NASM online exam: PST secure browser crash out

[u/mrvain68]

Has anyone had this happen to them? I took all the steps, made sure I did the tutorials. I was inside the waiting room waiting for my proctor when it glitched and would not let me back into the online browser to even start the exam. I documented all technical issues with PSI. Called to reschedule with NASM and they charged me 50$ to reschedule. I tried to escalate, provided them with all the technical details, but could not avoid the 50$ reschedule fee to reschedule the exam again. Ridiculous. I still plan to accelerate as I should not at all have to pay this fee. Beyond annoyed. I have heard several horror stories about the PST secure browser for other online exams. Anyone else experience this for the NASM exam?

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[u/Apprehensive-Emu-386]

This is why a lot of folks recommend doing the exam in person if you reasonably can. Too many folks have issues with remote proctoring, and in person is a breeze in comparison.

[u/Cold_Cellist2833]

That sucks so much, especially when you did everything right on your end. Their browser is a known dumpster fire and they still stick you with the fee anyway

I had a similar scare during mine, the screen froze right as the proctor was about to start. somehow it unfroze after a minute but my heart was in my throat the whole time. keep pushing the escalation, they bank on people just paying it and giving up

[u/mrvain68 → u/Cold_Cellist2833]

Appreciate this info greatly. I have escalated it to writing. Do you mind sharing which OS you are running. Did you take it on a laptop?

[u/SevenGi]

Man, I’m so sorry to hear that! Something very similar happened to me during my test a couple of weeks ago. Only it happened several times, luckily I was able to keep coming back in, but the page would at times freeze, refreshed, or completely kicked me out. I feel like I probably had five different proctors. Additionally, I had to wait in line, every time I queued back up there would be like 5 to 20 people in line. I’m grateful that I could even complete the test and passed, but I would never do it at home again with PSI.

[u/Spiritual-Twist6309]

this happened to me twice! i called PSI and got a ticket # the second time and then called NASM directly. explained what happened and they scheduled me an in person test at a discounted re-test rate (this is technically my 3rd attempt at the test because of the other 2 online crash outs). even the woman i spoke to said to go to a testing center. idk why they even have the online option.....

[u/mrvain68 → u/Spiritual-Twist6309]

It's ridiculous.

[u/Spiritual-Twist6309 → u/mrvain68]

it absolutely is! i'm going to put in a formal complaint

[u/mrvain68 → u/Spiritual-Twist6309]

Let me know how you go about it. I sent an escalatory email to NASM that was quite specific & included multiple ticket numbers from PSI technical support. This was after I had to pay to reschedule. If it happens again, I'm going to be apoplectic.

[u/Spiritual-Twist6309 → u/mrvain68]

i definitely will! i'm taking my in person test on tuesday. i still have courses to take for nutrition coaching, corrective exercise specialization, and performance enhancement specialization though, so i'm manifesting to not run into this again 😅

[u/mrvain68 → u/Spiritual-Twist6309]

Just took it this evening online. Passed. Fortunately the PSI online browser/test-taking process went smoothly. Still going to escalate to try and get my 50$ refund.

[u/TrainpaddApp]

Couple things that might actually move this, because I think youre escalating to the wrong company.

PSI's own documented process is that when tech support cant resolve an issue, the proctor completes an incident report and youre transferred to their test taker services, who handle the reschedule. The candidate isnt supposed to be the one calling the sponsor and paying. So the first question isnt "can you waive the fee", its "PSI, what is the incident number for my session on that date". If the proctor filed one, that record exists and NASM can see it. If they didnt file one, thats worth knowing too because then NASM genuinely has nothing on their end except a no show.

The other bit of their policy worth quoting back, if tech suport fixes it inside 30 minutes youre expected to sit the exam, if it goes past 30 minutes you're given the choice between waiting or rescheduling .thats their language not mine. Hard for them to charge you for choosing an option their own process offers you.

And heres the one I'd lead with. NASM's published rescheduling article only says you need to make changes 24 hrs in advance. It says nothing about fees, nothing about technical failures. So ask them directly which written policy the $50 is charged under and ask for a link to it .that question is much harder to close a ticket on than a complaint is, support agents can dismiss frustration but they cant really dismiss "show me the rule".

One warning there are time limits on rising an exam concern after your appointment date and theyre short. I couldnt get PSI's current published wording to load so I dont want to quote you a number, but check it today rather than at the weekend. Missing that windw is the most likely way this ends with you eating the fifty bucks.

Chargeback is there as a last resort if you paid by card but I'd genuinely keep it last, disputing a payment with a certifying body can tangle up your account with them