Frequently asked questions
Q: How do I cancel a session?
A: As long as you are at least 1 hour prior to the scheduled start time you can cancel your session. Log in to our website and access the EFH calendar dashboard. Locate your scheduled session, click on the "More" button at the end of the row, then click "Cancel" in the dropdown.
Q: What if I scheduled a session for 20 (or any number) of Test Candidates and I know before exam day that 1 or more can not attend?
A: Even if 1 Test Candidate cannot make it you should cancel your existing session and schedule a new session for the exact number of participating Test Candidates so that no virtual machines are wasted. You will not lose your place in line, or your desired date/time, as long as you perform the cancellation and reschedule at least 1 hour prior to your desired start time.
Q: What should I do if I suspect the Test Candidate may be cheating?
A: Please review our Exam Administration policies and follow the steps outlined in the “Cheating” section.
Q: Does the Secure Browser that the Test Candidate needs to take their exam require Admin Rights to download?
A: The Secure Browser for Windows and Mac is not an installed program, it’s a few files temporarily running in memory during the session and should not require Admin Rights to execute. However, permissions or parentals access controls could be implemented within a browser or security software to prevent browser downloads or the execution of program files, and such permissions would need to be relaxed temporarily to allow this to occur. For Chromebooks, the app is installed locally, and managed devices may require the app to be allowed to install, or be by an IT Admin. See the Test Candidate User Guide for more information.
Q: How does the Test Candidate communicate with the Exam Administrator (Proctor) during exam launch?
A: A chat feature is part of the secure browser that Test Candidates will download and install. A Test Candidate can click on the blue "Show/Hide Chat" button on the right-hand side of the screen to open or minimize the chat window and communicate with the Exam Administrator (Proctor) outside of the timed portion of the exam.
Q: Can multiple Exam Administrators (Proctors) join the same Proctor Dashboard?
A: Yes, another Exam Administrator (Proctor) associated to your CATC could join. However, keep in mind that you would be sharing focus (mouse and keyboard control) with any other person that joins and only one person could “drive” at any given time.
Q: Can I schedule multiple calendar events at the same hour in order to deliver different exams to our Test Candidates at the same time?
A: Yes. You would launch one set of up to 50 candidates using your unique Exam Session Link and manage the sessions in one browser window/tab, but at the same time launch another set of up to 50 candidates with a different link in a separate browser window/tab. We recommend trying Exams from Home with just one session and only 10 candidates before attempting larger sessions, or multiple sessions, to ensure you are providing the best experience for your Test Candidates.
Q: What if I have not received my session hyperlink by the time our scheduled session has begun?
A: We will be sending out the emails within 5 minutes after a session is scheduled in the calendar. If you have not received your email within that time, please check your spam folder. If you still have not received the emails, log in to the calendar again and click the “More” button at the end of your calendar session and click “Send confirmation email”. If you continue to experience issues receiving your communications, please delete the session and create a new event.
Q: What happens if a Test Candidate tries to join a session before the session is active or after it has ended?
A: They will be met with an “Access code is not active...” message. If they log in during the session but you are not ready, they will sit in the Lobby until you have started the session.
Q: What is video conferencing software used for?
A: Third-party video conferencing software may be used to communicate with your Test Candidates (outside of the timed portion of the exam or in the event of a technical issue). It may also be used for identity and environment checks. It will never be used to communicate with a Certiport representative. Using such software will occur simultaneously with your separate virtual session(s) occurring within the Proctor Dashboard tool. Third-party video conferencing software may only be used to communicate with your Test Candidates during said scheduled session; they cannot be used to administer the actual exams - only the Certiport Proctor Dashboard can deliver the virtual sessions. Note that using video conferencing or other software may put an additional burden on you or your Test Candidate’s bandwidth that may exceed the baseline technical requirements we have set forth for the Exams from Home solution. Certiport's Technical Support team will also not be able to troubleshoot any issues related to third-party software use.
Q: The Test Candidate requires an ADA accommodation; can I still apply for one with Exams from Home?
A: Yes. ADA accommodations are supported in the Exams from Home solution in the form of extended testing time for pre-approved candidates. However, accessibility tools such as JAWS and other screen readers are not supported in Exams from Home. Certiport’s Compass for Windows and Compass for Mac locally installed solutions still support all forms of accommodations detailed on our ADA page.
Note: With the current iteration of Exams from Home, there are no longer special calendar blocks for ADA that must be selected when scheduling an exam session for a Test Candidate with an accommodation. Simply schedule a Test Candidate that is already approved for an accommodation, and they will have extended time when they launch their exam. If a Test Candidate does not have extended time but has been approved, please contact Customer Service (it can take up to 10 days after submitting an ADA request and all supporting documentation to be approved).
Q: Can we schedule a mix of ADA-approved Test Candidates along with regular-time Test Candidates in one scheduled exam session event?
A: Yes. Since the accommodation approval “flag” comes from the Test Candidate’s profile, EFH will adapt to the different types of exam lengths and stay active as long as required (or until the exam time runs out). However, this scenario will require the Exam Administrator (Proctor) to potentially stay monitoring the Test Candidates with accommodations through the Certiport Dashboard for a significant time longer than regular-time Test Candidates.