Accommodation Plan.
This plan ensures that the test center address is changed in the
Pearson VUE system at the appropriate time, so candidates already
scheduled know whether to go to the old or the new location.
2. Submit photographs of the new site to Channel Quality.
All new locations are subject to Pearson VUE approval.
3. Complete the Change of Address form, and fax or mail it to

Pearson VUE. The address and which department to send it
to is provided on the form.
The form is available from the Downloads page on the VSS

website.

Entering directions to the test center
The Location tab under the Settings category in Site Manager allows
you to provide directions to your test center. You are required to
enter directions to the test center. This information is included in
the confirmation letters sent to candidates after they schedule exam
appointments at your center. It is also available on the candidate
website for candidates who are looking for a test center. In addition,
these directions can be viewed in Registration Manager whenever
anyone (such as the call center) schedules an exam appointment for a
candidate at your center.
It is a good idea to include several sets of directions based on how

candidates typically travel to your center. For example, you may want
to include directions from the airport and from the major highways to
your center. In addition, you may want to include parking information.
(If you are familiar with manipulating graphics, you can also link to a
picture in JPEG format. You may need to contact a graphics or web
design professional for help with this.)
Follow the steps below to enter directions to the test center:

click the Location tab. Select the language in the menu on
the left.
2. Click on the Directions tab on the right.
3. Click the Edit button.

The Edit Directions screen appears.
4. In the Directions box, type in the directions to the test

center.
Be sure to enter clear, accurate directions for all of the routes that
a candidate would typically travel to reach your site.
5. Click Save.
A message appears notifying that you may need to change the

site’s address information also. For more information on how to
change the address information, see "Entering address information
and directions (location tab)."
6. Click OK to close the Update Address Notification message.
The information in the Directions tab is now updated.
Entering address information and directions to the

test center in another language
The address and directions of a test center appear on
pearsonvue.com. This website is available to candidates in
languages other than English. You are able to enter and edit the
address and directions to your test center in a language other than
English in order to provide a consistent display for the candidate in
a language they understand. To do this, follow the directions
below:

click the Location tab.
The Default language is English.

2. To create a new language, click the Create New Location
button on the top right.
The Create New Location window appears. Note: Only the

languages in the list are currently available. If you do not see your
language, check back at a later time as new languages will be
added in the future.
3. Select a language and click Next.

Enter the information for your test center in the language you have
selected. Be sure to switch languages on your computer. Keep in
mind that you are entering in and translating the information
already entered in the default language (English). As a result, the
information should be the same across each created language but
in a different language.
Note: Site Manager does not translate the information for you.
Though the field names are in English no matter which language is
selected, you must enter the information for each field in the
language that you select. For example, if you selected Japanese,
then in each field you must translate and enter the information into
the Japanese language.
Mandatory fields are marked with an asterisk.
4. Click Next to enter the directions. Click Save when finished.

Deleting a language
To delete a language, select the language in the menu on the left

and click the delete button on the top right.
Note: Site Manager does not allow you to delete the default
language (English).
Changing your test center’s name

If your test center’s name changes, you need to notify Pearson VUE to
make the change; the center name cannot be edited in Site Manager.
To have the change made, complete the Change of Commercial Name
form and fax or mail it to Pearson VUE. The address and which
department to send it to is provided on the form.
The form is available from the Downloads page on the VSS website.

Specifying when your center is open and closed
(Hours tab)
The Hours tab under the Availability category allows you to specify
the dates and times your test center is open and closed for business.
This information is used to find available exam appointments at your
center when candidates are scheduling their appointments. For
example, if you create a rule specifying that your center will be closed
on a bank holiday, candidates will not be able to schedule an
appointment at your center on that day regardless of whether they are
scheduling at your center, via the candidate website or through the
call center.
When you click the Hours tab under the Availability category, all
open and closed rules created for your site are listed on the screen in a
table format, as shown below. The table includes information about
each rule’s type (either Open or Closed), name, start date, end date,
start time, and end time and on which day(s) during the week the rule
applies.
You can sort the open and closed rules in ascending or descending
order by any of the columns. To do this, click the column name once
or twice and an arrow pointing up (ascending) or down (descending)
appears with the column name. By default, the open and closed rules
are organized by the start date and time. You can also expand the
columns by clicking and dragging the right or left edge of the column
name.

About open and closed rules
It is critical that you establish your test center hours correctly using
open and closed rules as described in this section. If you do not,
candidates may not be able to schedule appointments at your center
when desired. In addition, appointments may be scheduled during
closed times and candidates will arrive to find that your center is
closed. You should create closed rules, such as rules for national/local
holidays, at the beginning of each year so that you do not have to
remember to create closed holiday rules the rest of the year.
Open and closed rules define the hours of operation for your test
center. Open rules define days and hours that your center is
specifically open. Closed rules define days and hours that your center
is specifically closed (such as on holidays or for an emergency). When
the testing system interprets the rules you have created, it first uses
the open rules to determine all of the days and hours that your center
is open. It then looks at your closed rules and subtracts any days and
hours that your center is closed.
Open and closed rules are removed weekly from Site Manager 365
days after the date of the rule is past. When it is removed, it is
permanently deleted from the system and cannot be recovered.
However, rules with no end dates are not removed and will remain
in Site Manager.
Listed below are some tips on creating rules:
Normally, you will have one open rule to define when your center
is generally open, such as Monday through Friday, 8:00 a.m. to
10:00 p.m.
After establishing when your center is generally open, you then

create one or more closed rules to define times within the available
time periods at which you know your center will not be open. For
example, you might create closed rules to specify that your center
is not open on Friday evenings or on New Year’s Day.
You may want to create a closed rule to cover a lunch period each
day, such as from 12:00 p.m. to 1:00 p.m.
When you set up your general open rule, you may not want the
starting time to be the same time at which administrators normally
arrive for work. It is a good idea to allow time for staff to prepare
for the day and to allow for staff running late due to traffic, bad
weather and so on. Also keep in mind that we recommend to
candidates that they arrive 15 minutes before the scheduled
appointment time. As an example, say your administrators
normally arrive at 8:00 a.m. If you allowed 45 minutes for staff
preparation and late arrivals and assume that some candidates will
arrive 15 minutes before the first appointment of the day, you
could have your general open hours start at 9:00 a.m.

Be extremely careful not to create a closed rule if there are already
appointments scheduled during the period you want to close the
center. Before creating a closed rule, check for scheduled
appointments.
The following sections show some sample rules.
Normal business hours
In this example, an Open rule is created called "Normal Business

Hours." This rule specifies that the test center is available for testing
Monday through Saturday, from 7 a.m. to 10 p.m. (Note that if exam
appointments are scheduled at 7:00 a.m., candidates may start
arriving at 6:45 a.m.)
The Start Date is entered for when the open rule will begin, and the
No End Date check box is selected because this rule applies all year
round. Selecting No End Date does not allow you to enter an end
date below the Start Date box.
Closed for a whole day
In this example, a Closed rule is created called "New Year’s Day." This
rule specifies that the test center is closed and unavailable on January
1, 2010.
The All Day check box is selected because the rule applies for the
entire day. The No End Date check box MUST NOT be selected.
Selecting No End Date will close the center everyday.

Closed for part of a day
In this example, a Closed rule is created called "Christmas Eve Day."

This rule specifies that the test center is closed and unavailable
starting at 1 p.m. on December 24, 2010 until 10 p.m. on that date.
The No End Date check box MUST NOT be selected. Selecting No End
Date will close the center between 1 p.m. and 10 p.m. everyday.

Closed one day during specified time period
In this example, a new Closed rule is created called "Summer

Schedule-Closed Saturdays." This rule specifies that the test center is
closed and unavailable on Saturdays from May 22, 2010 through
September 4, 2010. Note that Saturday is only selected in the Day(s)
check boxes to indicate that the closing applies only on that day. The
All Day check box is also selected because the center is closed the
entire Saturday.
Creating or editing an open/closed rule
Open and closed rules are removed weekly from Site Manager 365
days after the date of the rule is past. When it is removed, it is
permanently deleted from the system and cannot be recovered.
However, rules with no end dates are not removed and will remain
in Site Manager.
Follow these steps to create or edit an open or closed rule:
1. In Site Manager, click on the Availability category, and then

click the Hours tab.
The Hours tab displays all open and closed rules you have
previously created.

2. To create a rule, click the Create New Rule button. To edit
an existing rule, select the rule in the list, and then click the
Edit button.
The Create Rule or Edit Rule screen appears.
3. Select either the Open or Closed option to indicate whether

the rule will specify times and days when your center is
open or when it is closed.
You cannot save the rule unless you select one of these options.
4. Type an open or closed rule name in the Name box.

You must enter a name before you can save the rule. Use a name
that clearly indicates the purpose of the rule such as Normal
Business Hours, Christmas Holiday or Center Closed for Repairs.
5. In the Start Date and End Date boxes, type or select a date
for when the rule begins and ends.
When setting up rules for when your center is generally open,

enter only the start date and times, and select the No End Date
check box. If you enter an end date, the rules will be in effect only
until the end date you specified, and you will need to remember to
set up a new rule each time the rule is set to expire.
By default, the current date is automatically entered in the Start

Date and End Date boxes. You must enter the date range for
when the open or closed rule will occur. If the rule applies all year
round, select the No End Date check box.
You can enter dates in one of the following formats:
1/1/03
January 1, 2003
Jan 1, 2003
You can also click the Calendar icons next to the Start Date and
End Date boxes to select a date from a monthly calendar view.
6. In the Start Time and End Time boxes, type or select a time
for when the rule applies during the day.
If the closed rule applies for the entire day, make sure to select the
All Day check box. You can only select All Day for a closed rule
and not for an open rule.

You can select the times using the drop-down list or you can enter
times in one of the following formats in quarter-hour intervals,
such as 8:00, 8:15, 8:30 (if the All Day check box is not
selected):
8:30 a.m.*
4:30 p.m.*
16:00
*You should specify a.m. or p.m. If you do not, then military time
is assumed, and the time automatically changes to a.m. or p.m.
accordingly.
7. In the Day(s) check boxes, select the days during the week
for when the rule applies.
By default, all the days of the week are selected. A check mark in a
box indicates that the rule is in effect on that day. For example, if
you want the test center to be closed every Monday during the
specified date range, then clear all other days but Monday. If the
rule applies on all days of the week, then leave all the days
selected.
The days of the week must fall within the specified date range. If
you entered a start and end date that covers a date range of less
than one week, you must select at least one day of the week that
occurs in the date range you specified.
If you create a rule stating that your center is closed all day for one
day, such as on January 1, 2010, you may want to leave all the
days selected so that the rule is applied no matter which day of the
week January 1, 2010 happens to fall on. Site Manager won’t allow
you to save the rule if at least one day of the week that occurs in
the specified date range is not selected.

the change you made.
Various messages may appear depending on the type of rule you

created and if you do not provide all the required information after
clicking Save.
After you respond to any messages that appear, the open or closed
rule is updated in the Hours tab.

If you set up a rule that makes the test center closed for the
next 45 days or longer, a message will appear asking you to
confirm that you still want to create the rule. If you set up a rule
making the test center closed during a date range when the
center is already closed, a message will appear asking you to
confirm that you still want to create the rule.
Deleting an open/closed rule
When you delete an open or closed rule, it is removed

immediately. Though open and closed rules are deleted from the
system 365 days after the date of the rule is past (except rules with no
end dates), it is a good idea to delete rules when they are no longer in
effect to prevent confusion.
Follow these steps to delete a rule:

click the Hours tab.
The Hours tab displays all open and closed rules you have
previously created.

2. Select a rule in the list, and then click the Delete button.
The following message is displayed:
3. Click Yes to delete the rule.
The rule is removed from the system and no longer appears in the
list.
Exams tab
The Exams tab under the Settings category lists all exam sponsors
and exams for which your center is authorized to deliver exams. This
information is entered in the testing system by Pearson VUE and
cannot be edited on this tab, but it provides you with a current list of
the sponsors whose exams your center may be delivering. Selecting
the arrow next to the client name will show a drop-down list of the
specific exams your test center is authorized to deliver.
If you notice any discrepancies in your list of sponsors, contact VSS or

send an email to pvtestcenterquality@pearson.com.

Setting up user accounts, passwords, and
permissions (Personnel)
The Users tab under the Personnel category in Site Manager allows
you to set up user accounts for the Pearson VUE Testing System
applications. You can enter a user’s contact information, set and
change the password, and choose which applications a user may run.
When you view the Users tab, a list of user accounts already defined
at your test center is displayed. See the image below.
Your user account is bold in the list because you are the user who is
logged in to the application. By default, the list is sorted by last name.
The list includes the following information for each user account:
 Name - This is the full name of the user for the account.
 Username - This is the name the user will use to sign in to all
Pearson VUE Testing System applications to which he or she is
given access.
 Account - This is the status of the account. Either Active,

Expired Password, or Locked displays.
 Create/Edit - This column indicates which user has the May

create and edit (other) users permission.
You can view more information about a user account by displaying the
Detailed View pane in one of the following ways:
 Clicking on the user in the list.

 Balancing the mouse pointer on the right side of the pane, and
then clicking and dragging to the left (see the images below).
1.) Balance and hover the mouse on the right side of the pane
until the image of the mouse pointer changes, as shown below.
2.) Click and drag to the left until the Detailed View pane
expands, as shown below.

 Selecting the Detailed View icon (right icon) above the Name
column if a user is already selected in the list (see the image
below). Selecting the List View icon (left icon) hides the pane.
There are three tabs you can view in the Detailed View pane:
 Profile - Provides general information about the user, such as

the user’s name, phone number, and email.
 Account - Provides login information, such as the user’s

username, password, and security questions. You can also
lock/unlock a user’s account in this tab.
 Permissions - Provides information about what permissions

are enabled for the user’s account in each application. For more
information, see "About permissions."
You can edit the information in each tab by following the steps in
"Editing a user account."
To edit user account information, you must have the May create
and edit (other) users permission assigned to your account as
described in this section. Only one user will be able to have the
May create and edit (other) users permission. If your account
does not have this permission, you can view existing account
information but cannot create, edit, or delete user accounts.
However, you can edit passwords or unlock accounts in the
Account tab if you have the May reset passwords and
lock/unlock user accounts permission.

Clicking the My Account link located at the top right side of the
screen is a quick way to access your user account information in
the Users tab.
The following sections provide more information on how to create,

edit, or delete a user account.
About permissions
The Permissions tab in the Detailed View pane allows you to view
what permissions are enabled for a selected user’s account. The
permissions are sorted by application and are self-explanatory. If a
check box is selected, the user has permission to use that application
or perform that function in the application.
If you have the May create and edit (other) users permission, you
can edit the permissions for each user. You can also create a new user
which requires you to set permissions for the new account.
Note the following when creating a user account or editing the

permissions for a user:
The May admit candidates and deliver exams permission

allows you to use all features available in the Delivery Manager and
Admissions Manager applications. It also allows you to reprint
score reports (refer to "Distributing score reports").

You cannot change your own permissions or other users’
permissions unless the May create and edit (other) users
permission is selected for your account. Only one user at a site
is allowed to have this permission. You also cannot assign the
permission to another user even if you have the May create and
edit (other) users permission assigned to your account. In
order to change the user for this permission, you must contact
VSS.
The May edit software update retrieval schedule permission

allows users to establish rules to modify the default retrieval
schedule or to disable background retrieval. This should only be
done with direction from VSS. Refer to "Setting up software
retrieval (updates tab)."
If you select the May use the VSS web application permission
for a user, he or she can use the same username and password to
log in to both the Pearson VUE Testing System applications and the
VSS website. This allows you to control which of your center’s
users have access to the VSS site. Note that the default name and
password (admin, admin) cannot be used to log in to the VSS
website.
If the user is not a Pearson VUE Certified Administrator, the only
permission he or she can have is May use the VSS web
application.
If your center is part of a site group, the May administer
affiliated sites permission may also be listed in Site Manager.
Refer to "Working with other centers in your site group (affiliated
tab)" for more information.
The May use Updater application permission allows you to use
the Start Manual Update application.
You must have the May use the Site Manager application
permission assigned to your account in order to use Site Manager.
Test administrators who do not have the permission can only view
the Edit User: Account screen after signing in to change their
password and security questions. They will not have full access to
the Site Manager application.
Also, a client security certificate is required in order to access the
URL to Site Manager. Each test administrator must apply for and
install a client security certificate for each web browser and
workstation that he/she uses to access Site Manager. For more
information about client security certificates, refer to "Requesting
client security certificates for Site Manager."
Creating a user account
Your site is required to create individual accounts for each user

of the testing system applications. Do not create generic accounts that
are shared among users. In many cases, it is important to know
exactly which user performed a specific task in the system.
To create a user account, you must have the May create and edit
(other) users permission assigned to your account.

Follow the steps below to create a new user account:
1. Have the new user request a Client Security Certificate if the

user does not already have a certificate.
A client security certificate is required in order to access the URL to

Site Manager, and the new user will need to access Site Manager in
this process. For more information about client security
certificates, refer to "Requesting client security certificates for Site
Manager."
2. Once the user has been issued a Client Security Certificate,

continue onto step 3.
3. In Site Manager, click on the Personnel category, and then

click the Users tab.
The Users tab displays a list of user accounts already defined at

your test center.
4. Click the Create New User button.
The Create User: Step 1 of 3 screen appears with the first step in
the process as shown below. You must provide the required
information in each step to create the user account.

5. Enter the appropriate information in each box for Step 1.
You are required to provide the user’s First Name, Last Name,
Primary Phone, and Email. A red star is located next to each
required field.
You can enter phone and fax numbers in one of the following
formats:
US/Canada Other countries

999-999-9999 99-9-999-999999
(999)999-9999 999999999999
9999999999 99999999999
999-9999999999
6. Click the Next button to continue.
The Create User: Step 2 of 3 screen appears.

7. In the Username box, type the username.
This is the name the user will use to sign in to all Pearson VUE
Testing System applications to which he or she is given access. The
username must be unique for the site. It should resemble the
user’s actual name by giving his or her first initial and full last
name. For example, the username for Mary Wagner would be the
following:
mwagner
8. Click the Next button to continue.
The Create User: Step 3 of 3 screen appears.

You can also click the Back button to return to the first or
second steps in order to modify any information that you
provided in those screens.
9. Select the permissions that the user is allowed to have for

each application.
The permissions are self-explanatory. For more information about

the permissions, refer to "About permissions." If a box is selected,
the user has permission to use that application or perform that
function in the application.
10. Click the Next button to continue or click the Back button to
modify the previous steps.
You can also click Cancel at any time in the Create User screens to
discard the changes you made.
After you click Next in the third step, the user account is created
and a message appears telling you to ask the user to sign in to Site
Manager using the provided username and password on the screen
as shown below.

Make sure to write down the provided username and password.
If you lose this information, you can reset the password for the
new user. For more information, see "Resetting passwords."
11. Click OK.
The new user account now appears on the list in the Users tab. In
the Account column, "Expired Password" displays because the
user needs to sign in to Site Manager to create a new password
and security questions. The account status will change to "Active"
once the user provides this information.
12. If the user has been issued a Client Security Certificate,

have the user sign into Site Manager to create a new
password and security questions.
A certificate window will appear on the screen asking the user to

choose a certificate. The user must select the client security
certificate issued to him/her, and then click OK.
If the user does not have a client security certificate, then have the
user follow the process in "Requesting client security certificates for
Site Manager" to request a certificate.

When the user signs in to Site Manager for the first time with the
generated password, the Edit User: Account screen will appear as
shown below. This is where the user needs to create a new
password and provide security questions before entering Site
Manager for the first time. For more information on how to
construct a secure password, refer to "Password protection (strong
passwords)." For more information about security questions, refer
to "Security questions."
Test administrators who do not have the May use the Site
Manager application permission can only view the Edit User:
Account screen after signing in to change their password and
security questions. They will not have full access to the Site
Manager application.
Editing a user account
To edit a user account, you must have the May create and edit
(other) users permission assigned to your account.
Follow the steps below to edit a user account:


your test center.

2. Select the user from the list.
Once the user is selected, the Detailed View pane displays.
By default, the Profile tab is displayed in the Detailed View pane.
3. Select the tab in the Detailed View pane with the

information you want to edit, and then click the Edit button
located at the bottom right side of the pane.
An Edit User screen appears.

4. Edit the necessary information.
A red star is located next to each box that requires information.

You cannot save any changes if any of these boxes are left
blank.
For more information about Permissions, refer to "About

permissions."
5. Click Save.
The changes are saved, and the information is updated in the tab.
Locking or unlocking a user account
A user can be prevented from signing in to any application without

deleting the user’s account. To lock/unlock a user account, you must
have the May create and edit (other) users or May reset
passwords and lock/unlock user accounts permission assigned to
your account. There will be two people at the test center with the
ability to reset passwords/unlock accounts. You cannot lock/unlock
your own account from within Site Manager.
You may manually unlock your account and reset your password by
using the Account Recovery Tool.
Follow the steps below to lock a user account:


your test center.

3. Select the Account tab on the Detailed View pane, and then
click the Lock Account button located at the bottom of the
pane.

A message appears asking you to confirm that you want to lock the
user’s account.
4. Click Yes.
The user account is now locked.
On the list in the Users tab, the Account column displays

"Locked" for the user.
On the Account tab in the Detailed View pane for the user, you
will now see the following information:
 The date when the account was locked.
 The Unlock Account button located at the bottom of the pane

(Before locking, it was the Lock button).

Your account is locked after you try to login three times and are
unsuccessful. You should contact one of the users with the permission
to reset passwords/unlock accounts, or use the Account Recovery
Tool to manually reset your password and unlock your account.

who can unlock accounts.
To unlock a user account, follow the steps below:


your test center.

3. Select the Account tab on the Detailed View pane, and then
click the Unlock Account button located at the bottom of the
pane.

The Unlock Account screen appears.
4. Ask the user the security questions on the screen.
5. Once the user gives the correct answers, select the "User
has validated the security questions" option.
6. Click Unlock Account.
The user’s account is now unlocked.
Resetting passwords
Passwords can be reset from within Site Manager. If you forget your
password, you must contact one of the test administrators from your
site with the permission to reset passwords/unlock accounts, or use
the Account Recovery Tool to manually reset your password and
unlock your account.

account."
To reset passwords, you must have the May create and edit (other)
users or May reset passwords and lock/unlock user accounts
permission assigned to your account. There will be two people at the
test center with the ability to reset passwords/unlock accounts.
However, you may edit your password. For more information, see
"Editing a user account."
Follow the steps below to reset a user’s password:


your test center.

3. Select the Account tab in the Detailed View pane, and then
click the Reset Password button located at the bottom of the
pane.
The Reset Password screen appears.

4. Ask the user the security questions on the screen.
5. Once the user gives the correct answers, select the "User
has validated the security questions" option.
6. Click Reset Password.
A message appears telling you to ask the user to sign in to Site

Manager using the provided username and password on the screen
as shown below.

Make sure to write down the provided username and password.
If you lose this information, you can reset the password for the
new user again by following the previous steps.
7. Click OK.
8. Have the user sign in to Site Manager with the generated

password.
When the user signs in to Site Manager with the generated

password, the Edit User: Account screen will appear as shown
below. The user needs to create a new password before entering
Site Manager. For more information on how to create a secure
password, see "Password protection (strong passwords)."
Deleting a user account
You can delete user accounts from within Site Manager. Keep in mind
that, once you delete an account, that user will no longer be able to
use any of the Pearson VUE Testing System applications. To delete a
user account, you must have the May create and edit (other) users
permission assigned to your account.
If a user leaves your center or will no longer be using the testing

system applications, delete his or her account as described in this
section.
You cannot delete a user’s account if the user is assigned as a

contact in the Contacts tab under the Personnel category. You
must assign a different user for the contact before you can delete
the account. For more information, see "Setting up contacts."
Follow the steps below to delete a user account:


your test center.
3. Click the Delete button.

The following message appears asking you to confirm the deletion.
Another message may appear instead explaining that the account

cannot be deleted because the user is configured as a contact.
Click OK, and then refer to "Setting up contacts" for more
information. You must assign a different user for the contact before
you can delete the account.
4. Click Yes.
The user account is deleted from the database, and his or her
name is removed from the list in the Users tab.
5. Make sure to remove the user’s client security certificate

from the administration workstation(s) where the user had
access to Site Manager.
For more information on how to remove a client security certificate,

see "Removing a client security certificate."
Setting up contacts
The Contacts tab under the Personnel category in Site Manager
provides general information about your test center and indicates who
should be contacted for specific information, such as contract issues.
Follow the steps below to make changes to the Contacts tab:
The contacts to choose from for each job responsibility are

predefined. Before you can assign Test Center staff as contacts for
each job responsibility, they must have an active account set up in
Site Manager. For more information, see "Setting up user accounts,
passwords, and permissions (personnel)."
You cannot delete a user’s account if the user is assigned as a

contact. You must assign a different user for the contact before you
can delete the account.
Your site is required to keep the list of contacts in Site Manager up to

date.

click the Contacts tab.
The Contacts tab displays the job responsibilities and people

responsible for these tasks at your test center.
2. Click the Edit button located on the left side of the screen.
The Edit Contacts screen appears.
3. Select the person to contact for each job responsibility using

the drop-down lists.
You are required to select a contact for Billing.
The billing contact email address will be used to distribute the

monthly test center statement/invoice. It is the test center’s
responsibility to ensure this information is always up-to-date.
The contacts in the drop-down lists are predefined and cannot be

changed in the Edit Contacts screen. Before you can assign Test
Center staff for each job responsibility, you must enter their
information in the Users tab under Personnel. For more
information, see "Setting up user accounts, passwords, and
permissions (personnel)."

The list is updated in the Contacts tab.
Setting up software retrieval (Updates tab)

IMPORANT: Sites located on United States Federal and State facilities
and military installations do not need to change the default settings in
this tab. Please leave the settings at default.
The Updates tab under the Settings category in Site Manager allows
RMA to retrieve available software update files from the hub while the
test center is closed. Only users with the "May edit software
update retrieval schedule" permission may change or update
the software retrieval schedule. For more information about
this permission, refer to "About permissions."
By default, retrieving updated software is a low-priority task for RMA

that is only performed when the test center is closed. The default
schedule can be modified by adding rules to the software retrieval
schedule. The software retrieval can only be performed when RMA is
not performing other tasks, such as running a maintenance cycle,
preparing events, uploading results, etc.
Rules can be added to modify the default retrieval schedule, but they
do not completely replace the default schedule. For instance, a rule
may be added that allows retrieval to occur when the center is open
but during specified time periods when RMA is not performing other
tasks. Rules can also be added to disallow background retrieval which
prevents retrieval at specified times, even if the center is closed at
those times.
Test center administrators also have the ability to disable background

retrieval. Running RMA and auto update can be done manually if
background retrieval is disabled.

To access the Updates tab, click the Settings category in Site
Manager, and then select the Updates tab. The Updates tab displays
whether Background Updates or Customized Schedule are enabled or
disabled and lists any rules that are set up for the update retrieval.
There are three options the Test Administrator may choose to apply for
background updates:
Option 1 - Disable background updates retrieval completely
Option 2 - Leave the background updates retrieval schedule set to the

default schedule
Option 3 - Modify the default schedule
The following sections provide more details on how to apply the

options.
Option 1 - disabling the background updates
Test center administrators also have the ability to disable background

retrieval. Running RMA and auto update can be done manually if the
background retrieval is disabled.
To disable the background updates, follow the steps below:

click the Updates tab.
2. Click the Edit button.

The Updates screen appears.
3. Select "Disable" for the Background Updates option.
4. Click Save.
The Background Updates retrieval is now disabled.
Option 2 - leaving the background updates retrieval

schedule at default
You can leave the background updates retrieval at the default setting.
By default, the background updates are enabled and the customized
schedule is disabled. This setting allows RMA to retrieve updated
software when the test center is closed.

The default schedule downloads the update when the following two
conditions are met: the site is closed and RMA is not performing
any other tasks (e.g., preparing exams or uploading results).
Option 3 - modifying the default background updates

schedule with rules
Test Administrators can modify the default schedule by either

subtracting or adding windows when RMA can download the update,
regardless if the test center is open or closed. This is done by creating
and defining rules.
Modifying the default schedule should only be done under

the direction of VSS.
To create or edit a rule in order to modify the default schedule, follow

the steps below:

click the Updates tab.
The Updates tab displays.
2. Enable the Customized Schedule if it is disabled.
By default, the Background Updates is enabled and the

Customized Schedule is disabled as shown below.

You can create rules to modify the schedule even though the
Customized Schedule is disabled. However, the rules DO NOT
activate at your test center unless the Customized Schedule is
enabled.
To enable the Customized Schedule:
A. In the Updates tab, click the Edit button.
The Updates screen appears.

B. Select "Enable" in the Customized Schedule option.
C. Click Save.
The Customized Schedule is now enabled.
3. To create a new rule, click the Create New Rule button

located at the bottom of the screen. To edit an existing rule,
select the rule first, and then click the Edit button located at
the bottom of the screen.
The Create Rule or Edit Rule screen appears.

4. Type in the rule name in the Name box.
5. Select Enable in Download option if the rule will allow RMA

to download updates, or select Disable if the rule will not
allow RMA to download updates.
By default, Enable is selected.
6. In the Start date and End Date boxes, type or select a date

when the rule applies or select the No End Date check box.
1/1/10
January 1, 2010
Jan 1, 2010
You can select the times from the drop-down list or you can enter
the times in one of the following formats in quarter-hour intervals,
such as 8:00, 8:15, 8:30 (if the All Day option is not selected):
8:30 a.m.*
4:30 p.m.*
16:00
* You should specify a.m. or p.m. If you do not, then military time
is assumed, and the time automatically changes to a.m. or p.m.
accordingly.

You cannot select All Day if Enable was selected in step 5. This
option is only available for rules that do not allow RMA to download
updates.
box indicates that the rule is in effect on that day. If the rule
applies on all days of the week, then leave all the days selected.
The days of the week must fall within the specified date range. If
you entered a start and end date that covers a date range of less
than one week, you must select at least one day of the week that
occurs in the date range you specified.

Various messages may display if you do not provide all the

required information after clicking Save.
A message may appear asking you to confirm the rule creation

if you set up the rule in the following situations:
 The rule disables the background update retrieval for the

next 45 days or longer.
 The rule coincides with another existing rule.
After you respond to any messages that appear, the rule is

listed in the Updates tab.
 It may take several minutes for RMA to notice that

background retrieval has been enabled or disabled using the
Yes/No option buttons at the top of the Updates tab.
 Changes to the background retrieval schedule take effect

when the user navigates away from the Updates tab or by
closing Site Manager.
 VSS can remotely disable updates temporarily, if necessary,

to deal with service issues.

Specifying your center’s assets
Assets are the resources needed to deliver an exam to a candidate.
These include the applications used as part of the testing process and
supporting materials such as exhibits. Use the procedures in this
section if you need to set up or make changes to the assets at your
center.
Keep in mind that the assets you set up are tracked by the Pearson
VUE Testing System and are used to determine whether or not an
exam can be scheduled at your center. It is therefore very important
to keep your list of assets up-to-date.
When you display the Assets tab, all assets for your site are listed as
shown below. The list includes information on the asset name and the
number of workstations the asset applies to in the Count column.
You can sort the assets in ascending or descending order by any of the
columns. To do this, select the column name once or twice and an
arrow pointing up (ascending) or down (descending) appears with the
column name. By default, the assets are sorted in ascending order by
name. You can also expand the columns by clicking and dragging the
right or left edge of the column name.
More details about an asset are also viewable by selecting the arrow in
the asset Name (see the image below).

The workstations on which exams are delivered are managed
separately from the Assets. For more information, see "Specifying
your center’s workstations."
Creating and editing asset information
Follow these steps to create a new asset or to edit the information for
an existing asset:

click the Assets tab.
The Assets tab displays a list of Assets defined at your Test

Center.
2. To create a new asset, click the Create New Asset button. To

edit an existing asset, select the asset first, and then click
the Edit button.
The Create Asset or Edit Asset screen appears. The example

below shows the Create Asset screen.

3. Choose the asset from the Name drop-down list if you are
adding a new asset.
After choosing the asset, a description about the asset appears

below the asset name.
If you are editing an asset, you cannot choose an asset in the

drop-down list. The drop-down list is grayed out.
4. Type in how many workstations this asset applies to in the

Count box under the Description. If the asset applies to all
the workstations, select the "All" check box.
You must enter a count number. If not, the default number is zero.

The asset appears in the list on the Assets tab after clicking Save.
Deleting an asset
Follow the steps below to delete an asset:
1. In the Assets tab under the Settings category, select the

asset to remove from the system.
2. Click the Delete button.

The following message asks you to confirm that you want to delete
the asset.
Site Manager will not allow you to delete an asset that is

required for an active exam (one that has been registered for
but not yet taken). You will see a message if you try to delete
an asset required for a scheduled exam:
3. Click OK.
The asset is removed from the system and no longer appears in

the list.
Specifying your center’s workstations

Workstations are the physical computers needed to deliver an exam.
Use the procedures in this section if you need to set up or make
changes to the delivery workstations at your center.

Keep in mind that the workstations you set up are tracked by the
Pearson VUE Testing System and are used to determine whether or
not an exam can be scheduled at your center. Because a workstation
can only be used by one candidate at a time, workstations must be
tracked when scheduling for exams to prevent overbooking issues. For
example, if you have set up 10 delivery workstations in Site Manager,
Registration Manager will not allow more than 10 exams to be
scheduled at your test center simultaneously.
Therefore, it is very important to keep your list of workstations and

workstation unavailability rules up-to-date.
The workstations on which exams are delivered are managed

separately from the Assets. For more information about managing
assets, see "Specifying your center’s assets."
When you view the Workstations tab under the Availability

category, a list of available workstations set up at your test center is
displayed.

The list includes each workstation’s name and a Yes or No in the
Rules column to indicate if there are any unavailability rules for the
workstation. You can sort the assets in ascending or descending order
by any of the columns. To do this, select the column name once or
twice and an arrow pointing up (ascending) or down (descending)
appears with the column name. By default, the workstations are
organized in ascending order by name. You can also expand the
columns by clicking and dragging the right or left edge of the column
name.
You can view more information about a workstation by displaying the

Detailed View pane in one of the following ways:
 Selecting the workstation in the list.
 Balancing the mouse pointer on the right side of the pane, and
then clicking and dragging to the left (see the images below).
1.) Balance and hover the mouse on the right side of the pane
until the image of the mouse pointer changes, as shown
below.
2.) Click and drag to the left until the Detailed View pane
expands, as shown below.

 Selecting the Detailed View icon (right icon) above the Name
column if the workstation is already selected. Selecting the List
View Icon (left icon) hides the pane.
The Detailed View pane displays a list of all the unavailability rules for
a selected workstation. The list includes information on the rule’s
name, start date, end date, start time, and end time and on what
day(s) during the week the rules applies. Note: Workstation
unavailability rules are removed weekly from Site Manager 93 days
after the date of the rule is past. When it is removed, it is permanently
deleted from the system and cannot be recovered. However,
unavailability rules with no end dates are not removed and will remain
in Site Manager.
You can sort the rules in ascending or descending order by any of the
columns. To do this, select the column name once or twice and an
arrow pointing up (ascending) or down (descending) appears in the
column name. By default, the rules are organized in ascending order
by start date and time. You can also expand the columns by clicking
and dragging the right or left edge of the column name.
The following sections provide more information on how to create,

edit, or delete a workstation or workstation unavailability rule.
Creating or editing a workstation
You must define each exam delivery workstation in your test center as
a separate workstation. For example, if you have five delivery
workstations, each one must be listed separately in Site Manager.
Follow the steps below to create a new workstation or to edit the

information for an existing one:

click the Workstations tab.

The Workstations tab displays a list of available workstations set
up at your test center.
2. To create a new workstation, click the Create New

Workstation button. To edit an existing workstation, select
the workstation, and then click the Edit button located next
to the Create New Workstation button.
The Create New Workstation or Edit Workstation screen

appears. Below is an example of the Create New Workstation
screen.
3. Type the workstation name in the Name box.
You must enter a unique name for each workstation. Site Manager
does not allow you to duplicate the name of another workstation.
Pearson VUE recommends that you name your workstation assets
consistently and logically.
For example, let’s assume your test center has five delivery
workstations, and you typically refer to them as workstations one
through five, going from left to right in your testing room. In Site
Manager, your workstations should be named to correlate with the
way you refer to the workstations. In this example, you should
name the assets workstation one through workstation five.
Pearson VUE recommends using "ws" followed by a three-digit

workstation number. In this case, you would name the assets ws
001, ws 002, ws 003, ws 004 and ws 005. If you name your assets
this way, they will be listed in numerical order in Site Manager.


The workstation information is updated in the list on the
Workstations tab.
Creating or editing a workstation unavailability rule
It is assumed that workstations are available whenever your center is

open. If a workstation is out of order or being used for another
purpose, you can take it out of service by creating an unavailability
rule. The workstation will not be scheduled for use when it is not
available. For example, in the illustration below a workstation is made
unavailable beginning on January 7, 2010 because the workstation is
out of order.
Workstation unavailability rules are removed weekly from Site

Manager 93 days after the date of the rule is past. When it is
removed, it is permanently deleted from the system and cannot be
recovered. However, unavailability rules with no end dates are not
removed and will remain in Site Manager.
Follow the steps below to create or edit an unavailability rule for a

workstation. You must have at least one workstation available before
you can create a rule.


2. Select the workstation.

3. To create a new rule, click the Create New Rule button
located at the bottom of the screen. To edit an existing rule,
first select the rule to edit, and then click the Edit button
located next to the Create New Rule button.
The Create Unavailability Rule for Workstation or Edit

Unavailability Rule for Workstation screen appears.
4. In the Name box, type the rule’s name.
You must enter a name before you can save the rule. It is best to
use a name that clearly indicates the purpose of the rule. For
example:
Out of Order
All rules must be named uniquely within each workstation.

5. In the Start Date and End Date boxes, type or select a date

when the workstation will be unavailable. If you do not know when
the workstation will be available again, select the No End Date
check box.
1/1/03
January 1, 2003
Jan 1, 2003
By default, the All Day check box is selected for the time. If the
workstation is available for only part of the day, you must clear the
All Day check box and enter or select from the drop-down list the
times during the day for when the workstation will be unavailable.
You can enter times in one of the following formats in quarter-hour

intervals, such as 8:00, 8:15, 8:30 (if the All Day check box is not
selected):
8:30 a.m.*
4:30 p.m.*
16:00
* You should specify a.m. or p.m. If you do not, then military time
is assumed and the time automatically changes to a.m. or p.m.
accordingly.
box indicates that the rule is in effect on that day. For example, if
you want the asset to be unavailable every Monday during the
specified date range, then clear all other days but Monday. If the
asset is unavailable on all days of the week, then leave all the days
selected.
The days of the week selected must fall within the specified date
range. If you entered a start and end date that covers a date range
of less than one week, you must select at least one day of the
week that occurs in the date range you specified.

If you create a rule making the workstation unavailable all day
for one day, such as on September 10, 2010, you may want to
leave all the days selected so that the rule is applied no matter
which day of the week September 10, 2010 happens to fall on.

Various messages may display if you do not provide all the

required information after clicking Save.
A message may appear asking you to confirm the rule creation

if you set up the rule in the following situations:
 The rule makes a workstation unavailable for the next 45

days or longer.
 The rule makes an asset unavailable during a date range

when the center is already closed.
 The rule coincides with another existing rule.
After you respond to any messages that appear, the rule is

updated on the Detailed View pane.
Deleting a workstation
Follow the steps below to delete a workstation:


2. Select the workstation that needs to be removed from your

site.
3. Click the Delete button above the Detailed View pane.

A confirmation message appears after you click Delete.
Site Manager will not allow you to delete a workstation that is

required for an active exam (one that has been registered for
but not yet taken). You will see the following message if you try
to delete an asset required for a scheduled exam:
4. Click Yes.
The workstation or rule is removed from the system and no longer

appears on the Workstations tab.
Deleting an unavailability rule
Follow the steps below to delete an unavailability rule:


2. Select the specific workstation which has the rule to delete,

and then select the rule from the Detailed View pane.
3. Click the Delete button located at the bottom of the pane.

