Exams can be stressful enough, so if a technical issue arises while using the Prometric PRIME online test system, we want to make it as easy as possible for the Proctor or candidate to troubleshoot the issue, and seek assistance if necessary.
If a test candidate is having technical difficulties with PRIME, please do the following:
Confirm that the issues are not local network or bandwidth issues.
Confirm that you are using the test engine navigation buttons (Previous and Next) rather than browser navigation buttons (Forward and Back arrows).
Attempt to reload the page by clicking the browser Refresh button.
Log out, then back into PRIME, clicking the Resume Test link in the Candidate / Delivery menu.
If the candidate continues to have problems, please contact Prometric directly (see Prometric Contacts tab). When contacting Prometric, please be sure to include:
The error message
Browser name and version number
Date, time of day, country
Candidate name, exam name, and a description of the problem.
If a candidate experiences technical difficulties with the PRIME website, they should contact Prometric at one of the following addresses:
Please note that Apple and Prometric do not offer phone support for online exams. Apple offers email support with a two-business-day turnaround. This means that if you take the exam less than two business days before the deadline and encounter problems, of any sort, including internet service provider (ISP) issues, bandwidth issues, log-in or code issues, you will not be eligible to retake the exam online.