Beware: major problems with PSI
Craig Wilson
I arrived early to the section 1 exam (online) and called several days ahead to test my system: I passed the "test" after working with PSI technical support.
My test started at 5 pm CST. Even though I arrived early, I was put in a queue until shortly before 5 pm CST. There was a problem with PSI accepting my computer — even after passing the system test taken four days prior. I had asked to re-book the test but was not given an answer.
When offered technical help, I took it and was given a technician. It took considerable time to problem solve with a technical support person with a text box that they had to close — which led to guidance without a microphone or phone call (just the movement of a mouse to indicate where I should type, etc) — which was VERY confusing. They directly me to "intuitively" follow their directions to download software so that they could remote access my computer. Eventually they the had me create a new user profile, which was extremely awkward.
After about 30 mins, I had to reboot the computer under the new user account and then the software didn’t like my external monitor/keyboard/mouse (even though the laptop was closed and I only had one screen), so I switched to my laptop.
The problem was that my laptop used electricity from the monitor to charge, so I had to get my power cord in the other room. Note: I had not started the test yet. However, when plugged the power cord in the session abruptly ended.
I tried to relaunch via the CLARB website but it said I was past the 30 min window. It was past 5 pm on Friday. PSI was closed. CLARB was closed.
It was an extremely stressful situation. Had I known I would have taken the exam in person at a testing center — but it sounds like THAT had bugs too.
I was able to connect with CLARB on Monday and am waiting for direction.
I'm frustrated because I feel like I did everything correctly — studied and felt prepared, tested my system, showed up early — but that PSI failed me.
I passed sections 2 and 3 prior to the pandemic taking the tests at a Pearson testing center, which was a very positive experience. This was a nightmare.
Someone recommended notifying my state board about the issue. Waiting to see how this unfolds. Maybe this is something others should consider as well?