A message appears asking you to confirm the deletion.
DO NOT click the Delete button located at the top of the screen.
Selecting this button will delete the workstation from the system.
4. Click Yes.
The unavailability rule is removed from the system and no longer

appears in the list.

Workstation asset binding
The Pearson VUE Testing System software incorporates a feature
called workstation asset binding. This feature enables the software to
keep track of which workstation at a test center is used to deliver each
exam. Knowing which workstation was used can help VSS staff
troubleshoot problems that are reported with an exam. For example, if
an exam did not run properly because of insufficient memory on the
workstation, a support person would be able to determine that very
quickly since he or she would know exactly which computer was used
for delivering the exam.
The asset binding feature also enables you to get workstation

information via the Exam Monitor application. This application allows
testing administrators to monitor the exams in progress and see where
each candidate is in his or her exam process. For example, with a
glance at the screen, you would be able to see that the candidate at
one workstation is working on the exam tutorial while the candidate at
the next workstation is working on the end-of-exam survey. You would
also be able to see the total amount of time each candidate is allowed
for the exam. Refer to "Using exam monitor."
Contact VSS to enable and setup workstation asset binding at your

test center.
The workstation asset binding and Exam Monitor features are

optional, although Pearson VUE encourages test centers to use
them. The features are currently best for sites that have dedicated
delivery workstations that do not change often.

Working with other centers in your site group
(affiliates tab)
This entire section, including sub-sections, is applicable at
PVTCs only and NOT PVTC Selects. For more information about the
differences between a PVTC and PVTC Select, see "About the test
center network." PVTC Selects are not able to manage Site Groups.
Normally, a test center administrator can only add or change Site

Manager information, view schedules, perform same-day registrations,
cancel/reschedule exams, and view canceled registrations for his or
her own test center. To allow test centers to perform these tasks for
other test centers, some centers can be organized into site groups
within the Pearson VUE Testing System. This can allow test centers to
view or change information for other centers. These groups may
consist of all of the campuses of a university, the branches of a
national test center chain or any other set of related centers that want
to share information or to centralize certain functions.
For example, a center that has several branch locations and affiliated
mobile sites may want to allow each site to perform registration tasks
for each of the other sites. Each site could be permitted to view, cancel
and reschedule exams for all of the other sites. The group could also
choose to centralize registration at one site by assigning the May use
the Registration Manager application permission to users at only
one site; then just one center would have the ability to perform
registration tasks for all other sites. Similarly, administrative tasks,
such as setting up and managing assets and personnel, could be
shared among sites or assigned to only one or more specific sites.
These capabilities allow a group to assign specific functions to certain
sites/employees and to operate efficiently as a unit.
The test centers belonging to a site group can be assigned

administrative rights in three different configurations, as outlined
below. All centers that are part of a group can schedule same-day
registrations and cancel/reschedule exams for other test centers in the
group through Registration Manager.
No administrative rights - Users cannot perform any

administrative tasks in Site Manager, even for their own test
center. All administration takes place at another center in the
group. If your site is set up this way:
 Users at your site can view your center’s information in Site

Manager but no user at your site can make changes to the
identity, address, availability, personnel and asset information.
(Even users at your site who are assigned the May create and
edit (other) users permission in Site Manager will not be able
to edit personnel information.)
 You can view and print schedule information for your test
center only.

 You can perform same-day registrations, cancel/reschedule
exams and view canceled registrations for other centers within
your group (if you have been assigned the May use the
Registration Manager application permission in Site
Manager).
Site administrative rights - Users can perform administrative

tasks in Site Manager for their own test center only. If your site is
set up this way:
 You can change your center’s identity, address, availability and

asset information in Site Manager and can update personnel
information if you have been assigned the May create and
edit (other) users permission in Site Manager.
 You can view and print schedule information for your test
center only.
 This option is similar to how things work if your site is not part
of a group. The only difference is that your site can perform
same-day registrations, cancel/reschedule exams and view
canceled registrations for other centers within your group (if
you have been assigned the May use the Registration
Manager application permission in Site Manager).
Affiliate administrative rights - Users can perform

administrative tasks in Site Manager for their own test center and
can also perform these tasks for the other test centers in the
group. If your site is set up this way:
 You can change your center’s identity, address, availability and

asset information in Site Manager and can update personnel
information if you have been assigned the May create and
edit (other) users permission in Site Manager.
 If your user account is assigned the May administer affiliated

sites permission, you can select another test center in your
group and view and change information in Site Manager for that
center. You can update the center’s identity, address,
availability and asset information and can update the site’s
personnel information if you have been assigned the May
create and edit (other) users permission in Site Manager.
You can also view and print schedule information for that test
center. Refer to "Working with other centers in your site group"
for details.
 You can perform same-day registrations, cancel/reschedule

exams and view canceled registrations for other centers within
your group.

Setting up site groups
Site groups and the individual test centers within the group must be
set up and configured at Pearson VUE. Note that if your test center is
NOT part of a site group, you can access information in Site Manager
and Registration Manager for your own site only, and all access to
features is controlled by the permissions assigned to user accounts.
If you have questions about this feature or would like to take

advantage of site grouping, contact your Channel Sales representative
at Pearson VUE. Note that all sites in a group must be part of the same
Pearson VUE contract. Please allow three to five business days for
setup. Once your group is created, a Pearson VUE Channel Quality
representative will train administrators about how site groups affect
their testing systems.
A Site Manager permission, May administer affiliated sites, affects

site groups if your site is set up with affiliate administrative rights as
described above. If your site has affiliate administrative rights, you can
use this permission to assign the rights to individual users at your test
center. If your site does not have affiliate administrative rights, this
permission does not appear in Site Manager.
Working with other centers in your site group

If your test center is part of a site group and has been assigned
affiliate administrative rights for other centers in the group, you may
be permitted to make changes to Site Manager information and view
and print the schedule for other test centers in the group. To do this,
your site group must be set up appropriately at Pearson VUE, AND
your user account in Site Manager must be assigned the May
administer affiliated sites permission.
If your center and your account are set up properly, you will see the
Affiliates category in addition to the other categories as shown below.
If your site and your user account are not set up to administer
affiliated sites, this category does not appear.

To work with another test center in your group as described above,
use the following procedure. Make sure your user account is assigned
the May administer affiliated sites permission.
1. In Site Manager, click on the Affiliates category.
The Affiliates tab displays a list of the other test centers in your
site group that you can administer.
2. Select the test center you want to administer, and then click
the Manage Site button.

The site name and number in the upper right corner of the window
changes to indicate which test center you are currently working
with, and the test center you are now managing is bolded in the
Affiliates tab. The Manage Local Site button on the Affiliates
tab becomes available, allowing you to return to administering your
own site (Refer to the next step).
You can now use the features in Site Manager to do the following
tasks for a selected test center just as you would for your own
center:
 Change the selected center’s address, availability, and asset

information.
 Change the selected center’s personnel information, if your

user account for the Pearson VUE Testing System applications
includes the May create and edit (other) users permission.
For more information, see "Setting up user accounts,
passwords, and permissions (personnel)."
 View and print the selected center’s schedule. Note that

registration status information is based on the information from
the Pearson VUE hub, so it is current as of the last time RMA
ran for the center you are viewing.
3. Switch to a different test center or switch back to your own

test center at any time.
 To administer a different site in your group, repeat steps 1

through 3 and select a different site.
 To return to administering your own test center, click the

Manage Local Site button on the Affiliates tab. Your own test
center site ID will be displayed in the upper right corner of the
Site Manager window, and your center’s information will display
in all Site Manager screens.
You cannot access your user account by clicking on the My

Account link at the top of the screen if you are administering an
affiliate site. You must first switch back to your site before you can
access your account through the link.

Site termination
If for some reason your test center must terminate the Pearson VUE
Authorized Center Agreement you must follow the steps listed below.
Pearson VUE will terminate a site if we are unable to reach a site for
30 days and have not received prior notice that the site was going to
be closed for an extended period. In this case, the site is assumed to
be permanently closed, and we will remove its name from the testing
system so that candidates can no longer schedule appointments at the
center.
1. Send Pearson VUE information about the intention to

terminate the agreement, including the reason for and date
of the termination. You can communicate this information
by phoning or emailing VSS. (Refer to the "Contacts" section
near the front of this guide for contact information.)
Note: In the EMEA region, test centers are required to send in a

letter on company headed paper to Pearson VUE. This letter can be
sent scanned via email but it must contain the contract signer’s
signature.
2. Make sure that RMA runs before the termination date to

ensure that all exam results for your site have been
transferred to Pearson VUE. Payment of delivery fees will be
withheld until Pearson VUE has received all results.
3. Check your test center’s schedule one year into the future.
If there are any candidates scheduled for exams at your
center within that time period, you are responsible for
rescheduling them to a different location. Pearson VUE may
assist you with this task.
4. After all results have been transferred and candidates have

been rescheduled, delete the users from the personnel list
in Site Manager.
Refer to "Deleting a user account."
5. Uninstall the Test Delivery Suite from each delivery

workstation. From the Windows Control Panel of each
delivery workstation, select Add/Remove Programs and
remove the item named "Pearson VUE Test Delivery Suite."
6. Disable the delivery workstations by deleting all delivery

workstation assets in Site Manager.
Refer to "Deleting an asset."
7. Send all Pearson VUE related materials to the Pearson VUE

regional office nearest you. Include the Policies &
Procedures Guide, Exam Sponsor Guide, and software CDs.
Do not include the camera and signature pad devices since
these were purchased by your site. VSS can provide you
with the address of the Pearson VUE regional office nearest
you.

Note: Sites located in the Americas region should send materials
to the Pearson VUE office located in Bloomington, Minnesota
(U.S.A.).
8. Pearson VUE will send remaining funds to the contact and

address listed for your test center in the database, unless
you indicated a different address in step 1.
9. Pearson VUE will deactivate your test center in the database

so that Pearson VUE exams can no longer be scheduled at,
registered through or delivered at your test center.

Maintaining Security
Pearson VUE is the global leader in the high-stakes testing business.
As the leader, we are committed to providing a secure environment in
which to conduct this business on behalf of our exam sponsors.
A high level of physical and data security is essential to upholding the

reputation of Pearson VUE and for safeguarding the testing programs
offered by exam sponsors. This level of security has been achieved
with secure facilities, the latest technology, comprehensive policies
and procedures, and well-informed and dedicated test administrators.
Security is maintained from the development lab to the data center all
the way to the test centers. Test administrators play a crucial role in
maintaining the security of the testing program. It is important that
you become familiar with security policies and procedures and know
how to respond when and if security problems occur in your test
center.
Security overview ....................................................................123
Test center site security ........................................................... 125
Computer system security ........................................................129
Candidate privacy and confidentiality.......................................... 134
Test security and exam fraud .................................................... 137
Candidate misconduct/cheating ................................................. 145
Additional security information ..................................................151

Security overview
Security is the art and science of protecting the confidentiality,
integrity and availability of an organization's assets against
unauthorized acquisition, damage, disclosure, manipulation,
modification, loss, or misuse. These assets include everything from the
facilities and personnel to computer systems and data.
Some important examples include:
Test center facilities
Equipment and software, including workstations and laptops
Test center personnel and candidates
The security of the examination process
Sponsors' intellectual property (including test questions and

answers)
Employee, candidate and customer information
Your organization may have a written security policy or privacy

policy. If so, you should become familiar with these and follow
them at all times.
Your responsibilities
Every test center has a responsibility to help maintain security.
Test centers are responsible for maintaining the security of exam

content and testing-related materials at all times. A high level of
security is essential for upholding the reputation of your test center
and for protecting exam content, which is owned by the individual
exam sponsors. Failure to protect the sponsor's exam content
degrades the value of their certifications and puts your center and
Pearson VUE at risk of losing the right to deliver their exams.
Upon becoming authorized, your organization signed a test center

agreement that includes provisions relating to maintaining
confidentiality and security in test center operations. Each Pearson
VUE Certified Test Administrator also agrees to abide by the
Administrator Rules of Conduct and Certification Agreement, which
involves maintaining confidentiality and security, preventing cheating
and item theft, and following all applicable instructions from Pearson
VUE concerning test security.
Test center personnel are required to comply with the security policies
and procedures described in this here and elsewhere in this guide. You
should follow security procedures as directed by VUE Support Services
(VSS) and Information Security.

Please work with us to provide high level of security at your test center
by following the policies and procedures described throughout this
guide. If you become aware of any security violation at your test
center or at any other center, please report it to Pearson VUE
immediately.
Information security team

The Information Security team is responsible for establishing,
communicating and enforcing all security-related policies and
procedures that apply in the test centers. This team works closely with
VSS, the call center and exam sponsors to investigate and resolve
particular security issues.
Any time a security-related incident occurs in your test center, it

should be reported to Information Security as quickly as possible (in
addition to following any standard incident reporting guidelines that
may apply). Information Security will work with your test center to
resolve the situation, and will forward information to the exam sponsor
if necessary. You may speak to several people when working with a
security incident, but be sure to include Information Security early,
even if the situation may seem to be resolved.
To report a security issue, contact Channel Quality and send an

email to PVTestSecurity@pearson.com.
Channel Quality
Responsible for quality assurance throughout the test center network,
including the integrity shopper program, candidate surveys, test center
quality issues, training, and the Test Administrator certification
program. Channel Quality coordinates the documentation of processes,
policies, and procedures in the areas of Channel Quality, exam sponsor
information and customer service.
Where to find more information

Look for important security updates in the channel newsletter and on
the VSS website.

Test center site security
The following sections provide detailed information on how to handle
certain security situations at the test center.
Lost or stolen property

You should notify both VSS and Channel Quality immediately if you
discover any test center equipment or candidate property have been
lost or stolen, or if there is a possibility that something has been lost
or stolen. This includes items such as the following:
 Computers (administration & delivery workstations)
 Testing equipment
 File servers
 The Pearson VUE software applications/data files
 Passwords to the Pearson VUE applications
 Personal effects belonging to candidates
 Exam-related exhibits and erasable noteboards
Information Security will determine what additional action needs to be

taken and whether any exam sponsors need to be notified. Be sure to
file an incident report afterward.
To avoid theft, candidates' personal belongings should be left at home,

placed in locked vehicles, or placed in locked storage provided for that
purpose.
Disruptive, threatening or violent behavior

Quite often a candidate's performance on an exam is directly tied to
career aspirations. He or she may be under pressure to pass or score
well on an exam in order to obtain or keep a job. Understandably,
some candidates may experience anxiety before, during or after their
exam. In extremely rare cases, this may unfortunately result in
confrontational or possibly violent behavior if something unplanned
occurs, such as:
technical problems
perceived distractions during the exam
disagreements over exam delivery procedures
poor performance on the exam
If any candidate creates a disturbance or conducts themselves in a

manner that jeopardizes exam security or the comfort of other
candidates, follow the guidelines in the "Responding to candidate
misconduct."

Regardless of the situation, no candidate is ever justified in becoming
confrontational or violent while in the test center. If a candidate
engages in violent or threatening behavior, or you fear for your own
safety or that of coworkers or candidates, contact on-site security or
local law enforcement personnel immediately.
Handling emergencies
For emergencies that involve safety, always notify your local public
security officials first and follow the direction of local law enforcement
personnel. Once things are under control, call VSS or Channel Quality
to let them know of the situation and whether any candidates are or
were affected.
Make sure you are familiar with your organization's and/or buildings
emergency procedures. We recommend posting copies of important
phone numbers (such as local police, fire and paramedic services, and
Pearson VUE) in a visible place at all times.
Situations such as fire or weather-related emergencies should be

prepared for as much as possible in advance to keep the panic level
and/or property loss to a minimum. The physical safety of the
candidate and test center personnel should be the first priority in the
event of any emergency or crisis.
Refer to "Stopping an exam" for specific details on managing exam

delivery during an emergency. If the test center must be closed
because of an emergency, contact Pearson VUE as soon as possible.
Pearson VUE will work with you to reschedule candidates affected by
the emergency.
Securing supplements and other test center

materials
Note: Not all exam sponsors allow supplements to be used during
exams. Make sure to check the Exam Sponsor Guide or quick
reference for information on whether or not a candidate may use
certain supplements during the exam.
Graphic supplements, closing statements, blueprints, brochures,

books, packets, reference books and paper exams are commonly
referred to as "Supplements" or "Exhibits." All supplements or exhibits
must be secured and kept under strict inventory control. Other
materials, such as log sheets, must also be accounted for on a daily
basis and locked up after business hours. All materials must be kept in
a secure location until the candidate is seated and ready to begin
testing.
Keep all supplements current, accessible and in good working order.

 To determine whether your test center should receive
supplements, check the exam sponsor quick reference guide
located on VSS Downloads page. Remember to check your
schedule at least three days before testing to make sure you
have adequate supplements or exam materials for each
candidate testing.
 It is also recommended that your test center maintain a

supplemental inventory list of materials used for testing at your
facility. New or revised materials will be sent to the test center
on a regular basis. If your test center has not received the
necessary materials or needs additional materials, create an
incident report.
When a candidate is approved by the exam sponsor to receive a

supplement, he or she may need to sign a Regulatory Exam
Supplement Agreement and Acknowledgement Form before entering
the testing room. NOTE: This form only applies for candidates
taking any Regulatory exams. This form can be found in the
Downloads page on the VSS website. It is also the responsibility of the
administrator to list the serial number (if available) of the supplement
next to the candidate's name on the log sheet.
Candidates are not allowed to write inside or deface (rip, tear or un-
staple) any supplement or exhibit.
After the exam, supplements or exhibits must be collected

immediately by the test administrator and returned to the secure
location. Make sure all exhibits and supplements are accounted for.
The administrator must initial the Exam Supplement Agreement and
Acknowledgement Form (if applicable) once the supplement or exhibit
is returned. Make sure the candidate has not mistakenly removed any
supplement or exhibit from the test center unless approved by the
exam sponsor quick reference guide. Do not give candidates his or her
score report until all materials have been returned.
If it is discovered that a supplement or exhibit is missing, contact both

VSS and Channel Quality immediately. Also, immediately file an
incident report detailing events and describing the supplement or
exhibit that was removed from the test center. It is recommended that
the allotted supplement or exhibits and serial numbers be verified
against inventory each day.
Proprietary, secure score report paper

Proprietary, secure score report paper is specifically used for candidate
score reporting but can also be used to produce temporary licenses.
The Exam Sponsor Guide or quick reference will state if the score
report must be printed on the secure score report paper. Not all clients
require the secure paper.
It is essential that score report paper be placed in a secure location;

for example, a locked filing cabinet. If this material is stolen or
misappropriated, it could be used for illegal purposes.

For more information on using the secure paper for score reports, see
"Distributing the score reports."

Computer system security
This section sets out the policy covering the use of Pearson VUE's
computer systems and applications in the test center.
General guidelines for computer security

You should follow your organization's policies and procedures for
computer security at all times. The information in this section is
provided for information and guidance purposes only.
When using your organizations computers, software applications and

Internet access, keep in mind the following guidelines designed to
protect you, your company and its people:
Never post, send or access material in violation of copyright laws

or licensing agreements (this includes use of illegal file-sharing
software)
Never send messages or files that might contain viruses, worms or

other malicious programs
Don't visit websites that are illegal, suspicious or otherwise

prohibited by your organization (as they may download unsafe
programs to your computer)
Never attempt to bypass or compromise security controls in the

software
Avoid passing on "chain emails" or spam
You should never open emails from unknown senders, or emails with
suspicious attachments or subject lines (even if they appear to be from
someone you know). Such emails may contain viruses, malicious
software or inappropriate content and should be deleted without
opening them.
Be wary of emails that appear to be asking you to provide personal

information, even if they seem to be from an organization you know
and trust. Such emails may actually be "bait" designed to lure you to a
fake website where you will be asked to enter personal data such as
your user name or password, credit card number, social security
number, or mother's maiden name. This type of fraud is known as
"phishing," a rapidly growing form of identity theft. The best way to
make sure you are dealing with a merchant you trust, and not
someone attempting to commit fraud, is to initiate the contact
yourself. Type the merchant's address into your Internet browser
instead of clicking on a link in an email.
For more information and tips about phishing and identity theft, visit
one or more of the following websites:
US Federal Trade Commission – http://www.consumer.gov/idtheft/
Privacy Rights Clearinghouse – http://www.privacyrights.org

UK Identity Theft Site – http://www.identity-theft.org.uk
Access to Pearson VUE software and equipment

Under no circumstances should you give unauthorized persons access
to servers or test delivery workstations on which Pearson VUE Testing
System software is installed. Be sure to report any suspicious activity
of this nature immediately. This is to prevent someone from
attempting to copy testing files from the systems.
Unauthorized personnel may not bring diskettes, cameras, devices for

taking notes, other recording devices or other writable electronic
media into the testing room.
In most countries it is a criminal offense to attempt to gain

unauthorized access to a computer system.
Technical support personnel and others who are not Pearson VUE
Certified Administrators should not be assigned the permission to run
the Delivery Manager application or the permission to create and edit
other user accounts in Site Manager. Once a test center is actively
delivering exams, ONLY Pearson VUE Certified Administrators may
have access to these functions.
Client security certificates

Client security certificates enable you to securely access a variety of
Pearson VUE systems, such as Site Manager. Each Test Administrator
must install a client security certificate for each Web browser in each
workstation that the Administrator will be using to access Site
Manager. You cannot access the Site Manager application on a
workstation without an installed client security certificate issued
specifically to you.
For example, if the Test Administrator is using one workstation and

two Web browsers to access Site Manager, such as Internet Explorer
and Mozilla Firefox, then two client security certificates need to be
issued for the administrator in that workstation. However, if the Test
Administrator is using two workstations and two Web browsers in each
workstation, then four client security certificates need to be issued for
the administrator. Two of the four certificates would be used for one
workstation and the other two would be used on the second
workstation.
For more information on how to request a client security certificate,

see "Requesting client security certificates for Site Manager."

A client security certificate expires after one year. You will receive
an email reminding you to request a new certificate 30 days before
the certificate expires.
Software licenses
Test centers are required to have appropriate software licenses for all
operating systems and application software installed on the computer
equipment used for exam administration and delivery.
User accounts
After the initial administrator has been certified by Pearson VUE, the
administrator must create his or her own account using the Site
Manager application. The initial administrator needs to be assigned all
user permissions.
Each Test Administrator must have his or her own user account with a
name and password, and the account should be assigned the
appropriate permissions. Also, each user account must be associated
with a specific person. Generic account names, such as "administrator"
are not permissible because Pearson VUE must be able to contact the
specific administrator involved if there are problems with a registration
or exam delivery.
Password protection (strong passwords)

User names and passwords must always be kept confidential. Never
disclose this information to others.
If another test center employee or somebody calling and claiming to

be from Pearson VUE asks you to give them your password
information, politely refuse. In such cases, report the incident to VSS.
Usernames and passwords must meet the Pearson VUE guidelines and
be kept confidential in order to keep the software secure. If you
suspect that the security of the Pearson VUE applications or
examinations has been jeopardized, call VSS immediately.
When creating or changing passwords, you must create strong

passwords using the following principles:
Use passwords that are easy to remember but hard to guess

-- Make it nonsensical gibberish. Start with a catch phrase, like a
song title or rhyme. For example, the phrase might be "This May
Be One Way to Remember" and the password could be TmB1w2R!
Combine two words but replace some with numbers or special
characters (e.g., cherry pie = Che@rep1E). Join the first letter of a
phrase, sentence or rhyme (e.g., "Four score and seven years ago,
our fathers" might be 4S&7yaoF).
The password must be a minimum of 7 alphanumeric
characters -- The longer the password, the more difficult it will be
for someone to randomly guess.
The password must contain at least 3 of the following 4
characteristics -- an upper case letter, a lower case letter, a
number, a special symbol. The special symbol could be any of the
following: ! ' # % & [ ] * + , - . / : ; < = > ? @ ( \ ) ^ _ { | } ~ `
The user's name cannot be present within the password -- A
password of Johnny#1 would not be allowed for a user with a
username of Johnny.
Do not write passwords down -- The best password in the
world is of no use if you write it on a sticky note and place it on
your screen or in the drawer next to your computer. Take a few
moments to memorize it instead. If you forget a password, you can
call VSS and ask for it to be reset.
Change passwords regularly -- The systems force you to
change your password once every sixty days. In addition, you may
not reuse the same password within one year.
Do not use the same password for every system you access
-- If someone does obtain one of your passwords, they will only be
able to get into one system, not all of them.
If you forget your password or your account is locked, contact one
of the test administrators at your site with the permission to unlock
accounts, or use the Account Recovery Tool to manually reset
your password and unlock your account.

account."
Passwords will not protect a system that is logged in and left

unattended. Never leave software applications open and running
unattended on the administrator, proctor or test delivery workstations.
If you need to leave your desk, be sure to close all the software
applications. At the end of the day, always shut applications down
properly and log out the network completely.
Security questions
You will be required to maintain two security questions in conjunction
with your passwords. If you forget your password or get locked out of
your account, you should contact one of the users with the permission
to reset passwords/unlock accounts, or use the Account Recovery
Tool to manually reset your password and unlock your account.

account."
The test administrator resetting your password or unlocking your

account will ask you for your security questions. Once you confirm the
answers, they will be able to reset your password or unlock your
account.
The security questions are considered a set. If you update or change

one security question, you will be required to update or change the
other. However, there is no restriction on reusing questions and
answers. The security questions/answers do not expire. Use discretion
when submitting your answers as you will need to provide the answers
to the questions if you forget your password.

Candidate privacy and confidentiality
The following sections provide information on how to handle candidate
information securely at the test center.
Candidate's personal information

Pearson VUE collects personal information from candidates in order to
be able to provide testing services to those candidates on behalf of the
exam sponsors. This information can include candidate names, social
security numbers, and demographic information, payment information,
admissions data, identification documents and so forth. Although
candidates must agree to provide certain private information if they
wish to take a test, the information still belongs to the candidates and
all care is taken to protect it from loss or unauthorized access or
alteration.
The exam sponsors generally explain the test center admissions

process and special security features of test centers in their candidate
bulletins and other publications. These measures are implemented to
ensure that only properly authorized and identified candidates are
allowed to test, and to prevent and detect exam fraud. They are an
integral part of the testing process, so once a candidate registers to
take a test they cannot "opt-out" of providing this information.
However, some candidates may still express discomfort or surprise
when asked to provide certain information, such as a photo and
signature, or when informed that their testing session will be
audio/video-recorded.
If a candidate asks why an admissions data is asked of them, inform

the candidate that these are required in order to ensure that the
person in front of you is really the candidate shown on the schedule,
and to help Pearson VUE and the exam sponsor prevent exam fraud.
Reassure the candidate that personal data, including the admissions
data and video feed, are properly secured and handled confidentially
at all times by Pearson VUE and the exam sponsor.
This is explained in the Candidate Rules Agreement reviewed by

each candidate during the admission 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. You can do this by keeping in mind the following
guidelines:
Never leave software applications open and running unattended on

the administrator, proctor or test delivery workstations. When you
take a break, go to lunch, end your work day or leave the test
center for any period of time, be sure to log out of all
applications you have logged in to. The test administrator who is
currently registering, proctoring, and/or administering exams must
log into the applications with their personal username and
password.
Never share user names and passwords with your colleagues. They
may 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 candidates or test center personnel.
Do not create copies of or scan any candidate's personal

information (such as credit cards, forms of identification, social
security numbers, etc.) for your test center's personal use, such as
filing or storing the information for record-keeping purposes or
other reasons.
Do not include confidential information such as credit card

numbers, social security numbers or ID numbers in the text of
incident reports.
Do not include exam content or any description of exam content in

the incident report. Exam content is defined as questions, response
selections and any text on exam supplements/handouts/exhibits,
whole or partial.
If the candidate has a complaint about a specific exam question,

please ask for the question (item) number. File an incident report
that includes only the item number.
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.
Similarly, be alert to potential 'social engineering' attempts,

whereby unauthorized persons may 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 to VSS and Information Security immediately.

Test center staff will be held responsible for any fraudulent activity
that occurs while using Pearson VUE applications, including credit
card fraud. If the name on the credit card used to pay for an exam
does not match the name of the candidate or of a test center staff
member known to Pearson VUE, an incident report must be created
documenting authorization by the credit card owner. Include the
exam registration information in the incident report, but not the
credit card number. Pearson VUE reserves the right to charge your
test center a fee for any credit card transaction that is rejected by
the credit card issuer as a result of fraudulent use such as
chargebacks.
Securing documents with candidate information

All documents or electronic files that contain candidate information
must be handled securely. The following requirements are particularly
important:
Take care to ensure that each candidate is given the correct score
report. Ask the candidate to verify their name and show you their
ID prior to giving them the score report.
Do not leave important documents or printouts lying around where
somebody else might pick them up.
Properly file any log sheets or backup admissions data sheets used
during the day.
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 exam. These costs may run in the
hundreds of thousands of dollars per exam, depending on the type of
program. When exam content is protected and the security of the
testing process maintained, everyone who relies on the exam results
(including candidates, sponsors, certifying boards, employers and
schools) can be assured of their validity and integrity. On the other
hand, if test security fails, those same stakeholders lose confidence in
the value of the test, and 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 test is

absolutely essential in the testing business. Pearson VUE has built a
reputation on its commitment to the highest levels of security,
especially in the test center.
Industry security initiatives

Pearson's assessment and testing businesses play a leading role in
promoting best security practices within the industry. Pearson VUE was
a founding member of the Information Technology Certification
Security Council (ITCSC), the first industry consortium created solely
for promoting test security. In 2006, Pearson VUE joined with other
members of the Association of Test Publishers (ATP) to form an
industry-wide Security Initiative.
Pearson VUE has been involved in the development of several testing

industry security standards and best practices. Many of our
professional exam sponsors cite 'better security' as one of the main
reasons they chose to test with us. Our commitment of resources and
leadership on this front, combined with the commitment of our test
center personnel around the world, is unparalleled.
Types of exam fraud

There are several common types of exam fraud strategies that
candidates might attempt to use. As a test administrator you should
become familiar with all of these:
Using unauthorized materials
Collusion
Proxy testing
Retake violation
Item theft
Bribery

Using unauthorized materials
Candidates may attempt to take notes or other unauthorized materials

into the testing room for use while taking the exam. This behavior
could be as blatant as trying to smuggle in a text book or study guide.
But more often the attempt is much more covert and difficult to spot.
For instance, a candidate may conceal a cheat sheet inside clothing,
shoes, reading glasses or even an approved comfort aid. Or notes may
be written directly onto a covered part of the body (such as an arm,
leg or the chest), inside an item of clothing or concealed within some
other item allowed in the testing room (such as a dictionary approved
for use by an exam sponsor). Notes may be written in plain language
or they could 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 is for two candidates who are friends to work

together. One will distract the proctor with a question or break request
while the other uses the opportunity to access notes without being
detected. Another strategy involves hiding notes somewhere near the
testing room and attempting to access them secretly while on a break.
An example would be a candidate visiting the bathroom before taking
her test and hiding materials in a waste basket, inside a stall -- or
even submerged inside a waterproof bag in one of the flush tanks.
Collusion
Collusion is the practice of obtaining assistance from one or more

other people while taking the test. This may be as simple as one
candidate allowing another to look over his or her shoulder during the
test. More deliberate collusion can occur when candidates provide
assistance to one another via quiet conversation, by passing
information to each other on a piece of paper or other material, or by
using some other means of non-verbal code (such as coughing,
yawning, stretching or patterns of finger tapping).
Collusion can also involve attempts to communicate with and receive

assistance from people outside the testing room. For instance, a
candidate might try to smuggle in a mobile phone in order to receive
assistance via text messaging. In some rare cases, candidates have
even been caught wearing a concealed microphone, ear piece and two-
way transmitter which were used to communicate with an accomplice
in a van parked just outside the test center.

Proxy testing
Some candidates may enlist another individual to take the test 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 may actually be part of an
organized scheme that earns the proxies hundreds or even thousands
of dollars for their efforts. A proxy tester may even look similar to the
real candidate or try to fool test center personnel by using fake
identification.
Alternatively, a candidate may come to the test center to complete the

admission procedures but then try to switch places with an accomplice
-- either before going into the testing room or while taking an
unscheduled break.
Convictions in proxy testing cases involving professional licensure and

graduate admission exams have in some cases 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 both in the U.S. and
internationally. This has arisen in part due to the manufacture and use
of fake passports and IDs and possible connections with illegal
immigration schemes.
The primary deterrents to proxy testing are the special security

measures used in the Pearson VUE Test Centers, including admissions
data capture and Pearson VUE's strict identification and admission
procedures.
For more information on how to handle candidates suspected of proxy

testing, see "Candidates who are suspected for proxy testing."
Retake violation
Retake violations occur when a candidate is able to take a test more

often than the sponsor's policy permits. Since waiting periods are
automatically enforced by the Pearson VUE Testing System, the main
way a candidate would attempt to circumvent the policy is by
registering for the same test under two or more different identities. As
with proxy testing, this may involve the use of fake or altered
identification.
Item theft
The preceding strategies have all been 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 outside of the testing
room. Most sponsors have a non-disclosure agreement (NDA) or
similar agreement in their exams, which prohibits candidates from
copying or recording items or even discussing them with others
outside the test. The Candidate Rules Agreement provided during the
admission process also includes similar prohibitions.

While some candidates do not consider copying or 'sharing' 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 test 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 a sponsor's testing
programs is compromised.
Some may steal items in order to improve their own score on a

subsequent attempt, or to help out a friend who is taking the test at a
later date. Other individuals or organizations may encourage
candidates to memorize a certain number of questions and divulge
them after leaving the test center. In some cases individuals working
for 'test preparation' companies have scheduled to take exams
explicitly for the purpose of helping the company to gain exposure to
as many items as possible.
Two chief methods are used to remove exam items from the testing
room. 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, and therefore easier for candidates
to try to smuggle into the testing room.
Another strategy involves writing a number of items onto the erasable

noteboards and then carefully memorizing them before leaving the
testing room. While this may appear suspicious you should not
intervene directly unless the candidate is doing this prior to the timed
portion of the exam (such as during a tutorial or non-disclosure
agreement), is violating some other testing policy (such as attempting
to remove the noteboard from the testing room) or is observed
discussing or writing down exam questions after signing out of the
testing room.
A special incident sub-topic for suspicious use of erasable noteboard

has been created under the Candidate error or misconduct topic. Use
this to report any observed cases of suspicious noteboard use that do
not fall under another category of misconduct.
Bribery
Finally, another strategy that may be used in conjunction 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 may offer the administrator
money in exchange for skipping the proper identification procedures or
allowing them to take a friend or study notes into the testing room.

The integrity of the exam delivery process depends on each test
administrator's commitment, integrity and vigilance. If you become
aware of any candidate attempting to entice you or another test
administrator into unethical behavior, contact VSS or Information
Security immediately.
Guidelines for minimizing exam fraud and

maintaining a secure test environment
Now 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 its occurrence in the test
center. 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 and, when followed, prevent the vast majority of
attempted exam fraud. When 'shortcuts' are taken, these often
increase exposure to potential security threats.
Some exam sponsors do not allow test administrators to

administer exams if they have previously taken those exams or are
pursuing certification from the exam sponsor. Review the exam
sponsor's client guide or quick reference for information about the
sponsor's policy on this.
Do not discuss exam content with candidates or with other test
center personnel at any point. Remind candidates that they are
prohibited from talking about an exam's content with other
candidates. Report any candidates you suspect might be violating
the confidentiality of the testing process by discussing items
outside the testing room.
Test center admission:
Be familiar with the exam sponsors' retake policies. Some cases of
attempted retake violations have been thwarted by vigilant test
administrators who remembered admitting the same person
previously under a different name.
Pay particular attention to identification requirements and which

rules agreement the candidate must read and agree to. Every
candidate must present the proper forms of ID and agree to the
rules agreement before being permitted to take an exam.
Thoroughly check identification to ensure that all details match the
candidate, as required by sponsor policy.
Never perform the identification check in a perfunctory manner,

but rather take care to examine the photograph and other details
to ensure you are confident that the candidate really is the person
pictured on the identification.
Be on the alert for identification that looks fake, altered or in any
way suspicious.
Ensure that admissions data are always captured properly and

according to the exam sponsor's policies.
Testing room check-in:
Every candidate must sign a log sheet before being admitted to the
testing room to begin the exam and again after the exam ends. If
a candidate takes a break, the Test Administrator must check the
candidate's ID before allowing the candidate back into the testing
room. These measures provide the exam sponsor with verification
that someone else has not taken an exam in a candidate's place.
Note: At PVTC Selects, only candidates taking IT exams are

required to fill the log sheet.
Pay close attention while inspecting the candidate. For example,

ask candidates to roll up their sleeves and empty their pockets.
Be on the lookout for unusual or suspicious items attached to or

concealed in clothing. Fully inspect religious headpieces and
comfort aids to the extent that sponsor policies permit.
Candidates are not permitted to bring personal belongings into the

testing room unless an exam sponsor allows specific items. Pay
particular attention to individual exam sponsors' policies for what
items are allowed in the testing room and what candidates may do
while taking breaks.
o Watches, phones and other prohibited items that the candidate

brings to the test center should be placed in locked storage or
locked vehicles.
o Ensure all items permitted in the testing room in accordance

with sponsor policies are properly inspected. This is because
some candidates could use items, such as purses, jackets, or
cell phones, as a way of hiding notes or as a way of delivering
information about the exam to someone else.
o Refer to "Storing personal belongings" for more information.
Don't allow candidates to speak with other candidates or look at

their screen while they are being escorted into the testing room.
Where possible, avoiding seating candidates who appear to be

friends or coworkers next to one another.
Never allow a candidate into the testing room with study guides,
reference materials, calculators, or dictionaries unless permitted by
the exam sponsor.
o If a candidate asks to use such items during the exam, the

administrator needs to check the Exam Sponsor Guide or quick
reference to make sure the item is allowed in the testing room.
If, after reviewing the policy with the candidate, he or she
refuses to store them or hand them over, inform the candidate
that the exam sponsor will be informed of the incident, and
then turn them away.
o Some sponsors may allow candidates with certain prohibited
items to test so long as an incident is filed (please refer to the
relevant exam sponsor client reference for details). However,
as a rule no sponsor allows prohibited study materials
(including study guides, notes, PDAs and so forth), blank
notepaper or writing materials in the testing room. If you are
ever unsure whether the test center and sponsor policies permit
a candidate to be admitted with a particular item, please
contact Pearson VUE for assistance.
o Refer to "Managing exam delivery" for instructions on

inspecting exam room materials brought by candidates.
If candidates are given an erasable noteboard or noteboard booklet

and pen to bring into the testing room, they must return it to the
Test Administrator after the exam. The Test Administrator must
clean the board to prevent exam information from being revealed
to other candidates.
Proctoring:
No exam may be taken without a proctor and the proctor

must be a Pearson VUE Certified Administrator. Never leave
the administrator's workstation unattended when testing is in
progress. Candidates must be monitored continuously throughout
their exams. The test administrator/proctor must always have a
clear view of all workstations and the hands of all candidates
should be visible.
Checking in on candidates periodically during an exam is NOT an

acceptable form of monitoring. When proctoring exams, be sure to
remain focused on monitoring the actions of candidates in the
testing room at all times, using both the video monitor (if
applicable) and your direct line of sight into the testing room.
Listen for signs of possible communication in the testing room. If

your site uses audio/video recording equipment, 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 may be
difficult to detect, but might include activity such as repetitive
adjustments to clothing, excessive leaning or stretching, apparent
efforts to hide something from view of the proctor or video camera,
or spending an unusual amount of time writing on or staring at the
noteboard at the beginning or end of the exam. See "Types of
exam fraud" for examples.
If you observe candidates talking to or otherwise communicating

with each other in the testing room, or violating any other testing
policy established by Pearson VUE or the exam sponsor, or if you
suspect exam fraud of any kind to be taking place, know how to
respond; follow the guidelines in "Responding to candidate
misconduct."
Always ask a second administrator to assist with monitoring if you

are busy assisting a particular candidate.
Breaks:
Strictly follow entry monitoring procedures for checking candidates

out and back in before and after breaks.
Be alert to frequent or excessively long unscheduled breaks. If you

suspect misconduct is occurring on a break, wait until the
candidate returns to the testing room and then have a coworker
check the areas they might have visited on the break.
If the candidate has been gone a long time, the TA should attempt
to find the candidate, if circumstances allow. If you can't find the
candidate, ask the candidate where they were during the break
when they return. Include this information in the incident report.
Remind the candidate that unscheduled breaks should be kept to
10 minutes or less.

