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.

[Eid Medhat]

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.

[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