NCARB uses PSI to securely deliver the Architect Registration Examination® (ARE®). It is our goal to ensure all candidates can complete their examinations without encountering technical difficulties. But if a software or hardware problem does occur before or during your online proctored exam, please follow these steps, which are also outlined in the ARE 5.0 Guidelines:
Technical Issues Prior to Launching Your Online Proctored Exam
1. Review the Online Proctoring Technical Requirements
Failure to meet the online proctoring technical and system requirements outlined by NCARB and PSI will prevent the Bridge software and your exam from successfully launching.
Prior to contacting PSI Technical Support, ensure your system setup, including internet speed, security settings, and VPN meet all online proctoring requirements. NCARB is not able to provide technical support regarding individual system setup for online-proctored delivery.
2. Contact PSI Technical Support
After confirming that your system setup meets all requirements, please reach out to PSI Technical Support at 855-560-3716. Allow the PSI Technical Support team sufficient time to troubleshoot and resolve the issue.
3. Reporting the Technical Issue
If your exam cannot be administered because of technical or software issues, please contact NCARB in writing within 15 days of your appointment date.
4. NCARB Investigation
After receiving your communication regarding your exam technical issue, NCARB will investigate the technical issue, including reviewing any logs, documentation, or reports provided by PSI. NCARB will reach out to you directly following the investigation, which may take up to five business days.
5. Resolution
If it is determined that the technical issue was due to an exam software malfunction or other issues outside of your control, NCARB will provide you with a replacement exam seat and new exam eligibility. The 60-day retest policy does not apply to exams that failed to launch.
Technical Issues During Your Online Proctored Exam
1. Notifying the Proctor
Immediately inform the proctor via the chat feature that you are experiencing a technical issue. If there is an error message on the screen, do not clear the message.
If you lose internet connection during your exam and are disconnected, you can restart Bridge when your connection stabilizes, and you will be assigned to the first available proctor. The exam delivery software has been designed to suspend testing time until the computer is operating again.
2. Contact PSI Technical Support
After informing the proctor of the technical issue, please reach out to PSI Technical Support at 855-560-3716. Allow the PSI technical support team sufficient time to troubleshoot and resolve the issue.
If the technical support team can resolve the issue within 30 minutes, you are expected to complete your exam administration. If the technical issue delays your test session more than 30 minutes, you will be given the choice of continuing to wait or rescheduling your appointment.
3. Reporting the Technical Issue
If you are unable to complete your examination due to technical issues, please file an incident report with the proctor and contact NCARB in writing immediately. DO NOT wait until receiving your test results to contact NCARB. All concerns must be received within 15 days of your appointment date.
Only filing an incident report with the proctor will not satisfy the requirement of notifying NCARB directly.
4. NCARB Investigation
Upon receiving your communication regarding your exam technical issue, NCARB will investigate the technical issue, including reviewing any logs, documentation, or reports provided by PSI. Following the investigation, which may take up to five business days, NCARB will reach out to you directly.
5. Resolution
If it is determined that the technical issue was due to an exam software malfunction or other issues outside of your control, NCARB will provide you with a replacement exam seat and new exam eligibility.
- If you viewed 75 percent or more of the items on your exam prior to the technical issue occurring, you will be subject to the 60-day retest policy, and your exam will count as a valid, scored exam within your NCARB Record.
- If you viewed fewer than 75 percent of the items on your exam prior to the technical issue occurring, you will be provided immediate eligibility to reschedule your exam, you are exempt from the 60-day retest policy, and your exam score will be invalidated within your NCARB Record.
- If the investigation determines that your examination could not be administered due to your online proctoring setup, outside of the control of NCARB and its vendors, all exam fees will be lost and NCARB will not provide you with a replacement exam seat. You will be provided with new exam eligibility only. If you viewed 75 percent or more of the items on your exam prior to the technical issue occurring, you will be subject to the 60-day retest policy, and your exam score will remain valid within your NCARB Record.
View PSI’s webpage for ARE candidates and NCARB’s ARE 5.0 Guidelines for more helpful information on how to prepare for your PSI exam appointment.