Candidate misconduct/cheating
Candidates taking exams have certain responsibilities. Their conduct
must not affect other candidates within the testing room. 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 from the test center. Items used to assist a candidate
in taking the exam, or in removing questions from the testing room,
are referred to as "forbidden items," and using them is considered to
be cheating. (Refer to "Storing personal belongings" for information on
which items candidates are allowed to take into the testing room.)
Types of misconduct
Candidates who create disturbances or conduct themselves in a
manner that may jeopardize the security of an exam or the comfort of
other candidates must immediately be reported through an incident
report. The report must contain the candidate's name, workstation
number (if applicable), a detailed description of the act of misconduct
(including the actions the testing administrator took) and the
resolution. If you are not sure how to handle an act of misconduct, call
VSS for assistance.
Misconduct includes, but is not limited to, the following behaviors:
Using unauthorized materials or prohibited testing aids in the

testing room.
Taking an exam for someone else.
Giving or receiving unauthorized assistance of any kind.
Failing to follow test center rules or administrator instructions.
Causing disruptions or disturbances of any kind.
Attempting to remove exam questions or responses or notes about

the exam from the testing room.
Talking to other candidates during the exam.
Tampering with computer hardware or software or attempting to

use it for any purpose other than taking the exam.
Responding to candidate misconduct

The test administrator's primary responsibility is to maintain a positive
and distraction free testing environment at all times. From time to
time this will involve responding to unacceptable candidate conduct.
Test administrators are expected to remain vigilant and to respond
promptly and professionally to any observed or suspected
irregularities.

To maintain the proper testing atmosphere as well as your own safety,
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 WITNESS the candidate's behavior.
2. INTERVENE to deal with the situation. If the candidate is

taking the exam, stop it, remove the candidate from the
testing room (if necessary) and inform him or her of next
steps that will be taken.
3. NOTIFY the appropriate personnel and file an incident

report.
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.
Witness
In all suspected incidents of misconduct, it is important wherever

possible to have another test administrator or coworker observe the
questionable behavior and remain on hand through the remainder of
the process. Doing so helps to ensure that proper process is followed
and to establish a credible record of what took place.
In such situations, responding to a candidate misconduct situation

always takes precedence over other tasks such as admitting
candidates.
Intervene
Before intervening, arrange for the second administrator or coworker

to be present. Even if he or she did not directly witness the candidate's
behavior, a second person is important as a witness to the
conversation with the candidate.
If the candidate is currently testing and there are other candidates

present, safely escort the candidate from the testing room before
proceeding any further. Any conversation with the candidate must take
place away from the testing room, in order to minimize distraction or
distress to other candidates.

If the candidate's exam is in progress, enter the testing room and
stop the exam, following the steps in "Stopping an exam." Inform the
candidate that a break is required and ask him or her to step out into
the waiting area. Do not put the exam into unscheduled break mode or
leave it with a question on the screen. In the event that the candidate
is later permitted to resume testing, he or she will not lose any time as
a result.
Once away from the testing area, do not directly accuse the candidate
of misconduct or make judgmental statements about his or her
behavior. Instead, describe what you observed and explain which
testing policy was violated. 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 during stressful situations, here are a

few pointers on what to say/or not say when you are talking to a
candidate whom has broken a rule:
 Don't use the word(s) "cheating" or "misconduct," but instead say

"policy violation."
o Candidates may become defensive and complain if a TA refers

that they are cheating when they accessed a cell phone or wore
a watch inside the testing room, etc.
 Never mention to candidates what will or will likely happen to the

scores in situations of policy violation. Don't use phrases such as
"Everything will be okay" or "Your scores won't be invalidated."
Inform the candidate that an IR will be filed and Test Security,
along with the client will handle the incident and will come to a
decision on how to proceed.
 Remember, test administrators should always call the program

coordinator to inform them of the candidate's policy violation and
to obtain direction on whether the candidate should be allowed to
continue testing or not.
 Always be kind, pleasant and understanding.
 Never gossip or talk about past candidate's violation of policy.
If the exam has already ended and generated a printed score report,
do not give it to the candidate.
If any unauthorized materials or prohibited items were involved,

attempt to secure these for evidence. For example, if the candidate
was observed using concealed study notes, describe the policy on
prohibited items and politely (but firmly) ask the candidate to
surrender them. You may need to remind the candidate that he or she
was videotaped. However, while it is important to try to confiscate
prohibited material this should never be done through force or in a
manner that might place you, or anyone else, at risk.

Inform the candidate that you will contact Pearson VUE and file an
incident report, the exam sponsor will be notified and you will be
retaining any surrendered materials. Ask the candidate to sit in the
waiting room and do not allow him or her to return to the testing room
at this point.
The administrator's safety and the need to maintain a distraction-free

testing environment should be taken into account throughout this step
in the process. If the candidate engages in violent or threatening
behavior, or you fear for your own safety or that of coworkers or
candidates, contact on-site security or local law enforcement personnel
immediately.
Notify
Once the situation in the test center is under control, contact Pearson
VUE immediately and ask to speak to a program coordinator. The
Program Coordinator will provide instructions concerning what to do
next. If for any reason you are unable to reach a program coordinator,
ask to speak to either Channel Quality or VSS.
If Pearson VUE grants permission for the candidate to resume his or

her test, you may return with the candidate to the testing room and
restart the exam, following the steps in "Resuming an exam."
Otherwise, you must now politely ask the candidate to leave the test
center.
Unless instructed to do so by the program coordinator, do not return

any confiscated materials to the candidate. Also, do not speculate or
enter into any discussion as to what the repercussions might be for the
candidate. If the candidate has any questions he or she should be
advised to contact the call center and speak to the program
coordinator. Do not advise the candidate to contact the exam sponsor
directly unless that exam sponsor's policies instruct you to do so.
Immediately after notifying Pearson VUE, file a detailed incident

report.
Candidates who are suspected for proxy testing

For more information on Proxy Testing, see "Proxy testing" under
"Types of exam fraud." Listed below are steps the test administrator
should follow when you suspect a candidate of proxy testing.
 Complete all admission steps to collect the candidate's admissions

data. Do NOT revoke the candidate's admission.
 After the admissions data is collected, click the Admit button in

Admissions Manager. This button should be clicked BEFORE you
say anything to the candidate about their identification.

 If you are able, scan the candidate's photo identification or make a
photocopy. After the identification has been scanned and the
candidate has been admitted in the Admissions Manager
application, you should then advise the candidate that there is a
problem with their identification and he/she will be unable to test.
If the candidate has any questions, advise them that they will need
to contact the Pearson VUE Call Center for further information.
 Do NOT allow the candidate to test.
 You should call the program coordinator and report the incident.
 Create an incident report and choose the topic "Candidate error or

misconduct." Attach the scanned copy of the candidate's photo ID.
 You should then call VSS to have the admissions data retrieved and
saved for the candidate. The admissions data should be attached to
the incident.
Filing incident reports for misconduct

It is essential to file an incident report as soon as possible following
any situation involving candidate misconduct. Doing so will ensure that
the escalation process to the exam sponsor is begun promptly.
Furthermore, some testing programs are able to withhold test results
for further investigation if an incident report is submitted before the
result is processed by the hub and returned to the exam sponsor (refer
to the exam sponsor client reference for further details on this).
Submit an incident report using the topic "Candidate error or

misconduct." If the test center is busy, you may enter a brief
description along with a note that you will update it with complete
details before the end of the testing day.
Always include the following information in the completed incident

report:
Test administrator name, phone number, and email address
Complete and detailed description of the candidate's behavior,

including the sequence of events that were observed
Location or situation of the candidate when he or she was

confronted
Names and roles of all other people who witnessed the candidate's
behavior or who were present when the candidate was confronted
Description of the candidate's reaction, and any discussion

between the candidate and the administrator
Description of any prohibited materials the candidate used, if

applicable, and whether or not these were confiscated or
surrendered
Comments made by both the test administrator and the candidate
Any other relevant information concerning the incident

Information Security will review the incident report and may ask follow
up questions.
In certain cases Information Security may require a formal, signed

statement from you during the follow-up investigation or candidate
appeals process. In such cases, Information Security will notify you
and prepare a written statement from the information included in
the incident report. You will have the opportunity to review the
statement and make any necessary corrections. After this the
statement must be printed, signed by each administrator present
during the incident and subsequent intervention, and then sent to
Information Security.
Unless instructed otherwise, send any materials confiscated from the

candidate to Information Security via mail or courier.
In certain cases, Pearson VUE Authorized Center Selects may be

asked to submit video clips for the period when the misconduct
took place. The procedure for doing this will depend on your
location and the amount of video clip data required. VSS or
Information Security will provide instructions on how to do this.
Confiscated material
All material that you confiscate from candidates should immediately be
mailed to your regional Channel Quality.
If a candidate refuses to hand over materials, document that fact in

the incident report. At no time should you force a candidate to hand
over materials, and you should avoid conflict with the candidate.

Additional security information
Note: This entire section, including sub-sections, is applicable at PVTC
Selects only.
To meet the needs of high-stakes testing and professional licensure

clients, Pearson VUE has implemented a testing network model called
the Pearson VUE Authorized Test Center Selects (PVTC Selects). The
following sections in the remainder of this chapter provide additional
information that PVTC Selects must maintain and follow for security
purposes.
For more information about the differences between a PVTC and PVTC
Select, see "About the test center network."
Test center security and access

Note: This sub-sections is applicable at PVTC Selects only.
PVTC Selects were chosen for professional exam delivery with security
requirements in mind. These centers provide facilities consistent with
these requirements, including separate check-in and testing areas and
a locked server room or data closet.
Other than test center personnel and candidates with scheduled

testing appointments, the only people who should be allowed to enter
the testing room are properly authorized site visitors. Refer to "Site
visitor security" for further details of authorization, identification, and
access control requirements.
All other visitors, including personnel within a PVTC Select's

organization not directly involved with operating or supporting the test
center, should be discouraged from visiting the testing area when
testing is in progress.
If a potential security compromise occurs due to a lost key or an

unauthorized person gaining access to the test center, notify VSS and
Information Security immediately. Information Security will determine
if any additional action needs to be taken.
Testing room and server room/data closet

Note: This sub-section is applicable at PVTC Selects only.
PVTC Selects were chosen with exam security in mind, and the testing
room is the heart of the test center. Its key security features are as
follows:

Secure set up - The testing room houses the test workstations,
placed so that candidates cannot view each other. You should
escort each candidate in and out of the testing room individually.
We recommend placing a sign on the door clearly stating that
entrance to the room is only permitted when escorted by an
administrator. The layout of the testing room should not permit
direct sight lines from outside into the testing area. This prevents
any inappropriate exposure of exam content to visitors or waiting
candidates.
Admissions equipment - Most professional exam sponsors utilize

the admissions equipment (photograph, signature, and/or palm
vein). These are used together with strict identification
requirements to confirm candidate identity and to ensure
individuals on the schedule are the same persons taking the test.
Signature, palm vein and photo verification are performed by the
test administrator at admission and palm veins are compared upon
entering/exiting the testing room. Some exam sponsors also use
the admissions data to verify candidate identity before issuing a
license or certification.
Surveillance - Administrators are expected to physically monitor

the testing room at all times when testing is in progress. In
addition, each candidate is monitored electronically via the digital
video and audio recording system. The feeds are also stored
digitally for a minimum of thirty days, so they can be made
available to Information Security or exam sponsors if needed for
incident investigations.
The Pearson VUE file server must be secured in a separate

locked room or data closet at all times.
Only authorized people should have access to this room or data closet.
Candidates or students should never be allowed into this area under
any circumstances.
Site visitor security

Note: This entire section, including sub-sections, is only applicable at
PVTC Selects. For more information about the differences between a
PVTC and PVTC Select, see "About the test center network."
The only people you should allow in the admissions area or testing
room are test center personnel, candidates and authorized site
visitors. Authorized visitors will fall into one of the following
categories:
Visitors authorized by your organization, such as coworkers,

maintenance personnel, law enforcement or emergency personnel
Official visitors from Pearson VUE or an exam sponsor
Assistive personnel (for candidates with accommodations)
In order to maintain a secure, distraction-free and professional testing

environment, you should not allow other types of visitors in the test
center on days when testing is in progress.
Scheduled candidates have priority over visitors at all times.
Visitors must never be allowed to view candidate data, impede or
interrupt the candidate admission or testing process, or otherwise
distract or interact with them.
Handling authorized visitors
Note: This sub-section is only applicable at PVTC Selects. For more

information about the differences between a PVTCs and PVTC Selects,
At PVTC Selects, different types of visitors should be handled

differently at, as follows:
Visitors authorized by your organization: Follow your

organization's approved procedures for handling these visitors. We
strongly recommend checking ID for all such visitors (unless it is
an emergency situation) and having them sign in and out on the
Site Visitor Log Sheet as described in "Visitor sign-in and sign-out."
Official visitors from Pearson VUE or an exam sponsor:

Occasionally your test center may be visited by a representative of
Pearson VUE or of one of the exam sponsors. Generally, such visits
will only be arranged with the knowledge and consent of your test
center, so they should not come as a surprise. Such visitors will
bring a signed letter of authorization, as described in "Handling the
letter of authorization" in the next section. These visitors must
show a photo ID and sign in and out on the Site Visitor Log Sheet
as described in "Visitor sign-in and sign-out."
Assistive personnel: Assistive personnel are required to bring

their Assistive Personnel Attendance Record. If an assistive person
does not have his or her Attendance Record, you may print one
from VSS. Follow the check-in procedures described in "Checking in
assistive personnel."
Handling the letter of authorization

As described in "Handling authorized visitors" official visits by Pearson

VUE or exam sponsors will be arranged ahead of time with a PVTC
Select test center, and the visitors will bring a signed Letter of
Authorization with them to your test center.
Each Letter of Authorization will have the following characteristics:
It will be a signed original (or a fax/copy of a signed original)
If issued by an exam sponsor, it will be on the organization's

official letterhead

It will include the visitor's name, the name of your test center, and
the date of the visit
Multiple visitors may be listed together in a single letter
It will document any special access requirements (such as a tour of

the premises)
Any time you receive such a visitor, always scan or copy the Letter of
Authorization for attachment to the incident report, as explained in
"Visitor sign-in and sign-out."
If a visitor purporting to be from Pearson VUE or an exam sponsor

arrives without a Letter of Authorization, politely turn the visitor
away. If you have any questions or concerns about a letter, or
doubts about a visitor's identity, call the Support Line and speak to
Information Security.
Visitor sign-in and sign-out

Always follow the security procedures established by your organization

for visitors. The steps below, while recommended for all visitors, are
required at PVTC Selects for official visitors from Pearson VUE or exam
sponsors.
Ask the visitor to present a government-issued ID with both a

photo and a signature (or two IDs if one has a photo and the other
has a signature).
Have the visitor sign in on the Site Visitor Log Sheet, and compare
the signature on the log sheet with the one on the ID. A copy of
the Site Visitor Log Sheet can be found on the VSS website in the
Downloads section.
Upon departure, ensure the visitor signs out on the Site Visitor Log
Sheet.
As part of the daily shutdown process, file an incident report for any
site visitors, attaching the Site Visitor Log Sheet and Letters of
Authorization.
Ensure that assistive personnel are signed in according to the

procedures described in the "Checking in assistive personnel for
accommodations."

Visitor access

Official visitors from Pearson VUE or exam sponsors are generally

permitted to view testing from the administrator's workstation. These
visitors must be accompanied by an administrator or other test center
employee at all times.
Under no circumstance should any visitor be allowed to:
enter the testing room while testing is in progress

enter the server room or data closet housing the dedicated Pearson
VUE server
carry or use any kind of recording equipment or media, such as
tape recorders, cameras, camera phones or video cameras
access the Pearson VUE applications or view any candidate's
personal information
If any visitor requires any type of access outside these parameters,
Pearson VUE will notify you in advance of the requirements and it will
be noted on the Letter of Authorization.

Checking in Candidates
This chapter describes the procedures that must be followed when
candidates arrive at the test center to take an exam. This chapter
contains the following sections:
Candidate check-in list ............................................................. 158
Opening Admissions Manager .................................................... 159
Greeting candidates and verifying appointments, exam waivers, and

accommodations .....................................................................161
Admission process ...................................................................169
Collecting a handwritten consent in Serbia .................................. 175
Requesting/Checking IDs and distributing candidate rules agreement

............................................................................................176
Verifying required documents ....................................................189
Documenting the use of consent and waiver forms ....................... 190
Checking a confirmation box in Admissions Manager ..................... 191
Updating candidate personal information .................................... 193
Capturing and verifying signature .............................................. 194
Capturing a palm vein pattern ...................................................199
Palm vein match failures...........................................................212
Candidates blocked from testing during admission........................ 223
Login window during admission steps ......................................... 225
Taking a photograph ................................................................ 228
Admissions data waivers...........................................................241
Skipping a mandatory admission step ......................................... 242
Filling in the log sheet ..............................................................244
Storing personal belongings ...................................................... 246
Distributing noteboard and exam supplies ...................................254

Verifying and updating the candidate's demographic information .... 258
Verifying and updating school code information and custom questions

............................................................................................260
Admitting the candidate ........................................................... 261
About accommodations ............................................................ 264

Candidate check-in list
The Candidate Check-In List provides all check-in procedures.
Procedures are then discussed in further detail in the remainder of this
chapter, if more detail is necessary. The VSS website contains a copy
of the list that you can duplicate and keep at the front desk for easy
reference.

Opening Admissions Manager
The Admissions process involves using the Admissions Manager
application. Follow these steps to open Admissions Manager:
1. Click the Start button on the Windows taskbar and choose

All Programs | VUE Applications | Admissions Manager.
An introductory screen appears, followed by the Login dialog box

which is shown below.
If you need to change/update your security questions or password,

you may click the Manage Account button after you enter your
user name and password. You will be able to change your
password and/or security questions and answers. Click Save &
Close to save your changes or Cancel to cancel.
2. In the Login dialog box, type your username and password

for the Pearson VUE applications, and then click OK.

The Admissions Manager window appears. Whenever you open
Admissions Manager, the Schedule icon in the left pane is
selected, and the schedule for the current date is displayed on the
right, as shown below.
You must have the May admit candidates and deliver exams
permission assigned to your user account in order to access the
Admissions Manager application. For more information, see
"Setting up user accounts, passwords, and permissions
(Personnel)."

Greeting candidates and verifying
appointments, exam waivers, and
accommodations
Candidates are asked to arrive at the test center at least 15 minutes
before the exam appointment time. Refer to "Handling no-shows and
late arrivals" for information on dealing with candidates who arrive
late.
Follow these steps when a candidate arrives to take an exam:
1. Greet the candidate when he or she enters the test center.

Indicate where coats can be hung, if applicable.
 Candidates are not permitted to bring food or beverages into

the test room unless they have an accommodation. (Refer to
Food and drink in the testing room.) They may store the items
in a locker and access them during a break or before/after their
exam. TAs are permitted to use their discretion regarding a
candidate eating in the waiting room. If the food a candidate is
eating is causing a disturbance/distraction or is messy, ask the
candidate to consume it outside of the test center.
 If you cannot process the candidate immediately, indicate

where the candidate should wait, and tell him or her that you
will process candidates in the order in which they arrived.
 Candidates that arrive at your test center with a service animal

should be admitted. They are not required to have an
accommodation for the service animal. For more information
about service animals, see "Handling candidates with service
animals."
2. Ask for the candidate's name and the name of the exam he
or she wants to take. Verify that the candidate's
appointment is listed on your center's schedule and that the
exam is deliverable.
To display the schedule, log in to Admissions Manager and click the

Schedule icon in the left pane. The schedule opens to the current
date. Click the exam appointment time on the schedule to display a
list of candidates scheduled at that time. Refer to the following
illustration.

Sometimes candidates want to take exams before the scheduled
exam appointment time. The best way to handle this in order to
ensure there are no problems and that the candidate takes the
correct version of the exam is to reschedule the candidate's
appointment for the actual time at which he or she will take the
exam, and then run a manual RMA.

Be sure the candidate's name is listed and that the D column is
checked, indicating that the exam is deliverable (ready for the
candidate to take). If the candidate's name does not appear on the
schedule, check your center's schedule on the VSS website. Since
that schedule is valid regardless of whether or not RMA has been
run, it will list appointments that were added since RMA last ran.
You may need to run RMA manually if the D column on the
schedule is not checked.
3. Note if the candidate has been approved for any

accommodations.
If an "A" appears in the A column on the schedule, the candidate

has been approved for an accommodation. In most cases, the
accommodation will be an English as a second language (ESL) time
extension. Click the name on the schedule and check the bottom
window to see more information about the accommodations that
have been granted. (You may need to scroll to the bottom of the
window in order to see the accommodations information.)
"About accommodations" and "Handling accommodations in the

VUE Testing System" provide additional accommodations
information.
 Refer to the Exam Sponsor Guide for information on specific

accommodations requirements that a sponsor may have.
 Any time extensions the candidate was granted will normally be

added to the exam time automatically.

 Some types of accommodations do not appear on the schedule
or require special arrangements. In those cases, an
Accommodations Scheduling Coordinator from the Pearson VUE
Call Center will call your center at least 24 hours before the
appointment to explain the accommodation and help you make
any necessary arrangements (for example if special equipment
or candidate assistance has been approved).
 If the candidate was granted the use of assistive personnel,

such as an exam reader, you will need to check in that person
as described in "Checking assistive personnel for
accommodations."
 If the accommodations for which the candidate was approved

have not been arranged, the wrong arrangements have been
made, or the candidate says he or she was approved for
accommodations but they are not shown in the Schedule
window and Pearson VUE has not notified you about them, do
not make any arrangements yourself. Call VSS immediately. If
an error was made, and the arrangements can be made quickly
and the candidate is willing to wait, he or she could still take
the exam with the accommodations. Otherwise, the candidate
will be rescheduled as soon as possible without being charged.
 All accommodations requests must be made in advance so that

Pearson VUE can make the necessary arrangements. If a
candidate has not been granted any accommodations, and
requests them when arriving for the exam, inform him or her
that the request needs to be approved and arranged in advance
so the appropriate resources are available. If the candidate
decides to apply for an accommodation, he or she must contact
the Pearson VUE Call Center.
 If a candidate has been granted an accommodation and for

some reason the accommodation cannot be provided, the
candidate cannot decide to waive the accommodation and take
the exam without it. For example, this might occur if the
candidate was granted an exam reader, and the reader does
not arrive at the scheduled time. The candidate will need to
contact the Accommodations Scheduling Coordinator in the call
center to reschedule.
4. Note if the candidate has a waiver applied to his or her

exam.
There are two types of exam waivers:
 Client Waivers: Issued by a client (exam sponsor) and

exempts a candidate from taking a particular exam based
on reciprocity between states (Reciprocity waiver) and the
recognition of professional certification/license or education
(Education waiver). Candidates will be required to wait until
their waiver application is processed and applied to the
system before they will be able to register for an exam.
Client Waivers will no longer be accepted or applied at the
testing center.

 Partial Pass Waivers: Automatically generated when a
candidate passes one of the modules (a candidate failing
one module and passing the other only needs to retake the
failed module). These waivers have a score and are
considered temporary because they are only valid for a
period of time (number of days or number of retakes).
Client Waivers and Partial Pass Waivers are allowed on exams for
regulatory programs only but not all regulatory programs allow
waivers. Refer to the client reference to see if waivers are allowed.
All Client Waivers and Partial Pass Waivers will automatically be
applied during registration.
If the candidate has part of the exam waived, you will see the
module or section of the exam that has been waived after clicking
on the candidate's name, as shown in the image at the end of this
step.
 Verify the waived part of the exam with the candidate.
 If the wrong waiver is applied to the candidate's exam, the

candidate must be turned away. Create an incident report and
provide the incident number to the candidate. Advise the
candidate to contact the Pearson VUE Call Center using the
registration phone number set up for the program and to
reference the incident number.
 If there is no exam waiver but one should be applied, the

candidate must cancel the appointment and re-register with the
exam waiver applied. The candidate will forfeit all exam fees
and will need to re-register for a new exam. Advise the
candidate to contact the Pearson VUE Call Center for further
instructions by using the registration phone number set up for
the exam sponsor. Make sure to create an incident report.
Test administrators DO NOT have the ability to apply exam

waivers at the test center.

Handling no-shows and late arrivals
In general, you are required to seat a candidate for an exam as long
as he or she arrives within 15 minutes after the scheduled
appointment time. It is important to check your center's schedule
often; if a candidate does not arrive for the exam, it could be because
he or she just recently canceled.
If a candidate arrives within 15 minutes after the scheduled

appointment time, follow the normal procedures for checking in the
candidate.
If a candidate arrives within 15 minutes of the scheduled

appointment time and you are not able to seat the candidate for
the exam, you must offer him or her the opportunity to reschedule
the exam without penalty. Because the appointment time has
already passed, you will not be able to reschedule the candidate
yourself. File an incident report that includes the reason you were
not able to seat the candidate and the date and time at which the
candidate would like to take the exam. Pearson VUE will
automatically reschedule the candidate's appointment for you.

If a candidate arrives more than 15 minutes after the scheduled
appointment time, it is up to the discretion of the test center as to
whether or not the candidate may still take the exam (either
immediately or later the same day). If you choose to seat the
candidate, be sure your center can accommodate him or her
without interfering with other exams that are scheduled that day.
File an incident report if you accommodate a candidate who was
late.
If you are unable to accommodate a late-arriving candidate, inform

the candidate that he or she is too late to test today. File an
incident report and tell the candidate he or she will need to register
for the exam and pay the exam fee again. The candidate's results
will be automatically entered in the testing system as "no-show."
If a candidate does not arrive for an exam at all, the Pearson VUE
Testing System™ handles the situation automatically and lists the
candidate as a "no-show." You do not need to take any action if
there are no further instructions about no-shows in the exam
sponsor's client reference.
 PVTC Government Centers must run RMA at the end of the

testing day, even if all scheduled appointments were no-shows.
Handling walk-in candidates

A candidate may arrive at your test center and ask to take an exam on
that day, although he or she has not scheduled an appointment. You
can choose to admit walk-in candidates if all of the following are true:
The exam sponsor allows registrations to be conducted at the test

center. Some exam sponsors only allow registrations to occur
through the Web and/or call center and not at the test center.
Refer to the Exam Sponsor Guide for information on how
candidates may register for exams. If the exam sponsor does not
allow test centers to register and schedule candidates, contact the
Pearson VUE Call Center and have the candidate speak with an
agent to make the appointment.
You can fit the candidate into your center's schedule without
affecting other appointments.
The candidate has been authorized to take the exam, if the test
client requires it.
The candidate does not require any accommodations that must be

pre-approved, such as special aids or equipment.
The candidate has the proper forms of identification.
The candidate is willing to wait 10 to 15 minutes for the exam to

be prepared.
Follow these steps to handle walk-in candidates:
1. Before assisting the walk-in candidate, check in and seat all

scheduled candidates in the test room.

2. Schedule the candidate for an appointment on the current
day.
If the exam sponsor does not allow test centers to register and
schedule candidates, contact the Pearson VUE Call Center and have
the candidate speak with an agent to make the appointment.
After making the appointment, refresh the schedule in Admissions

Manager to see if the exam is prepared. If the exam is not
prepared, run RMA manually to prepare the same-day
appointment. Make sure to refresh the schedule in Site Manager
again.
If the exam does not appear on the schedule in Admissions

Manager after running RMA manually and refreshing the schedule,
you must contact VSS for assistance immediately.
3. When the candidate's exam is marked deliverable in the

Admissions Manager Schedule window, check in the
candidate as you normally would.
Handling candidates with service animals

Candidates with service animals are permitted to bring the animal into
any location they may enter, including the test center and testing
room. Most government regulations require public businesses to allow
people with disabilities to bring their service animal onto business
premises in whatever areas customers are allowed. The assistance
provided by a service animal is considered a right, so a preauthorized
accommodation is not required or appropriate. Candidates are also not
required to show proof that they need their service animal, so do not
ask for proof.
If you do not know what is considered a service animal or are not

able to find a valid definition that is provided by your
government's regulations, follow this guideline from the U.S.
Department of Justice (www.ada.gov):
A service animal is a dog individually trained to provide assistance

to an individual with a disability. These dogs perform some of the
functions and tasks that people with a disability cannot perform on
their own. For example, the dogs alert people with hearing
impairments to sounds, pull wheelchairs, guide people who are
blind, pick up things for people with mobility impairments, and
assist people that have mobility impairments with balance. A
service animal is a working animal and not a pet. Dogs and other
animals that only function to provide comfort or emotional support
do not qualify as service animals.

Do not question the candidate about the service animal's purpose, but
if the service animal displays one of the following behaviors, you can
tell the candidate to remove his or her animal from the test center
premises:
 The animal is out of control, and the candidate cannot control it

effectively.
 The animal urinates or defecates inside the test center.
 The animal is a direct threat to the health or safety of others in the

test center by being vicious towards you or other candidates. This
does not include if you or another candidate is allergic to the
animal. Also, do not make assumptions about how an animal is
likely to behave based on your past experience with other similar
animals.
When telling the candidate to remove his or her animal, also offer the
candidate the opportunity continue with his or her exam without the
animal's presence. If the candidate's exam has already started, inform
the candidate that the exam will continue to run if he or she chooses
to continue but needs additional time to determine where to place the
animal. Put the exam in unscheduled break mode until the candidate is
able to resume testing. If the exam sponsor's client reference states
that unscheduled breaks are not allowed, contact the call center and
ask to speak to a program coordinator.

Admission process
Admissions Manager is a tool that test center administrators use to
check in candidates for exams. All test centers are required to use the
Admissions Manager application to admit candidates for exams. This
requirement helps ensure that all administrators and all centers follow
a standard set of steps when admitting candidates. Admissions
Manager gives you detailed information and reminders on the
computer screen during the admission process. If necessary, the
information can be customized for each exam sponsor and even for
each exam sponsor's exams so that you can quickly review any
sponsor-specific admission information.
You must perform all steps in the admission process for every
candidate, even if you know the candidate (such as if the candidate
is a coworker or has previously took training at or tested at your
center).
 You must verify the candidate's IDs as you always do. Note,
however, that a sponsor may list its own ID requirements in the
exam sponsor client reference.
 In most cases, exam sponsors that require admissions data will

have you capture a candidate's photograph, digital signature,
and/or palm vein pattern depending on the exam sponsor's
requirements and what equipment your test center has configured.
If a candidate refuses to provide any of these items, he or she
cannot take the exam and you must file an incident report. The
only exception is that a candidate may refuse to be photographed
for religious reasons. If the exam sponsor does NOT permit a
photograph waiver for religious reasons or has special
requirements about the waiver, the information is provided in the
sponsor's client reference.
 Sponsors who require admissions data may have different policies

about what you should do if there are identification issues, such as
if a candidate's digital signature does not match the signature on
the ID(s). For example, most sponsors require you to contact the
call center for further instructions before turning away a candidate
because of one of these issues. Refer to the sponsor's client
reference for further information.
Each step in the admission process is clearly displayed in the

Admissions Manager windows, along with brief instructions. Steps are
automatically checked off when you click the Next button to indicate
that you followed the instructions and completed the step. After
completing all steps for a candidate, you simply click an Admit button
which changes the candidate's status in the system to "Admitted."

Since you will need to use the Admissions Manager software when
checking in all candidates, it is important that your center's
administration workstations are in close proximity to where candidates
are checked in.
Please note that a candidate's exam cannot be started in Delivery

Manager unless the candidate has first been admitted through
Admissions Manager.
You need to process every candidate through Admissions Manager,

regardless of which exam a candidate is taking. In most cases, the
steps in the admission process are the same no matter which exam
sponsor is involved.
There are two sets of basic admission steps. The first set of steps
is called basic admission steps without admissions data collection.
The second set of steps is called basic admission steps with
admissions data required. These two sets are listed below.
Basic Admission Steps without admissions data collection

1. Request identification from policy _____.
(Note: The _____ refers to Global ID Policy 1S, 2S, 1, or 2.)
2. Distribute Candidate Rules Agreement.
3. Check IDs.
4. Verify that signatures match.
5. Fill in log sheet.
6. Show candidate where to store belongings.
7. Offer candidate an erasable noteboard/pen.
Basic Admission Steps with admissions data collection

required
1. Distribute rules document and fill in log sheet (if applicable).

2. Request identification from policy _____.
(Note: The _____ refers to Global ID Policy 1S, 2S, 1, or 2.)
3. Check IDs.
4. Capture signature and verify that signatures match.
5. Capture palm vein pattern.
(Note: The palm vein step is not applicable at test centers that do
not have the palm vein admissions equipment installed.)
6. Capture photograph.
7. Show candidate where to store personal belongings.
8. Offer candidate an erasable noteboard/pen.
Depending on the exam sponsor requirements, you will see one of

these sets of admission steps in Admissions Manager. These sets of
admission steps are the default steps used in Admissions Manager for
a sponsor's exams unless custom steps have been developed for that
sponsor. Pearson VUE sets up custom admission steps for an exam
sponsor if the sponsor requires changes to the basic admission steps.
For example, a sponsor may have handouts that you need to distribute
before the exam. If a sponsor uses custom steps, that information will
be provided in the sponsor's client reference.
The following tables show each step for the two sets of basic admission
steps and the instructional text that goes with each admission step.
The admission process described in this chapter illustrates how this
information is displayed for you in Admissions Manager.
Basic Admission Steps without Admissions Data Collection
Admission Step (left pane) Instructions (right pane)
1. Request identification from For Global ID Policy 1S or 2S: Ask the candidate for
policy _____. two forms of ID, one primary ID and one secondary ID.
For Global ID Policy 1 or 2: Ask the candidate for one

form of primary ID.
2. Distribute Candidate Rules  Give the candidate the rules agreement to review while
Agreement. you check the ID(s).
 Ask the candidate to read the rules agreement,
complete the bottom section, and return it to you.

3. Check IDs.  Ensure that the ID(s) meet(s) the guidelines in the
Policies & Procedures Guide.
 Check that the ID(s) is/are valid (not expired).
 Verify that the candidate's name on the ID(s) matches
the candidate's name on the schedule.
 Verify that the photograph on the primary ID looks like
the candidate.
Note: If the ID(s) is/are unacceptable, click Cancel to end
the admission process. Do not seat the candidate for the
exam. Submit an incident report.
4. Verify that signatures match.  Check the candidate's signature on the rules
agreement against the signature on the ID(s) and be
sure they match.
 Return the ID(s) to the candidate.
Note: If the signatures do not match, click Cancel to end
5. Fill in log sheet.  Print your name on right side of the log sheet and
indicate that you have checked the ID(s).
 Have the candidate print his or her name on the left
side of the log sheet, enter the exam series number,
sign next to "Understand candidate rules," and enter
the current time.
6. Show candidate where to store  Refer to the Policies & Procedures Guide for a list of
belongings. items allowed in the testing room.
 Have the candidate store other belongings in a secure
area.
Note: If the candidate refuses to store his or her
belongings, check the client reference in the Exam
Sponsor Guide for any unique policies regarding personal
belongings, contact a program coordinator, and submit an
incident report.
7. Offer candidate an erasable  Offer the candidate an erasable noteboard and a pen.
noteboard/pen.  Check the box on the log sheet to indicate that you
gave the candidate an erasable noteboard and a pen.
 Each candidate may have one erasable noteboard and
pen at a time. To obtain a clean erasable noteboard or
replacement pen during an exam, the candidate should
raise his or her hand. Collect the current erasable
noteboard or pen before replacing it.

Basic Admission Steps with Admissions Data Collection Required

1. Distribute rules document and Pearson VUE Authorized Center:
fill in log sheet (if applicable).  Ask the candidate to read the Candidate Rules
Agreement, complete the bottom section, and return it
to you.
 Have the candidate print his or her name on the left
side of the log sheet, enter the exam series number,
sign next to "Understand candidate rules," and enter
the current time.
2. Request identification from For Global ID Policy 1S or 2S: Ask the candidate for two
policy _____. forms of ID, one primary ID and one secondary ID.
For Global ID Policy 1 or 2: Ask the candidate for one

form of primary ID.
3. Check IDs.  Ensure the ID (s) meet(s) the guidelines in the Policies
& Procedures Guide.
 Check the client reference in the Exam Sponsor Guide
for special ID requirements.
 Check that the ID(s) is/are valid (not expired).
 Verify that the candidate's name on the ID(s) matches
the candidate's name on the schedule.
 Verify that the photograph on the primary ID looks like
the candidate.
 At Pearson VUE Authorized Centers, check the
candidate's signature on the rules agreement against
the signature on the ID(s) and be sure they match.
Print your name on the right side of log sheet and
indicate that you have checked the ID(s).
Note: If the ID(s) is/are unacceptable, click Cancel to end
4. Capture signature and verify  Click the Capture button below.
that signatures match.  Ask the candidate to sign the signature pad with the
pen provided. Tell the candidate not to write too small.
 Click Accept.
 Check that the candidate's signature matches the
signature on the ID(s).
 Return the ID(s) to the candidate.
 If the signature device is not working properly, follow
the backup process described in Policies & Procedures
Guide.
Note: If the signatures do not match, click Cancel to end

5. Capture palm vein (if Note: This step does not appear at test centers that do
applicable). not have the palm vein admissions equipment installed.
First-time palm vein candidates (Enrollment): Ask the
candidate to place his or her right hand on the palm vein
scanning device and follow the instructions to properly
position the hand. Upon proper positioning, scanning
initiates. Ask the candidate to remove his or her hand and
then place it on the device for verification. Once the
message appears that the right palm was successfully
enrolled, repeat the process for the left hand. If the palm
vein scanning device is not working properly, follow the
backup procedures in the Policies & Procedures Guide.
Returning palm vein candidates (Verification): Ask the
candidate to place his or her right hand on the palm vein
scanning device and follow the instructions to properly
position the hand. Upon proper positioning, scanning
initiates. If the palm vein pattern is recognized, the word
"verified" appears. Click OK to continue checking in the
candidate. If it is not recognized, ask the candidate to
place his or her right hand on the device to be scanned
again. If it is not recognized, switch to the left hand and
follow same steps. If recognition fails, follow the backup
procedures in the Policies & Procedures Guide.
6. Capture photograph.  Seat the candidate in the designated chair.
 Click the Capture button below. Click OK after the
photo appears on the screen.
 If the camera is not working properly, follow the
backup process described in the Policies & Procedures
Guide.
7. Show candidate where to store  Refer to the Policies & Procedures Guide for a list of
belongings. items allowed in the testing room.
 Have the candidate store other belongings in a secure
area.
Note: If the candidate refuses to store his or her
belongings, check the client reference in the Exam Sponsor
Guide for any unique policies regarding personal
belongings, contact a program coordinator, and submit an
incident report.
8. Offer candidate an erasable  Offer the candidate an erasable noteboard and a pen.
noteboard/pen. At Pearson Professional Centers, the proctor will do this
when signing in the candidate.
 At Pearson VUE Authorized Centers, check the box on
the log sheet to indicate that you gave the candidate
an erasable noteboard and a pen.
 Each candidate may have one erasable noteboard and
pen at a time. To obtain a clean erasable noteboard or
replacement pen during an exam, the candidate should
raise his or her hand. Collect the current erasable
noteboard or pen before replacing it.

