Editing Herzing Issues: Proctoring and Testing (section)

=== HU-167b: The reporting student was unable to begin the NSG523 exam for over one hour and fifteen minutes after logging in, made three failed ProProctor connection attempts in one hour, and the session was ultimately transferred to another technician before the exam could start ===
{| class="wikitable" style="width:100%"
! style="width:14em" | Severity
| High
! style="width:14em" | Status
| CONFIRMED
|-
! Issue type
| Exam Start Delayed Over 75 Minutes; Three Failed Connection Attempts
! Date added
| 2026-06-13
|-
! Owner
| colspan="3" | ProctorU Inc. d/b/a Meazure Learning
|}
'''Finding.''' The reporting student logged in to begin his NSG523 exam at approximately 2:25 PM CDT on Saturday June 13, 2026. Screenshots timestamped between 3:27 PM and 3:44 PM show he had been waiting for over one hour and had not yet started. He told the ProctorU agent at 3:33 PM that this was his third connection attempt in the past hour with nothing happening. The ProctorU screen displayed "Wait time is longer than expected" with an average wait of 8 minutes. The agent Gedela T. twice asked him to "allow a few minutes" (at 3:30 PM and 3:37 PM). At 3:43 PM the session was transferred to another technician. The reporting student confirmed in a follow-up email that he was ultimately able to take the exam but that it took over one hour and fifteen minutes for them to let him start.

'''Evidence.''' ProctorU chat screenshots (3:27 to 3:44 PM, Jun 13, 2026) showing three connection cycles, the "Wait time is longer than expected" screen, and the 3:43 PM session transfer; email from the reporting student and a follow-up email confirming the delay.

'''Reported statement.'''
<blockquote>I have been logged in since 2:25 trying to start my exam. I have now attempted to connect 3 times. As you can see, it has been "allow me a few minutes" for over an hour with multiple people and no proproctor. ... it took over 1 hour and 15 minutes for them to let me start.</blockquote>

'''Standards.''' 34 C.F.R. 668.14 (administrative capability and vendor oversight); 42 U.S.C. 12189 and 28 C.F.R. 36.309 (examinations must be offered in an accessible manner with necessary accommodations); Section 504 (29 U.S.C. 794). An over 75-minute pre-exam delay caused by vendor unavailability, after three failed connection attempts, is an accommodation-delivery and vendor-oversight failure. The delay consumes time and mental energy before the exam begins, which is particularly significant for a 375-minute accommodated exam. Lead: {{HU|HU-167}}.

'''Impact.''' The delay of over one hour and fifteen minutes before the exam started affected the student's testing conditions and consumed time that could have been used for the exam itself or for preparation.

'''Notes.''' Sub-issue of {{HU|HU-167}} (lead). CONFIRMED from first-party screenshots and email. The exam is NSG523 Med Surg Nursing I Exam 1 (375 minutes at 250% accommodation). Documented 2026-06-13.

Student: The reporting student.

Source Group: Seven ProctorU chat/screen screenshots (Sat Jun 13, 2026, 3:27 PM to 3:44 PM CDT); email from the reporting student to Dr. Danielle Laban, Dr. Nicole Franklin, Dr. Raywattie Prashad, David Steele, Dr. Stephanie Black, Dr. Tanetshia Brown (sent approx. 3:39 PM, Jun 13, 2026); follow-up email from the reporting student confirming exam completed after over 1 hour 15 minute delay; provided by the reporting student.

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