Frustrating Experience using PSI Secure Browser for AWS SAA CO2

Question

Yesterday at 12:30 pm I was supposed to give my AWS SAA CO2 exam through PSI.   
I logged in 15min prior to the exam time, connected to the proctor around 12:30 and once all the checks and scans were done, the proctor stated that he will be launching the exam.   
But soon after, instead of a question, an error message was prompted on the screen stating "**Unable to resume because the test was already completed**". I immediately texted the proctor of the issue and he suggested to reach out to the tech support.   
From then on, for the next 2 hrs, I talked to 2 tech support officials who were **unable to resolve the issue** and so I was redirected to the customer support. I was hoping she would help me to atleast reschedule the exam but sadly that didn't happen. She told me she had escalated the issue and that I need to wait for the next 3-5 days for a response.   
  
Now I want you to understand why this is so frustrating:  
1) There is no guarantee if I will get a response hence reaching out on this platform.  
2) 150$ is a huge amount for someone living in India. And losing this much money and not even getting to write the exam is just ridiculous.  
  
Appearing for an exam is already an extremely nerve wracking experience and the least you could have done is to make the process easy but alas! Highly highly disappointed.   
Infact, I would rather have a refund because really do not want to go through the process again. I really need the certification but I will take the exam when it is safe to go to an exam centre.  
  
I kindly request the concerned authorities to look into the issue and do the needful.  
  
**Below are my details:**  
Name of the Exam : AWS Certified Solutions Architect - Associate  
Name : Vidushi Raturi  
Email Address : 1997vidushi@gmail.com  
Exam Date :  22 May 2021  
Time Zone :  Asia/Kolkata  
Exam Start Time :  12:30 PM / 12:30

Answer

Update: Received a voucher from PSI.  Will schedule the exam as soon as it is safe to go to test centres. Again, thank you so so much!

Answer

Just received an email from AWS Training & Certification stating that my result is now available for the SAA CO2 exam.   
  
Not a surprise that I failed with a score of 100. Reiterating the fact that I could not view a single question but instead got the following error message.: "Unable to resume because the test is already complete".   
   
**Losing 150$ and not even getting to take the exam due to a technical error** feels unfair and extremely disheartening.  
It would be really really helpful if someone could look into this. Please.

Answer

Hi Kim,  
  
Thank you for your response and the efforts, really appreciate it.   
Although I do hope PSI resolves the issue and provides a voucher since there is no doubt that it was a technical error. Otherwise, it would be saddening and unfair to have lost $150 for nothing.  
Hoping and waiting for the best.  
  
Vidushi  
  
Edited by: vidushi on May 24, 2021 2:37 PM

Answer

vidushi,  
  
I am sorry to hear about your frustrating experience. I have reviewed your account and removed the "fail" grade. This also removes the 14-day retake policy so you can schedule the exam for as soon as today if you would like. I have also confirmed that there is an open case for you with the PSI customer support team. They will be reaching out soon with a resolution. If they confirm the technical issue, they will provide a voucher.  
  
We appreciate your patience!  
  
Kim  
AWS Certification

Frustrating Experience using PSI Secure Browser for AWS SAA CO2

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