ACCA - Pearson VUE Application Technical Support

Contact name*

First nameLast name
Contact email*
example@example.com
Contact phone number*

Country CodeArea CodePhone Number
Additional email to include on ticket response*
example@example.com
Getronics Incident Reference*
Does this apply to:*
What is the severity of this ticket?*
Which service(s) does this support request apply to?*

Scheduling issues / ApplicationsNavigator/Remote Desktop/Multi-factor authenticationExam deliverySSO (Web services)RTI (Web services)RTEN (Web services)CTT environment issues / availability
Scheduling issues / Applications
Select your issue *
Navigator
Select your issue*
Exam Delivery
Select your issue*
Real Time Imports (RTI)
Please consider the following before escalating RTI connectivity issues.
- Confirm that your "ws" certificate is valid; if expired, please include this information in your support request
- Confirm that you are using the correct certificate and credentials for the environment
- If you've checked the above and still experience connectivity issues, please attempt to connect via SOAP UI with your "ws" certificate and credentials; if this is successful, please review your system setup. If your system uses a proxy, be sure to include that in the SOAP UI test
- Common gotchas:
  - If the certificate is a replacement, make sure to clear out old certificates with the same common name. Depending on the system, it might pick up the old certificates
  - Make sure that the certificate is being replaced in the correct location (ex: Local Machine vs. profile certificate stores in Windows)
External IP address
Date and time of RTI request
Description of the issue/request*
RTI request
Please include the SOAP Header an remove the password
Response from RTI request provided by Pearson
Real Time Event Notification (RTEN)
Please provide a complete description of your RTEN issue. Details would include what steps were taken that presented the error. What environment were you working in (CTT or Production), the date and time of the issue, the name and ID of the candidate or candidates affected?
RTEN issues

No notifications receivedNotification in error statusIndividual notification not received
RTEN subscription(s)
Candidate name
Candidate ID
Registration ID, if applicable
Date and time of event
Description of the issue/request*
Single Sign On
Please include the details at which point in the process where the SSO failed, if possible a screen shot of the error, candidate name, and candidate ID, and the SSO payload in the provided spaces below. IP address, date and time of request. Also include which environment were you working in (CTT or Production).
Candidate name
Candidate ID
External IP Address
Date and Time of the SSO request
Description of the issue/request*
SSO payload
What was the start time of the issue? Or when did it last work? *
Is this widespread across multiple exams and test centres?*

YesNo
What can or cannot be achieved because of the issue?
Please provide as much detail as possible, using examples of candidate IDs / site IDs / exam series code(s) where applicable.
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Should be Empty:

Scheduling issues / Applications

Navigator

Exam Delivery

Real Time Imports (RTI)

Real Time Event Notification (RTEN)

Single Sign On