Collecting a handwritten consent in Serbia
IMPORTANT: This section is only applicable for specific test centers
located in Serbia. If your test center is located in Kosovo, you do not
need to follow this process. All other test centers worldwide should
also ignore this section. If your test center is located in Serbia or
Kosovo and you are not certain if you should follow the process below,
contact Channel Quality & Security.
Test centers located in Serbia must collect a handwritten consent from

all candidates before admitting them in Admissions Manager in order
to comply with regulations in Serbia. Follow the steps below in order to
collect a handwritten consent form from a candidate. Make sure to
follow the process in the exact order below.
1. When distributing the Candidate Rules Agreement to the

candidate during admissions, distribute the Serbia
Candidate Consent Form to the candidate also.
The Serbia Candidate Consent Form is located on the VSS

Downloads page under the "Test Center Materials" category.
2. As instructed in the Serbia Candidate Consent Form, have

the candidate write out the consent, shown on the form, and
then sign their own name in their own handwriting on the
document.
Note: The consent that the candidate must write out is found on
the Serbia Candidate Consent Form.
3. Collect the handwritten candidate consent form from the

candidate along with the Candidate Rules Agreement, and
then continue with the rest of the admission steps.
All candidate handwritten consents must be kept in a secure location

at the test center for a period of twelve (12) months. At the end of the
twelve month period, test administrators must scan/email, fax, or mail
all candidate handwritten consent forms to the Pearson VUE EMEA
Quality & Security Team.
Pearson VUE
Channel Quality & Security
The Lighthouse
14 The Quays
Salford
M50 3BF
United Kingdom
Fax: +44 (0) 161 855 7331

Email: cqemea@pearson.com
Additional Instructions for PVTC Selects: ALL GMAT candidate

handwritten consents must be scanned and emailed to the GMAC
privacy box (privacy@gmac.com) on a daily basis if possible but no
longer than on a weekly basis. Keep all GMAT candidate handwritten
consents at the test center for a period of twelve (12) months, as
described above.
Requesting/Checking IDs and distributing
candidate rules agreement
When you take a break, go to lunch, end the work day or leave the
test center for any period of time, be sure to log out of all
currently registering, proctoring and/or administering exams must log
into the applications with their personal username and password.
Follow these steps to begin the admission process for a candidate:
1. Select the candidate's name on the schedule. Be sure the

candidate's name is selected in the Schedule window in
Admissions Manager as shown below.
2. Click the Admit button.
The admission steps display on the left side of the screen, as

shown in the next illustration, with the first step highlighted in
bold. In this case, the basic admission steps without admissions
data collection are being used for the sponsor, so the basic steps
are listed. If custom steps had been developed for the sponsor, the
custom steps would be listed instead.
The following buttons appear at the bottom of every admission

window:
 Cancel: Exits the admission process. A message asks if you are

sure you want to cancel. Clicking Yes closes Admissions
Manager and returns to the Admissions Manager Schedule
window without admitting the candidate. To admit the
candidate, you would need to start the admission process from
the beginning.

 Back: Returns to the previous step in the admission process.
 Next: Marks the current step as completed and moves to the

next step in the admission process.
3. Ask the candidate for two forms of ID, and then click the
Next button.
Each candidate must have two forms of identification, one primary

and one secondary. Some exam sponsors only require one form of
ID from candidates. Make sure to check the Exam Sponsor Guide
for ID policies. You may NOT seat a candidate for an exam if he or
she does not have the appropriate forms of identification. Details
are provided in "Acceptable forms of ID."
After you click the Next button, the following window is displayed.
Since you have performed step 1, it is now checked off in the list of
steps. Step 2 in the admission process is now highlighted in bold,
and its instructions are displayed on the right as shown below.

4. Give the candidate a copy of the appropriate Candidate
Rules Agreement.
Some exam sponsors have a specific rules agreement that the

candidate must sign instead of the general Candidate Rules
Agreement. Please refer to the exam sponsor's client reference in
the Exam Sponsor Guide for more information on which rules
agreement to provide to candidates.
Each candidate must read the Agreement and then sign the bottom
of the form to indicate that he or she has read and agrees to abide
by the rules. Ask the candidate to return the signed Agreement to
you. (Your test center must keep the signed Candidate Rules
Agreement forms on file for 12 months.)
All Rules Agreements are available for download and duplication on

the VSS Website. Some rules agreements are available in several
other languages as well.
5. The candidate can review the Agreement while you continue

with the admission process, so click the Next button to
move to the next step.
After you click the Next button, step 3 in the admission process is
now highlighted in bold, and its instructions are displayed on the
right as shown below.

6. Check the candidate's identification.
Each candidate must have the proper forms of identification.

"Acceptable forms of ID" lists the standard requirements. However,
be sure to check the sponsor's client reference for any special
requirements.
 Check that the ID(s) are valid (not expired).
 Verify that the candidate's name on the ID(s) matches the

candidate's name shown on the screen or are in accordance
with the name matching guidelines. Refer to the Name
Matching Guidelines on the Downloads page in VSS for
assistance.
Note that administrators may be permitted to change candidate

names in Registration Manager only if the exam sponsor allows.
Some exam sponsors also have restrictions on when other
candidate information, such as the mailing address, can be
changed - for example, the sponsor may require the candidate
to contact the call center or the sponsor in order to make a
change. In addition, sponsors may have different requirements
on which fields are required to be filled in. There are also some
exam sponsors that require candidates who need changes
made to contact the call center or exam sponsor before the
exam. Refer to the Exam Sponsor Guide for specific
requirements.
 Verify that the photograph on the primary ID looks like the

candidate. Ensure that the photo is not pasted or altered.

 In general, you may not seat a candidate for an exam if he or
she does not have the appropriate forms of identification, the
name on the ID(s) do not match the name on the schedule, or
the photograph on the primary ID does not look like the
candidate. However, most exam sponsors want you to contact
the call center to verify that you should not seat the candidate;
some sponsors do not want you to do this. Refer to the
sponsor's client reference for details. If there is no information
provided in the sponsor's client reference, contact the call
center for assistance. In all cases, file an incident report.
7. Click the Next button if you determine that the IDs are
acceptable. Retain the IDs for use later in the admission
process.
Acceptable forms of ID
Pearson VUE Forms of Candidate Identification
This section provides information on the Pearson VUE standard ID

policies that must be followed when checking in candidates at test
centers. There are three tables to reference in this section:
Tables 1-2: Former Standard ID Policy & Pearson VUE Global ID
Policy
The first two tables contain the standard ID policies that all exam
sponsors follow unless otherwise indicated in the sponsor's client
reference. Pearson VUE is in the process of implementing a new
standard ID policy globally called the "Pearson VUE Global ID Policy" in
this document.
To ensure a smooth transition to the new policy for test
administrators, candidates, and exam sponsors, exam sponsor will
switch over to the new policy gradually and not all at once. Therefore,
test administrators need to pay careful attention to a sponsor's ID
policy in the client references and admission steps to ensure they are
following the correct standard policy within this document.
Both the old policy (referred to as the"Former Standard ID Policy") and
the new policy will remain in this document until all exam sponsors
have transitioned to the new global ID policy. Information on
determining which policy to follow is provided in further detail in each
policy below.
Table 3: Additional Information Regarding All ID Policies
The information within this table is applicable to all ID policies (both
the Former Standard ID Policy and the Pearson VUE Global ID Policy).
In the table you can find further information about local language
identification and the rules for accepting them, additional details on
expired identification, and a list of identification that is considered
unacceptable (e.g. IDs from sanctioned countries).

TABLE 1
Former Standard ID Policy
IMPORTANT: Refer to this table when a client reference notes "Standard list" as the
sponsor's ID policy
Identification requirements vary from exam sponsor to exam sponsor. Always refer to each exam
sponsor client reference while admitting a candidate. All candidate identification must be valid (not
expired) and must be an original document (not a photocopy or a fax).
IDs are considered to be valid (non-expired) as long as they do not contain an expiration date that has
passed. If there is no expiration date on an ID, it is considered to be valid. If the candidate would like to
use an unsigned ID with a designated place for a signature, the ID can be accepted as long as the
candidate signs the ID in front of the administrator.
 Primary ID: Must contain a permanently affixed photo of the candidate, along with the
candidate's signature, unless it is embedded (See ID with Embedded Signatures below).
Even if a candidate requests that you not take his or her photograph during the admissions process
(and the sponsor permits this), the candidate is still generally required to provide a primary ID
containing a photo.
 Secondary ID: If the exam sponsor requires a secondary ID, it must contain the candidate's
signature.
 ID with Embedded Signatures: If the ID presented has no visible signature or one that is difficult
or impossible to read, the candidate may be required to present another form of identification from
the primary or secondary list which contains a visible signature.
Universally accepted forms of ID for candidates testing inside or outside their country of
citizenship (must be in Roman characters)
Passport
U.S. Passport Card
U.S. Military ID (including military ID for spouses and dependents)
Primary ID (photograph and signature, not expired) Secondary ID (signature, not expired)
Government-Issued Driver's License, including U.S. Social Security Card
temporary licenses with all required elements Debit/(ATM) Card
Note: Refer to "Additional information on Expired Credit Cards
Identification" for an exception when presented with a
Texas driver's license that carries two expiration dates Any form of ID on the Primary list
U.S. Dept. of State Driver's License
U.S. Learner's Permit (plastic card only with photo
and signature)
National/State/Country Identification Card
Passport
Passport cards
Military ID
Military ID for spouses and dependents
Alien Registration Card (green card, permanent
resident, visa)
Government-issued Local Language ID (plastic card
with photo and signature)
Employee ID*
School ID*
Credit Card* (A credit card can be used as a primary form

of ID only if it contains both a photo and a signature and is
not expired. Any credit card can be used as a secondary
form of ID, as long as it contains a signature and is not
expired. This includes major credit cards, such as VISA,
MasterCard, American Express and Discover. It also
includes department store and gasoline credit cards.)
*These forms of identification cannot be used as primary
identification for Regulatory candidates unless specifically
indicated in the exam sponsor client reference.
TABLE 2
Pearson VUE Global ID Policy
IMPORTANT: Refer to this table when a client reference notes Policy 1, 1S, 2, or 2S as the
sponsor's ID policy.
Identification requirements vary from exam sponsor to exam sponsor. Always refer to the exam
sponsor's client reference when admitting a candidate to determine which policy the sponsor uses.
All Identification:
 Must be original (not a photo copy) and valid (unexpired)
IDs are considered to be valid (unexpired) as long as they do not contain an expiration date that
has passed. If there is no expiration date on an ID, it is considered to be valid.
 If the candidate would like to use an unsigned ID with a designated place for a signature, the ID
can be accepted as long as the candidate signs the ID in front of the administrator.
 Must be issued from the country the candidate is testing in (with the exception of EU cards). If a
candidate does not have an acceptable ID from the country he or she is testing in, the candidate
must present an international travel passport in Roman characters from his or her country of
citizenship.
Policy 1: Primary ID required
Primary ID must be government issued and include the candidate's name, recent, recognizable photo,
and signature.
 International travel passport
 Driver's license
Note: Refer to "Additional Information on Expired Identification" for an exception when presented
with a Texas driver's license with two expiration dates
 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 the candidate is testing in
Exceptions (Additional Allowances):

 European Union candidates testing in the EU Zone: EU card
 Candidates testing in Japan (two IDs): Employee or student ID with a recent, recognizable photo
and Japanese health card
 Embedded or no signatures: A government-issued ID with an embedded (not visible) signature or
no signature must be supplemented with an original (not a photo copy), valid (unexpired) ID that has

at least a matching name and recent, recognizable photo or a matching name and visible signature
(or a valid Japanese health card, if testing in Japan).
Policy 1S: Primary and secondary IDs required
Primary ID Secondary ID
Primary ID must be government issued and include the Any ID containing at a least name and
candidate's name, recent, recognizable photo, and signature or name and recent, recognizable
signature. photo that follows the ID requirements at the
 International travel passport beginning of this table
 Driver's license In Japan, the Japanese health card is an
acceptable form of secondary ID
Note: Refer to "Additional Information on Expired
Identification" for an exception when presented
with a Texas driver's license with two expiration
dates
 Alien registration card (green card/permanent
resident/visa)
 Government-issued local language ID (not in
Roman characters): accepted only if issued from
the country the candidate is testing in

 European Union candidates testing in the EU
Zone: EU card
 Candidates testing in Japan: Employee or
student ID with a recent, recognizable photo as
long as it is accompanied by a Japanese health
card
 Embedded or no signatures: If a candidate
presents a government-issued ID with an
embedded (not visible) signature or no signature,
the candidate is permitted to test as long as the
IDs meet the other requirements for primary and
secondary IDs
Policy 2: Primary ID required
Primary ID must include the candidate's name, recent, recognizable photo, and signature.
 Passport
Note: Refer to "Additional Information on Expired Identification" for an exception when presented
with a Texas driver's license with two expiration dates
 Alien registration card (green card/permanent resident/visa)
 School ID
 Employer ID
 Professional license
 Bank card
 Insurance company card

 Government-issued local language ID (not in Roman characters): accepted only if issued from the
country the candidate is testing in

 European Union candidates testing in the EU Zone: EU card
 Candidates testing in Japan: If the primary ID is missing a visible signature, it is acceptable as long
as it is accompanied by a Japanese health card
 Embedded or no signatures: An ID with an embedded (not visible) signature or no signature must be
supplemented with an original (not a photo copy), valid (unexpired) ID that has at least a matching
name and recent, recognizable photo or a matching name and visible signature (or a valid Japanese
health card, if testing in Japan).
Policy 2S: Primary and secondary IDs required
Primary ID Secondary ID
Primary ID must include the candidate's name, recent, Any ID containing at least name and signature
recognizable photo, and signature. or name and recent, recognizable photo that
 Passport follows the ID requirements at the beginning of
this table
Note: Refer to "Additional Information on Expired
Identification" for an exception when presented
with a Texas driver's license with two expiration
dates
 Alien registration card (green card/permanent
resident/visa)
 School ID
 Employer ID
 Professional license
 Bank card
 Insurance company card
 Government-issued local language ID (not in
Roman characters): accepted only if issued from
the country the candidate is testing in

 European Union candidates testing in the EU Zone:
EU card
 Candidates testing in Japan: If the primary ID is
missing a visible signature, it is acceptable as long
as it is accompanied by a Japanese health card
 Embedded or no signatures: An ID with an
embedded (not visible) signature or no signature
must be supplemented with an original (not a
photo copy), valid (unexpired) ID that has at least
a matching name and recent, recognizable photo or
a matching name and visible signature (or a valid
Japanese health card, if testing in Japan).

TABLE 3
Additional Information Regarding All ID Policies
Note: The information in this table is applicable to all ID policies (both the Former Standard
ID Policy and the Pearson VUE Global 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 a non-expired, government- issued ID with photo and signature.
The candidate's identification card may be in the local language only or it may 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):
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)
Malaysia Driver's license
Rules for Accepting Local Language Identification (non-Roman, non-English)

Candidate Name on identification is in the local language
If the local language identification contains the candidate's name in local language characters and the
test administrator can verify the name of the ID with the name on the schedule, the test administrator
should accept the identification and permit the candidate to sign his or her name in the local language.
The test administrator should then compare the candidate's signature with the signature or characters
presented on the local identification.
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 and signature.
If the local language ID has the candidate's name and photo but does not contain a signature or the
signature is embedded:
 Former Standard ID Policy: Candidates must present signature identification from the list of
acceptable primary or secondary identification, unless otherwise noted by the exam sponsor.
 Pearson VUE Global ID Policy: Follow the guidelines under "Embedded or no signature" under
each policy in Table 2.
Local language identification must be presented and accepted only in the country where the local
language ID was issued and the exam is being administered.
Test administrators must have the ability to translate the candidate's name in the local language into the
candidate's name (Roman characters) as presented in Registration Manager.
If the test administrator cannot translate the local language ID from the local language to Roman
characters, the candidate must present a valid identification from the list of acceptable Primary
identification which contains the candidate's name in Roman characters.
Test administrators should request that the candidate sign the signature pad (and the rules agreement at
PVTCs and PVTC Selects) using the same characters or signature presented on the local language
identification so the test administrator can then verify the candidate's signature against the identification.
If the candidate signs the rules agreement or signature pad in Roman characters and his or her ID is

signed in the local characters, or vice versa, the candidate should be told to sign the rules agreement or
signature pad the same way he or she signed the ID and be given the opportunity to sign again.
Additional Information on Expired Identification
Any form of ID that is expired is unacceptable, unless it is accompanied by renewal paperwork.

If a candidate presents an ID that is expired or invalidated (for example, the corner of the ID has been
clipped), you may accept the ID as long as it meets the other ID requirements and is accompanied by
paperwork indicating that the candidate has filed for a renewal. The renewal paperwork does not need to
contain a photograph and signature.
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 may 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. In such cases, candidates are permitted to go get a renewal
at the DMV if they can do so within the standard 15 minutes after their scheduled appointment. If the
candidate's driver's license shows an expired visa date but the license itself is still good and he or she
brings in the renewed visa showing it is now good, the candidate is permitted to test.
Unacceptable Forms of Candidate Identification
 Expired identification without renewal paperwork (see "Additional Information on Expired

Identification" above for details)
 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 may provide test delivery services to candidates from around the world,
except for residents of Syria.
Detailed information about U.S. sanctions can be found at

www.ustreas.gov/offices/enforcement/ofac.
The Pearson VUE legal department regularly reviews these procedures, and if changes are made, an
updated version will be distributed via an update to this guide.
If the candidate presents primary or secondary identification from Syria, the candidate will be
required to provide proof of primary residence in the U.S. or another non-sanctioned country.
Procedure for handling IDs from sanctioned

countries
Pearson VUE may provide test delivery services to candidates from
around the world, except for residents of Syria. For more information,
see the "Unacceptable Forms of Candidate Identification" table in this
chapter.

Note: Some exam sponsors may prohibit candidates from other
certain countries from being tested or certified. Please refer to the
exam sponsor's client reference for more information. If a candidate
provides an ID from a country that the exam sponsor prohibits, then
follow the procedure below.
Follow the steps below if a candidate presents a primary or secondary

ID from Syria:
1. Explain to the candidate that their identification was issued

in a country that is under sanctions, and that you cannot
continue the admissions process without seeing additional
government-issued documentation that demonstrates their
primary residence in a non-sanctioned country.
Acceptable forms of such documentation are:
 Passport
 National (or European) identification card
 Permanent resident card or permanent resident visa
 Certificate of naturalization or citizenship
 U.S. Green Card (Alien Registration Receipt Card)
 Student visa
 Work visa
 Employment authorization papers
If you are not sure whether the documentation provided by the

candidate meets the previous criteria, call the Pearson VUE Call
Center and ask to speak to a Program Coordinator. The Program
Coordinator will advise whether the documentation is sufficient to
admit the candidate.
2. Based on whether the candidate was able to provide valid

supplemental documentation, admit or turn away the
candidate.
 If admitting the candidate
Complete the admissions process and file an incident report for

documentation purposes.
 If turning the candidate away
Advise the candidate that they will need to provide Pearson VUE
with such proof before they can test in the future.
3. If the candidate has questions, advise him or her to contact

Pearson VUE directly via 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 an incident report immediately afterward.

Use the incident topic 'Problem with candidate ID' and topic detail
'Unacceptable form of identification'. Provide the following
information:
 Type of ID presented
 Which sanctioned country it was from
 What documentation was subsequently provided by the

candidate
 Whether the candidate was admitted or turned away
Name matching guidelines

The administrator must check that the candidate's name on the ID(s)
match the candidate's name on the test center schedule. Name-
matching rules vary between exam sponsors. Check the sponsor client
reference to see if the sponsor has unique name-matching guidelines,
otherwise use the Standard Name Matching Guidelines located on
the Downloads page in VSS.
Often times, names do not match because a candidate has recently

been married or divorced. Typically for the candidate to be admitted,
the candidate must present a marriage license or divorce decree to
supplement the identification. Some exam sponsors do not allow
supplements to the identification, however. Always refer to the exam
sponsor client reference.
If a candidate claims to have changed his or her name recently but

the change is not reflected in Admissions Manager, look up the
candidate's record in Registration Manager to see if the name has
been changed there. If the name matches in Registration Manager,
continue admitting the candidate.

Verifying required documents
Some exam sponsors require candidates to present certain
documentation during Admissions as a prerequisite for testing. Some
types of documents may be in the form of a Certificate of Course
Completion or an Admission Letter. Some clients may require the
document be collected. If documentation is required, verify that the
documents meet the exam sponsor mandates indicated in the exam
sponsor client reference.
If a candidate cannot test because the documents presented do not

meet the client's requirements, instruct him or her to contact the call
center for assistance.
If a candidate has forgotten his or her documents and if time permits,

then allow the candidate to retrieve the proper documentation. Make
sure to review the client reference for any exceptions.

Documenting the use of consent and waiver
forms
Some exam sponsors use consent or waiver forms to document a
candidate's agreement to certain procedures at the test center. For
example, some sponsors may allow late candidates to test at a
reduced amount of time as long as they sign a waiver.
When candidates use consent and waiver forms, you must create an
incident report to document the situation. The exam sponsor's client
reference notes if the sponsor uses these types of forms and provides
instructions for handling the form and creating the incident report.

Checking a confirmation box in Admissions
Manager
Some exam sponsors have unique steps during admissions that must
be completed before a candidate can be admitted for an exam, such as
collecting or verifying a specific document required from the candidate.
In order to help ensure these unique steps are completed in
Admissions Manager, Test Administrators may be required to check a
confirmation box before being able to move onto the next step.
When you encounter a step that has the confirmation check box, the
Next button is disabled in Admissions Manager, as shown in the image
below.
In order to enable the Next button, Test Administrators must check

the box above the instructions that states "I have completed this
step." However, before checking the box, make sure you have
completed the instructions in the step which are provided below the
check box.

Once you have completed the step, check the confirmation box and
click the Next button to continue onto the next step.

Updating candidate personal information
During the admission process, some exam sponsors require you to
verify certain personal or demographic information, such as a
candidate's date of birth. Additionally, candidates may request for you
to update their personal information in the system, such as their
contact information.
Exam sponsors determine how their candidates' demographic and

other personal information can be updated, so always check the exam
sponsor's client reference for the policy or process to follow when
verifying and updating a candidate's demographic and personal
information.
Please note the following information:
 Some exam sponsors allow you to verify and update candidate

demographic information in the admission steps. For more
information about updating candidate demographic information in
Admissions Manager, see "Updating demographic information in
admission steps."
 If a candidate requests for certain information to be updated, but

the exam sponsor does not permit you to make the type of
requested update, create an incident report and in the incident
explain the information the candidate wants to change. If possible,
scan the candidate's identification or documentation that reflects
the change, and attach all scans to the incident report. Do not turn
the candidate away unless the exam sponsor's client reference
states that candidates should be turned away.

Capturing and verifying signature
If the Capture signature step is listed in the Admissions Manager
window, the exam sponsor requires you to obtain the candidate's
digital signature. (If the signature device is not working properly, you
must follow the backup signature process described in "Backup
signature process.")
If the exam sponsor does not require you to capture a digital

signature, you may see the "Verify that Signatures Match" step
instead. For this step, check the candidate's signature on the
Agreement against the signature on both IDs and make sure they
match. You may then return the IDs to the candidate.
If you have questions about a candidate's signature and are not sure
what to do, refer to the exam sponsor client reference for guidelines. If
any issue or problem related to the candidate's signature arises, you
need to file an incident report.
Follow these steps to capture a candidate's signature:
If the candidate has previously taken the exam, a signature may

already exist for the candidate in the database; if so, it is already
displayed in the Admissions Manager window. Check that the
displayed signature matches the one on the candidate's ID. You
still need to capture a new signature, as outlined in this section,
and the new signature will replace the existing one in the database.
If the existing signature and the new signature do NOT appear to
match, file an incident report immediately.
1. Once the IntegriSign Signature Capture Pad window

appears, ask the candidate to sign the signature pad with
the attached stylus (pen).
The IntegriSign Signature Capture Pad window should

automatically appear after clicking Next in the previous Admission
Step. If not, click the Capture button located on the Admissions
Manager window.
Do not allow anyone to write on the pad with any other type of
pen.

As the candidate writes on the pad, the signature will appear in the
Capture Signature window.
2. Click OK after the candidate has signed his or her name.
The Admissions Manager window redisplays, and the candidate's

signature is displayed.
This is the signature that will be stored in the database with the
candidate's record. Be sure the signature was captured and was
captured clearly. If it was not, a message appears asking you to
recapture the signature. You must click Ok and recapture the
signature.
Listed below are some tips on capturing signatures:

 Let candidates know that the signature may not appear on the
signature pad as they sign. Some candidates expect to see
their signature on the pad and start pressing too hard as they
write.
 The signature may not register if the candidate writes too big or
too small. Ask candidates to write in the size they normally
would.
 The signature pad responds to any pressure within the small,

black window that surrounds the signature line. Some
candidates allow their hand or little finger to touch the window
as they sign, particularly left-handed people, and this can cause
unreadable signatures.
 If the candidate touches the signature window with his or her

hand or the stylus before actually signing, the signature pad
registers this, which may result in an unreadable signature.
 An error message may appear if the signature did not get

captured correctly -- if, for example, the candidate signed his
or her name too small. If this message appears, click the Ok
button, and then recapture the signature.
 If the error message above continues to appear or if you cannot

obtain a clear signature, you may need to use the backup
signature process. Click the OK button in the message, and
then click the Cancel button in the signature pad window. You
must then use the backup signature process to capture the
signature. Refer to "Backup signature process."
3. Compare the candidate's signature to the signature on both

forms of the candidate's identification.
The captured signature must match the signature on the

candidate's ID. Refer to the exam sponsor's client reference for
details on what to do if the signatures do not match.
4. If the signatures match, return the ID to the candidate.
Tell the candidate to keep the ID with him or her during the exam,
since it will be required when signing in to the testing room (such
as after a break).
5. Click the Next button to continue the admission process.
When you click Next, the next admission step required by the
sponsor for this candidate is highlighted in bold in the Admissions
Manager window.

Backup signature process
If the signature device is not working properly and the exam sponsor
requires you capture a signature, you must use the backup process for
obtaining a signature as described below. This involves having the
candidate provide a signature on a Backup Signature Sheet, which
must be scanned and sent to Pearson VUE via an incident report. Two
incident reports will need to be created, one for the candidate (with
attached backup sheet) and one for the device.
1. Call VSS immediately when you notice a problem.
VSS will first try to help you get the signature device working
again. If that does not work, you will be instructed to use the
backup process; continue with step 2. Verify that VSS will file an
incident report regarding the broken signature device. If VSS will
not file an incident, then the TA must file one. Choose the
Problem with computer hardware topic under the Technical
Issues category. Make sure to select Signature pad as the topic
detail.
2. Complete a Backup Signature Sheet for the candidate whose

signature you were capturing when the device broke down.
Fill in the candidate's name, registration ID number, the
date and your test center name and site ID.
The Backup Signature Sheet is shown below. This sheet is located

on the Downloads page in the VSS website.
The registration ID is a unique, seven-digit number generated for

every candidate registration. To locate a candidate's ID, open the
Registration Manager application, locate the candidate's record,
display the History tab and view the candidate's active
registrations. Click the candidate's registration for the current
exam, and write down the number displayed in the Reg ID field.
3. Have the candidate sign his or her name in the Signature

box on the Backup Signature Sheet using a pen.
4. File an incident report immediately after you have admitted
all waiting candidates. Select the candidate's name and the
"Backup biometric used" topic under the Test Center Issues
category.
Be sure to file the incident report as soon as possible.
You must file a separate incident report for each candidate.
5. Scan and save the Backup Signature Sheet.
Place the sheet you need to scan in the top/front slot of the
printer/scanner device. Refer to the user guide for your scanner for
specific details on using the scanner and scanner software.
 Set the filename to the candidate's last name, the current date
and the candidate's Registration ID, as in
larsen1006031234567.
 Set the file type to .PNG.
6. Create an incident report. Choose the "Backup biometric

used" topic under the Test Center Issues category. Make
sure to attach the scanned file to the incident report.
Be sure the file you attach is in PNG format as noted above and not
in HTML format.
7. In the Admissions Manager window, click Next to move to

the next step in the admission process. Continue with the
other required steps.
When you click Admit to complete the admission process, you will
be asked if you are sure you want to finish the process without
having completed all of the required steps. Click Yes.
8. Repeat steps 2 through 7 for any candidate whose signature

you need to capture manually when you get to the capture
signature step in the Admissions Manager window.
Scanned forms must be attached to the "Backup biometric

used" incident within 24 hours. If this is not possible or your
center does not have a scanner, contact Channel Quality for a
fax number. Channel Quality will be able to scan a faxed copy
of this form and attach it to the incident.
You must file and store the Backup Signature Sheet for 30
days. After 30 days, both the hard and soft-copy of the sheets
must be shredded and deleted.

Capturing a palm vein pattern
PVTC Selects and PVTCs equipped with a palm vein device. The palm
vein device is not required at all PVTCs, but it is required at all PVTC
Selects. For more information about the differences between a PVTC
and PVTC Select, see "About the test center network." Pearson VUE
will contact your test center if you must have this equipment installed
at your site.
If the Capture Palm Vein step is listed in the Admissions Manager

window, the exam sponsor requires you to obtain the candidate's palm
vein pattern.
For those exam sponsors requiring palm vein recognition, there are
two forms of the Capture Palm Vein step - one version is used to
capture the palm vein pattern for the first time (also known as
enrollment), and the other version is used to capture a palm vein
pattern to compare with a returning candidate's existing palm vein
pattern (also known as verification). Admissions Manager
automatically determines which form of the step to display.
If any issues or problems related to the candidate's palm vein capture

arise, you must file an incident report. (Select the appropriate topic
under Candidate Issues.)
Steps to capture palm vein for enrollment

Note: This sub-section is only applicable at PVTC Selects and PVTCs
equipped with a palm vein device. The palm vein device is not required
at all PVTCs, but it is required at all PVTC Selects. For more
see "About the test center network." Pearson VUE will contact your
test center if you must have this equipment installed at your site.
Palm vein enrollment occurs when a new candidate or a returning

candidate is admitted who has never had a palm vein captured.
Note: If the candidate's hand is missing or has any coverings that

cannot be removed, such as a hard cast, large bandage or wrap, the
palm vein device will not be able to capture a palm vein pattern. In
either event, skip the capture for that hand by clicking on the Skip
Palm button. File an incident report explaining why the palm vein
capture was skipped for that hand.
Follow these steps to capture the candidate's palm vein pattern:
1. Click the Next button in the lower right hand corner of

Admissions Manager to begin palm vein capture.

The Enrolling Palm Vein Templates window is displayed with the
Right Palm highlighted on the right side of the window.
2. Ask the candidate to place their right palm on the palm vein
device.
Ask the candidate to place their right hand flat on the palm vein
device with their fingers apart. Next, ask the candidate to slide his
or her hand forward until the edge of the palm reaches the finger
dividers.
Positioning of the Candidate's Palm
Below are examples of correct and incorrect hand

placement. The palm vein device will not be able to capture
a palm vein pattern from the candidate unless the hand is
correctly positioned.

Correct Position of the Candidate's Palm: place the
candidate's hand in the position shown below to ensure the
proper capture of his or her palm.
Incorrect Positioning of the Candidate's Palm: Below

are pictures of incorrect positioning of the candidate's hand
when capturing the palm vein pattern.
Make sure the candidate holds their hand very still while the
application captures the image of their palm vein pattern. Once the
image of the candidate's hand has been captured, the word
"Scanned" displays in blue below "Enroll Scan 1."

3. Ask the candidate to remove their right hand for a moment
then place their right hand back on the palm vein device for
verification.
Candidates must remove their hand completely from hand guide

before taking the second scan.
If the sensor has difficulty recognizing the palm scan, a "Move your
palm away from the sensor" message displays. Ask the candidate
to remove their hand and try the scan again. You cannot proceed
until you get a successful scan. Once the system recognizes the
palm, the word "Enrolled" displays in blue below "Enroll Scan 2"
and the Right Palm is checked under "Enrolled" on the left side of
the window.

4. The Left Palm enrollment now appears in the right pane. Ask
the candidate to place their left palm on the Palm Vein
Device.
Ask the candidate to place their left hand flat on the palm vein
device with fingers apart. Next, ask the candidate to slide his or
her hand forward until the edge of the palm reaches the finger
dividers.
Make sure the candidate holds their hand very still while the
application captures the image of their palm vein. Once the image
of the candidate's hand has been captured, the word "Scanned"
displays in blue below "Enroll Scan 1."
5. Ask the candidate to remove their left hand for a moment

then place their left hand back on the palm vein device for
verification.
Candidates must remove their hand completely from hand guide

before taking the second scan.
If the sensor has difficulty recognizing the palm scan, a "Move your
palm away from the sensor" message displays. Ask the candidate
to remove their hand and try the scan again. You cannot proceed
until you get a successful scan. Once the system recognizes the
palm, the word "Enrolled" displays in blue below "Enroll Scan 2"
and the "Left Palm" is checked under "Enrolled" on the left side of
the window.

6. Both palm vein patterns must now be verified one last time
before the enrollment is complete. Ask the candidate to
place their right palm on the palm vein device.
Once the system recognizes the candidate's palm, the word

"Verified" displays in blue below "Verify Scan" and the "Right
Palm" is checked under "Verified" on the left side of the window.
7. Ask the candidate to place their left palm on the palm vein
device.
Once the system recognizes the candidate's palm, the word

"Verified" displays in blue below "Verify Scan" and the "Left Palm"
is checked under "Verified" on the left side of the window.

8. Once the candidate moves their palm away from the palm
vein device, the words "Enrollment complete" display on the
right side of the window and "Complete" is checked in the
Enrollment Templates pane on the left side of the window.
9. Click OK to end the palm vein capture process and to

continue the admission steps.
When you click OK, the Admissions Manager Window displays,

showing the palm secure image.
When you click Next, the next step in the admission process
required by the exam sponsor for this candidate will be highlighted
in bold in the Admissions Manager window.
If needed, click the Cancel button to cancel the palm vein capture
process.

Note: If a failure occurs in the Enrolling Palm Vein Templates
window and as a result, you are unable to enroll the candidate,
refer to "Failed enrollment during admission" for details on how to
proceed.
Before you admit the candidate, a palm secure image will be

displayed next to the photograph and signature in the Captured
Biometrics window.

Steps to capture palm vein for verification during
admissions
at all PVTCS, but it is required at all PVTC Selects. For more
Palm vein verification occurs in the admission steps for returning

candidates who have had their palm vein pattern captured during a
previous enrollment. Verification also occurs at the Proctor station
during entry/exit monitoring. For more information on how to verify
palm vein patterns during entry/exit monitoring, see "Entry monitoring
procedure."
Note: Generally only one palm (either right or left) is required to

verify returning candidates. However, if there is a no-match on the
palm that is being verified, then the screen will prompt for the other
palm to be verified.
Follow these steps to capture the candidate's palm vein pattern for
verification during admissions:
1. During admissions, click Next in Admissions Manager to

begin palm vein capture.
The Verifying Palm Vein Against Enrollment Templates

window displays, as shown below. If this window does not
automatically appear, select the Capture button in Admissions
Manager to open this window.
2. Ask the candidate to place their right hand flat on the palm
vein device with fingers apart.

Next, ask the candidate to slide his or her hand forward until the
edge of the palm reaches the finger dividers. Make sure the
candidate holds their hand very still while the application captures
the image of their palm vein.
The software will then verify whether or not the right palm being
placed on the device matches the palm vein pattern stored in the
system for the candidate. One of the following will occur:
o Right palm vein matches: If the right palm vein pattern is

recognized, "Verified" appears in blue on the right side of the
window (see the next image). Click OK to continue with
checking in the candidate. You can skip the rest of the steps in
this procedure.
In some cases, the Enrolling Palm Vein Templates window

will automatically appear after a successful verification of the
candidate's right palm. The palms are being enrolled again in
order to capture better images of the palm vein patterns.
Follow the steps in "Steps to capture palm vein for enrollment"
to capture the candidate's palm vein pattern, and then continue
on with the admissions process. There is no need to create an
incident report.
o Right palm vein does not match on first attempt: If the

right palm vein pattern is not recognized, "No Match-Retry" will
appear in red on the right side of the window (see the next
image). The candidate must place their right hand on the palm
vein device again to retry the verification. Ask the candidate to
remove their right hand completely away from the device, and
then repeat this step again to retry the verification.

o Right palm vein does not match on second attempt: If the
right palm is still not recognized after a second attempt, "NO
MATCH" and "Switch palms" appear on the right side of the
screen. The candidate must place their left palm on the device
to be verified.
Continue with step 3 in this process.
3. Ask the candidate to remove their hand completely off from

the device, and then to place their left hand flat on the
device with fingers apart.

The software will then verify whether or not the left palm being
o Left palm vein matches: If the left palm vein pattern is

window (see the next image). Click OK to continue with
checking in the candidate.
In some cases, the Enrolling Palm Vein Templates window

will automatically appear after a successful verification of the
candidate's or left palm. The palms are being enrolled again in
order to capture better images of the palm vein patterns.
Follow the steps in "Steps to capture palm vein for enrollment"
to capture the candidate's palm vein pattern, and then continue
on with the admissions process. There is no need to create an
incident report.
o Left palm vein does not match on first attempt: If the left
palm vein pattern is not recognized, "No Match-Retry" will
image). The candidate must place their left hand on the palm
vein device again to retry the verification. Repeat this step
again to retry the verification.

o Left palm vein does not match on second attempt: If the
left palm vein is a definite no-match after the second attempt
at verification, the Enrolling Alternate Palm Vein Templates
window will automatically appear, as shown below.
Please refer to "Failed VERIFICATION during Admission"

for further instructions.

Palm vein match failures
PVTC Selects and PVTCs equipped with a palm vein device. The palm
vein device is not required at all PVTCS, but it is required at all PVTC
Selects. For more information about the differences between a PVTC
and PVTC Select, see "About the test center network." Pearson VUE
will contact your test center if you must have this equipment installed
at your site.
A palm vein enrollment failure occurs when there is an error enrolling

a candidate for the first time in the Enrolling Palm Vein Templates
window during the admission process.
A palm vein verification failure occurs when a no-match is found either

during admissions or entry/exit monitoring for a candidate who has
previously had their palm vein pattern captured.
Failed ENROLLMENT during admission

When a palm vein enrollment fails in the Enrolling Palm Vein

Templates window during admission, follow these steps:
1. Reattempt the palm vein admission step to enroll the

candidate.
If Admissions Manager is able to capture the candidate's palm vein

pattern, admit the candidate per standard procedures. If not,
continue with step 2.
2. Collect backup palm vein patterns by following the steps in

"Backup palm vein process."
3. Recheck the candidate's primary ID and compare it to the

photo and signature in Admissions Manager.
 If they all match, admit the candidate and file a testing incident
report using the topic Palm Vein Admissions Failure under
the Technical Issues category on VSS. Indicate that you have
verified the candidate's ID in the incident report. Be sure to
indicate that the failed enrollment occurred during Admission
and attach the backup palm vein pattern. Also explain what
occurred on the screen and thus prevented you from collecting
the palm vein through the Enrolling Palm Vein Templates
window.

 If the candidate does not appear to be the same person,
complete all remaining admission steps (to collect admissions
data), but do not allow candidate to test and:
a. Do not revoke the admission.
b. Scan the candidate's primary ID.
c. Create an incident report under the topic Candidate Error

or Misconduct and attach scan of the candidate's ID.
d. Contact VSS and ask them to retrieve the collected

admissions data for the candidate and attach to the incident
report.
Failed VERIFICATION during admission

When a no-match is found for a previously enrolled candidate during

admissions, the Enrolling Alternate Palm Vein Templates window
will automatically appear (see below).
For information on failed verifications during entry/exit monitoring,

see "Checking palm vein in Entry Monitoring."
Follow the steps below when a no-match occurs during admissions:

1. Capture the candidate's palm vein patterns through the
Enrolling Alternate Palm Vein Templates window.
The steps to capture a palm vein in the Enrolling Alternate Palm

Vein Templates window are the same steps as capturing an
enrollment for a first time candidate. The only difference is the
name of the window. For more information on how to capture the
palm vein patterns, refer to "Steps to capture palm vein for
enrollment." There is no need to capture palm vein patterns
through the backup palm vein process if the palm veins were
successfully collected in the alternate enrollment window.
However, if the Enrolling Alternate Palm Vein Templates

window DOES NOT automatically appear or you were unable to
successfully collect the candidate's palm vein patterns through this
window for other reasons, you will need to collect a backup palm
vein pattern. See "Backup palm vein process" for more
information.
Note: When there is an unsuccessful enrollment on the Enrolling

Alternate Palm Vein Templates window, you may see
"Candidate could not be enrolled" on the right side of the window
below the image. This is an indicator that you must collect palm
vein patterns through the backup process.
2. When the message below appears on the screen, ask the

candidate for his or her primary ID. Recheck the candidate's
primary ID and compare it to the photo on the screen.
 If the photos match, check the ID verified and matches box

and click OK to admit the candidate and return to the
Admissions Manager window.
 If the photos do not match, check the ID verified and does

not match box and click OK. Complete all remaining admission
steps (to collect all admissions data), but do not allow
candidate to test and:
a. Do not revoke the admission.

b. Scan the candidate's primary ID.
c. Create an incident report under the topic Candidate

Error or Misconduct and attach the scan of the
candidate's ID to the IR.
d. Contact VSS and ask them to retrieve the collected

biometrics for the candidate and to attach them to the
incident report.
Note: You cannot close the screen without indicating if the

candidate's identity was confirmed.
3. After the admissions process, create a Palm Vein Match

Failure incident report under the Candidate Issues category
in VSS.
Make sure to select Palm vein did not match during admission
as the topic detail and include the following information in the IR
text:
o The palm vein patterns were successfully collected from the

candidate through the alternate enrollment window.
OR
The palm vein patterns could not be successfully collected

through the alternate enrollment window (If this is the case,
then make sure to attach the backup palm vein file to this
incident report).
o The candidate's ID was verified.
Backup palm vein process

If Admissions Manager is not working properly or if either the palm

vein enrollment or alternate enrollment windows fail to capture the
palm vein patterns during admissions, you must use the following
method for capturing a candidate's palm vein pattern. This involves
using the Test Admissions Equipment application in order to save
the candidate's palm vein data as a zip file, which will be attached to
an incident report.
1. On the administration workstation, click Start on the

Windows taskbar and select Programs | VUE Applications |
VUE Support Tools | Test Admissions Equipment.
The Test Admissions Equipment window displays.

