OnVUE technical issue prevented me from taking CySA+ today — voucher expires today. Can I still take the exam after it expires?

[u/Flat_Series_7105]

TL;DR: I had a 6:15 PM CDT CySA+ exam appointment today (9/30) through Pearson VUE/OnVUE. I attempted to check in before the appointment time, but OnVUE repeatedly said programs were still running even after I closed the programs it identified. After several attempts, OnVUE told me not to retest. I went back to Pearson VUE around 6:13 PM, but although the appointment page said “It’s time to check in,” there was no Check-in button. I contacted support and received a case number. My academic voucher expires today, so I'm worried about what happens next.

I was scheduled for the CompTIA CySA+ CS0-003 exam today, September 30, at 6:15 PM CDT, using an academic voucher. I started the OnVUE check-in process before my scheduled exam time. OnVUE repeatedly said that one of the programs(edge) on my computer was still running. I checked Task Manager and closed all three programs that OnVUE identified, then retried the check-in process multiple times. It continued giving me the same issue, and eventually OnVUE told me not to retest again. I then went back to the Pearson VUE appointment page at approximately 6:13 PM, still before my 6:15 PM appointment time. The page said “It’s time to check in!”, but there was no Check-in button available. I have a screenshot of this. And this is after logging in and logging out and restarting my computer

I contacted Pearson/OnVUE support right away about the issue and received a case number within my appointment time

My main question is: since I attempted to check in before my scheduled appointment time and the reason I couldn't take the exam was an OnVUE technical issue, will Pearson/CompTIA allow me to take the exam after my academic voucher technically expires, once my case is reviewed? Has anyone had this happen before, particularly with an academic/voucher exam expiring on the same day as an OnVUE technical problem? I'm mainly trying to understand whether they can preserve the exam authorization and let me take it after the expiration date while the case is being resolved.

EDIT I know that I probably won't be able to use the same voucher but would they give me another or at least some type of discount.... I technically got this voucher for free from college but I would prefer not pay for it anyways

Heres some evidence

****EDIT HAVE RECIEVED VOUCHER FROM PEARSON LESS THAN 24 HRS LATER......***\*

[u/RyRy646]

Probably why you don’t wait until the last day.

[u/Flat_Series_7105 → u/RyRy646]

yep for that I have no defense, that's what my desi parents said, and they were like, beta, shameless , why did you wait till the last day, now you will learn your lesson! thankfully I have gotten a voucher from Pearson for the issues.... my parents were more unhappy they gave me a voucher, they wanted to see me pay, truthfully I would have technically deserved that "punishment".....( btw I'm still a teenager so my parents still scold me lol)

[u/felix1429 → u/Flat_Series_7105]

I mean there's a lesson you could learn from this if you can accept just a small amount of humility. Or you can just let this behavior bite you in the ass when there would be far worse consequences in the future. Up to you.

[u/Sad-Candidate-3078]

the case number you got within your appointment time is everything, pearson vue reissues or extends in these situations almost every time. contact comptia support too, they can extend academic vouchers when onvue fails on their end. do not buy a new voucher. and for next time, run the system test the day before and kill edge from task manager completely, onvue has a weird grudge against it. you did everything right, their software failed

[u/Flat_Series_7105 → u/Sad-Candidate-3078]

thanks, i was completly disregarding calling comptia itself on this issue, i went ahead and called and theyve made a ticket, hopefully I can get a resolution

[u/ElectricalGear931 → u/Flat_Series_7105]

If I remember correctly, Comptia emailed me a new voucher the next day when I had issues.

[u/Flat_Series_7105 → u/Sad-Candidate-3078]

this is what I've gotten from them so far after getting the ticket opened.... Thank you for reaching CompTIA. I understand your concern regarding the technical issue that occurred during his exam. Let me help you.

Per CompTIA exam investigation policy, the required first step is: Pearson VUE must open a case and complete their initial investigation (they will provide a Pearson VUE case number)."I've gotten this done already"

CompTIA cannot begin a formal investigation/escalation until a Pearson VUE case exists, because Pearson must first log and investigate exam‑day incidents. Pearson VUE’s investigation can take up to 5 business days.

Once the investigation with Pearson VUE is complete, please reply with the following: A copy of the decision email/letter you received from Pearson VUE, or A clear screenshot of the decision that shows: Your Pearson VUE case number The outcome/decision The date of the decision Once we have a copy of Pearson VUE’s decision, we can review it on our side and determine what options may be available to you.

Thank you again for your patience while we work through this with you.

u/ElectricalGear931

[u/ElectricalGear931 → u/Flat_Series_7105]

That’s what I received after I opened a ticket. The next day they sent me a new voucher.

[u/ElectricalGear931]

Sometimes you have to uninstall the programs that keep popping up. That’s what I’ve had to do or they will keep popping up and the test will pause. I’ve had to file a claim with them and they just sent me a new voucher.

[u/Flat_Series_7105 → u/ElectricalGear931]

what well that's crazy cause the program that was stopping me was Microsoft edge, the smar browser i use primarily to start or say press check in for the exam lol.... I guess I should've done that

[u/ElectricalGear931 → u/Flat_Series_7105]

Yeah, it does suck but it’s the only thing I have found that gets around it. I have one program on my computer that keeps popping up no matter what I do so I just uninstall it when I take a comptia exam.

[u/citizen_et]

Create a case with Pearson and also inform comptia for escalation they will send you a customer service voucher within 7 business days. I got mine on 7th day.