Editing Herzing Issues: Proctoring and Testing (section)

=== HU-163d: Contradictory explanations and vendor-institution ping-pong: the vendor said the testing window and any extension are institution-controlled while Herzing faculty said they cannot set up an exam and directed the student to the appeals process, leaving the issue unresolved ===
{| class="wikitable" style="width:100%"
! style="width:14em" | Severity
| High
! style="width:14em" | Status
| CONFIRMED
|-
! Issue type
| Vendor-Institution Accountability Gap / Contradictory Explanations
! Date added
| 2026-06-06
|-
! Owner
| colspan="3" | ProctorU Inc. d/b/a Meazure Learning / Dr. Stacey Gombar / Dr. Raywattie Prashad / Herzing Academic Affairs
|}
'''Finding.''' ProctorU repeatedly directed the student to Herzing to obtain a testing-window extension, stating the exam windows are set by the institution and that ProctorU has no control. Herzing faculty (Dr. Stacey Gombar, relaying the course lead and program lead) stated that Herzing faculty do not have access to set up an additional exam and directed the student to the appeals process. The two positions leave the student bounced between the vendor and the institution with neither resolving the in-window scheduling problem. The vendor also gave shifting rationales (window closed, then marked no-show) and an inconsistent restriction window (24 hours in chat, 72 hours in email).

'''Evidence.''' ProctorU/Meazure emails (Areeba Tariq, Ujjwal Ray, and others) directing the student to Herzing for a window extension and stating the windows are institution-controlled; ProctorU live chat stating the exam windows are set by the exam instructor and ProctorU has no controls; Dr. Stacey Gombar emails stating she does not know the resolution and later that Herzing faculty cannot set up an additional exam and the student must use the appeals process.

'''Reported statement.'''
<blockquote>[ProctorU:] the exam windows are set by the exam instructor we do not have any controls over it. [Dr. Gombar:] Unfortunately, Herzing faculty does not have access to set up an additional exam, so you must follow this process.</blockquote>

'''Standards.''' 34 C.F.R. 668.14 (the institution is responsible for its testing vendor and for a functional process); HLC Criterion 2.A (integrity, including clear and fair processes). When a vendor and the institution each point to the other, an accommodated student is left with no responsible party to resolve a time-sensitive failure. Lead: {{HU|HU-163}}.

'''Impact.''' The accountability gap left the student without a resolution path during the window, and the contradictory explanations made it impossible to know what actually prevented the reschedule.

'''Notes.''' Sub-issue of {{HU|HU-163}} (lead). Documented 2026-06-06.

Student: The reporting student.

Source Group: ProctorU/Meazure support thread (ticket 8041745); Dr. Stacey Gombar emails, June 6, 2026.

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