2. Select Palm Vein from the drop-down list and click Test.
The Standalone Palm Vein Capture Utility window appears.
3. Enter the First Name and Last Name of the candidate in the
appropriate fields.
4. Click Enroll.
The Enrolling Palm Vein Templates window appears with Right

Palm highlighted on the right side of the window.

5. Follow the same steps as you would when enrolling the
candidate in Admissions Manager. Refer to "Steps to
capture palm vein for Enrollment" for instructions.
6. Once the words "Enrollment complete" display at the right

side of the screen and "Complete" is checked on the left
side of the screen, click OK to return to the Standalone Palm
Vein Capture Utility window.
7. The Save button is now enabled in the Standalone Palm Vein

Capture Utility. Click Save.

8. A message appears indicating where the palm vein zip file
for the candidate is saved.
The zip file is saved with the candidate's first name-last name-date
and time. If the VUE Testing Software is installed on the C drive,
the following location is where the zip file is placed by default:
C:\Program Files\Pearson VUE\VUE Testing System\biotemp
Make sure to write down the file directory path to where the
zip file is saved if the VUE Testing Software is not installed on the
C drive. The directory path will be needed in a later step.
Click OK
9. Create an incident report for the candidate.
Make sure to refer to one of the sections below for details on which
incident topic to create and to attach the backup file to.
 If you are collecting a backup because you are unable to collect

the palm vein patterns in the Enrolling Palm Vein Templates
window during admissions, see "Failed ENROLLMENT during
admission."

 If you are collecting a backup palm vein for any other reason
than those described above, then make sure to choose Backup
biometric used in the Candidate Issues category when
creating the incident on VSS. In the incident report, make sure
to explain the reason why the backup method was used.
10. Once the incident is created, attach the zip file that was
saved in step 8 to the incident report.
When selecting the file to attach to the incident report, refer to the
file path directory in step 8 to search for the file.
Palm vein device failures (device not working)

A working palm vein device is required in order to test candidates for

exam sponsors who require palm vein capture. If the palm vein device
appears not to be working, this may be due to a broken or
malfunctioning PalmSecure sensor, or it may be due to hardware or
software issues on the workstation. Device failures do not include
enrollment failures or match failures as described in previous sections.
If you believe the palm vein device is broken or not working correctly,
you should contact VSS immediately.
After contacting VSS and determining that there is a device failure,

follow the process below:
When a palm vein device fails, any candidates testing that same day
will be allowed to test; however, candidates scheduled for the
following 5 days will need to be rescheduled. Follow this process:
1. File an incident report to request that a new Palm Vein device

be sent to the test center and use the topic Palm Vein Device
Failure.
2. Create an incident for each candidate that is allowed to test

without palm vein data collection. Use the topic Other
Candidate Issue.
Next, contact VSS if you are a test administrator at a PVTC site.

However, test administrators from a PVTC Select site should contact
their Pearson VUE Point of Contact to notify them of the situation.
VSS or the Pearson VUE Point of Contact will initiate the process to
have all candidates scheduled for the next 5 days rescheduled.
Depending on the status of the palm vein device shipment, other

alternatives may need to be considered in order to resume testing,
and your test center will be contacted by Pearson VUE with further
instructions.

Palm vein matrix
This is just a quick overview of the palm vein process. Always refer to "Capturing a palm vein pattern" for
complete details.
Note: This sub-section is only applicable at PVTC Selects and PVTCs equipped with a palm vein device. The palm
vein device is not required at all PVTCS, but it is required at all PVTC Selects. For more information about the
differences between a PVTC and PVTC Select, see "About the test center network." Pearson VUE will contact your
Palm Vein Enrollment during Admissions

Situation Process Outcome Back Up Palm Vein IR Required IR details
Process
Successful Capture palm vein Successful Not required No NA
enrollment for new for enrollment enrollment
candidate or
returning candidate
with no palm vein
template
Candidate is missing Skip palm vein for Palm vein skipped Not required Yes; Topic: Other Explain why the
a hand or has a that hand for that hand candidate issue palm vein was
hand covered with a skipped for that
cast, bandage, or hand
wrap that cannot be
removed
Failed enrollment Reattempt palm vein Successful reattempt Not required No NA
during admissions enrollment
Failed enrollment Reattempt palm vein Unsuccessful Back up palm vein Yes; Topic: Palm Attach back up palm
during admissions enrollment reattempt required vein admissions vein template.
failure Indicate the
following in the IR:
-The candidate's ID
was verified
-The Failed
enrollment occurred
during admissions
-What occurred on
the screen and thus
prevented you from
collecting the palm
vein patterns.
220  Checking in Candidates Version 8.1 Pearson VUE Confidential

Palm Vein Verification during Admissions
Process
Successful Palm vein Successful Not required No NA
verification for verification verification
returning candidate
with previous palm
vein template
Failed verification Capture alternate Successful capture Not required Yes; Topic: Palm The palm vein
during admissions palm vein template of alternate palm vein match failure patterns were
vein template successfully
collected from the
candidate through
the alternate
enrollment window.
Candidate's ID was
verified.
Failed verification Capture alternate Unsuccessful capture Back up palm vein Yes; Topic: Palm The palm vein
during admissions palm vein template of alternate palm required vein match failure patterns could not
vein template be successfully
collected through
the alternate
enrollment window
(make sure to attach
the backup palm
vein file).
Candidate's ID was
verified.
Palm Vein Verification during Entry/Exit Monitoring

Process
Successful Palm vein Successful Not required No NA
verification during verification verification
entry/exit
monitoring
Failed verification Check candidate's Candidate's ID is Not required Yes; Topic: Palm Candidate's ID
during entry/exit ID checked instead vein match failure verified. Attach a
monitoring scan of ID, if
possible.
Pearson VUE Confidential Version 8.1 Checking in Candidates  221

Palm vein not No prompt for palm Candidate's ID is Not required if Not required if IR NA
verified or collected vein during checked backup palm vein has already been
during admissions entry/exit has already been created during
monitoring collected during admissions
admissions
222  Checking in Candidates Version 8.1 Pearson VUE Confidential

Candidates blocked from testing during
admission
Note: This entire section is only applicable at PVTC Selects. For more
Candidates can be blocked from testing for certain exam sponsors,

which is determined by the system during the admission steps in
Admissions Manager.
While going through the admission steps with the candidate, the
following message may appear in Admissions Manager if the candidate
is blocked from testing:
DO NOT inform the candidate that they are blocked from

testing.
When this message appears, follow the steps below:
1. Click OK, and Admissions Manager will return to the

Schedule screen.
Note: The Admit and Revoke Admissions buttons will be

disabled. You are not allowed to admit or revoke the candidate for
the exam.
2. If you are able, scan the candidate's photo identification or

make a photocopy.
3. Refer to the exam sponsor's client reference for more

information on how to handle blocked candidates.
Note: The exam sponsor may have a unique process for handling
blocked candidates. If there is no information in the exam
sponsor's documentation on how to handle blocked
candidates, then follow the standard process below.
Test administrators should contact VSS for further instructions. If

the exam sponsor allows a blocked candidate to test, VSS
will work with your site to allow the candidate to be admitted for
the exam. Make sure to create an incident report, and choose the
topic "Candidate Error or Misconduct." Attach the scanned copy of
the candidate's photo ID.

If the exam sponsor does not allow a blocked candidate to
test, turn the candidate away. DO NOT inform the candidate that
they are blocked from testing. Test administrators should inform
the candidate that there is a problem with their registration and
that he/she will be unable to test. Provide the candidate with the
Pearson VUE Turn Away Letter posted on VSS. You should make a
checkmark next to "Problem with Registration" in the letter. If the
candidate has any questions, advise them that they will need to
contact the Pearson VUE Call Center for further information. You
should call the Program Coordinator to report the incident. Make
sure to create an incident report and choose the topic "Candidate
Error or Misconduct." Attach the scanned copy of the candidate's
photo ID.

Login window during admission steps
Note: This entire section is only applicable at PVTC Selects. For more
As part of a security enhancement, Admissions Manager may require

you to login to the application again in order to proceed to the next
admission step.
If you encounter the login window below during the admission steps,
type in your user name and password for the Pearson VUE
applications, and click OK.
DO NOT click Cancel on the login window unless your

account is locked. If you select Cancel, the Login Error message
shown in the first bullet point below appears on the screen and you will
be forced to start the admissions process over again.
Please note the following:
 The system locks your account if you try to sign in three times and
are unsuccessful. If your account is locked, click Cancel on the
login window and the following error message appears on the
screen:
The title on the error message may either be "Login Error" or

"Admit Not Permitted" depending on which VTS software
version your site is running. There is also another message that
is titled "Admit Not Permitted" but it does not contain the same
message as the one shown above and requires you to follow a
different process. For more information about the other Admit
Not Permitted message, see "Candidates blocked from testing
during admission."
Click OK to close the message, and Admissions Manager brings you

back to the Schedule window. Before you try to admit the
candidate again, unlock your account first by contacting one of the
test administrators at your site with the permission to reset
passwords/unlock accounts, or use the Account Recovery Tool to
manually reset your password and unlock your account.

account."
When your account is unlocked, click Admit to begin the

admissions process over again.
 If you need to change/update your password, click the Manage

Account button after you enter your user name and password.
When the Manage Account window appears, as shown below, you

may change/update your password and security questions if you
wish. When you are done making the changes, click Save & Close.
You will be prompted to login with your new password after saving
your changes. If you click Cancel instead, your changes are not
saved and Admissions Manager returns you to the login window.

 If your password is expired, the message below appears on the
screen after you attempt to login. You must update your password
in order to proceed. Click OK in the message, and the Manage
Account window appears (shown above). Update your password to
the Pearson VUE applications and click Save & Close. You will be
prompted to login with your new password after saving your
changes.

Taking a photograph
A candidate's photo captured during Admissions may be used for many
purposes, depending on the circumstance, so it is important to take
the photo properly. If there is ever a question of exam fraud or a
candidate's identity, Pearson VUE may 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 or imposter to take an exam
multiple times at different locations, we rely on the quality of the
photos taken to make a comparison. If the quality is poor, it becomes
difficult for us to move forward with an investigation or verify a
candidate's identity.
Additionally, some 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 may also use the
photo on the candidate's licensing application. Other clients send the
photo as a part of the candidate's record and score report information
to a school or university chosen by the candidate. And in some cases
where the photo is used as part of a score report, the candidate may
even use this score report to show to a potential employer as part of a
job application.
Due to the various uses of photos, it is important to take them

correctly to ensure their usefulness in investigations for score reports
and candidate applications. By taking high-quality photos, we show
our exam sponsors our commitment and dedication to customer
service.
If the Capture photo step is listed in the Admissions Manager

window, the exam sponsor requires you to take the candidate's
photograph. (If the camera is not working properly, you must follow
the backup process described in "Backup photograph processes."
For religious reasons, a candidate can request that he or she be

excused from having his or her photograph taken. Please see
"Admissions data waivers" for more information.
If you have questions about a candidate's photograph and are not sure
what to do, refer to the exam sponsor client reference for guidelines. If
any issue or problem related to the candidate's photograph arises, you
need to file an incident report.
Follow these steps to take a candidate's photograph:
If the candidate has previously taken the exam, a photograph may

already exist for the candidate in the database; if so, it is already
displayed in the Admissions Manager window. Take a new
photograph, as outlined in this section, and the new photo will
replace the existing one in the database. If the existing photo
DOES NOT appear to match the candidate, file an incident report
immediately.

1. Ask the candidate to be seated in the designated chair near
the administration workstation.
The camera should already be focused on where the candidate is

seated, but you may need to ask him or her to move slightly in
order to center the image in the window. Also, the Capture Photo
window should automatically appear on the screen after clicking
Next in the previous Admission Step. If not, click the Capture
button located on the Admissions Manager window.
The background behind the candidate must be clear with no plants,

filing cabinets or other objects visible behind or around the
candidate. The camera should already be focused
2. When the candidate's image is centered in the window, click

the Freeze button, and then click OK.
The Admissions Manager window containing the candidate's photo

is displayed, as shown in the following illustration.

Use the following guidelines when taking a photo (including backup
photos):
 The candidate's entire face and neck area should appear

and be centered in the picture. Adjust the camera, if
necessary. It's 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. The candidate should face the
camera directly and must remove all items that cover the
face including sunglasses, scarves and hats.
 The candidate's eyes should be open and looking directly at

the camera.
 The photo must be clear and in focus with no glare or

shadows on the candidate's face.
 Only the candidate and a neutral background can appear in

the photo; no other items such as plants, pictures, doors,
file cabinets, etc. are allowed.
The photos below are examples of how your photos should appear.

The photo should NOT:
 Contain any distractions in the background, e.g. plants,

windows, artwork, wall corners, etc.
 Show obstructions or facial expressions, i.e. no hands,

closed eyes, hair in front of eyes, etc.
 Show outerwear, hats, or sunglasses.
 Be taken from too far away.
 Be poorly lit or show shadows on the face.
In order to help you take quality photos that meet the guidelines
above, the AWARE photo technology software may be installed and
enabled at your test center. It automatically focuses and crops the
photo to present the best picture quality. The software also
provides messages on the screen if something needs to be
adjusted.
Below are examples of the messages you may receive when taking
a photograph with the AWARE technology. You will need to slightly
adjust the candidate in order to satisfy the message requirements.
You can also refer to "Tips for taking a photograph using AWARE
photo technology" for more information on how to take a picture
with AWARE and what to do when you encounter a problem or are
unable to take a photo due to the software.
If you receive the message below, make sure that the candidate is
directly facing the camera. Click OK to retake the photograph.
If you receive the message below, be sure to center the

candidate's face in the picture. Click OK to retake the photograph.
If you receive the message below, the candidate is too close to the
camera. Move the candidate back a little bit. Click OK to retake the
photograph.

If you receive either of the messages below, you may need to
move the candidate slightly closer to or away from the camera,
depending on the message. Click OK to retake the photograph.
If you receive the message below, contact VSS for

assistance.
To retake a photograph, simply click the Capture button and

repeat steps 2 and 3. You do not have to go through the entire
admissions process again to retake the photo. Once the picture is
acceptable, continue onto step 3.
3. Click the Next button to continue the admission process.
When you click Next, the next step in the admission process
required by the exam sponsor for this candidate is highlighted in
bold in the Admissions Manager window.

If you encounter issues with your camera set-up, let your Test
Center Manager or technical contact know immediately. If you
encounter a situation that you are not able to fix on your own or
does not allow you to take pictures according to the standard
procedures, contact Pearson VUE about alternative positioning for
the cameras and lighting.
Tips for taking a photograph using AWARE photo

technology
In order to help you take quality photos that meet the required
guidelines, the AWARE photo technology software may be installed and
enabled at your test center. It automatically focuses and crops the
photo to present the best picture quality. The software also provides
messages on screen if something needs to be adjusted. For more
information about the messages, see "Taking a photograph." This
section provides some Frequently Asked Questions (FAQs) and tips on
using the AWARE technology.
If you are unable to take a photograph in Admissions Manager

after utilizing the tips, then make sure to collect a backup
photograph outside of Admissions Manager and to attach it to a
"Backup biometric used" incident report. For more information,
see "Backup photograph process #1: capturing a photo outside of
Admissions Manager."
Also, if you are having consistent problems after utilizing the tips, you
can create an incident report with information regarding those
problems. Choose the Problem with Computer Hardware topic
under the Computer System Issues category. Make sure to select
AWARE photo technology software as the topic detail.
The following table contains some FAQs on the AWARE technology:
FAQ Answer
Does AWARE software work on the VTS Yes
platform?
Should the Logitech Application Suite be No
installed?
How is the photo view changed/manipulated? By the Logitech camera/software
Will the Test Administrator receive error Yes
messages?
Does the Logitech camera automatically crop Yes
the photo?
Do you have the option to manually zoom No; the camera is automatically configured to
your camera? zoom and does not require Test
Administrator intervention

Approximately how far should candidates 2-3 feet
stand from the camera?
Below is a table with best practices on using the AWARE technology.
Each Test Center is configured differently, so you should determine
what works best for your test center.
Expectations/Challenges Best Practices from Pearson VUE

The same spot for taking photos does not This distance can be easily established
work for all candidates. through experimentation with the camera in
test mode. Mark a line/put a label on the
floor to mark the spots where photos are
taken best for candidates.
Background Issues/Bad lighting Practice with the camera to find the perfect
location. A site may need to order a desk
light that they can use.
Short/Tall candidates For a tall candidate, move the candidate
forward a few inches and having them look
down into the lens produces a good quality
photo. Adjust chair or have candidates lean
forward. For a short candidate, have them
move back a few inches. Using a chair with
casters makes it easier for the candidates to
move forward or backward – or no chair at
all, if you can position the camera
higher/lower.
Delay in taking and viewing the photo There is a 2-3 second delay when taking
photo and another 2-3 second delay for Test
Administrator to see the photo. Have the
candidate look directly at the camera, then
freeze-frame the picture before actually
capturing it. Ask candidates to remain still.
Error Messages received from AWARE Solutions for error messages can be viewed
in the "Taking a photograph."
Clothing with stripes/logos Readjust the camera, if possible, so that the
camera cannot focus on that part of the shirt.
If necessary, ask the candidate to just turn
their shirt around.
Candidate has clothing with faces on front Candidates wearing shirts that have a face
on the front may provide an error message
that there are "multiple faces" in the picture.
Readjust the camera, if possible, so that the
camera cannot focus on that part of the shirt.
If necessary, ask the candidate to just turn
their shirt around or inside out.
Candidate face is not in the middle of the Center the candidate's nose in the frame, so
frame when the camera crops the photo, the image
is properly centered in "capture box." Have
the candidate look straight at the camera by
asking them to "please look here."

Expectations/Challenges Best Practices from Pearson VUE
Candidate wearing glasses/large earrings Glasses reflect the office lights. If necessary,
have the candidate remove their glasses and
re-take the photo. If a candidate is wearing
large earrings, particularly metallic earrings,
you may have to ask the candidate to
remove them before taking the picture.
Trouble Shooting:
 Practice, practice, practice - be patient.
 Have 'Taking a Photograph' document handy.
Backup photograph processes

There are several backup photograph processes depending on the
situation occurring at your test center. Please refer to one of the
sections listed below depending on what backup method is required.
 Backup photograph process #1: capturing a photo outside of

Admissions Manager
 Backup photograph process #2: camera device failure
If the camera is functioning properly, but you are having issues

with taking a photograph due to the AWARE photo technology
software, see "Tips for taking a photograph using AWARE photo
technology" for more information.
Backup photograph process #1: capturing a photo outside

of Admissions Manager
You may need to capture a photo outside of the Admissions Manager

application for the following reasons:
 A candidate is returning to the test center in order to provide a

photograph.
 The camera is functioning properly but you are unable to

capture a photograph in Admissions Manager. This may
possibly be due to the AWARE photo technology software. For
more information, see "Tips for taking a photograph using
AWARE photo technology."
 Exam sponsor documentation directs you to take a photo of an

object, such as a phone, in order to document candidate
misconduct.

Follow the process below to capture a photograph outside of
Admissions Manager. Once the photograph is captured, you must
attach the photo to an incident report, which is explained later in the
process.
1. Click Start on the Windows taskbar, and select Programs | VUE

Applications | VUE Support Tools | Test Admissions Equipment.
The Test Admissions Equipment window opens.
2. Click the down arrow at the top of the window, and select one of
two photograph options described below.
Photograph – Candidate: Takes a photo using AWARE photo

technology. If possible, select this option when taking a photo of a
candidate.
Photograph – Non-Candidate: Takes a photo without using

AWARE photo technology. Select this option if you think AWARE
may be preventing you from taking a candidate's photo in
Admissions Manager or if exam sponsor documentation directs you
to take a picture of an item.
Note: The Save button at the bottom of the window remains

disabled until a photo is captured.
3. Click Test, and capture the photo as you normally would.
Make sure the photo that appears meets the requirements for
standard photos. If not, return to step #1 and repeat the process.
If AWARE messages appear on your screen, refer to "Taking a

photograph" and "Tips for taking a photograph using AWARE
photo technology" for direction.
4. Once you have captured the photo, click Save at the bottom of the
Test Admissions Equipment window.

When you click Save, the biotemp folder (shown below) opens by
default in the Save Image window. DO NOT save backup photos
in the biotemp folder.
5. In the Save Image window, select Desktop on the left side.

Rename the photo to include the candidate's name and registration
ID#.

Note: The registration ID is a unique, seven-digit number
generated for every candidate registration. To locate a candidate's
ID, open the Registration Manager application, locate the
candidate's record, display the History tab, and view the
candidate's active registrations. Click on the candidate's
registration for the exam, and write down the number displayed in
the Reg ID field.
6. Select JPEG in the Files of type drop-down menu, and then click
the OK button.
The photo file is now saved on your computer's Desktop. Check the
Desktop to makes sure the file is located there. Make sure the
file is in JPEG format and NOT in HTML format.
7. Attach the backup photo to an incident report.
 If you are collecting a backup photo because the candidate is

returning to the test center in order to provide one, then search
for the incident report that may have been created by the Call
Center already. Attach the backup photograph file to that
incident instead of creating a new incident. If you cannot locate
the incident, then create a new incident (see the next bullet).
Note: If the candidate did not originally test at your test

center, you will not be able to see that incident. Therefore, you
will need to create a new incident report.
 If you are collecting a backup photo because you cannot

capture the photo in Admissions Manager even though the
camera is working properly (or you cannot locate an already
existing incident, as explained in the above bullet point), then
create a new incident report and attach the backup photograph
to the incident. Choose the Backup Biometric Used topic
under the Candidate Issues category and attach the backup
photo to the incident.
File the incident report as soon as possible.
8. Delete the photo from the desktop after a 72-hour wait time to
ensure that the photo was received without issue.
Backup photograph process #2: camera device failure
If the primary camera is not working properly during admissions, you

must use the method provided in this section to take the candidate's
photograph. This method may involve using the backup webcam
(Logitech QuickCam Pro 9000 or Logitech HD Webcam C615) at your
site. There should be a camera installed on each administration
workstation.
Note: The actual camera device may not be causing the problem.
Make sure to first refer to "Tips for taking a photograph using AWARE
photo technology" to see if you are unable to collect a photograph due
to the AWARE photo technology software.

Follow the steps below if there are camera device problems during
admissions:
1. Call VSS immediately when you notice a problem.
VSS will first try to help you get the camera working again. If that
does not work, you will be instructed to use the backup camera.
Verify that VSS will file an incident report regarding the broken
camera. If VSS will not file an incident, then the TA must file one.
Choose the Problem with computer hardware topic under the
Computer System Issues category. Make sure to select
Admissions Camera as the topic detail.
2. Unplug the broken camera from the USB port and plug the
back up camera into the USB port.
3. Once the new camera is plugged in, open the Test

Admissions Equipment application.
Click the Start button on the Windows taskbar and choose

Programs | VUE Applications | VUE Support Tools | Test
Admissions Equipment.
4. Pull from the drop-down list and select "Photograph –

Candidate." Once the screen appears to take a photograph,
select the "Change Device" button.
5. Select the camera you have just plugged in and click Ok.

6. If this is the first candidate photo you are taking today
using the new camera, capture a sample photo.
You only need to capture a sample for the first photo, to ensure
that the camera is working properly.
7. Return to Admissions Manager and the camera will work

within the program. Continue to check in the candidate
following the standard process.
If the backup camera is also not working properly in Admissions

Manager after completing the steps in this section, contact VSS
immediately.

Admissions data waivers
Some candidates do not want test centers to collect admissions data
(digital signature, palm vein, photo) for religious or other reasons.
Most exam sponsors require candidates to be approved for an
admissions data waiver before they arrive at the test center.
If a candidate asks you to waive admissions data capture without

receiving prior approval from the exam sponsor, check the exam
sponsor's client reference for further instruction. If the client reference
does not have specific instructions, use the guidelines in following
table.
If you waive any admissions data requirements, create an incident

report. If your test center received a prior approval waiver in an
incident report, update the incident report to confirm that you waived
the appropriate data collection.
Admissions data type Waiver policy

Digital signature Never skip the digital signature requirement without prior
approval from the exam sponsor.
The digital signature indicates the candidate's consent to the

rules agreement, so the candidate must provide a signature in
order to test.
Palm vein Only applicable at PVTC Selects and PVTCs equipped with a
palm vein device. The palm vein device is not required at all
PVTCs, but it is required at all PVTC Selects. For more
information about the differences between a PVTC and PVTC
Select, see "About the test center network". Pearson VUE
contacts test centers if they must have the equipment installed.
Never skip the palm vein requirement without prior approval

from the exam sponsor.
Photo If the client reference does not indicate that the sponsor
requires prior approval, you can waive the requirement only if
the candidate asks to skip the photo for religious reasons.
Waive the photo requirement by clicking Next without taking a

photo. At the end of the admission process, a message informs
you that you did not perform all of the admission steps.

Skipping a mandatory admission step
Some exam sponsors may allow an admission step to be waived or
skipped during admissions. An example would be waiving the
photograph step due to religious reasons. Make sure to refer to the
client reference for policies on which admission steps can be waived.
For more information on photograph waivers, please see "Admissions
data waivers."
If a step can be waived, some exam sponsors may require you to

obtain an authorization code from VSS first before skipping the
admission step. When you click on the Next button in Admissions
Manager without collecting the admissions data, the following message
may appear on the screen:
Follow the steps below to obtain an authorization code:
1. Once the authorization window appears after clicking Next,

contact VSS to obtain an authorization code. You must
provide the candidate's Registration ID to VSS in order to
obtain the authorization code.
You can find the Registration ID at the top of the Admissions

Manager screen as shown below.
VSS will provide the test administrator with the authorization code
if it is determined that the admission step can be skipped.

If the step is being skipped due to a device failure, make sure to
follow the backup admissions data processes provided in this
chapter in order to collect the required data from candidates.
2. Enter the Authorization Code into the box, and then click
OK.
The next step will appear in Admissions Manager. Continue with

the process of checking in the candidate.

Filling in the log sheet
Each candidate must fill in an entry on the log sheet, which is also
partially filled in by the administrator.
Note: At PVTC Selects, only candidates taking IT exams are required

to fill the log sheet. All candidates at PVTCs must fill the log sheet.
The log sheet entry provides a record of each candidate's activity,

which is useful if questions or problems arise in the future. It also
provides a way of ensuring that each candidate's IDs are checked and
that each candidate receives the Candidate Rules Agreement, an
erasable noteboard and exam exhibits (if applicable). In addition, it
allows you to verify that a candidate returned the erasable noteboard
and exam exhibits that he or she received.
Master copies of the log sheets are available from the Downloads page
on the VSS website. Versions in other languages are also available.
Follow these steps to fill in the log sheet:
1. Print your name on the "Administrator" line on the right

side of the log sheet, and then check the boxes next to
"Primary ID" and "Secondary ID."
If you are using the high-security version of the log sheet, you
need to enter the Primary ID type and number.
2. Ask the candidate to do the following on the left side of the

log sheet:
 Print his or her full name on the "Candidate" line.
 Write in the exam series number.
 Sign his or her full name on the "Received & read candidate
rules agreement (sign in)" line.
 Enter the current time on the line next to his or her signature.
You will enter additional information on the log sheet when you give
the candidate the necessary supplies (see "Distributing noteboard and
exam supplies") and when you sign the candidate out. An example of a
completed log sheet is shown in "Completing the log sheet."
You must collect and file log sheets each day and keep them at
your test center for 12 months.
3. After the candidate has filled in the log sheet, click the Next
button in Admissions Manager.

The window looks like the one shown below. You can continue with
the next section, "Storing personal belongings."

Storing personal belongings
1. Have the candidate store any personal belongings in a
secure area.
In general, candidates are not allowed to bring any items into the
testing room. For details about which items are and are not
allowed, refer to "Rules about personal belongings," "Personal
belongings that must be stored," and "Permitted personal items."
2. Click the Next button in Admissions Manager.
The window now looks like the one shown below. You can continue
with the next section, "Distributing noteboard and exam supplies."
Rules about personal belongings
Candidates are discouraged from bringing any personal

belongings to the test center, since these items must be stored in a
secure space and are not permitted in the testing room.
A personal belonging is any item a candidate brings to the test

center that is not either approved by the exam sponsor or pre-
approved because of an accommodation. These belongings are not
allowed due to security reasons; for example, candidates could
hide notes in a purse or briefcase or send out information about an
exam via cell phone.

Explain to candidates that no personal items are allowed in the
testing room; everything must be returned to the candidate's car
or kept in a locker or other private, secure space provided by the
test center. If a candidate insists on taking an item into the testing
room, explain the policy again. Ask the candidate to store the item
and advise the candidate that you will need to report the incident if
he or she does not cooperate. If the candidate still refuses to store
the item, file a detailed incident report immediately as described in
"Candidate misconduct/cheating" and include information about the
type of item the candidate refused to store.
You need to collect all candidate wallets. If a candidate insists on

not giving you his or her wallet, you can allow the candidate to
take it into the testing room as long as you first inspect it to ensure
it does not contain loose pieces of paper that could have notes
written on them and that it is the type that fits into a person's back
pocket.
You must be diligent and consistent when checking in

candidates to ensure that no unauthorized materials are
allowed in the test room.
 After the candidate has put away their personal belongings, ask
that the candidate turn out all their pockets (both pants and
blazer/sweater pockets) so you can see they are empty.
 If the candidate is wearing long sleeves, ask the candidate to

roll up their sleeves.
 If the candidate is wearing a tie, ask him to lift the tie to show
you nothing is hidden under the tie.
 If the candidate has long hair that covers his or her ears, ask
them to pull their hair back to show you there is nothing, like a
Bluetooth, attached to their ear.
 Ask the candidate to pat themselves down (arms, legs,

waistline) to show you there is nothing hidden.
 Thoroughly inspect anything that is allowed into the testing

room.
When a candidate is taking a break, he or she is permitted to

access stored personal items only if necessary. For example, a
candidate may need to take medication at a specific time.
Candidates are NOT allowed access to other items, such as cellular
phones or exam notes or study guides that were stored during the
exam. If you observe a candidate attempting to access these
unauthorized items during a break, warn the candidate that this is
not allowed. If the candidate ignores your warning, file an incident
report as noted above. (If a sponsor has a different policy
regarding access to belongings during breaks, details are provided
in the sponsor's client reference.)
A secure space for candidate belongings can be any space in which
candidates cannot access the belongings during the exam and in
which the items will be safe. Neither administrators nor candidates
should have access to the items during the exam.

 Lockers, locked drawers, locked cabinets or a locked room can
be used for storage at PVTCs.
Note: PVTC Selects are required to have one locker per

delivery workstation for storage of personal belongings
Note: PVTC Government Centers that are correctional
facilities are not required to provide locked storage in the
check-in area or testing room. Instruct candidates to store any
personal items away from the testing area.
 Center-owned, locked bags or backpacks work well for storage
at PVTCs. Candidates know their belongings are safe at their
feet, but they cannot access them during the exam. Unlock the
bag or backpack after candidates return the erasable
noteboard.
 An administrator's desk drawer or out-of-reach shelf space is

NOT acceptable as secure storage areas.
Personal belongings that must be stored

The following are examples of items generally NOT allowed (but not
limited to) in the test room:
Outerwear (coats or No outerwear can be worn in the testing room. This includes
jackets) overcoats, windbreakers, down jackets, rain jackets/slickers and so
on. If a candidate complains that the testing room is cold, offer 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. If the item has pockets and the candidate does not want to
remove the item for inspection, ask the candidate to show you that
the pockets are empty.
Scarves of any kind Scarves are not permitted in the testing room except for religious or
medical reasons. In those cases, visually inspect the scarf before
admitting the candidate to the testing room.
Hats, hairbands, etc. No hats of any kind or other head coverings are allowed inside the
testing room except for religious or medical reasons. In those cases,
visually inspect the item before admitting the candidate to the testing
room. Barrettes and clips that are small and thin (less than 1/4 inch
or 1 cm) and hairbands that are less than 1/2 inch wide are
permitted.
Jewelry Jewelry that is wider than 1/4 inch (1 cm) is not permitted unless the
candidate is wearing an item which they claim cannot be physically
removed. Small jewelry is permitted.
Cell phones or Candidates should turn off their cell phones and pagers before placing
pagers them in the locker. If the candidate refuses to turn off the device, or
if you later find out that the candidate did not turn off the device,
follow the process in "Responding to candidate misconduct."
Purses, wallets and If candidates are concerned about leaving something of value in the
watches locker, you may suggest they leave the item in their car.

Tablets, Candidates may also prefer to leave the item in their car.
smartphones, or any
other mobile
electronic devices,
including (but not
limited to) Google
Glass, camera
glasses, etc.
Briefcases, If the item is too big for the locker, you may suggest the candidate
backpacks or bags leave the item in their car.
Notes, notebooks, Unless the items are specifically permitted by the exam sponsor.
study guides
Calculators Unless specifically allowed by the exam sponsor.
Dictionaries, Unless specifically allowed by the exam sponsor.

including language
translation
dictionaries
Pens and pencils Only writing instruments supplied by the test center are allowed.
belonging to the
candidate
Water bottles, Unless specifically approved by the exam sponsor as an

contact lens accommodation. Cough drops and pills are allowed as long as they
solution, and lip are unwrapped and not in a bottle or other container.
balm (such as Chap
Stick)
Food, drinks or Candidates are NOT permitted to bring food or beverages into the
tobacco products testing room unless they have an accommodation. (Refer to Food and
drink in the testing room.) They may store the items in a locker and
take them outside of the test center during breaks. If a candidate
wants to store food with a strong odor that may be offensive or
distracting to other candidates or test center staff, ask the candidate
to either dispose of the food or to store it in his or her car.
Weapons of any kind Weapons are NOT allowed on test center premises. If a candidate
(guns, knives, etc. – brings a weapon into the test center, ask the candidate to store that
including realistic item in their car. If the candidate did not drive to the test center,
'toy' weapons) allow the candidate (as a last resort) to store it in the locker with
their other personal belongings. The only exemption is for law
enforcement or security personnel coming on site to perform their
duty, such as apprehending a dangerous individual. This exemption
does NOT apply to law enforcement or security personnel scheduled
to take a test; such persons must leave weapons outside like
everyone else.
In ALL cases involving weapons brought on site, file an incident

report. If at any time you believe staff or candidate safety may be at
risk, notify your local public security officials immediately and follow
the direction of local law enforcement personnel.

Permitted personal items
The following items are allowed in the testing room. Care should be
taken to ensure that there is nothing concealed in or written on these
items.
Layered indoor Examples of layered indoor clothing are sweaters, sweatshirts,

clothing blazers/suit coats or any other layered clothing that is part of an
outfit. If the item has pockets and the candidate does not want to
remove the item for inspection, ask the candidate to show you that
the pockets are empty.
Be sure to inspect hooded sweatshirts for ear buds on the end of the
drawstrings. If the drawstrings have ear buds, ask the candidate to
show you that there is nothing plugged into the sweatshirt (such as
an iPod or other musical device) and inform the candidate that they
will not be permitted to put their ear buds in their ears during the
exam.
This category also includes saris and similar traditional garments

worn in a draped fashion by women on the Indian subcontinent and
elsewhere.
Candidates are permitted carry a sweater or sweatshirt into the

testing room with them and are permitted to it off and place it on the
back of their chair if it gets too warm.
Religious/cultural See "Religious apparel."

apparel
Comfort aids See "Comfort aids."
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 may 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.

With the exception of some kirpans (see restrictions below), items
considered religious apparel are allowed in the testing room following
visual inspection by the test administrator. Visual inspection should be
done by examining the item without directly touching it or the
candidate, and without asking the candidate to remove or unwrap it.
Observe the item closely from an appropriate professional distance in
order to ascertain to your own satisfaction that it is not being used to
conceal notes or other prohibited materials.
It may not always be immediately clear whether an item of clothing is

considered religious apparel. There may by types of religious apparel
not listed above. If a candidate identifies an item of clothing as
religious apparel, treat it as religious apparel.
With the exception of kirpans (see policy below), under no

circumstance should any candidate be asked to remove an item of
religious 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, ask the candidate to have a seat in
the waiting room, and follow the procedures to contact the Program
Coordinator as described in Responding to candidate misconduct. The
Program Coordinator will advise whether the candidate will be
permitted to test after removing the prohibited items.
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 placed in the lockers. If the candidate refuses
to do so after being asked, allow them to test but file an incident
report.
Visually inspect permanent tattoos and henna tattoos without directly

touching the candidate. It is not necessary to file an incident report for
tattoos unless you suspect candidate misconduct. In those cases,
follow the WIN process, and create a "Candidate error or misconduct"
incident report.
Note: Some sponsors require an incident report to be created for any

candidate admitted with religious apparel. For details, refer to the
appropriate exam sponsor client reference.
Ceremonial daggers (Kirpans)
A kirpan is a ceremonial curved dagger that some Sikh men and

women are obliged to wear at all times.
If a candidate is wearing a kirpan and has not received a

accommodation to wear it into the testing room, ask the candidate to
store it in their locker. If the candidate objects to storing the kirpan
and it is no more than 12 inches in length, then request that the
candidate secure it beneath their undergarment(s) so it won't fall out
and is not visible to other candidates. The candidate may then enter
the testing room. Do not file an incident report unless the sponsor
requires an incident report to be created for all candidates admitted
with religious apparel.

Any candidate intending to wear a kirpan exceeding 12 inches in
length must request and be approved for an accommodation in
advance, so that necessary arrangements may be made at the testing
center. If no accommodation has been granted, the candidate must
store the kirpan. If the candidate refuses to do so, turn them away
and file an incident report.
Comfort aids
Candidates are allowed to bring certain comfort aid items into the
testing room without receiving prior approval. Refer to the Pearson
VUE website for a current list of permitted comfort aids
(http://home.pearsonvue.com/test-taker/Test-
accommodations/Comfort-aids.aspx).
Visually inspect all comfort aids before you allow the candidate to
bring them into the testing room. Visually examine the item without
directly touching it or the candidate, and do not ask the candidate to
remove the item. The only exception to this process is eyeglasses,
which candidates are asked to remove and show (but not hand over)
to the test administrator. See Checking eyeglasses for information
about inspecting eyeglasses.
Candidates are not permitted to bring their own earplugs, noise

canceling headphones, and tissues/Kleenex to use.
PVTC Testing Centers: Though not required, it is recommended

that earplugs, noise-canceling headphones, and tissues/Kleenex be
available to candidates.
PVTC Select Testing Centers: It is required that earplugs be

available to candidates. Though not required, it is recommended that
noise-canceling headphones and tissues/Kleenex be available to
candidates. Candidates must provide their own comfort aids. Comfort
aids are not considered to be accommodations, and therefore, do not
need to be pre-approved by Pearson VUE or the exam sponsor.
Candidates who want the test center to provide comfort aids must go
through the exam sponsor's accommodations process before arriving
for the exam.
Water bottles, diabetic test equipment and other medical devices are
not allowed in the testing room unless the candidate has been granted
an accommodation for the item in advance. The use of some of these
items may disturb other candidates, while others might cause damage
to computer equipment.
You do not need to file an incident report 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 a
specific comfort aid in the testing room, inform the candidate that you
need to get approval and contact the call center immediately.

