Adobe Illustrator Pearson VUE exam always crashes

[Adam Furulyas]

Dear Adobe Community,

I'm facing an issue with the online ACP Illustrator exam on Pearson VUE's platform.

Apparently I've attempted to take this exam twice already and got stuck at the exact same spot.

The online exam uses the OnVUE app, which essentially connects to a VM, part 1 consists of theoretical questions, then part 2 involves Illustrator loading up on the VM with a "Certification Test" panel on the right hand side which is supposed to load up Tasks that need to be completed.

Now, when I click on Next to access the first task, Illustrator promptly crashes and a "Please Wait..." screen is displayed. (Just like at the beginning of the exam.)

As the proctors suggested, I've restarted the (latest version of) OnVUE app numerous times, rebooted my laptop 3 times, they restarted the session and I also refreshed it - to no avail. Once Illustrator has crashed, there seems to be no way to trigger its load up again in the exam.

There has been a strange event also, namely that the Creative Cloud launcher on my laptop has displayed a message that Illustrator needs to be updated/repaired, which is strange, considering the exam is taking place on a remote virtual machine which has its own instance of Illustrator installed.

Has anyone faced a similar issue during the ACP Illustrator exam?

I cannot seem to figure out what the problem could be, and whether or not it has anything to do with my own CC launcher, as I've taken 3 other ACP exams already (Photoshop, Premiere Pro, and After Effects) without any issues. The task panel in those loaded up the tasks just fine. Creative Cloud was running during those exams on my laptop as well.

[MEDHAT EID]

Based on the information you provided, it seems that you have experienced technical difficulties during your attempts to take the ACP Illustrator exam on Pearson VUE's platform. While it is unfortunate that you have encountered such issues, it may be worthwhile considering booking the exam through a Certiport-authorized testing center, either in-person or online. This can potentially provide a more secure and reliable testing experience.

You can use the link below to locate the nearest Certiport-authorized testing center in your country:

https://www.certiport.com/locator

I hope this information is helpful and wish you the best of luck in your future exam attempts.

[Adam Furulyas]

Hi Eid, thanks for your reply. Unfortunately they don't have a testing center in my country (Hungary), so I resort to take the exam online for now. By the way, the reason I'm asking here is because their customer support is virtually non-existent (at least regarding technical issues). So I'm hoping someone who stumbled upon this problem - and had it sorted out - reads this and is able to suggest a possible solution.

[Anubhav M]

Hello @Adam Furulyas,

Thanks for reaching out. I hope the problem is resolved by now. If not, kindly try contacting Certiport Support (https://certiport.pearsonvue.com/Support/Support-for-test-candidates) and check if it helps.

Looking forward to hearing from you.

Thanks,

Anubhav

[Adam Furulyas]

Hi Anubhav,

I've been issued a refund, even though I explicitly asked both Certiport's and Pearson VUE's customer support teams to provide an exam voucher and some relevant technical support instead. I genuinely believe this exam is bugged and not sure if I should undertake it the third time under the same conditions expecting a different outcome if the team refuses to check on it. I had zero issues with the other 3 Adobe exams I've taken, this exam crashed at the same point twice already. I wonder if the Creative Cloud launcher running on my laptop had anything to do with it, as an Illustrator update was triggered somehow, even though the exam runs on a VM. It seems impossible to get any technical guidance regarding this exam. It's quite infuriating to say the least.

[gabriel_8328]

What link did you use to reach out to customer support?

[Cody271740759rbj]

Hi, were you ever able to find a solution to this issue? I've tried to take the exam twice on different networks/computers na shad the same issue both times. 

[Anubhav M]

Hello @Adam Furulyas,

Sorry to hear about this experience. Would you mind trying to contact Certiport Support (https://adobe.ly/3MtZ6tH) and check if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

[Adam Furulyas]

Hi Cody,

I haven't attempted it a third time just yet, but will quite soon. I've tried it for Illustrator v26.x, since then I noticed it has been updated to v27.x. For which version did you attend to take the exam? I'd suggest to retry after uninstalling both Illustrator AND the Creative Cloud launcher from your computer (if you had those up in the first place) - even if it makes little to no sense.
If I encounter the same issue the third time, I'm gonna visit a testing center in a nearby country.  Check Certiport's eval score on TrustPilot, it really says a lot about the company, and there's no alternative out there, it's kinda ridiculous.

[Adam Furulyas]

Umm, I mean Pearson VUE's TrustPilot score.

[Christine36275397qjg0]

I've tried to take the Adobe Premiere exam and it failed to laucnh on for different times. I tested each machne before have the system check is successfull, hover the exam always failed to launched. Support doesnt have a clue what going on and no one at Pearson seems to be able to fix the issue. It''s definitely an issue on their end that they have yet to address. 

