[Sartasz]

Wondering if this happened to anyone else…

I was taking FAR on Saturday, October 1st. I went to use the research tab to look something up, and then the whole test froze. I had to get a Prometric staff member to come over to help me. I told them the computer just froze. The staff member asked me “did you search something in the research tab?” I answered yes, and she said that the research tab, and particularly its search function, has been causing computers to freeze in Prometric centers nationwide.

We restarted the computer, and got the exam back up. Once again, I go to use the research tab, and the exam freezes. The computer was taking a while to restart, so they suggested I take a break while they get it back up and running. During my break, they confirmed to me that the simulations freezing had been happening since 10am that morning, and that NASBA and the state boards were already aware of the issue.

Once the computer got running again, I was advised not to use the research tab in order to avoid another computer freeze. After about 5 hours, I finally completed the exam, but without the aid of the research tab. The Prometric staff gave me some type of reference number that documented the issue and said that I would be contacted (or maybe I’m supposed to contact them?) to see how the exam issue and subsequent grading would be resolved.

So, anyone have this happen to them, or heard of this happening? I’m really curious about how NASBA is going to resolve this issue.

[Anonymous]

I had the same problem during FAR on 10/3. I was able to use the authoritative literature tab, but if I tried to use the “search” feature my computer would freeze and I'd have to be moved to another computer. At the same time I was having this problem, another candidate taking AUD was having the same problem.

I haven't yet called NASBA, but plan on doing so. If you hear back, please post so I can know what to expect.

[Anonymous]

I had the EXACT same problem when I took FAR yesterday. I wasn't able to complete one of the seven SIMS at all because the research tab would totally freeze my computer. This happened at least 3 times, and I even moved to a different computer one of the times. I was planning on e-mailing the AICPA candidate care. The testing center also gave me some sort of ticket/complaint number. If I miss by like 1 or 2 points and have to retake it, I am going to be so mad! I am not sure what they will really be able to do though. Has anyone had anything like this happen? Will the AICPA do anything about it? The testing center said it was the software because I guess it had been happening since the 1st.

[Anonymous]

What locations are having these problems?

[Anonymous]

Gainesville FL

[kaaCPA]

holy smokes! is this an ongoing issue at all prometric testing centers or just at few? my FAR exam is in 4 days!

AUD | 85
REG | 77
FAR | 76
BEC | 83
========
ETH | 93
State Board Application pending!

[neverendingtesting]

I just took FAR today and used the research/authoritative literature several times with no problems. So I am hope it's fixed for anyone taking it soon! I took it in NY btw.

B - 07/11/2011, 90
A - 08/24/2011, 90
R - 11/26/2011
F - 10/04/2011

[Sartasz]

This happened in Columbia, MD.

[Anonymous]

Chicago, IL

[gchickerillo3]

It happened to me as well in Lombard, IL except I wasn't given the chance to even try to finish my exam (FAR). There were several of us that this happened to on Saturday, except I was the only one taking FAR. I had to leave the exam with only 4 simulations remaining. Tried to call NASBA to see if I could finish my exam or if I would be re-taking the entire thing, but couldn't get a hold of anyone. I was only contacted by Prometrics to reschedule. I'm re-scheduled for tomorrow… in Merrillville, hoping that this doesn't happen again. Lady at Prometrics told us on Saturday that because other people were coming in to test at 12, there would not be room for all of us to test, and we would all have to leave. I'm not sure why the 12:00 test takers would have priority over several people who were practically finished with the exam. This was my first CPA exam experience, not such a great one. I am still going to try to contact NASBA about this situation because it is extremely unfair and inconvenient that I have to take the entire exam again. Anyone have any luck trying to get a hold of NASBA?

FAR - 87
REG - 11/23/11
BEC / AUD - 2012
Ethics - 100

[Anonymous]

@Sartasz, i will be taking FAR in Nov at the same location…hope i won't face this problem then!!

[Sartasz]

I called yesterday. I was on hold for literally an hour before I got to speak to someone. He then transferred me to “candidate care” where I eventually just got an answering machine. I left all the necessary information on the answering machine and also sent an e-mail to the same department, so I'll let you guys know if/when I hear back.

@aishcpa, I'm sure you'll be fine. The prometric staff there seemed to portray it as an isolated incident.

[Sartasz]

Wow, I just got a response back from NASBA via e-mail.

“Someone from Prometric will contact you to assist in rescheduling your exam.”

That's it. An unreasonable, one-line response. I can't even begin to explain my frustration…

[Anonymous]

This wasn't just FAR. I took AUD on October 1st and this happened. Someone else in the testing facility was taking REG and this happened to them, as well. I think there were about 5 or 6 people that it had happened to as I was leaving. I waited 30 minutes and I was allowed to leave. I was tired and I wasn't really sure of how I was doing- I look at it as an opportunity to study more. I was given a ticket number as I left and I was able to reschedule my exam for Sunday (October 9th) with no fees and they rescheduled another of my exams (since this messes up my study schedule). They can only waive the rescheduling fee for this messed-up exam and one other exam but they will let you retake this exam in the same window.

If they haven't fixed the problem, I'm curious as to why they are allowing people to retake the exam. The research tab is pretty much useless (in my opinion) without the search function.

[Anonymous]

I did get an email back from Candidate Care and all they were able to say was that they were investigating my concern and did not need any information from me at this time. I am hoping I did well enough on the multiple choice that I will not have to re-take the exam… I haven't tried to re-schedule or anything.

[Anonymous]

Oh great, I'm taking FAR tomorrow, they better fix this!!!

I'm going to save the research questions for last then. I want to make sure my scores are maximized before taking those research sims.

[Author]

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