Due to potential liability issues, test centers are prohibited from
dispensing medications. Do not dispense any type of medication to
candidates, including pain relievers and antacids. Candidates who
require use of other items from the first aid kit, such as the
tweezers or bandages, should be given the items to use
themselves. Administrators should not touch the candidate or
otherwise provide medical services. In addition, TAs may not give
food to candidates, including candy and/or mints.

Distributing noteboard and exam supplies
Generally, the only exam supplies you will need to distribute are an
erasable noteboard and pen. For more information on exam materials
permitted in the test room, see "Exam room materials." Follow these
steps to distribute these and any other supplies needed during an
exam:
1. Offer the candidate an erasable noteboard and pen, and

check the box on the log sheet to indicate that the candidate
received a noteboard.
Tell the candidate that you will collect the erasable noteboard and
pen after the exam. Please note the following:
 Scratch paper of any kind is NEVER permitted in the

testing room. Candidates are not allowed to use their own
paper or notebooks, and notepads of any kind are not allowed.
It is not acceptable to leave notepads at each delivery
workstation for candidates to use.
 Candidates are NOT permitted to bring their own writing

instruments into the testing room. The test center must provide
any pens or pencils that are required for an exam. A known
method of cheating is to etch exam information onto pencils as
a means of removing the information from the testing room.
 Brain-dumping: Always refer to the exam sponsor's

documentation for a client-specific policy on brain dumping. If
there is none, then follow the policy below.
Candidates are not permitted to write on the erasable

noteboards until the proctor selects the candidate's name on
the Appointment Selection window and clicks the Start
button. Some exam sponsors have untimed sections at the
beginning of their exams. Proctors must monitor candidates to
make sure they are not abusing these untimed sections by
"brain-dumping" (writing excessive notes on the noteboard
before the exam begins).
If a proctor notices that a candidate has been writing on the

erasable noteboard for more than five minutes during an
untimed section at the beginning of an exam, the proctor
should enter the testing room and ask that the candidate move
to the next section of the exam. The proctor should also
remove the noteboard from the candidate and provide a new
one. It is not necessary to file an incident unless the candidate
refuses.

Candidates may "brain-dump" at the beginning of the exam as
long as the exam begins with a timed section. For example, a
candidate may spend the entire 10 minutes of a timed tutorial
writing on the erasable noteboard. Refer to the exam sponsor
client reference to determine what sections of each exam are
timed.
 An initial supply of noteboards and pens is sent to each test

center. After that, centers are responsible for maintaining a
sufficient supply of noteboards and pens. If your center cannot
provide a noteboard, the candidate will need to test without
one. The center will be liable if the candidate files a complaint
later.
2. Distribute any supplemental materials the exam sponsor

requires you to give candidates for a specific exam.
Although most exams do not require special supplies, some exam

sponsors may require you to give candidates specific items to use
during some exams, such as a paper exhibit or a calculator. Refer
to the sponsor's client reference in the Exam Sponsor Guide for
information.
If a calculator is required during the exam, typically a calculator is

built into the exam that candidates can use. The division symbol on
this calculator is the "/" key. Some sponsors allow candidates to
use their own calculators, as long as they meet specific
requirements, such as the calculator must be non-programmable.
Non-programmable calculators are battery or solar-operated,
silent, hand-held and do not have an alphabetic or graphic display.
Programmable calculators have storage/memory capabilities and
usually include the following keys: STO (storage), RCL (recall),
MEM (memory), PRGM (program). Refer to the sponsor's client
reference for requirements.
3. Have the candidate initial the "Received exhibits" box on

the log sheet to indicate that he or she received the
materials, if applicable.
4. Click the Next button in Admissions Manager.
The final admission step is always "Admit," as shown below, and an

Admit button appears in the window.

Exam room materials
Use of materials such as supplements or exhibits, noteboards,
calculators, or diagrams are dictated by the exam sponsor and are
included in the client reference. These materials should not be placed
on the delivery workstations prior to candidate arrival.
Any materials the candidate brings into the test room are subject to
inspection. The test administrator must check the materials for any
written or loose notes or papers. The test administrator must also
check the memory of programmable calculator before and after
testing. These procedures may prevent a breach of security from
occurring.
Supplement/Exhibits/Reference materials
Some clients allow candidates to utilize reference materials (books and

diagrams) into the test room. These reference materials are necessary
to respond to certain questions within the exam. The use of personal
reference materials is specifically indicated in the client reference.
All supplements/exhibits, closing statements, blueprints, reference

books, or any other materials used in the testing room MUST be
inspected before and after use by a candidate.
Keep all supplements/exhibits current, accessible, and in good working

condition. If supplements or exhibits become damaged and need to be
replaced, create an incident report.

Exam supplement agreement
When the test administrator provides the supplement, exhibit, or

reference material, the candidate and test administrator may be
required to complete the Exam Supplement Agreement. This
agreement is primarily required for Regulatory exams. If an exam
sponsor requires this agreement to be completed, this information will
be placed in the exam sponsor's client reference or the Exam Sponsor
Guide.
Calculators
If a calculator is required during the exam, typically a calculator is built

into the exam that candidates can use. The division symbol on this
calculator is the "/" key.
Some sponsors allow candidates to use their own calculator, as long as

the calculator meets the specific requirements, such as it must be non-
programmable.
 Non-programmable calculators are battery or solar-operated,

silent, hand-held, and do not have an alphabetic or graphic
display. Alphabetic characters are considered to be ABC, DEF
(similar to a cell phone). Exceptions are mathematical symbols
such as "cos" or "sin."
 Programmable calculators have storage/memory capabilities

and usually include the following keys: STO (storage), RCL
(recall), MEM (memory), PRGM (program).
Make sure to refer to the client reference for calculator requirements

and policies.
Calculators with memory capabilities can be checked by the test

administrator BEFORE AND AFTER testing for any possible security
breach. Press each of the memory keys and look for information saved
on the calculator screen. Use your best judgment. For instance,
candidates may have personal information such as phone number
stored in memory. In these cases, do not delete the memory. Make
sure to document any suspicious findings in an incident report.
Note: Generally, real estate and appraiser candidates are allowed to

use any type of calculator, including those with memory capabilities
(programmable).
Candidate photo identification
Candidates are required to take one photo drivers license or other

picture ID into the test room. The candidate's photo ID will be used to
identify a candidate when taking unscheduled breaks.

Verifying and updating the candidate's
demographic information
If required by the exam sponsor, you will be asked to verify and
update candidate demographic information. Follow these steps to
verify and update/correct candidate's demographic information:
1. Once the Verify candidate's demographic information step

appears, you will notice that the candidate's name, address
and phone number appear at the bottom of the instruction
for the admission step. If updates are needed, click the Edit
button.
2. Once the next screen appears, you will need to click the
"Edit" button in the top right corner to make changes. Once
you do this, notice the name section is grayed out. You are
unable to make changes to that field.

3. If the client requires you to verify the social security
number or other information that doesn't appear on the
Primary tab, click the Client Info tab. Once you make the
changes, click the Save button in the top right corner.
4. Close the screen and return to Admissions Manager by

clicking the red X in the top right corner. Click Next to
continue onto the next admission step.

Verifying and updating school code information
and custom questions
If required by the exam sponsor, you will be asked to verify and/or
update the school code information and ask the candidate any custom
client questions. Steps for verifying and updating this information are
below:
1. An admission step will appear prompting you to verify and

update the school code and/or custom questions.
2. Click the Edit button that appears just below the instruction
box.
The Edit Candidate Information box will appear.
3. Click on the Exam Questions tab and verify the information

with the candidate.
4. If no answers appear or some need to be updated/changed,

click the Edit button at the top right corner. Once you are
finished with the updates, click the Save button.
5. Click the X to close the window and continue the admission

process.

Admitting the candidate
As noted on the previous page, the final step in the admission process
is always "Admit." When you reach this step, click the Admit button to
complete the admission process and admit the candidate. The
"Admitted" message displays, as shown below. Click OK to return to
the Admissions Manager Schedule window.
As shown below, the candidate's status is changed to Admitted. Notice

that the Admit button is no longer available when the candidate's
name is selected on the schedule. However, the Revoke Admission
button is available. This button allows you to essentially delete a
candidate's admission from the system. (Refer to the next page for
more information.) The candidate's exam will now be listed on the
Appointment Selection window in Delivery Manager so you can start
the exam.

Revoking an admission
In rare cases, an administrator may choose the wrong name in the
Admissions Manager Schedule window and admit a candidate under
another candidate's name. If you select the wrong name and then
proceed through the admission steps and click the Admit button in the
final step, you can use the Revoke Admission button in Admissions
Manager to essentially delete the admission and admit the candidate
all over again under the correct name. This feature can be used only if
the candidate has not yet started the exam. Follow these steps:
1. Log in to Admissions Manager and select Schedule in the left

pane.
The Schedule displays, as shown below. In this illustration, the

name of a candidate who has already been admitted is selected.
Notice that the Admit button is not available, but the Revoke
Admission button is available. This button will NOT be available if
the candidate has already started the exam.
2. Carefully check that you have selected the name of the

candidate whose admission you want to revoke, and then
click the Revoke Admission button.
The Revoke Admission window appears and lists the candidate's

information, as shown below. As the instructions state, if you
revoke the admission, the candidate will no longer be admitted for
the exam. You will need to redo all admission steps in order to
admit the candidate for the exam.

3. If you are sure you need to revoke the admission, click the
Revoke button.
The candidate is no longer admitted for the exam. To admit the

candidate, you need to select the candidate's name on the
schedule in Admissions Manager, and then click the Admit button.

About accommodations
Sometimes candidates require special aids or someone to assist them
during the exam. These are referred to as accommodations. Most
accommodations are granted in accordance with the Americans with
Disabilities Act (ADA) or similar laws specific to your country.
All ADA accommodations are pre-arranged by the Accommodations

Scheduling Coordinator. The candidate may contact the
Accommodations Scheduling Coordinator directly at 1-800-466-0450
to coordinate the request and schedule his or her exam.
General guidelines for ESL accommodations
English as a Second Language (ESL) is not considered a disability

under the Americans with Disabilities Act (ADA). The exam sponsor
determines whether or not candidates can be approved for extra
time due to ESL.
Additional time may be given to ESL candidates if the exam sponsor
permits. When an ESL accommodation is provided to a candidate, he
or she will receive "extra time" added to the exam. Additional time is
added to the total exam time and distributed evenly through its parts.
In most cases, any additional time provided by time-extension
accommodations is already built into the exam.
General guidelines for ADA accommodations
English as a Second Language (ESL) is not considered a disability

under the Americans with Disabilities Act (ADA). Refer to "General
guidelines for ESL accommodations" for more information on
handling candidates with ESL accommodations.
Listed below are the different ADA accommodations your test center
may encounter and general guidelines for each type. There may be
other accommodations, either ADA or non-ADA, that are specific to
exam sponsors.
 All assistive personnel:
o In addition to the standard types of allowed comfort aids,

assistive personnel may bring contact lens wetting solution into
the testing room as long as the proctor inspects the container
first. Confirm that there is no writing on the container and that
there are no papers affixed to or hidden inside of it.

o Assistive personnel may bring a covered container of water into
the testing room. Before the assistive person enters the testing
room, the proctor must check that the container appears to
contain water, confirm that there is no writing on the container
or papers affixed to it or hidden inside of it, and verify that the
container is a squeeze bottle or bottle with a screw-top lid and
straw. Uncovered containers are not permitted. The assistive
person can remove the container from the testing room when
taking a break in order to refill it; the proctor must check the
container again when the assistive person returns. You do not
need to file an incident report for containers of water.
o At Pearson VUE Authorized Test Centers (PVTCs), assistive
personnel must sign-in/out on the Test Center Log Sheet and
each time they enter and exit the testing room, the time must
be logged on the log sheet. However, at Pearson VUE
Authorized Test Center Selects (PVTC Selects), test
administrators must log each time an assistive person enters
and exits the testing room on the Site Visitor Log Sheet.
 Personal care attendant (PCA): These assistive personnel help
a candidate to use the restroom, take medication, and access
stored personal items (food, drinks, medication, and medical
equipment) outside of the testing room during breaks.
o PCAs may not assist the candidate with the exam in any way
and must stay in the waiting area at all times while the
candidate is testing. Pearson VUE notifies sites in an incident
report for any exceptions to this process.
o PCAs may bring something to read while the candidate is

testing, such as a book, magazine, or newspaper, but they may
not use electronic devices at the test center. All electronic
devices must be turned off and may be stored in a locker if one
is available.
 Reader: These assistive personnel may read the exam questions

and responses to the candidate.
o Test centers will be informed when a reader is granted for a

candidate.
o A reader is not permitted to assist the candidate in identifying

correct responses or to answer any questions for the candidate.
Readers must not provide any clues about the correct answers.
Readers must keep facial expressions and voice tone and
inflections neutral. Exams must be read as printed, word for
word. No interpretations.
o The candidate can instruct the reader about which exam

information the reader should read. For example, the candidate
may want to call on the reader when needed or ask the reader
to read and then stop.
 Sign Language Interpreter: These assistive personnel may help

hearing impaired candidates during all aspects of the sign-in and
admission processes and during the exam tutorial.

o Test centers will be informed when a sign language interpreter
is granted for a candidate.
o After the exam has started, the sign language interpreter must
leave the testing room if the exam sponsor does not permit the
interpreter to be with the candidate for the entire exam. Some
exam sponsors only permit a signer during certain portions of
the exam. If the exam sponsor does not permit the interpreter
during the exam or during certain portions of the exam, then
the interpreter must wait in the waiting area. When the
candidate reaches a portion of the exam where an interpreter is
permitted, the candidate will signal the test administrator, and
the test administrator can summon the interpreter to the
candidate.
o When possible, the interpreting will be done in the test center

reception area so that other candidates are not disturbed. If the
candidate has a technical problem requiring the test
administrator's assistance, the sign language interpreter can
accompany the test administrator into the testing room.
Checking in assistive personnel

Some candidates are granted accommodations to have someone assist
them during an exam. For example, this person may read the exam
questions and responses to the candidate, record answers as directed
by the candidate, or serve as a sign language interpreter between the
candidate and test administrators. Candidates may also be allowed
some other type of assistant, such as a personal care attendant (PCA).
If a candidate is approved to have assistive personnel in the testing

room, the candidate must either be seated in a separate room or must
be the only one taking an exam in the testing room. Pearson VUE
notifies sites in an incident report for any exceptions to this process.
These accommodations must be approved by Pearson VUE in advance.
A Pearson VUE Accommodations Scheduling Coordinator will open an
incident report to notify your test center in advance to make the
necessary arrangements.
Assistive personnel (except PCAs) arrive with the Assistive Personnel

Attendance Record. (The VSS Downloads page has a sample of this
document.)
For more information about accommodations, see "About

accommodations."
When the person for the accommodation arrives at the test center, he
or she must go through a check-in process as candidates do. Use the
processes in the following sections to manage appointments with
assistive personnel.

Assistive personnel who are PCAs do not use the Attendance
Record document used by other types of assistive personnel. When
checking in PCAs, disregard steps in the following process related
to the Attendance Record.
Admissions process
1. Check in the candidate as you normally would, and confirm

in the Admissions Manager schedule that the candidate is
approved for the accommodation.
A Pearson VUE Accommodations Scheduling Coordinator creates an

incident report to notify your test center of the accommodation.
Note that assistive personnel serving as sign language interpreters
need to assist with candidate check-in procedures.
2. Ask the assistive person for identification, and verify that

the name matches the name listed on the Attendance
Record (or in the incident report for PCAs).
Assistive personnel must present a government-issued ID with

both a photo and a signature as described in "Acceptable forms of
ID" (or two IDs if one has a photo and the other has a signature).
3. Ask the assistive person to complete and sign the

Attendance Record.
Assistive personnel receive an Attendance Record before coming to

the test center and are instructed to bring it with them on the day
of the exam. If the assistive person does not bring an Attendance
Record, you may download a copy from VSS. (This step does not
apply to PCAs.)
4. Ask the assistive person to complete and sign the

appropriate log sheet. Compare the signatures on the log
sheet and on the Attendance Record with the signature on
the ID. All signatures must match.
At Pearson VUE Authorized Test Centers (PVTCs), assistive

personnel must sign the Test Center Log Sheet. However, at
Pearson VUE Authorized Test Center Selects (PVTC Selects),
assistive personnel must sign the Site Visitor Log Sheet. The VSS
Downloads page contains a copy of the Site Visitor Log Sheet you
can print. On the log sheet, note that the visitor was an assistive
person.
After checking the signatures, return the ID to the assistive person.

Ask the assistive person to keep the ID with him or her, since it will
be required for signing in and out of the testing room. Return the
Attendance Record to the person. Ask him or her to retain it and
give it to the proctor when signing in to the testing room.

5. Show the assistive person where to store personal
belongings during the exam.
The same personal belongings rules apply to assistive personnel as

to test candidates except that assistive personnel may have a
covered water bottle and contact lens solution as described in
"General guidelines for ADA accommodations." Refer to "Storing
personal belongings" for more detail.
6. After the candidate and the assistive person have both completed
the admission process, introduce them to each other.
Candidates may not want others to know that they have a

disability. If other candidates are present, quietly introduce the
candidate and assistive person to each other, or, if possible, wait to
introduce them in the private testing environment.
Exam delivery and sign-out process
1. Inform the candidate and the assistive person about the

sponsor's break policies and assistive personnel break
policies listed below.
 If the candidate takes a break during the exam, the

assistive person must also take a break and leave the
testing room.
 The assistive person cannot take a break if the candidate

does not take one.
 When a candidate takes a break, sign the candidate out as

you normally do. Ask for the assistive person's ID, and log
the time on the Testing Room Log for PVTCs and the Site
Visitor Log Sheet for PVTC Selects. Repeat this process
before the candidate and assistive person re-enter the
room. When signing the assistive person back in, verify that
the photo on the ID looks like him or her.
 After a break, check both the candidate's and assistive

person's ID before readmitting them to the test room. You
must escort the candidate and the assistive person back
into the test room at the same time.
2. Collect the assistive person's Attendance Record.
Tell the assistive person that you will provide him or her with the
Attendance Record after the exam. (This step does not apply to
PCAs.)
3. Escort the candidate and assistive person (if necessary) into

the testing room, and start the exam as you normally would.
4. After the exam, sign out the candidate. At PVTCs, make sure
to sign out the assistive person on the Test Center Log
Sheet also. At PVTC Selects, sign out the assistive person on
the Site Visitor Log Sheet.
5. Sign the assistive person's Attendance Record.

The assistive person keeps the Attendance Record. (This step does
not apply to PCAs.)
6. AT PVTC Selects, file a candidate incident report and attach

a copy of the Site Visitor Log Sheet. Choose the Site Visitor
topic under the Candidate Issues category.
Assistive personnel rules checklist

Assistive personnel arrive at the test center having agreed to the rules
checklist below. Note that the vendor's policy instructs assistive
personnel to bring a primary and secondary ID. However, as noted in
step 2 of "Checking in assistive personnel," Pearson VUE's policy
requires only a primary ID with a photo and signature (or two IDs if
one has a photo and the other has a signature). This checklist is
included in the guide as a point of reference in case of issues with
assistive personnel. Do not distribute this checklist to assistive
personnel at the test center.

Managing Exam Delivery
This chapter describes procedures for managing the delivery of exams
in the test room, including entry and exit monitoring. This chapter
contains the following sections:
Verifying candidate's identity (Entry/Exit Monitoring) .................... 273
Checking eyeglasses ................................................................286
Seating candidates ..................................................................288
Using Delivery Manager ............................................................289
The Administrator application in Delivery Manager........................ 304
Handling accommodations in the VUE Testing System ................... 305
Proctoring an exam..................................................................311
Proctoring accommodations appointments ................................... 318
Managing breaks .....................................................................321
Stopping, resuming, restarting or extending an exam ................... 330

Verifying candidate's identity (Entry/Exit
Monitoring)
A candidate's identity must be verified each time the candidate enters
or leaves the test room (including when he or she leaves to take a
scheduled or unscheduled break and finishes the exam). The time for
when the candidate enters and exits the testing room for unscheduled
breaks must also be logged on the log sheet. The log sheet contains an
"Unscheduled Break Time" section where Test Administrators can input
this information.
Make sure to log the time the candidate is in and out of the testing
room for an unscheduled break and to check the candidate's ID,
verifying that the picture on the ID looks like the candidate. Check the
"Check ID" box next to the logged time on the log sheet once you
have verified this information.
For more information about the log sheet, see "Filling in the log sheet."
(Note: At PVTC Selects, only candidates taking IT exams are required
to fill the log sheet.)
Some test centers, such as Pearson VUE Authorized Test Center

Selects, are required to perform entry and exit monitoring through the
Entry Monitoring feature in the Admissions Manager application. Entry
Monitoring typically requires a palm vein capture. The palm vein is
compared to the one taken during the admission process to verify the
candidate's identity. Refer to "Entry Monitoring procedure" for more
information.
The Entry Monitoring feature in Admissions Manager appears only at

certain test centers. It is not required at all sites. Your test center will
not see this feature in Admissions Manager if it is not required.
If the palm vein device at the administration workstation is not

working, the backup solution is to check the candidate's ID. See
"Backup Entry Monitoring procedures." In that case, the
candidate's primary ID is checked each time the candidate enters
or leaves the testing room.
Entry Monitoring procedure

If your test center has the Entry Monitoring feature in the Admissions
Manager application, follow these steps to perform Entry Monitoring for
a candidate:

The Entry Monitoring feature in Admissions Manager appears only
at certain test centers, such as Pearson VUE Authorized Center
Selects. It is not required at all sites. Your test center will not see
this feature in Admissions Manager if it is not required.
1. Click the Entry Monitoring icon in the left pane of the

Admissions Manager window.
The Entry Monitoring window appears, as shown on the illustration

in the next step, and displays the candidate list. This list contains
information about all candidates who have recently been through
the admissions process. Names appear in alphabetical order
according to the candidate's last name. The window also indicates
for which exam the candidate has been admitted and the type of
entry monitoring the exam sponsor requires, such as palm vein.
Refer to "Candidate list window" for detailed information about the
window.
2. Select the candidate's name in the list. After selecting the

candidate, the buttons below the list will become available.
If the exam sponsor does not collect palm vein, only the
Check ID button will be available/active.
Candidates who have been through the admissions process and

whose results have not yet been uploaded by RMA are listed here.
The Check column indicates whether the sponsor requires you to
check a palm vein or ID.
3. Next, follow the steps in one of the sections listed below

depending on what is required to be verified in Entry
Monitoring.
 Checking palm vein in Entry Monitoring

 Checking ID in Entry Monitoring
If the palm vein device is not available and the selected exam
requires palm vein verification, click the Check ID button to
check the candidate's ID. The following warning message
appears: "The client requires that biometrics be collected. Are
you sure you want to proceed without collecting a biometric?"
Click Yes ONLY if you need to use the backup method. Click No
to return to the candidate list. If you click Yes, proceed to
"Checking ID in Entry Monitoring" for further direction.
Checking palm vein in Entry Monitoring
If the exam sponsor requires palm vein to be verified, the Verifying

Palm Vein Against Enrollment Templates window will appear after
you click the Check Palm Vein button in Entry Monitoring.
Follow the steps below to verify the candidate's palm vein pattern in
Entry Monitoring:
1. Ask the candidate to place their right hand flat on the palm
vein device with fingers apart.
The software will then verify whether or not the right palm being

o Right palm vein matches: If the right palm vein pattern is
window (see the image below). Click OK, and continue with
step 3 in this procedure.
o Right palm vein does not match on first attempt: If the

right palm vein pattern is not recognized, "No Match-Retry" will
appear in red on the right side of the window (see the image
below). Ask the candidate to remove their right hand
completely away from the device, and then repeat this step
o Right palm vein does not match on second attempt: If the

right palm is still not recognized after a second attempt, "NO
MATCH" and "Switch palms" appear on the right side of the
screen. The candidate must place their left palm on the device
to be verified.

Continue with step 2 in this process.
2. Ask the candidate to remove their hand completely off from

the device, and then to place their left hand flat on the
device with fingers apart.
The software will then verify whether or not the left palm being
o Left palm vein matches: If the left palm vein pattern is

window. Click OK, and continue with step 3 in this process.

o Left palm vein does not match on first attempt: If the left
palm vein pattern is not recognized, "No Match-Retry" will
image). The candidate must place their left hand on the palm
vein device again to retry the verification. Repeat this step
o Left palm vein does not match on second attempt: If the

left palm vein is a definite no-match after a second attempt at
verification, the message below may appear on the screen
requiring you to retry the palm vein verification process. Click
OK and retry the palm vein verification again, beginning at step
1 in this process.
o Definite no match found for both palms: If the system does

not prompt for a second retry (see bullet point above) or if the
palm vein patterns also fail to match on the second retry, the
message below will appear on the screen. When you encounter
this screen, recheck the candidate's primary ID and compare it
to the photo on the screen.

 If the photos match, check the ID Verified box and
click OK to continue with the entry monitoring process.
Make sure to create a Palm Vein Match Failure
incident report under the Candidate Issues category in
VSS regarding the no-match during entry/exit
monitoring. Select Palm vein did not match on
testing room entry/exit as the topic detail and include
in the IR that you have verified the candidate’s ID. If
possible, attach a scan of the candidate’s ID to the IR.
 If the photos do not match and you suspect the

candidate of misconduct, check the ID NOT Verified
box and click OK. Contact VSS immediately for
assistance.
Note: If necessary, you can stop the palm vein verification process by
clicking Cancel. This will return you to the Entry Monitoring screen,
and the candidate will not be signed in/out.
3. When the following screen appears in Entry Monitoring after

a successful verification of the candidate's palm vein, verify
the candidate's name and confirm that the exam listed is
the one he or she is currently taking.

4. If the candidate’s information is correct, click the Sign-In or
Sign-Out button.
OR
If the information is not correct, click the Cancel button.
A message warns the proctor that the candidate has not been signed
in or out and the candidate list redisplays. Verify that the correct
candidate is selected and that the candidate was admitted correctly. If
the candidate was admitted incorrectly or there is some other problem,
contact VSS.
Checking ID in Entry Monitoring
When the following screen appears, you must verify the candidate's
identity and verify the exam information shown on the screen with the
candidate:

Follow the steps below to verify the candidate's ID in Entry Monitoring:
1. Ask the candidate for his or her photo ID.
2. Verify that the photo on the ID matches the candidate and

the photo displayed on the screen.
If they match, proceed to Step 3. If they do not match, contact

VSS immediately for assistance.
If the exam sponsor did not require a photo during the admission
process, if the photo requirement was waived, or if the backup
photo method was used, no photo will be displayed. If the exam
sponsor requires a photo and a photo does not appear, DO NOT
sign the candidate in (unless the backup photo method was used or
the photo was waived). Contact VSS for assistance.
If the candidate does not have a photo, always check with the
front desk administrator to find out why. This is a good
opportunity to catch errors that may have occurred with the
photo.
3. Verify the candidate's name and confirm that the exam

listed is the one he or she is currently taking.
4. Click the appropriate button.

 If the candidate's information is correct, click the Sign-In or
Sign-Out button. The name of the button differs, depending on
whether the proctor is signing the candidate in or out. The
candidate list is redisplayed, and the candidate's status in the
Status column is updated appropriately.
 If the information is NOT correct, click the Cancel button. A

message warns the proctor that the candidate has not been
signed in or out and the candidate list redisplays. Verify that
the correct candidate is selected and that the candidate was
admitted correctly. If the candidate was admitted incorrectly or
there is some other problem, contact VSS.
Backup Entry Monitoring procedure

If the palm vein device is not working, click the Check ID button to
check the candidate's ID. The following warning message appears:
"The client requires that biometrics be collected. Are you sure you
want to proceed without collecting a biometric?" Click Yes ONLY if you
need to use the backup method (Click No to return to the candidate
list). For more information on checking the ID, see "Checking ID in
Entry Monitoring."
Also, make sure to follow the procedures given in the "Palm vein
device failures (device not working)."
For more information on what to do about palm vein match failures in

Entry Monitoring, see "Checking palm vein in Entry Monitoring." Make
sure to file an incident report if the primary ID does not match the
candidate also.
Candidate list window in Entry Monitoring

Some test centers, such as Pearson VUE Authorized Test Center
Selects, are required to perform entry and exit monitoring through the
Entry Monitoring feature in the Admissions Manager application. This
section provides more information about the Candidate list window in
the Entry Monitoring feature of the Admissions Manager application.

As described in "Entry Monitoring procedure", selecting the Entry

Monitoring icon in the left pane displays a list of candidates, as shown
below.
The window contains the following information:
Candidate/Exam Code/Client: The Candidate column lists the

name of each candidate who has recently been admitted, while the
other two columns provide information about the exam the
candidate is taking.
 Candidate names are always listed in alphabetical order

according to last name.
 The exam code and client information is helpful for when

candidates take multiple exams on the same day. Since a
candidate goes through the admission process for each exam,
his or her name may be listed more than once. Check the exam
code to verify that the participant is being signed in or out for
the correct exam.
 Once an exam is started or resumed, the candidate's name is

removed from the candidate list when the window is refreshed.
This is because the exam is in progress and the candidate
cannot be signed in or out. The candidate's name will return to
the list if the exam ends, the exam is stopped by the
administrator, or the exam is put into break mode.

 After an exam has ended, candidate names stay in the list until
RMA runs and transfers the candidate's results to Pearson VUE.
Check: This column indicates which type of entry monitoring

verification the exam sponsor requires, such as palm vein or ID.
If the sponsor requires a palm vein verification, the candidate's

palm vein MUST be captured.
Status: This column lets the administrator know the candidate's

current exam status. The possible statuses are listed in the
following table.
Status What it means Possible actions to take
Admitted Candidate has been through When ready to seat the candidate for an exam,
the admission process at the use the Entry Monitoring application to sign him
front desk, and administrator or her in. The status then changes to Initial
has clicked the Admit button. Sign-In.
Initial Candidate has been signed in After seating the candidate, start the exam
Sign-In through the Entry Monitoring using the Delivery Manager application. The
application for the first time candidate's name will be removed from the
but has not yet started the Entry Monitoring window until the exam is
exam. stopped, put into break mode or comes to an
end.
Stopped Administrator has used the The candidate's name reappears in the Entry
override functions to Monitoring window automatically. After
manually stop the exam or escorting the candidate from the testing room,
put the exam in unscheduled sign out the candidate. The status then
break mode. changes to Signed-Out.
Signed-In Candidate has been signed in After escorting the candidate back to his or her
through the Entry Monitoring workstation, resume the exam using the
application, although not for Delivery Manager application. The candidate's
the first time (see Initial name will be removed from the Entry
Sign-In). Monitoring window until the exam is stopped,
put into break mode or comes to an end.
Signed- Candidate has been signed When ready to reseat the candidate, use the
Out out through the Entry Entry Monitoring application to sign him or her
Monitoring application, but in. The status then changes to Signed-In.
the exam has not ended.
Delivered Candidate's exam has come After escorting the candidate from the testing
to an end. room, sign him or her out using the Entry
Monitoring application. The status remains
Delivered, and the candidate's name remains in
the candidate list until the next time RMA runs.

Check Palm Vein: Use this button to capture a candidate's palm
vein pattern. This button is active only if the sponsor for the exam
selected in the candidate list requires palm vein for entry
monitoring.
Check ID: Use this button to check a candidate's ID. This button is
always active, even if the sponsor for the exam selected in the
candidate list requires palm vein for entry monitoring. That is
because the administrator may need to check the candidate's IDs
as a backup method if the palm vein device is not working or if the
administrator was unable to capture a palm vein after two
attempts.
Refresh: Use this button to update the candidate list immediately.

The list is updated automatically whenever the user moves to a
different window and then returns to the candidate list, such as
when signing in a candidate or switching to the Admissions
Manager Schedule window. The Refresh button can be used to
update the list at any time.

Checking eyeglasses
When admitting candidates who wear glasses, visually inspect the
glasses to make sure they are not a prohibited electronic device, such
as Google Glass, camera glasses, or spy glasses, which may be used
for item theft. You must also visually inspect the glasses each time the
candidate enters the testing room after a break to ensure the glasses
have not been switched to a prohibited electronic device. The following
attributes may 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
Refer to the training module "Checking Candidates for Personal

Belongings" on VSS Downloads for more information to help you
identify these devices.
Follow the procedure below to inspect glasses each time the

candidate enters the testing room.
1. Explain to the candidate that you must visually inspect the

glasses to confirm they are not an electronic device.
2. Ask the candidate to remove the glasses and show them

(not hand them over) to you for better viewing.
Do not touch the glasses, even if the candidate offers to let you
handle them. If your test center has an available desk or
countertop, ask the candidate to place the glasses on the surface
to make inspection easier.
If the candidate refuses to remove the glasses or to let you inspect

them, follow the process in "Responding to candidate misconduct"
(WIN process).
3. Inspect the glasses to ensure they are not an electronic

device.
• Do not touch the glasses or the candidate
 Candidates must store Google Glass in their locker or vehicle

before you continue the check-in process. If the candidate
refuses, follow the process in "Responding to candidate
misconduct" (WIN process)

• If you suspect the candidate is wearing camera glasses or spy
glasses after visual inspection, follow the process in
"Responding to candidate misconduct" (WIN process). Also
refer to the sponsor's client reference for client-specific policies
regarding candidate misconduct.

Seating candidates
Listed below are guidelines for seating candidates in the testing rooms.
 Children, husbands or wives, relatives and friends of

candidates are not permitted in the testing room.
If the candidate has been approved for accommodations that

require the use of a separate testing room or special equipment,
seat the candidate in the appropriate place. If the accommodation
requires assistive personnel, such as an exam reader, refer to
"Checking in assistive personnel" for information on signing in and
seating the person.
Begin seating candidates as far from the door as possible, so there

will be less distraction as you seat candidates who arrive later.
 If there are not many candidates testing at one time, you

can seat candidates at every other workstation.
If you need to file an incident report while monitoring an exam,

such as an incident related to suspected cheating, include the
workstation asset number on the report (if your test center is using
asset binding).

Using Delivery Manager
This section provides information about using the Delivery Manager
application, which runs on each workstation on which exams will be
delivered.
Information on performing unscheduled breaks in the Administrator

application is provided in the "Performing unscheduled breaks in the
Administrator application on Delivery Manager" section.
To run Delivery Manager, you must be authorized to use it. See
"Setting up user accounts, passwords, and permissions
(Personnel)" for details.
For security reasons, the Delivery Manager application should

never be left running unattended. When Delivery Manager is not
being used, be sure to close the application as described in
"Closing Delivery Manager."
Starting an exam using Delivery Manager

Use the following procedure to start a candidate's exam in Delivery
Manager. After you start the Delivery Manager application on a
workstation and log in, the application can be closed only by a testing
administrator with a valid username and password for the Pearson VUE
applications. Candidates cannot exit Delivery Manager or access
Windows or any other application on the system.
Do not start an exam for a candidate until after he or she has

entered the test room and has verified his or her name and the
exam name and number, as described in step 4 in this procedure.
Follow these steps to start a candidate's exam:
1. Launch the Delivery Manager application on the candidate's

workstation by double-clicking the Delivery Manager icon on
the Windows desktop.
For information about how to launch Delivery Manager on a

workstation running the Windows 8 operating system, refer to
Launching Delivery Manager on a workstation running Windows
8.
An introductory window appears, and then the Login dialog box

displays as shown below.

2. Type the username and password for your Pearson VUE
account and click the Login button.
If a message or dialog box related to asset binding appears, refer

to "Workstation asset binding" for further information.
The Appointment Selection window appears, displaying candidate

appointments for the current day, as shown on the next page. For
information about using the window and its calendar, refer to
"Appointment selection window."
3. Click the candidate's name in the list.
The candidate's contact information displays in the upper part of

the window.

4. Using the information in the window, verify the candidate's
name and have the candidate verify that this is the exam he
or she wants to take.
Always be careful to select the correct exam and candidate

in the Appointment Selection window before starting the exam. It
is not unusual to have two candidates on the same day with similar
names, and it is critical that each candidate takes the correct
exam. A good practice is to read the candidate's name and the
exam name to the candidate before starting the exam, so that
mistakes can be caught immediately. For example, you might say,
"You are Mary Jones and you will be taking the CompTIA Server +
exam. Is that correct?"
5. Be sure the correct exam is highlighted in the grid, and then

click the Start button to launch the exam.
6. If the Accommodations dialog box is displayed, grant or

rescind the accommodations, and then click the OK button.
Refer to "Granting or rescinding accommodations."
7. Turn the workstation over to the candidate.
Many exams require candidates to accept the terms of a

nondisclosure agreement (NDA) before taking an exam. The NDA is
presented on the screen before the exam or at the very beginning
of the exam. If the candidate does not agree to the terms of the
NDA, he or she will not be allowed to continue with the exam.

Obtaining an authorization code in Delivery
Manager
An Authorization window will appear in Delivery Manager if there are
background service issues with your testing system. The window
appears on the screen after you click the Start button to begin a
candidate's exam. Until the issue is resolved, you are required to
obtain an authorization code from VSS before being able to start any
exams in Delivery Manager. Follow the instructions below to obtain an
authorization code.
Note: Internet connectivity issues may be one of the reasons why the
Authorization window is appearing in Delivery Manager. Until the
connection is restored, you are required to obtain an authorization
code to start exams.
1. When you click on the Start button, an Authorization

window will appear, as shown below.
2. Call VSS to obtain an authorization code.
You must provide VSS with the Challenge Key in the Authorization
window in order to receive an Authorization Code.
3. Enter the authorization code into the box and click OK.
The authorization code from VSS will be a 12-digit, numeric code.

Be sure to tell VSS how many exams you will be delivering that
day. VSS will provide you with a multi-pass authorization code that
can be used for every exam that day. However, if you have more
exams than the number you gave to VSS, the number of
authorizations that the multi-pass can be used for will run out. You
will need to call VSS and get a new authorization code.

If you have only started and entered the multi-pass authorization
code on one workstation, you will not be required to enter the code
on any of the remaining workstations, unless the number of
authorizations has run out.
Server connection error in Delivery Manager

The following message may appear in Delivery Manager if the
application is not able to connect to the server:
If this message occurs, verify if RMA is running properly by running

the RMA Connection Log report on VSS.
The report lists when RMA connected since midnight on the previous
day. If no connections have taken place, ensure that the server or
administration workstation (depending on your site's installation
scenario setup) is powered ON. If the server or administration
workstation is powered on, then you must contact VSS
immediately for assistance.
Starting Delivery Manager without the required

credentials
IMPORTANT: This entire section is not applicable to sites
located on United States Federal and State facilities and
military installations. These test centers should disregard the
information in this section.
If you are logged into Delivery Manager and your VTS password is
expired, your account is locked or you haven't set your security
questions, Delivery Manager will not allow you to start an exam. A
message will appear after you select a candidate on the Appointment
Selection screen and click the Start button. After you read the
message and click OK, an Authorization Window will appear. You will
need to either update your account or obtain an authorization code in
order to start the exam.
Follow one of the instructions below depending on what message

appears.
Your account is locked
If you attempt to start an exam in Delivery Manager but your account

is locked, you will receive the following message stating that your
account is locked.
Click OK, and then click Cancel in the Authorization Window. Contact
one of the test administrators at your site with the permission to
unlock accounts, or use the Account Recovery Tool to manually
reset your password and unlock your account.

account."
After your account is unlocked, start the exam again. Delivery

Manager should allow you to start the exam.
Your password is expired
If you attempt to start an exam in Delivery Manager and your

password is expired, you will receive the message below indicating
that you must log into Site Manager to update your account.

Click OK, and then click Cancel in the Authorization Window. In order
to start the exam, you must first log into Site Manager and update
your password. You will be prompted to change your password. Refer
to "Opening and closing Site Manager."
After you update your password, start the exam again. Delivery
You haven't set your security questions
If you attempt to start an exam in Delivery Manager without having

your security questions in Site Manager set up yet, you will receive a
message indicating that you need to update your account in Site
Manager.