[Anubhav M]

Hello @Christine36275397qjg0,

Sorry to hear about this experience. Would you mind trying to contact Certiport Support (https://adobe.ly/3MtZ6tH) to check if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

[katherinef9735109]

I just had this issue 2 days ago with Photoshop. When the test loaded, a little grey popup appeared saying Photoshop needed to be repaired with something ab a CC update. 

I made it through the 1st half of the test but the second half wouldnt log. 

Im not sure if this is something on my end that I didnt take care of or if its something on their end. If its from my end, then I need to fix it. If its from their end, Im clean. 

If they're using a VM, then why would it matter what is on my comp? I went through their comp tests and it cleared as fine.

I've had the most issues with Photoshop in Gmetrix also. 

[Adam Furulyas]

Hi Katherine,

I was able to finish the Illustrator exam on my second attempt by completely uninstalling Adobe Creative Cloud from my computer - as weird as it may sound. For some reason there seems to be some kind of cross-communication between the VM's and your own instance of Creative Cloud, which may trigger updates that completely hang the application process. I'd suggest you to either try on a computer completely free of any Adobe software, or to uninstall CC before your next attempt. Hopefully their support team will be able to sort out a refund for you just as they did for me. Good luck!

[katherinef9735109]

Hm do you think if theyre using an older version it might trigger CC to attempt an update from my end? 

[katherinef9735109]

Thank you!
I finally went the route of scheduling an in person appointment, because
this has been stringing along since November and each reschedule is 48
hours + apart.

[katherinef9735109]

You are required to have Adobe software installed on your comp (Photoshop and Illustrator) in order to complete these Pearson tests. I just found out after having uninstalled and having both tests fail to launch the hands on portion. The proctor said we didn't but the internet, for what it's worth, says we do.  Did you only uninstall CC and not your software? Was your computer 100% free of all Adobe software when you took the test? Did you possibly have older Adobe standalone software instead of the newer cloud software? 

[Cody271740759rbj]

Hi there!

I would try to reach out directly to Pearson Vue/Adobe support if you can. I ended up getting an INCREDIBLY helpful response from someone on the team who sat in a call with me and manually proctored the entire exam while monitoring everything to make sure nothing would break.

Good luck!

[katherinef9735109]

I've called and they issued a refund asap, and for them that solved it. 

Glad you had somebody so helpful. 

[katherinef9735109]

Well as an update. 

I don't believe it's on our end. 

I have now attempted the Adobe Illustrator exam multiple times ( at least 3) and cannot make it through the test without a crash. I "passed" nonetheless and got the badge since my score was good enough without finishing the test. 

Photoshop wouldn't load either. InDesign did fine. 

1. I have run system tests. The comp is fine. I took Adobe InDesign on this comp no issue.  

2. I've uninstalled ALL Adobe software and CC just in case there could be an issue with the infamous "needs to repair CC" popup. With or without his popup, the test still crashes. 

3. The issues occur usually when the test needs to launch a new section (such as launching the beginning multiple choice or launching the hand on section). 

4. This last go around I had a pop up saying something about Illustrator...but Illustrator is not on this computer anymore.

Also interestingly...even if the test crashes you will still PASS or FAIL. I was listed as a PASS with Illustrator and given the badge despite not finishing the test, since the score was high enough. 

[KrishnarajThakor97]

Same Thing happened with me. After the the multiple choide and matching questions, it failed to open the application part. Did you wait till the end of the test time or the test just shut down automatically? I have a test this coming thursday and this you be my 4th attempt. in my last 3 attempts, the test failed to open 2nd part. So how did you get through?

[Monika Gause]

Did you already contact Pearson?

[KrishnarajThakor97]

Yes. But they failed to answer my main question, on wht the 2 part(application based question did not open. Sadly I like in Toronto, Canada, where the test center does not offer exam for only Adobe. But my main question is do I require adobe illustrator software installed before doing the test?

[katherinef9735109]

Yes, you must have Photoshop/AI/ID on your comp. They are using the software on your comp. 

So I assume then that if CC messes up during your test, there goes your test. 

When I went to the testing center, we found they could not administer the test without Adobe installed on their comp. I had to place one of my licenses on their comp, download Photoshop, and only then they were able to run the test. After the test was over I deactivated the license on their comp. It was that center's first time doing an Adobe test so everybody was learning. 

I did contact Certiport's Adobe branch directly and they do have a way around using OnVue. Here was the email. 

___________________________________

AdobeOnVUE@pearson.com

Good morning Katherine,

Unfortunately I am not able to find an in person testing center in your area that is offering Adobe. We have another solution that is online, but is not done through our OnVUE system. It utilizes Certiports Compass system instead. Would you be willing to try this alternative?

Thank you,

[katherinef9735109]

Update number 2. 2nd go around with Photoshop and it got stuck at loading the hands on section as well. 

I had a message saying Photoshop was not installed. Asked the proctor and the proctor said there is no need to have PS installed on my comp.