Click OK, and then click Cancel in the Authorization Window. Log into
Site Manager and select and answer the two security questions before
continuing with Delivery Manager. Refer to "Opening and closing Site
Manager."
After you set your security questions, start the exam again. Delivery
Your password is out of sync
If you have updated your password and RMA hasn't run yet, your
password and security questions might be out of sync with the Pearson
VUE system. If this occurs and you attempt to start an exam in
Delivery Manager, you will be prompted to obtain an authorization
code before continuing. Before calling VSS, run a manual RMA to sync
your password with the Pearson VUE system, and then attempt to
start the exam again.
Write down the challenge key and contact VSS. Once you give VSS the
challenge key, they will provide you with an authorization code in
order to continue. Once you enter the code, click OK to start the
exam.
Launching Delivery Manager on a workstation

running Windows 8
This section only applies to sites running the Windows 8 operating

system on their workstations.

The processes within the next three sub-sections explain how to
launch the Delivery Manager application in either the Metro UI (user
interface) or Classic UI of workstations running the Windows 8
operating system as well as how to switch between the two UIs.
When you log on to a workstation running the Windows 8 operating

system, the workstation loads either the Classic UI (the first image
presented below) or the Metro UI Start menu (the second image
presented below).

Launching Delivery Manager from the Classic UI on
Windows 8
If the Classic UI opens after logging on to the workstation, click the

Delivery Manager icon to launch the Delivery Manager application.
For an example of the Classic UI, see the first image in the previous
section.
Launching Delivery Manager from the Metro UI on

Windows 8
If the Metro UI opens after logging on to the workstation, follow the

process outlined below.
1. Click the Navigation Arrow located on the bottom-left side of the

screen.
After clicking the Navigation Arrow, the Metro UI Apps menu

opens.
2. If necessary, click and drag the horizontal scroll bar on the Apps
menu until you see the Delivery Manager icon.

3. Click the Delivery Manager icon to launch the Delivery Manager
application.
Switching between the Classic UI and the Metro UI
To switch from the Classic UI to the Metro UI, click Start, located on
the bottom-left side of the screen, or press the Windows key on your
keyboard.

To switch from the Metro UI Start menu to the Classic UI, click the
Desktop icon or press the Windows key on your keyboard.
To switch from the Metro UI Apps menu to the Classic UI, press the
Windows key on your keyboard twice.

The first press of the Windows key takes you to the Metro UI
Start menu and the second press of the Windows key takes you
to the Classic UI.
Appointment selection window

The Appointment Selection window in Delivery Manager allows you to
select the candidate whose exam you want to start, verify the
candidate's identity and exam, and launch the exam for the candidate.
For security reasons, this window closes automatically if there is no
activity within a certain amount of time.
Listed below are the main points you should know about the window.
The calendar controls which appointments are shown in the grid.

The current date is automatically selected and highlighted when
the window opens. Click a date on the calendar to select it, or use
the Ctrl+N and Ctrl+P keys to move to the next or previous date.
Click the arrows to the left and right of the month name to move to
the previous year or month and to the next month or year.

The grid displays appointments for the date selected in the
calendar. Use the up and down arrow keys on the keyboard to
move between appointments in the list, or just click the
appointment you want to work with.
 The grid contains information about each appointment that is ready

to be delivered (the candidate has been admitted), has been
started (is in progress) or has been stopped. The information
includes the registration ID number, appointment time and
candidate name. To start an exam, click the candidate name to
select it and click the Start button at the bottom of the window.
(You can also start an exam by double-clicking the entry in the
grid.)
 The grid is automatically refreshed every 30 seconds with the

latest appointment information. Appointments may be added to or
removed from the grid as candidates start and finish exams. Note
that the row in the grid that is selected will remain selected even
after the window refreshes, so that you do not accidentally start
the wrong exam. In addition, if the selected row is removed from
the grid, then no row will be selected after the window refreshes.
The candidate information area displays information about the

appointment selected in the grid, including the candidate's full
name and address. (Note that requests for candidate name
changes should be made via an incident report. In most cases, you
can make address and phone number changes in Registration
Manager.)
To resize columns in the grid, position the cursor on the line that
separates two columns; when the cursor changes shape, drag it to
make the column wider or narrower. Resizing changes are saved
and used the next time you activate Delivery Manager on this
workstation.
To sort appointments displayed in the grid, click a column

heading, and the list is sorted by that heading. For example, click
the Last Name column to display appointments sorted
alphabetically by last name. The name of the column by which you
sorted appears in bold, and the column is highlighted slightly. The
arrow next to the column name indicates whether entries are
sorted in ascending or descending order. Click the column name to
switch between ascending and descending. Sorting changes are
saved and used the next time you activate Delivery Manager on
this workstation.
To use the menu options available in the Appointment Selection

window, refer to the following table.

Menu Command Selecting this command...
Application Close Closes the Appointment Selection window and

displays the Delivery Manager Login dialog box.
View Next Day Selects the next day on the calendar and displays
that day's appointments in the grid.
Previous Day Selects the previous day on the calendar and

displays that day's appointments in the grid.
Next Month Selects the same date in the next month on the
calendar and displays that day's appointments in the
grid.
Previous Month Selects the same date in the previous month on the
calendar and displays that day's appointments in the
grid.
Appointment Start Starts the exam for the appointment selected in the
grid.
Refresh Reloads the grid with the most current information.
Tools Change Asset Displays the Workstation Asset Selection dialog box,
which allows you to change the asset corresponding
to the workstation. The dialog box lists all of your
center's defined assets, except the one currently
associated with the workstation. To change the
asset, click the asset you want to use and click OK.
For detailed information about asset binding, see
"Workstation asset binding."
Help About VTS Delivery Displays information about the application. Also
Manager contains a Report button that VSS may ask you to
use for troubleshooting.

The Administrator application in Delivery
Manager
Several regulatory, employment testing, and certification exams are
started on Delivery Manager but are delivered using software called
Administrator, as shown below. Not all exams are delivered through
Administrator. The test administrator will log into Delivery Manager
and select the candidate to launch the exam. The exam is then
presented to the candidate through the Administrator software. The
primary function of the Administrator software is to administer
examinations to candidates. The candidate responds to exam items
presented by Administrator.
Information on performing unscheduled breaks in the Administrator

application is provided in the "Performing unscheduled breaks in the
Administrator application on Delivery Manager."

Handling accommodations in the VUE Testing
System
Sometimes candidates require special aids, or accommodations, while
taking exams. For example, a candidate may require more time for an
exam because she is taking the exam in English and English is not her
native language. A visually impaired candidate may need someone to
read exam questions to him, while a candidate with another type of
impairment may need someone to operate the computer keyboard. For
more information about Accommodations, see "About
accommodations."
The table below outlines the main tasks required in handling

accommodations. The tasks performed by test centers are described in
detail in this guide. Many of the tasks are not performed at test
centers, as indicated below.
Task Application Process
Granting an automatic Registration Exams window: Automatically granted when

accommodation Manager you click the Schedule button.
Granting a non-automatic Registration Candidate contacts Call Center if he or she

accommodation - Manager requires a special accommodation. Pearson
performed by Call VUE grants accommodation according to
Center exam sponsor rules. Pearson VUE works with
candidate to set up exam time and makes
arrangements with test center, if necessary
Granting a manual Not applicable Candidate contacts Call Center if he or she

accommodation - requires a special accommodation. Pearson
performed by Call VUE grants accommodation according to
Center exam sponsor rules. Pearson VUE works with
candidate to set up exam time and makes
arrangements with test center.
Viewing details for Registration Exams or Order window: Click

accommodations during Manager Accommodations button, select an
registration process (does accommodation in the list, click Review
not apply to manual button.
accommodations)
Viewing accommodation Registration Customers window: List active exams on

information for a saved Manager History tab, select registration, click
registration (does not Accommodations button.
apply to manual
accommodations)
Viewing accommodation Admissions Schedule window: If a registration has been

information on schedule Manager granted an accommodation, an "A" appears in
(does not apply to the A column. Select registration, and

Task Application Process
manual accommodations) accommodation details appear at bottom of

window in Notes area.
Revoking accommodation Not applicable Candidate must contact Call Center to revoke
for saved registration - an accommodation for a registration that was
performed by Call previously made.
Center
Confirming or rescinding Delivery Manager After starting exam, select options in

accommodation at exam Accommodations window, click OK to start
delivery time exam. Refer to Granting or rescinding
accommodations.
Manually extending Delivery Manager Note amount of time specified in message.

appointment time if Refer to Changing amount of time remaining
directed to do so by and enter the amount of time specified in
software message message.
Candidate accommodation requests

Each exam sponsor sets its own accommodations policies. For
example, each sponsor determines whether accommodation
requests are handled through the sponsor or through Pearson VUE.
In addition, each sponsor determines whether or not
accommodations are granted automatically (see the next page),
whether a candidate must supply documentation for an
accommodation, and whether or not an accommodation can be
rescinded at exam delivery time.
Most accommodations require advance approval and preparation.

Sometimes candidates arrive at a test center to take an exam and
have special requests. For example, a candidate in a wheelchair
may ask you to allow him or her to test. Note that this type of
request would not require advance approval, as long as your test
center can easily accommodate the candidate without disrupting
other candidates' exams. However, if the candidate requested any
type of special assistance, such as an exam reader or special
equipment, he or she must get advance approval. Keep in mind
that the rules regarding personal belongings apply to all candidates
(Refer to "Storing personal belongings").

Some exam sponsors grant automatic time extensions for
candidates who have issues relating to language and translations.
For example, some sponsors allow an automatic 15-minute time
extension for English exams delivered to candidates who reside in
non-English speaking countries. (Refer to the Exam Sponsor Guide
to find out if a specific sponsor allows this type of extension.)
These extensions are automatically added to the exam time when
the candidate registers, and you should NOT manually extend the
time in Delivery Manager. The Admissions Manager schedule will
indicate that the time has already been added. For more
information about ESL accommodations, see "General guidelines
for ESL accommodations."
Candidates who want to request an accommodation that is not

granted automatically must contact an Accommodations
Coordinator at the Pearson VUE Call Center and complete the
required forms. If a candidate contacts your center to request
accommodations, please direct the candidate to the Call Center.
Types of accommodations
There are three basic types of accommodations. The differences
among them mainly involve who is permitted to grant them, how they
are granted and how they are handled within the Pearson VUE
applications.
Automatic accommodations - An automatic accommodation is

one that is automatically granted within the Pearson VUE Testing
System™ and can be managed through the software. These are
accommodations that an exam sponsor has decided to
automatically grant to certain candidates without candidates
requesting them. These types of accommodations are granted
automatically whether the candidate registers through a
test center, a Call Center or the Web.
For example, a sponsor may want to automatically grant a time

extension to a candidate taking an English exam in a country
where the native language is not English. When the candidate
registers, the time extension is added, regardless of whether or not
the candidate requests an extension. When the candidate takes the
exam, the extra time is added to the exam length; the
administrator does not need to adjust the exam time in Delivery
Manager.
These accommodations are noted on the Admissions Manager

schedule and in Registration Manager; they are also listed in the
Accommodations window in Delivery Manager. Since information
about these accommodations is displayed in the system and they
are handled automatically, testing administrators are not informed
about these accommodations in advance.

Non-automatic accommodations - A non-automatic
accommodation is one that can be granted and managed through
the software but that is not granted automatically. Candidates
must specifically request these accommodations each time
they take an exam, and they can only be granted through an
Accommodations Coordinator in the Pearson VUE Call
Center; test centers cannot grant these accommodations.
The exam sponsor specifies whether candidates must contact the
sponsor to request accommodations, or whether this can be done
through Pearson VUE. In some cases, the candidate may be
required to provide some proof of needing the accommodation
when he or she arrives to take the exam (such as a letter from an
employer).
For example, an exam sponsor may allow candidates to request

additional time for completing the exam for various reasons. A
candidate requests the time extension through Pearson VUE. In
this case, the time extension is an option in the Pearson VUE
system for this exam sponsor, but a Call Center representative
must select the option in order to grant the accommodation -- the
accommodation is not granted automatically. After the
accommodation is granted, the extra time is added to the exam
length automatically; you do not need to adjust the exam time in
Delivery Manager.
These accommodations are noted on the Admissions Manager

schedule and in Registration Manager; they are also listed in the
Accommodations window in Delivery Manager. A Pearson VUE
Accommodations Coordinator may contact you about these
accommodations through an incident report or via email if special
arrangements are required, such as special equipment or the
services of an exam reader.
Manual accommodations - Manual accommodations are

accommodations that cannot be granted or managed through the
software. Candidates must specifically request these
accommodations each time they take an exam, and they can
only be granted through an Accommodations Coordinator in
the Pearson VUE Call Center; test centers cannot grant
these accommodations. The exam sponsor specifies whether
candidates must contact the sponsor to request accommodations,
or whether this can be done through Pearson VUE. The candidate
may be required to provide some proof of needing the
accommodation when he or she arrives to take the exam (such as
a letter from a doctor).
For example, a candidate might ask to take the exam in a private
room. Because this type of request is extremely rare for this
sponsor, the accommodation is not set up as an option that an
Accommodations Coordinator can select in Registration Manager. If
the candidate is granted the accommodation, the Accommodations
Coordinator contacts the test center through an incident report to
make the necessary arrangements. Because the accommodation
cannot be granted through the Pearson VUE software, it does NOT
appear on the Admissions Manager schedule, in Registration
Manager or in the Accommodations window in Delivery Manager.

Viewing accommodations information
If a candidate has been granted an automatic or non-automatic
accommodation, it will be noted on the Admissions Manager schedule.
In addition, when you start the candidate's exam in Delivery Manager,
you will see information about the accommodation as described in
"Granting or rescinding accommodations."
You can also see information about automatic and non-automatic

accommodations that have been granted in Registration Manager, as
described in "Handling accommodations in the VUE Testing System."
Removing accommodations
In some cases, an accommodation may need to be removed from a
registration, which can be done in one of two ways:
Revoking - On rare occasions, an accommodation may need to be

removed if, for example, the wrong accommodation was granted to
a candidate. This is called revoking an accommodation and can
only be performed by the Call Center; test centers cannot perform
this function.
Rescinding - Some exam sponsors may require candidates to
provide documentation for an accommodation when they arrive for
the exam. You may need to grant or rescind the accommodation as
described on the next page.
Granting or rescinding accommodations

When automatic or non-automatic accommodations are granted for a
registration, the Accommodations window lists all of the
accommodations that were granted; the window does not appear if no
accommodations have been granted. In most cases, you will not have
to do anything in this dialog box except click OK, but you may need to
confirm or rescind some accommodations. Each exam sponsor
determines whether or not accommodations can be rescinded at exam
delivery time. For example, if a candidate is required to provide some
type of documentation at delivery time, the sponsor may want you to
indicate whether or not the documentation was provided.

Accommodations can be set to one of three states:
Granted –
Rescinded – The exam sponsor may require the candidate to

provide some evidence of needing the accommodation (such as a
letter from his or her company) in order to qualify for certain types
of accommodations. If the candidate did not provide that letter,
you would need to rescind the accommodation.
Granted & Locked – This indicates that you cannot rescind the
accommodation; these accommodations have already been granted
and cannot be changed.
To grant or rescind an accommodation, click the checkbox next to the

accommodation description until the Granted or Rescinded symbol
appears as shown in the illustration above. After you have granted or
rescinded all necessary accommodations, click the OK button.

Proctoring an exam
IMPORTANT: To ensure a high level of security during the

exam as required by exam sponsors, candidates must be monitored at
all times. ALL Pearson VUE exams must be proctored by a Pearson
VUE Certified Administrator. Only Pearson VUE Certified Administrators
are permitted to log in to Delivery Manager and proctor exams.
When you take a break, go to lunch, end the work day or leave
the test center for any period of time, be sure to log out of all
currently registering, proctoring and/or administering exams must
log into the applications with their personal username and
password.
Proctoring guidelines
Multiple proctors are required to monitor an exam if more than 15

candidates are taking an exam at one time.
Candidates must be monitored continuously throughout their

exams.
 At Pearson VUE Authorized Test Centers, monitoring can be

handled using the methods listed below. Regardless of which
method is used, the administrator must have a clear view of all
workstations, and the hands of all candidates should be visible.
o In room – The testing administrator is located in the room

to view all activities during the exam. It is important that
this type of viewing does not cause a disturbance.
o Viewing window – A window that allows monitoring to take

place outside of the testing room. The administrator must
be able to view the entire testing area.
o Viewing equipment – A video camera with a viewing screen

at the testing administrator's desk, which allows monitoring
from outside of the testing room. This type of viewing may
include video and audio monitoring.
 Pearson VUE Authorized Test Center Selects are required

to have a video surveillance system for proctoring.

When switching duties, taking a break, going to lunch, ending your
work day or leaving the test center for any period of time, be
sure to log out of all applications you have logged in to. The test
administrator who is currently registering, proctoring and/or
administering exams must log into the applications with their
personal username and password.
Use of cell phones, checking email, reading books, eating or

drinking are all prohibited activities while proctoring, as these
activities distract from proctoring.
If a test center has video or audio monitoring, the test

administrator must inform the candidate that they will be video or
audio monitored routinely throughout the testing session.
Candidates cannot refuse to be video or audio monitored.
If you realize you have started an exam for a candidate under the
wrong name, or if a candidate starts the exam and then tells you
that it is not the right exam, stop the exam as described in
"Stopping an exam." Tell the candidate you need to call Pearson
VUE to get the problem resolved, and ask him or her to wait in the
reception area while you call VSS for assistance. Even if the
candidate is taking the correct exam, it is important that he or she
takes the exam under the correct name so the score is assigned to
the right person. Correct the error before the candidate proceeds
any further with the exam; do not let the candidate continue and
assume that the results can be corrected later. Make sure to
document the incident in the incident report.
If something goes wrong with the exam while the candidate is
taking it, stop the exam in Delivery Manager and contact VSS
immediately. Do not have the candidate try to complete the exam.
See "Stopping an exam."
If you observe notes or other materials being removed from the
testing room by a candidate at any time, you must confiscate the
materials and file an incident report. Refer to "Candidate
misconduct/cheating."
A candidate must raise his or her hand to obtain a clean noteboard
or replacement pen during the exam. Please collect the current
noteboard or pen before giving the candidate a new one.
Do not give candidates medical assistance or medication (aspirin,

cough drops, etc.)
Address all disturbances within the test room. This may include
disturbances caused by candidates within the test room and/or
noises outside the test room that can be heard in the test room.
Answering questions during exams

 The proctor may assist a candidate with questions regarding the
use and operation of testing equipment and materials. If possible,
this should be done outside of the testing area prior to the exam,
so distractions are kept to a minimum.

 Proctors are not allowed to assist candidates in understanding
exam items, define terms, translate text or help with other matters
relating to exam content. If a candidate asks you a question that is
not related to using the computer or the exam software, explain
that the exam sponsor does not permit administrators to answer
these types of questions.
 Candidates are able to hide the time remaining countdown during

their exam. During the candidate's exam, there is a clock icon in
the upper right hand corner. Next to the clock icon are the words
"time remaining" with the time counting down in a digital format. If
the candidate clicks on the clock icon, the time remaining is
hidden, but the clock icon remains. If the candidate clicks on the
clock again, the time remaining reappears. When the exam gets to
5 minutes remaining, the time remaining is automatically unhidden
so that candidates know they have 5 minutes left until it times out.
 Some exams produce this message when a built-in calculator is not

working:
Unable to create calculator. Dismiss this dialog and press Ctrl+R

(Command-R on Mac) to refresh the browser.
If a candidate asks for assistance when this message appears,

follow the onscreen instructions to refresh the calculator. You do
not need to contact VSS.
Exam distractions
For disturbances that are not typical in your test center, create a
Problem with testing environment incident report. Noise
disturbances (such as construction) and strong smells (such as paint
fumes) are examples of problems with the testing environment. File an
incident report. If you are unsure about what to do, call VSS for
assistance.
Candidate misconduct
Candidates who create disturbances or conduct themselves in a
manner that may jeopardize the security of an exam or the safety of
other candidates must be reported through an incident report. The
exam sponsor will determine the action to be taken against the
candidate, up to and including removal from the certification program.
Misconduct includes the following behaviors:
Using unauthorized materials in the test room. (Refer to "Storing

personal belongings" for information on which materials are
permitted.)
Taking an exam for someone else
Causing disruptions of any kind

Attempting to remove exam questions or responses from the
testing room
Tampering with computer hardware or software
Any disturbances that affect exam performance must be documented.

Refer to "Candidate misconduct/cheating" for details on handling these
incidents.
Reporting candidate errors

Candidates sometimes make mistakes that are not considered
misconduct. These must be documented in a Candidate error or
misconduct incident report. Examples of candidate errors include but
are not limited to:
• Candidate left the workstation unescorted.
• Candidate kicked the power cord.
• Candidate unplugged the monitor.
• Candidate created a non-threatening disturbance (such as noise or

a visual disturbance).
• Candidate exceeded the allotted break time.
• Candidate used an excessive number of erasable

noteboards/booklets.
• Candidate exhibited suspicious or unusual behavior.
• Candidate took an excessive number of unscheduled breaks.
If you suspect the candidate's behavior is misconduct, follow the steps

in "Responding to candidate misconduct."
Audio/video equipment problems

Your test center may use audio or video equipment to record
candidates in the testing room.
Note: Not all test centers are required to use audio or video recording
equipment.
If any of the audio or video equipment is not working properly, call

your support line and contact VSS immediately. The representative will
file an incident report regarding the equipment failure under the
"Audio/Video failure" topic.

If the proctor discovers that the audio/video monitoring system is
not working properly, continue to test all candidates. The proctor
should carefully observe candidates from the proctor workstation,
recognizing that any suspicious behavior should be investigated
more closely. Do not inform candidates that the equipment is not
working. VSS will file a technical incident report and will start the
process of rescheduling any candidates who need to be
rescheduled on the following day, as necessary.
If an individual video camera fails during the middle of a testing

session, do not interrupt the exam to move the candidate to
another workstation. Only move the candidate to an available
workstation if he or she is returning from a break.
Test administrators must file an incident report for each candidate

who tested while the audio and video equipment was not working
properly.
Using Exam Monitor

The Exam Monitor application is a part of Admissions Manager and
provides exam proctors with information about exams that are in
progress. As candidates work on exams, the Delivery Manager
application on each workstation sends information to Exam Monitor
about the candidate's activity. This helps keep you aware of upcoming
events; for example, you will be reminded that a specific candidate
has taken a break and that you will need to resume that exam soon.
In order to display individual workstation information through Exam
Monitor, your test center must have workstation asset binding
enabled. Refer to "Workstation asset binding" for details.
Please be aware that using Exam Monitor is NOT an acceptable

method of monitoring candidates during the exam. The
administrator must monitor candidates using one of the methods
described in "Proctoring guidelines." Exam Monitor is intended to
provide the administrator with supplementary information.
To run Exam Monitor, click the Exam Monitor icon in the left
pane of the Admissions Manager application.
Exam information appears on the right side of the window, as shown in

the following illustration. Please note the following:
 Exam Monitor begins displaying information for a workstation

when the first timed event item within an exam starts (not
when Delivery Manager is launched on the workstation).
 If a workstation asset has an unavailability rule attached to it

for the current date and time, information for that workstation
will not appear in Exam Monitor.

The Exam Monitor window provides the information listed below. The
window is refreshed frequently to display up-to-date information.
Entries are removed from the window when Delivery Manager is closed
on a workstation. By default, the entries are sorted
alphabetically/numerically according to workstation name. To sort the
entries using a different column, click a column heading. For example,
click the Candidate column to sort the entries alphabetically by
candidate name.
Priority: Indicates how soon the administrator may need to

attend to an exam. If the column is blank, the administrator's
attention is not currently required. A large "X" icon indicates
that the exam requires the administrator's immediate attention,
usually because the exam has ended. A large exclamation mark
indicates that the administrator's attention will be required
soon. For example, it indicates when a candidate is on break,
which means the administrator will need to sign the candidate
back in when he or she returns.
Workstation - Displays the asset name assigned to each

workstation.
Candidate - Lists the candidate's first and last name. The line
below the name shows the name of the exam the candidate is
taking.
Event - Shows the type of delivery item the candidate is

currently working on, such as the nondisclosure agreement,
tutorial, exam or survey.
Status - Indicates whether the exam is in progress, the exam

is finished or the candidate is on break.
Duration - Displays the length of the exam appointment (not

the amount of time remaining in the exam).

Notes - The last line(s) in a row may contain information for
the administrator. For example, the administrator is informed
when the candidate starts a new event item (such as a
nondisclosure agreement, tutorial, exam or survey), and when
the exam has been completed or stopped.
 An arrow on the right side of a row indicates that there is

additional information that is not displayed in the window. Click
the arrow to display a window that shows all of the text.

Proctoring accommodations appointments
This section provides general information for proctoring appointments
with accommodations.
Accommodations
 Call the accommodations team for any issues with an
accommodation appointment that must be resolved quickly. For
other issues that do not require immediate attention, update the
incident report that already exists for the candidate's appointment,
or create an incident report if no incident already exists.
In most cases, any additional time offered for a time-extension

accommodation is already built into the exam. Do not manually
adjust the exam time unless a Pearson VUE Accommodations
Coordinator or VSS directs you to do so or unless you receive an
incident report directing you to extend the time.
If you need to grant or rescind an accommodation, refer to

"Granting or rescinding accommodations."
A candidate may be granted an "Adjustable font size"

accommodation. The exam will automatically be displayed using a
font size larger than what is normally used.
A candidate may be granted an "Adjustable contrast"

accommodation. This accommodation allows the candidate to
change the colors used for the text and the background on the
screen. You need to instruct the candidate on how to change the
display.
The candidate needs to click the Color Scheme menu in the upper
left part of the window and choose from the list of possible
foreground/background color combinations. When the candidate
changes one of the options the exam display area changes when
he or she moves to the next question in the exam. The candidate
can change the option at any time during the exam, if needed.
Food and drink in the testing room

Candidates must have an approved accommodation in order to take
food or drink into the testing room. If approved only for drink, the
candidate tests in the main testing room with other candidates. If
approved for food, the candidate must test in a separate room or must
be the only one taking an exam in the testing room.
Candidates approved for food or drink must follow these rules:
 Drinks must be in a transparent, spill-proof bottle with a spout.
 Food must be in a small, transparent plastic bag.
 Candidates must place the food or drink away from the workstation

while testing.
 Candidates may not eat or drink over or near the workstation.

Candidates are responsible for any damage to the testing room
related to their food or drink.
JAWS accommodation
Some exam sponsors offer an accommodation called JAWS, which
reads the contents of an exam aloud to candidates who are blind or
have low vision. Candidates with a JAWS accommodation use
headphones to listen to the exam, which is delivered in a separate
room.
When a candidate with a JAWS accommodation is scheduled at your

test center, prepare to assist the candidate with exam volume control:
 Before the exam, confirm that the computer's volume is not muted
and that it is set in the middle of the volume range.
 If possible, give the candidate headphones with physical volume

controls.
Candidates using JAWS are not able to adjust volume during the
exam except through the physical volume controls on their
headphones.
 If the candidate needs to adjust the volume after the exam starts,
you must stop the exam, adjust the volume in Windows, and
resume the exam.
ZoomText accommodation
Some exam sponsors offer an accommodation called ZoomText, which
magnifies the screen and uses other features to make exams more
visible. ZoomText accommodations are associated with a candidate's
registration, and ZoomText automatically opens when a candidate's
exam launches. The ZoomText control bar is shown below.
Note the functions of the first three labels on the ZoomText control
bar:
 Clicking the arrows next to Power allows candidates to select

their preferred magnification level.

 Clicking the Type icon allows candidates to select their
preferred magnification type (where the magnified text appears
positioned on the exam screen).
 Clicking the Color icon allows candidates to select their

preferred color contrast combination.
After a candidate's exam, a dialog box may appear and ask whether
you want to exit ZoomText. If this happens, select Yes. If not, end the
exam as you normally would.
ZoomText keyboard shortcuts
Candidates who request a ZoomText accommodation are expected to

know how to use the program. You are not responsible for showing the
candidate how to use ZoomText. However, if the candidate magnifies
the screen so much that he or she is unable to find the control bar or
navigate, you may use the basic keyboard shortcuts below to assist
him or her.
 Bring control bar forward on exam screen: Alt + Tab
 Display control bar: Control + Shift + U
 Increase magnification: Alt + Number Pad Plus (+)
 Decrease magnification: Alt + Number Pad Minus (-)

Managing breaks
This section describes how to handle breaks that a candidate may
request during an exam. In most cases, candidates will take
unscheduled breaks, which are not built into the Delivery Manager
software. If a candidate wants to take a break at an unscheduled time,
the administrator must put the exam into unscheduled break mode,
and the candidate must leave the testing room. The exam clock
continues to run while the candidate is away. In some cases, an exam
sponsor may build breaks into an exam at specific times; these are
called scheduled breaks. For more information about scheduled
breaks, see "Managing scheduled breaks."
Break policies
General guidelines for allowing candidates to take breaks during
exams are listed below:
 Each exam sponsor can set its own policies regarding breaks. Make
sure to refer to the Exam Sponsor Guide for specific requirements
a sponsor may have.
 Most exam sponsors prefer that candidates do not take breaks, and
they do not allow the exam clock to be stopped if a candidate
decides to take a break. This means that candidates lose exam
time whenever they take breaks.
 Candidates must inform the test administrator when they want to

take breaks. (Best practice is to require candidates to raise their
hands when they want to take breaks.) You must put the exam
into unscheduled break mode, and the candidate must leave the
test room. The exam clock continues to run while the candidate is
away. Refer to "Using unscheduled break mode."
 Candidates are not permitted to leave the building during an

unscheduled break. You may direct candidates to the nearest
restroom but inform them that they are not permitted to leave the
building during the unscheduled break. Refer to the exam sponsor
documentation for sponsor-specific policies. If there are none
listed, candidates must follow the standard policy.
 Best practice is for an administrator to accompany the candidate

on break. However, do not accompany a candidate if it means that
no one is available to proctor other candidates who are in the
testing room.
 During unscheduled breaks, candidates are prohibited from

discussing the exam with another candidate or test center
employee. Inappropriate behavior could result in the candidate
forfeiting the exam fee and results.
 Refer to the exam sponsor client reference for policies regarding

accessing personal items during breaks. If the exam sponsor client
reference does not specify any policies for accessing personal items
during breaks, then follow the standards below:
o Candidates are prohibited from accessing cellular phones, exam
notes, and study guides during a scheduled or unscheduled
break unless an exam sponsor specifically permits.
o During scheduled breaks, candidates may access personal

belongings.
o During unscheduled breaks, candidates may access personal

belongings only if necessary. For example, if a candidate needs
to take medication or eat food at a specific time.
If a candidate attempts to access materials during a break, inform

him or her that study materials must remain in the locker during
the break. If the candidate refuses to put the materials back in the
locker, file a detailed incident report immediately, before the
candidate is seated for the exam.
Candidates who wish to pray during their unscheduled or scheduled

break are allowed to do so as long as they are in the reception area
and out of any walkways, in a corner or off to the side where they
are not interfering with other candidates. They also must pray
silently so that they do not disturb anyone else.
 Unscheduled breaks should be limited to a maximum of 10 minutes

or as specified in the Exam Sponsor Guide. If a candidate does not
return to the test center in a reasonable amount of time (such as
within 15 minutes), you must file an incident report.
 If the candidate has been gone a long time, the TA should attempt
to find the candidate, if circumstances allow. If you can't find the
candidate, ask the candidate where they were during the break
when they return. Include this information in the incident report.
Remind the candidate that unscheduled breaks should be kept to
10 minutes or less.
 If you allow a candidate a break that is not permitted by the exam

sponsor's policies, you must file an incident report.
 When a candidate returns from a break, follow one of the

processes in the bullets below depending on your test center's
network:
o At Pearson VUE Authorized Test Centers (PVTCs), you must

check his or her primary form of ID. On the log sheet, indicate
that you checked the ID, then escort the candidate back to his
or her workstation and resume the exam. Refer to "Using
unscheduled break mode."
o At Pearson VUE Authorized Test Center Selects (PVTC Selects),

the candidate's identity must be verified through the Entry
Monitoring feature using the method the exam sponsor
requires, such as verifying the candidate's palm vein pattern or
checking the candidate's primary form of ID. Refer to "Verifying
candidate's identity (Entry/Exit Monitoring)" for more
information. In addition to Entry Monitoring, make sure to
fill in the log sheet for all IT candidates.

 When candidates return from a break, ask them to pat themselves
down (arms, legs, waistline) to ensure they don't have anything in
their pockets. Be sure to ask the candidates if they put their watch
on during their break. If so, ask them to store it along with any
other items in their pockets, if applicable. Escort the candidate
back to the workstation and resume the exam.
 Note that a candidate cannot resume the exam until you click the
Resume button and log in to Delivery Manager. It is therefore
important to continuously monitor candidates and be sure that you
resume exams promptly, so candidates do not lose time
unnecessarily.
 If a candidate does not return from an unscheduled break, leave

the exam in unscheduled break mode, allow the exam time to
expire, end the exam, and then file an incident report. Depending
on the exam and the sponsor, if the candidate has completed
enough questions correctly, the candidate may pass the exam even
though he or she did not answer all of the questions.
Note: If the candidate's exam is being delivered through the

Administrator application in Delivery Manager, leave the
monitor turned off, allow the time to expire, end the exam, and
then file an incident report.
 If the exam time runs out when the exam is in unscheduled break
mode, the following message is displayed: "The candidate's
unscheduled break time has expired. Please resume the exam."
After you click OK and log in, you will see a time-out message.
Click OK in the message box to end the exam.
Using unscheduled break mode

A candidate is considered to be on an unscheduled break whenever he
or she leaves the testing room, with or without permission. The only
exception is if the exam includes scheduled breaks. For more
information about scheduled breaks, see "Managing scheduled
breaks." If a candidate wants to take a break, you must put the exam
into unscheduled break mode, make sure the candidate leaves the test
room, and log the time the candidate is in and out of the test room for
the break. The exam clock continues to run while the candidate is
away. You must resume the exam for the candidate after he or she
returns from the break.
There is no Break Utility functionality available for exams delivered

through the Administrator application in Delivery Manager. To
prepare a workstation for an unscheduled break, turn the monitor
off before the candidate leaves for the break. The exam time will
keep running. For more information, refer to "Performing
unscheduled breaks in the Administrator application on Delivery
Manager."

When a candidate wants to take an unscheduled break, remind the
candidate that the exam time will NOT stop counting down while he or
she is on a break, then follow these steps:
1. Press CTRL+SHIFT+F12 on the candidate's workstation.
The following dialog box displays:

The Administrator Overrides dialog box displays.
3. Click the Start unscheduled break option, and then click the
OK button.
While the candidate is away, the exam clock will continue to run.
This means that the more break time the candidate takes, the less
time he or she has left for taking the exam.
The Active Break window shown below is displayed while the exam
is in unscheduled break mode. This window displays the
candidate's name, the exam title and how much time remains in
the exam and in the appointment.
 The Amount Taken value represents how long the candidate

was away from the workstation. The Amount Taken value
increases until the candidate returns, you click the Resume
button and you log in to Delivery Manager.

 The Exam Time Remaining value represents the amount of time
remaining for only the exam event item; it does not include any
time allowed for a tutorial or survey, for example. This value
decreases until it reaches zero, meaning there is no time left
for the exam event item.
 The Total Time Remaining value represents the amount of time

remaining for all event items that are part of the exam
appointment. This includes the time allowed for the exam itself,
plus any time allowed for tutorials, surveys and so on. This
value decreases until it reaches zero, meaning there is no time
left for any of the event items in the appointment.
If the time runs out when the exam is in unscheduled break mode,
the following message is displayed: "The candidate's unscheduled
break time has expired. Please resume the exam." After you click
OK and log in, you will see a time-out message. Click OK in the
message box to end the appointment.
4. When the candidate leaves the test room for the break,
verify his or her identity against the Primary ID, and then
log the time on the log sheet.

5. When the candidate returns from the break, recheck his or
her primary ID, indicate on the log sheet that you did so
(check the "Check ID" box), and then log the time on the
log sheet. Next, escort the candidate back to his or her
workstation, and click the Resume button in the Active
Break window.
The following dialog box displays:

The candidate can continue the exam from where he or she left off.
Any necessary time adjustments are made automatically. Do NOT
manually adjust the amount of time the candidate has left for the
exam.
7. Fill out an incident report immediately after taking care of

the candidate, if required.
If the candidate took an unscheduled break and the test client does
NOT permit unscheduled breaks, you must file an incident report.
Otherwise, you do not need to file incident reports for unscheduled
breaks, unless something unusual or suspicious occurred.
Performing unscheduled breaks in the

Administrator application on Delivery Manager
Several migrated Regulatory, Employment Testing, and Certification
exams are started on Delivery Manager but are delivered using
software called Administrator. Not all exams are delivered through
Administrator.
To prepare a workstation for an unscheduled break, turn the monitor

off before the candidate leaves for the break. The exam time will
keep running. Make sure to log the time the candidate is in and out of
the test room on the log sheet and to check the candidate's ID.
There is no Break Utility functionality available for exams

delivered through Administrator. You cannot press
Ctrl+Shift+F12 to put these exams in unscheduled break mode.
This functionality does not work in exams delivered in the
Administrator application on Delivery Manager.

Managing scheduled breaks
Scheduled breaks are built into certain exams and work differently for
different exams and exam sponsors. This section describes the
standard method of handling scheduled breaks, but several exam
sponsors have their own methods. Always refer to the client reference
to check the exam sponsor's policies.
If your test center delivers exams on the Administrator application,

scheduled breaks function differently from what is explained in this
section. Scheduled breaks in Administrator are built halfway into
the exam. The candidate is notified when the first section is about
to end and a scheduled break is about to begin.
When it is time for a scheduled break in Delivery Manager, a message

automatically appears on the candidate's screen, similar to the
following image. The message tells the candidate the duration of the
break, whether the break is optional or mandatory, and whether the
break time counts against the candidate's exam time.
If this type of message box does not appear automatically, contact

VSS.
When a scheduled break is optional, the candidate clicks Yes to take

the break or clicks No to continue the exam. If the break is
mandatory, the candidate must click OK in the message to take the
break.
Follow these steps to manage a scheduled break:
1. When the candidate raises his or her hand and indicates

that he or she is taking a scheduled break, check the screen
for the Active Break window.
Ensure the Active Break window is on the screen before escorting

the candidate out of the testing room. If it is not, tell the candidate
to click Yes or OK to close the message (explained earlier in this
section) and open the Active Break window.

The following image is an example of the Active Break window
that appears while the exam is in scheduled break mode. This
window shows the candidate's photo and name, the exam title,
how much break time the candidate has taken, how much time
remains in the exam, and how much time remains in the
appointment. A photo is not displayed if there is no photo for the
candidate in the system. For example, if the backup photo method
was used or if the exam sponsor does not require photos, a photo
does not appear.
Note the following features on the Active Break window:
 The Amount Taken value represents how long the candidate

was away from the workstation. The Amount Taken value
increases until the candidate returns and Resume is clicked.
 If the exam sponsor specified an amount of time for the break,

a Duration field also appears. This field indicates how much
time is allowed for the break. The exam sponsor determines
whether the break time is subtracted from the amount of time
the candidate has left for the exam.
 The Exam Time Remaining value represents the amount of

time remaining for only the exam event item. For example, it
does not include any time allowed for a tutorial or survey. This
left for the exam event item.

 The Total Time Remaining value represents the amount of
time remaining for all event items that are part of the exam
appointment. This includes the time allowed for the exam itself,
plus any time allowed for tutorials, surveys, and so on. This
left for any of the event items in the appointment.
2. When the candidate leaves the testing room for the break,
verify the candidate's identity according to exam sponsor
policy.
See "Verifying candidate's identity (Entry/Exit Monitoring)" for

more information.
The candidate must leave the testing room for the break.
3. When the candidate returns from the break, ask the

candidate to store any belongings he or she may have taken
out during the break.
If the candidate does not return within the allotted break time,
generally the exam time will begin, and that time will automatically
be subtracted from the remaining exam time.
4. Verify the candidate's identity according to exam sponsor

policy, and then escort the candidate back to his or her
workstation.
See "Verifying candidate's identity (Entry/Exit Monitoring)" for

more information.
5. Click Resume in the Active Break window.
The Delivery Manager login window appears.
6. Type your username and password for the testing system

applications, and click Login.
The candidate continues the exam from where he or she left off.
Any necessary time adjustments are made automatically. Do not
manually adjust the amount of time the candidate has left for the
exam. Do not file incident reports for scheduled breaks unless
something unusual or suspicious occurred.

Stopping, resuming, restarting or extending an
exam
The testing administrator can use the Administrator Override options
to stop, resume or extend an exam as described in this section. The
administrator can also put exams in unscheduled break mode as
described in "Using unscheduled break mode."
Whenever you stop, resume, restart or extend an exam, you must

file an incident report as soon as you have finished helping the
candidate.
Stopping an exam
In some cases, you may need to use the procedure described in this
section to manually stop a candidate's exam. This procedure stops the
exam and the exam clock so the candidate does not lose any testing
time. The exam can be resumed later, if necessary.
You may need to use this option if an emergency or a major

distraction occurs in the test center. Most exam sponsors do not allow
you to stop the exam if the candidate chooses to take a break (refer to
"Break policies") or decides to leave without completing his or her
exam (refer to "Ending an exam").
Follow these steps to stop an exam:
The Login dialog box is displayed.

The Administrator Overrides dialog box is displayed.

3. Click the "Stop the exam" option, and then click OK.
This temporarily stops the exam and the exam clock so the
candidate does not lose exam time. In the Appointment Selection
window, the exam will show a status of Started. Refer to the
following section for information on resuming the stopped exam.
4. File an incident report as soon as possible.
Resuming an exam
To resume an exam that you have stopped using the procedure
described in a previous section, go to the Appointment Selection
window in Delivery Manager and double-click the exam's entry just as
if you were starting the exam for the first time (refer to "Starting an
exam using Delivery Manager"). The exam will pick up where the
candidate left off when the exam was stopped.
Be sure to file an incident report as soon as possible.
If an exam needs to be restarted more than five times, an

authorization window will pop up, and you will need to obtain an
authorization code from VSS in order to resume the exam. Follow the
steps below.
These steps are not applicable for unscheduled breaks. For more
information on how to perform an unscheduled break, see
"Managing unscheduled breaks."
1. Go to the Appointment Selection window in Delivery

Manager.
2. Select the exam entry and click Start.
An Authorization window will pop up with the challenge key pre-

filled.

3. Write down the challenge key and contact VSS.
Provide the challenge key to VSS and VSS will give you a numeric
12-digit authorization code.
4. Enter the authorization code in the box and click OK.
5. The exam will resume where the candidate left off when the
exam was stopped.
Be sure to file an incident report as soon as possible.
Restarting an exam on one workstation

An exam can be restarted only under special circumstances. Typically
this will be only after technical problems have occurred and it was not
possible to recover the exam.
Complete the following steps to restart an exam:
1. Stop the exam. See "Stopping an exam."
The Appointment Selection window appears.
2. Right-click the appointment in the Appointment Selection

Window and select Restart Appointment.
An authorization code window appears.
3. Contact VSS to obtain an authorization code.

An Authorization code is necessary for any exam to be restarted.
Since a technical problem is likely the cause for the exam requiring
a restart, VSS will likely already be involved. VSS will need to know
the challenge key number which can be found in the authorization
code window.
4. Enter the authorization code when the Enter Authorization

Code window appears.
5. Click OK.
A confirmation message will appear stating that the exam will be

restarted and that all previous exam result information will be
erased. Click Yes to proceed with restarting the exam.
Restarting an exam on multiple workstations after

a power outage or system failure
In the event of a power outage or system failure, you will need to
obtain an authorization code to start the exams on all of the delivery
workstations.
Follow the instruction below to obtain an authorization code.
1. When you click on the start button, an Authorization

window will pop up as shown below.

2. Call VSS to obtain an Authorization code.
You must provide VSS with the Challenge Key in the Authorization
window in order to receive an Authorization Code.
3. Enter the authorization code into the box and click OK.
The authorization code from VSS will be a 12-digit, numeric code.

Be sure to tell VSS how many exams you will be delivering that
day. VSS will provide you with a multi-pass authorization code that
can be used for every exam that day. However, if you have more
exams than the number you gave to VSS, the number of
authorizations that the multi-pass can be used for will run out. You
will need to call VSS and get a new authorization code.
If you have only started and entered the multi-pass authorization

code on one workstation, you will not be required to enter the code
on any of the remaining workstations, unless the number of
authorizations has run out.
Changing amount of time remaining

The procedure described in this section allows an administrator to
extend the length of an exam. You may need to use this feature if a
candidate lost exam time due to incorrect exhibits, technical problems,
a fire drill or an emergency, and you did not have the opportunity to
stop the exam in advance. It is the testing administrator's
responsibility to assess the amount of time that the candidate lost, but
you need to contact VSS before adding time to a candidate's
exam.

In most cases, any extra time offered for an accommodation is
already built into the exam. If the extra time is not built into the
exam, you will receive an incident report with instructions to
manually extend the time.
To change the amount of time remaining in an exam, follow these

steps:
1. Contact VSS to obtain an authorization code.
An authorization code is necessary for any exam time to be

extended. VSS will need to know the Registration ID number of the
exam that needs a time extension.
The Login dialog box is displayed.

The Administrator Overrides dialog box is displayed.
4. Click the Adjust the time remaining option, enter a time

amount and click OK.
Use this feature to add or subtract time. Type the amount (in
minutes) in the Amount field. To subtract time, type a minus sign
in front of the number.
5. Click OK.

The Enter Authorization Code box appears.
6. Enter the authorization code and click OK. The time

adjustment is applied and is shown in the exam window.
The time is added to or subtracted from the exam time remaining

for the candidate. The candidate can resume the exam where he or
she left off.
7. File an incident report as soon as possible.

Signing Out Candidates
This chapter describes procedures for ending an exam and signing out
candidates from the test room. This chapter contains the following
sections:
Ending an exam ......................................................................338
Closing Delivery Manager..........................................................340
Sign-out checklist ....................................................................342
Completing the log sheet .......................................................... 343
Distributing score reports ......................................................... 344
Lost and found items ...............................................................350
Handling comments, questions and complaints ............................ 351

Ending an exam
The ways in which an exam ends can depend on exam sponsor
policies, but some general guidelines are listed below.
 If the exam ended normally, the Delivery Manager Login

dialog box displays on the candidate’s screen after the exam ends.
(Best practice is to require candidates to raise a hand to signal the
administrator when the exam ends.) Be sure this dialog box is
displayed; if it is not, ask the candidate to click the End Exam
button if he or she is finished. Enter the username and password
for your Pearson VUE account and click Exit to close Delivery
Manager on the workstation.
For exams delivered in Delivery Manager through the Administrator

application, the Delivery Manager Login dialog box displays on the
candidate's screen (shown above) if the candidate ended the exam
by clicking the OK button (see below). Be sure this dialog box is
displayed; if not, confirm that the candidate is finished and ask him
or her to click the OK button in order to end the exam properly.
If you manually stopped the exam for some reason using the
Administrator Override options, the Appointment Selection window
redisplays. Refer to "Stopping, resuming, restarting or extending
an exam" for more information.

If a candidate leaves without completing his or her exam (for
example, if the candidate is ill), the exam must be ended properly
or the items that were answered before the candidate left cannot
be scored. Before allowing the candidate to leave, make sure the
candidate understands and verbally agrees that the test
administrator will end the exam, and the candidate will be unable
to return to continue the exam. Leave the exam in unscheduled
break mode, and allow the exam time to expire, unless otherwise
directed in the client reference. When time runs out, manually end
the exam. If the exam is modular, allow time to run out of the
current module, and end it; start any remaining modules, allow
time to run out, and end them just as you did for the first module.
It is not necessary to contact VSS when the exam ends. (If the
exam includes a mandatory survey, select random answers until
you reach the end.) File an incident report whenever an exam is
ended in this manner.
Note: If the candidate's exam is being delivered through the

Administrator application in Delivery Manager, leave the
monitor turned off, allow the time to expire, end the exam, and
then file an incident report after getting verbal agreement from the
candidate.
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 could expire before the candidate has finished reviewing.

Closing Delivery Manager
After an exam has been delivered, you need to close Delivery

Manager on the candidate’s workstation. For security reasons, you
must close this window whenever an exam is not in progress on a
delivery workstation. Because a username and password must be
entered in order to exit Delivery Manager, candidates cannot exit the
application and display the Windows desktop.
Follow these steps to close Delivery Manager:
1. If the Appointment Selection window is displayed, as shown

below, click the Close button. If the Login window is
displayed, continue with step 2.
This window displays on the candidate’s workstation if you stopped

the exam using the override options as described in "Stopping an
exam."
2. When the Login dialog box is displayed, enter the username

and password for your Pearson VUE account and click the
Exit button.

The Delivery Manager application closes, and the Windows desktop
is redisplayed.
The same user does not need to both open and close Delivery
Manager. For example, if another test administrator started
Delivery Manager, you can enter your own username and password
in order to close it.

Sign-out checklist
The Sign-out Checklist lists all sign-out procedures. Some procedures
are discussed in further detail in the remainder of this chapter. The
VSS website contains a copy of the list that you can duplicate and
keep at the front desk for easy reference.

Completing the log sheet
As part of the sign-out procedure, ensure that the candidate’s entry on
the log sheet is complete and that the following information has been
entered.
Note: All candidates at PVTCs are required to fill the log sheet. At
PVTC Selects, only candidates taking IT exams are required to fill the
log sheet.
 Collect the candidate’s erasable noteboard and pen, and

clean the noteboard so that any information the candidate wrote is
not visible to other candidates. On the log sheet, indicate that the
candidate returned the materials by checking the "Erasable
noteboard returned" box.
Collect any supplemental testing materials you distributed to the

candidate, such as exhibits, calculators or writing instruments. On
the log sheet, check the "Exhibits returned" box.
Ask the candidate to sign his or her name next to "Returned

erasable noteboard & exhibits (sign out)" on the log sheet and to
enter the current time.
ALL candidates should sign out on the log sheet even if they
weren’t given an erasable noteboard/pen or exhibits for their
exam appointment.
Sign your name next to "Administrator (sign)" on the right side of

the log sheet.
You must collect and file log sheets each day and keep them at
your test center for 12 months. Periodically, Pearson VUE
conducts random log sheet audits. Failure to provide the log
sheets upon request could be grounds for termination of a test
center’s contract with Pearson VUE. Refer to "Guidelines for test
center corrective action" for more information.

Distributing score reports
Note: PVTC Government Centers that are correctional facilities are
not required to distribute printouts to candidates and may disregard
this section.
Most exam sponsors provide score reports immediately after the

candidate finishes the exam. In order to score an exam, the candidate
must completely exit out of the exam. Refer to the client reference to
find out which sponsors provide score reports for candidates.
If an exam sponsor provides candidates with immediate score reports,

the reports print automatically when candidates finish their exams.
The score report prints whether the candidate passes the exam or not.
Follow the procedure and guidelines below for distributing score

reports:
1. Do not distribute the score report until a candidate has

returned all testing materials, including the erasable
noteboard, and all other sign-out procedures have been
completed.
2. As the candidate approaches the administrator workstation,

verify their name by asking to see the primary ID they took
into the testing room. Verify that the name on the score
report matches the name of the candidate.
Do not distribute the score report to anyone other than the

candidate. Information identifying or describing the candidate, a
candidate’s scores and performance, a candidates’ participation in
testing, and other information relating to each candidate is private
and highly confidential between the candidate, exam sponsor, and
Pearson VUE.
Never discuss anything on the score report with the

candidate except to verify the candidate's name and to resolve
issues on the score report. (See step three below for details.)
Test administrators must never discuss with the candidate the
actual score, rating, requirements, relative results compared to
other candidates, opinions, or credential listed on the score report
outside of the candidate's name.
3. Next, check each page of the score report to verify that it

printed completely and there are no misprinted pages,
pages missing, or additional information that doesn’t
belong.

While we understand that a test administrator is not familiar with
the particular details of every score report, the goal is to make
sure you check each page of the score report before handing it to
the candidate. Some examples of what you are looking for include:
 The name on score report is not the candidate’s.
 It looks like there should be a second page but there isn’t

one. This would be inferred by noticing that there is partial
information on the bottom of the page but no second page, text
is cut off in mid sentence, etc.
 Strange characters are printed on the page (e.g. part of the

text is in non-English characters or there are lots of boxes (i.e.
□ □ □) or other strange characters)
 There is an additional page that doesn’t look like it belongs with

the score report. This could be a candidate roster that was left
sitting on the printer, the first page of somebody else’s score
report, or some other content that looks unusual to the TA.
In the event that you notice a problem or anything unusual with

the score report, depending on the type of exam, please take the
following action:
 (Regulatory & Certification exams) Generate an urgent incident,

selecting the incident topic "Score Report Issue."
 (Professional and IT exams) Contact the Program Coordinator

who will create an urgent incident titled "Problem with Exam
Results."
It is extremely important that candidates receive the proper score

report and that the score report they receive is accurate and
complete. Do not give the score report to the candidate until the
issue is resolved. The test center should retain the original score
report in a secure place until further instructions are provided.
If the issue cannot be resolved at the test center, please advise the
candidate that a corrected score report will be generated and sent
to them in the mail. Notify the candidate that he or she should
contact the call center for more information.
4. Hand the score report to the candidate face down without

discussing or commenting on his or her results.
When presenting a candidate score report, do so privately and

respectfully. If necessary and possible, take them into
another room. Try not to give away the results with body
language or verbal gestures. Sometimes due to emotional
anticipation, a candidate will request their score report be placed in
an envelope. It is ok to comply with the request. Doing so may
prevent an emotional outburst at the test center.

NEVER try to explain the results of a candidate’s score. There
are times when a candidate will not receive a score report, only a
receipt indicating that he or she has completed their exam. In
these cases, the candidate will receive their score directly from the
exam sponsor.
The scoring process is the culmination of the candidate’s hours of

study, anxiety, and future hopes. This time can be very emotional
for a candidate and very unpredictable for test administrators. If a
candidate becomes distraught and begins yelling at the test
administrator, stay calm and instruct the candidate to call the call
center if they have specific issues with their score report. In
addition, the test administrator should document the incident in an
incident report.
Note: The score report may indicate "PASS" or "FAIL" with

diagnostic information. The diagnostic information is different
based on the exam sponsor specifications. Sometimes the
diagnostic information on a score report gives a percentage of pass
or fail, other times it indicates the number of questions answered
correctly versus the number of questions required to pass the
exam.
Note: There are times when a candidate will not receive a score
report but a receipt indicating that they have completed their
exam. In these cases, the candidate will receive their score directly
from the client.
5. Explain the Online Score Report Authentication process to each

candidate if applicable.
This step is not applicable for score reports printed on the secure
score report paper. For more information, see "Proprietary, secure
score report paper."
Each Pearson VUE score report may be imprinted with a unique set
of codes that can be used to verify the authenticity of the report;
this feature is referred to as the Online Score Report
Authentication. A registration number and a validation number
appear on the bottom of each score report. Candidates or their
employers can visit Pearson VUE’s authentication website
(http://www.pearsonvue.com/authenticate), enter these numbers
and find out whether or not the score report is valid.
6. Explain any additional information that you may need to

inform the candidate about. Make sure to review the exam
sponsor’s policies in the Exam Sponsor Guide to see if there
is any additional information you must provide.
If a candidate who has just been scored wants to wait in the

registration area to be picked up because of inclement weather, permit
the candidate to wait inside and remember to be discreet when
presenting results to other candidates.

Receiving score reports via the Pearson VUE
website
Instead of providing candidates with a score report printout at the test
center, some exam sponsors may offer score reports through the
candidate's Pearson VUE web account. The web-based score reporting
system allows score reports to be available over the internet, where
candidates can view, print and reprint their scores at their convenience
outside of the test center.
In addition to receiving their scores on the web, candidates may

receive either a preliminary score report or a "Thank you for testing"
screen at the end of their exam. Examples of these screens are shown
below.
If the exam sponsor offers score reports online, inform the candidate
to wait for at least 24 hours to receive an email from the exam
sponsor. The email will contain a link that directs them to their
Pearson VUE web account where they can access their score report.
Also tell them to check their junk or spam folder if they don't see the
email in their inbox.

Not all exam sponsors offer online score reports; please see the
Exam Sponsor Guide for the exam sponsor's score reporting
method.
Reprinting score reports (Reprint Utility

application)
If a score report does not print for an exam that offers a score report
due to a problem with the printer or other unknown reason, use the
Reprint Utility to print the score report for the candidate. To do this,
go to the administration workstation, click the Start button on the
taskbar and choose Programs | VUE Applications | Reprint Utility.
A special version of the Delivery Manager application launches, and the

Login window appears. (Note that this version of Delivery Manager
cannot be used to start, stop, or resume exams since those functions
are disabled in this version.)
Log in with your username and password for the Pearson VUE
applications. After you log in, the Appointment Selection window
displays. Click the name of the candidate whose report you need to
reprint, and click the Reprint button. After the report prints, click
Close, enter your login information, and then click Exit.
If a candidate calls the test center at a later date and requests a

reprint of his or her score report, inform the candidate to contact
the Pearson VUE Call Center for assistance.

Printing on proprietary secure score report paper
Some Regulatory score reports must be printed on the proprietary,
secure score report paper (purple and green paper) if there is no
information about the Online Score Report Authentication at the
bottom of the printout. If there is information about the Online Score
Report Authentication, then you do not need to reprint the score report
on the secure paper. For more information about Online Score Report
Authentication, see "Distributing score reports." Refer to the exam
sponsor’s client reference to find out if the secure paper is
required.
Since score reports will print automatically on the white paper that is
in the tray, you must reprint the score report on the proprietary,
secure score report paper using the Reprint Utility. Follow the steps
below:
1. Click on Start | All Programs | VUE Applications | Reprint

Utility. The Delivery Manager login screen appears.
2. Enter your username and password, and then click Login.
3. Load the printer with the proprietary, secure score report

paper. Make sure that you load the paper in the printer
correctly. It is expected that the green side appear at the left of
the page.
4. Select the candidate, and then click on the Reprint button

located at the bottom of the screen. The score report will then
print.
5. After the report prints, click Close, enter your login

information, and then click Exit.
Remove the secure paper once the score report prints so that other
score reports from exams that don’t require the secure paper do not
print on the paper. Below is an example of the proprietary, secure
score report paper (Note: The word VOID will not appear on the
paper.).

Lost and found items
If a candidate leaves an item behind, use the following process:
1. File an incident using the "Lost and Found" incident topic.
Do not contact the candidate. The incident will be saved for

tracking purposes. Include the following information in the
incident:
 Date the item was left behind or found at the test center
 Brief description of the item
 The candidate who left the item behind, if known
 If the candidate left behind a wallet, purse, or ID, include the

following direction in the incident:
The candidate will need to provide photo identification in order

to receive the item. If the candidate does not have additional
photo ID, the TA will open the wallet or purse with the
candidate and look at the ID inside in order to verify the
candidate's identity.
Never send lost and found items, including any item containing
personal information, such as Social Security cards, IDs, credit
cards, etc. to candidates in the mail. Candidates who want the item
shipped may contact the delivery company of their choice to
schedule a pickup and delivery at their own expense and liability.
2. If the item shows proof of ownership for one individual

(such as a passport or purse or wallet with an ID inside),
store the item in a locked and secure place until it is picked
up.
When the candidate returns, he or she must show identification in

order to receive it. If the candidate left behind a wallet with all IDs
inside and does not have one, let the candidate know you will open
the wallet/purse together. Then compare the photo ID inside to the
candidate standing in front of you to ensure it is the same person.
3. If the item does not show definite ownership for one

individual (such as a jacket or purse with no ID inside),
keep the item in a safe place at the test center for 90 days.
Do not attempt to contact candidates regarding such an item, even

you know which candidate left the item behind. Include that
information in the incident report.
If the candidate does not claim the item within 90 days, donate it
to a local charity. Use discretion as to whether the item is suitable
to donate to a charity organization. If the item is not suitable,
dispose of the item. At no time should an employee of Pearson VUE
take possession of an item left at the test center.

Handling comments, questions and complaints
In most cases, candidates with specific questions about their
exams should be referred to the exam sponsor. The Exam Sponsor
Guide provides contact information for each sponsor.
If a candidate mentions any type of complaint or problem related

to the exam or the testing experience, you must file an incident
report. Be sure to make the report as detailed as possible, and
assure the candidate that the issue will be directed to the
appropriate person and addressed promptly.

Mobile and Classroom
Testing
This entire chapter is NOT applicable for PVTC Selects. For more
see "About the Test Center Network."
This chapter provides the information you need to deliver exams at a

mobile site or in a classroom setting.
Overview of Mobile and Classroom Testing .................................. 353
Facilities Requirements for Mobile or Classroom Testing ................354
Installation and Setup for Mobile and Classroom Testing ...............356
Registration and Scheduling at Mobile Sites and Classroom Settings358
Exam Administration at Mobile Sites and Classroom Settings .........359
After the Mobile or Classroom Testing Event or Session ................. 361
Delivering Exams at Mobile Sites or Classroom Settings without

Internet Access .......................................................................363

Overview of Mobile and Classroom Testing
This section is NOT applicable at PVTC Selects.
Pearson VUE™ Authorized Centers have the flexibility of offering

exams at sites other than a fixed test centers:
Mobile testing - Mobile testing allows Pearson VUE Authorized

Centers to take the test center to the candidate rather than have
the candidate come to the test center. For example, a mobile site
can be used to provide testing at a conference or at a client's
location. As with fixed test centers, mobile testing sites can allow
pre-registration, immediate registration (walk-ins) and retakes
(depending on exam sponsor policies).
To set up a mobile site, you must contact Channel Sales at Pearson

VUE to make arrangements. Pearson VUE will create a new site in
the system that is completely separate from your fixed test center.
The mobile site will have its own site ID and name, and registration
and scheduling will not be available through the candidate website
or the call center.
Classroom testing - Classroom testing is used to allow

candidates to test immediately after taking a class. For example,
your center might offer a training class at your site over several
days and then have candidates take an exam on the last day of the
class. Using classroom testing, you can allow candidates to take
the exam right in the room used for the class. This lets you offer
enhanced service to candidates and allows you to efficiently use
workstation resources.
To set up a classroom site, you need to add the necessary

workstation assets through Site Manager and work with Channel
Quality to get the assets approved and setup. Depending on the
location of your administration workstation, you may also need to
install the Pearson VUE Workstation Installer on another
workstation so that Admissions Manager will be available for
admitting candidates. For more information on installation
procedures, see the installation guide.
The following sections outline the requirements for implementing

mobile or classroom testing. Please read this information carefully to
help ensure your test center is in compliance with the contractual
requirements concerning the test center environment, professionalism
of center personnel, test center procedures and security of exams in a
mobile or classroom environment.

Facilities Requirements for Mobile or Classroom
Testing
The requirements for a mobile or classroom testing site are the same
as for a fixed test center. Because testing will take place in a space not
usually used for certification testing, it is important to ensure that the
testing environment is suitable for exam delivery. Listed below are
things you need to consider when assessing whether or not a site is
suitable for mobile or classroom testing:
Hardware and software - A mobile or classroom site must

comply with the minimum requirements outlined in the installation
guide. For example, all workstations must meet the listed
specifications, Internet connectivity is required, and a printer must
be accessible to all workstations.
Space
 Two separate areas are necessary: one area for exam

registration and scheduling and candidate admission and sign-
out, and a separate room for exam delivery (Refer to your
Pearson VUE Testing Center Agreement for more information).
 You must provide an area for secure storage of candidate

belongings. Personal items must be secured and out of
candidate reach during exams.
Center-owned locked backpacks work well in these

environments. Candidates know that their belongings are safe
at their feet, but they cannot access them during the exam.
Unlock the backpack after the erasable noteboard is returned.
Testing room
 Ensure that the testing area is clean and well lit and at a
comfortable temperature.
 Remove any materials (such as wall charts and other reference

materials) that could help candidates during the exam.
 Make sure the testing room is quiet and distraction-free.

Remove or turn off items such as telephones and printers that
could disturb candidates while testing. Noise and distractions
are common candidate complaints.
 Post signs while candidates are testing to let other

people know that exams are in progress.

Exam delivery workstations
 Decide how many exam delivery workstations you need and be

sure each one meets the specifications. Delivery workstation
assets can be added or deleted at a moment's notice through
Site Manager.
 All candidates must have adjustable, comfortable chairs and

enough desk space to write on an erasable noteboard.
 Unless there are walls or partitions between candidates, there

must be at least four feet (1.2 meters) between exam delivery
workstations.

Installation and Setup for Mobile and Classroom
Testing
The necessary Pearson VUE™ Testing System applications must be

installed at the mobile or classroom site using the standard setup and
installation procedures described in the Pearson VUE Testing Center
Agreement and the installation guide.
Listed below are some important points about installing and setting up
the testing system in a mobile or classroom environment. If you need
help, please contact VSS.
Installation scenarios - When installing at a mobile site, the

testing system may be installed in one of two scenarios. The
Workstations must also meet the requirements. For more
information about the scenarios or requirements, refer to the
installation guide.
Delivery workstations - All exam delivery workstations must be

on the same network as the Pearson VUE administration
workstation/server and must meet the requirements listed in the
installation guide. Before delivering exams, be sure that the date
and time are set correctly on each workstation.
Installation and testing - Follow the procedures in the

installation guide to install the necessary testing system
software.
 A mobile site will need to install the entire testing system.
 In a classroom setting, you will just need to install the Test

Delivery Suite on the delivery workstations.
 Be sure to take the TDFT exams on each delivery workstation

after installation to ensure exam delivery is working properly.
Refer to the installation guide for details.
Administration workstation - If your administration workstation

is not located in an area that is convenient for checking in
candidates, or if you prefer to keep the workstation in a more
secure environment, you can install the Pearson VUE Workstation
Installer on another workstation and use that workstation for
scheduling appointments and admitting candidates. If you are
providing services at a large event, such as a conference, you may
want to install the Pearson VUE Workstation Installer on several
workstations so multiple administrators can schedule and admit
candidates. For more information, see the installation guide.
Site Manager information - At a mobile site, you will need to go

into Site Manager and create the necessary usernames and
passwords and also specify contact information on the Contacts
tab. Be sure to create individual accounts for each user; sharing
usernames and passwords is not permitted. Refer to "Setting up
User Accounts, Passwords, and Permissions (Personnel)."

Assets - In Site Manager, each delivery workstation must be set
up in the Workstations tab.
 At a mobile site, you can adjust the workstation count at any

time based on your needs. Since public candidates probably will
not be scheduling appointments at the site, you do not need to
be concerned about the workstations being consumed by public
candidate appointments.
 In a classroom setting, you need to manage your workstation

assets carefully so that workstations are available to the
appropriate candidates at the necessary time and the
appointment times do not get consumed by public candidates.
You need to add workstation assets for the classroom

workstations. If your center allows public registration, create
rules to make the additional workstations unavailable at all
other times except when the testing will occur. Then schedule
appointments immediately so that public candidates registering
through the candidate website or call center do not consume
the appointments.
After your test center's initial setup, whenever you need to

add additional workstation assets, you must work with
Channel Quality to get the new assets setup and approved
before they can be activated.
If you do not offer classroom testing on a regular basis, you

can delete the classroom workstation assets when they are no
longer needed. If your site offers classroom testing on a regular
basis, you can leave the assets in place but just set up the rules
to make them available only when necessary. For example, if
classroom testing occurs every Friday, create assets for the
classroom workstations, set up rules to make them unavailable
at all times and then adjust the rules when you want to make
the workstations available for scheduling appointments.

Registration and Scheduling at Mobile Sites and
Classroom Settings
You can allow candidates to register and schedule candidates in

advance or can register and schedule them on the day of the event or
class. As in a fixed test center, any combination of exams in any
available languages from any exam sponsors can be delivered
simultaneously.
To register and schedule candidates, you will need to have a

workstation running Registration Manager and a connection to the VUE
hub (via modem or a dedicated Internet connection). Refer to the
installation guide for details on running Registration Manager on a
workstation other than the administration workstation.
The Pearson VUE Application Wrapper Service will download exams

automatically after registrations are made. However, if your site is
located on a United States Federal and State facility or military
installation, you must run RMA manually to download the exams.
 To ensure candidate satisfaction, each administrator

should practice exam registration, check-in, exam delivery and
sign-out procedures before scheduling candidate appointments or
delivering exams to candidates.
 For classroom testing, immediately after a class, set up a

time convenient for most of the students to test and have them
register and schedule right away (to ensure that the appointment
times are not consumed by public candidates, as noted on the
previous page).
 For mobile testing, schedule exam appointments at

regular timed intervals (such as at 8:00, 10:00, 12:00 and so on)
to minimize the distraction of candidates leaving and entering the
room.

Exam Administration at Mobile Sites and
Classroom Settings
Administrators at mobile test centers and in classrooms must follow

the same Pearson VUE exam delivery procedures that fixed centers
follow. Requirements are summarized below.
 Administrator(s) - At least one Pearson VUE Certified

Administrator must be present during testing hours to schedule
appointments, admit candidates, sign candidates in and out of the
testing room and continuously monitor all exams.
Two Pearson VUE Certified Administrators are

recommended, one to handle registrations and to check candidates
in and out of the testing area, and one to continuously monitor
candidates as they take their exams. If more than 15 candidates
are testing at one time, two Pearson VUE Certified Administrators
are required.
 Materials - The mobile site or classroom must have copies of the

Pearson VUE Authorized Test Centers Policies & Procedures Guide,
the Pearson VUE Authorized Test Centers Exam Sponsor Guide,
Pearson VUE log sheets, and Pearson VUE Candidate Rules
Agreement. Erasable noteboards and pens must be available for all
candidates. (Be sure you have the latest versions of all Pearson
VUE documents, which are available on the VSS website.)
 Schedule - Before each testing session, administrators should

familiarize themselves with the testing schedule via the VSS
website, Admissions Manager, or through Site Manager.
 Candidate check-in procedures - Check-in procedures are

exactly the same as for normal test center exams. The steps listed
in Admissions Manager must be followed to admit each candidate.
Two forms of ID are normally required, the candidate must sign
and return a copy of the Pearson VUE Candidate Rules Agreement,
a log sheet entry must be completed for each candidate and so on.
 Personal belongings - Personal items such as hats, coats,

briefcases and cell phones must be secured and out of the
candidate's reach during the exam. Do not store bags or purses in
unsecured areas. Refer to "Storing Personal Belongings" for more
information.
 Seating candidates - If space allows, seat candidates in alternate

seats and rows.

 Starting exams - A Pearson VUE Certified Administrator must
accompany the candidate into the testing room and log in to
Delivery Manager. Before starting the exam, the administrator
should verify with the candidate that the name of the exam shown
on the screen is the one he or she intended to take.
 Continuous exam monitoring - ALL exams must be monitored at

all times by a Pearson VUE Certified Administrator. The
administrator is required to ensure the integrity of the high-stakes
testing environment by monitoring the candidates in real time,
either in person or by video camera and monitor. The administrator
must closely supervise candidates and report any candidate
misconduct through an Incident Report.
 Candidate sign-out procedures - After a candidate completes an

exam, the administrator must have the candidate sign the log
sheet. The administrator should indicate on the log sheet that the
candidate returned the erasable noteboard and then give the
candidate his or her score report.

After the Mobile or Classroom Testing Event or
Session
Listed below are procedures you need to follow at the end of the
mobile testing event or classroom testing session. If you are running a
multi-day mobile testing event, perform the first five procedures at the
end of each testing day.
Transfer exam results - Run RMA manually to ensure that

results are sent to Pearson VUE in a timely manner. A daily backup
should also be run at this time.
Verify results upload - To verify the exam results upload, log in

to the VSS website (http://vss.pearsonvue.com) and click the
Reports button in the upper right corner of the page. Click the
Exam Schedules link, click Today's Schedule and click Run
Report. Check that the Delivered column contains a checkmark for
each exam. If a checkmark does not appear in one or more of the
boxes, run RMA manually, then re-run the report. If the boxes still
are not checked for all exams, contact VSS for assistance.
Retain candidate paperwork - Your center must retain

completed log sheets and signed Candidate Rules Agreements for
one year. This applies to all exams, including exams delivered at
mobile events and in classrooms.
Close applications - Close Registration Manager, Admissions

Manager, and Site Manager on all workstations running the
applications. Log out of Delivery Manager on all delivery
workstations and turn off each workstation.
Uninstall delivery software and delete assets (classroom

setting) - If you delivered exams in a classroom and classroom
testing will not be used again within the next three months, you
need to do the following:
 Uninstall the Test Delivery Suite on each delivery workstation.

To do this, open the Control Panel on each delivery workstation,
select Add/Remove Programs and remove the VUE Test
Delivery Suite.
 Delete the delivery workstations assets. To do this, follow the

procedures in "Deleting a Workstation." Repeat the process
until only the number of delivery workstations used in your
fixed test center is shown. Contact VSS if you need help.
Uninstall the testing system (mobile site) - When a mobile

testing event is completed, you must remove the Pearson VUE
Testing System from any workstations that are being left at the
site. Uninstall the software from the administration workstation,
server and delivery workstations using the Add/Remove Programs
utility from the Windows Control Panel.

 When deleting testing system software at a mobile site,
you are not required to contact VSS first. However, we recommend
that you do so to ensure that everything is done correctly.

Delivering Exams at Mobile Sites or Classroom
Settings without Internet Access
If your mobile site or classroom setting will have limited access or no

connection to the internet during a testing session, you must follow
the procedure in this section to deliver the exam(s) at your site. This
process involves scheduling for and running a TDFT exam on one
delivery workstation at the testing location and obtaining a multi-pass
Authorization Code from VSS.
Prior to the day of testing:

1. Contact VSS and notify them about the lack of internet
connection at your mobile site or classroom setting.
VSS will create an incident report about the situation.
2. Schedule a "TDFT9: Test Driver Functionality Test - Flash

Checker" exam for the day that the testing session will
occur.
You should be registering and scheduling this TDFT exam prior to

the testing day. TIP: When you are registering candidate exams
for the testing session, you should schedule this TDFT exam along
with those exams.
Schedule the TDFT exam so that it will be delivered on the same

day as the testing session, on one workstation at the testing
location, and during a time before the testing session will occur.
Make sure to provide yourself with enough time on the day of

the testing session to run the TDFT exam, obtain a multi-pass
Authorization Code from VSS, and address any issues that may
occur. Pearson VUE recommends scheduling and running the
TDFT exam at least 2-3 hours before the testing session begins.
Registering and scheduling for a TDFT exam is the same process as

registering and scheduling a candidate for an exam. You should
register the exam for yourself under the VUE Testing client (see
the image below).

3. Make sure that RMA runs the evening before the testing day.
You may run RMA manually to prepare the TDFT, and then refresh
the schedule in Admissions Manager to verify that the TDFT is
prepared.
If the TDFT exam does not appear on the schedule in Admissions

Manager after running RMA manually and refreshing the schedule,
you must contact VSS for assistance immediately.
On the day of testing:

1. In Admissions Manager, admit yourself for the TDFT exam.
In order to launch the TDFT exam, the candidate (you) must be

admitted following the admission steps in Admissions Manager.
2. After being admitted, log in to Delivery Manager on a

delivery workstation and start the TDFT exam.
After you click the Start button in Delivery Manager, an

Authorization window will appear. You are required to input an
Authorization Code in order to launch the exam.
3. Once the Authorization window appears, contact VSS in

order to retrieve a multi-pass authorization code for the
exam(s).
Please refer to "Starting Exams on Delivery Manager with No

Connection to the Hub." for more information about Authorization
Codes in Delivery Manager. You will need to provide VSS with the
Challenge Key in the Authorization window in order to receive an
Authorization Code.
Be sure to tell VSS how many exams (including the TDFT exam)
you will be delivering that day. VSS will provide you with a
multi-pass Authorization code that can be used for every exam
that day.
4. Enter the Authorization Code into the box and click OK.
Delivery Manager will automatically launch the TDFT exam on the

screen after clicking OK. If the TDFT exam does not launch,
contact VSS immediately for assistance.
5. Follow the instructions on the screen to run the TDFT exam.

The TDFT9: Test Driver Functionality Test - Flash Checker exam is
designed to check if your workstation meets the minimum flash
requirements. However, the purpose of running the TDFT in these
instructions is to obtain a multi-pass Authorization Code that will
allow you to deliver the exams for the testing session. While taking
the TDFT exam, you should click the NEXT button located on the
lower right side of the Delivery Manager screen until you reach the
end of the exam. Once you end the exam, Delivery Manager will
bring you back to the login screen.
If you notice that your workstation does not meet the minimum
flash requirements while running the TDFT exam, you should
contact VSS after the testing session for more information about
meeting the flash requirement.
6. When it is time to deliver the exams for the testing session,

admit the candidate(s) and launch the exam(s).
If you entered a multi-pass Authorization Code in Step 4, you will

not be required to enter the Authorization Code on any of the
workstations, unless the number of authorizations runs out.
7. After the testing session is complete and all exams have

been delivered, return to the administration workstation,
connect the administration workstation to the internet (if it
is not connected), and then run RMA manually.

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Overview

This chapter provides overview information about Pearson VUE

About this Guide......................................................................... 2

About Pearson VUE ..................................................................... 4

About the Regulatory, Employment Testing, Certification, Professional,

About the Test Center Network ..................................................... 7

What Pearson VUE Provides ......................................................... 9

Test Center Responsibilities........................................................ 10

About Admissions Equipment ..................................................... 11

The Testing Process .................................................................. 13

Test Center Objectives .............................................................. 16

Test Center Roles ..................................................................... 17

Guidelines for Test Center Corrective Action ................................. 19

Overview: Provides introductory information about Pearson VUE,

2  Overview Version 1.3 Pearson VUE Confidential

Updating this Guide

Pearson VUE documents are available in Adobe® Acrobat® .pdf

1. Use your Web browser to navigate to the following site:

2. Click the Get Acrobat Reader icon.

3. Follow the installation and usage instructions provided by

Pearson VUE Confidential Version 1.3 Overview  3

Pearson VUE is also a leading provider of licensing examinations for

As of January 2006, Promissor combined with Pearson VUE. This new

Channel Quality - Responsible for quality assurance throughout

4  Overview Version 1.3 Pearson VUE Confidential

Channel Sales - Responsible for the recruitment and account

Pearson VUE Confidential Version 1.3 Overview  5

 Regulatory agencies: Insurance, Real Estate, Mortgage

 Bound by law (legislated)

 Each State has different sets of laws and statutes

 Individual must be licensed to practice trade

 Requirements = pre-licensing education; pass exam; apply for

 Professional, Certification and Employment Testing

 Requirements established by "Certifying" Board

 Individuals may be able to practice trade without passing exam

 Health Services (Nurse Aides, Cosmetology, Barber

 Ensures uniform state-wide competency standard for all

 Flexible CBT or paper & pencil examinations

 Test center or state contracted site practical examination

 On-site scoring for written and practical exams

6  Overview Version 1.3 Pearson VUE Confidential

About Pearson VUE Authorized Test Centers

About Pearson VUE Authorized Test Center Selects

The PVTC Selects can be considered a hybrid of the Pearson VUE

Pearson VUE has identified ‘premier’ authorized test centers in

Pearson VUE Confidential Version 1.3 Overview  7

Support - Increased level of training for PVTC Select

Personnel requirements - PVTC Select test centers must have

Site availability - Depending on the site, PVTC Select test centers

Facility requirements - Greater requirements are necessary to

Admissions equipment - To support increased security

Entry monitoring - Administrators must collect a palm vein each

Exam delivery - Professional exam candidates are video and

8  Overview Version 1.3 Pearson VUE Confidential

The Exam Sponsor Guide describes policies and procedures specific

We provide you with training to prepare for administrator

We contact you to make you aware of candidate concerns.

We recognize and reward quality test centers.

If your test center is found to be below acceptable levels of quality

Pearson VUE Confidential Version 1.3 Overview  9

Follow security Return results to Welcome and handle Maintain a

10  Overview Version 1.3 Pearson VUE Confidential

Some exam sponsors require Pearson VUE to collect admissions data