Editing Herzing Issues: Proctoring and Testing (section)

=== HU-195: On August 10, 2026, the reporting student was launched into an exam that Elsevier confirmed was not the exam he was scheduled to take, and screen magnification and the text reader failed again even though Herzing had represented on August 4, 2026 that the newer secure browser resolved that failure ===
{| class="wikitable" style="width:100%"
! style="width:14em" | Severity
| Critical
! style="width:14em" | Status
| CONFIRMED. Elsevier's own representative confirmed in writing that the exam launched was not the original exam
|-
! Issue type
| Wrong Examination Launched by Vendor; Recurrence of Accessibility Failure After Represented Fix; Cumulative Exam Scheduling Pressure
! Date added
| 2026-08-11
|-
! Owner
| colspan="3" | Elsevier/HESI (Thomas Kistner, Meazure Learning coordination) / Dr. Danielle Laban (Associate Vice President, Student Affairs)
|}
'''Finding.''' On August 10, 2026, the reporting student attempted a scheduled exam and reported that the system started him at question one rather than allowing him to resume, and that screen zoom and the audio text reader malfunctioned, with the reader stopping after a single word. He submitted a video recording demonstrating that the command-plus zoom shortcut did not work. Thomas Kistner, Elsevier's Customer Advocate, confirmed in writing that the exam the reporting student had been launched into was not his original scheduled exam, and separately confirmed that the reporting student's slow keys setting remained disabled, consistent with the settings verified during the August 4, 2026 troubleshooting call documented in {{HU|HU-175}}. The reporting student noted the exams may have been scheduled in reverse and stated this recurrence directly contradicts Herzing's August 4, 2026 representation, following that same troubleshooting call, that the newer secure browser had resolved the zoom and accessibility failure, with no indication a different, unfixed browser build was in use. The reporting student further stated that as a result of the accumulating disruptions he now faced four exams in the following two weeks alongside a virtual clinical make up and normal coursework, that he would not overwhelm himself by attempting multiple exams in the same week, and that he would not complete exams during the scheduled student break. In a same day follow up email, the reporting student told Dr. Laban and Kistner that if the issue was not resolved his upcoming final exams, worth a significant portion of his grade, would need to be pushed back, potentially into the following semester. Dr. Laban responded that she was working internally with the team to investigate and would follow up the next day.

'''Evidence.''' Email, the reporting student to Dr. Laban, Emilie Thompson, ADA, cc Thomas Kistner and Dr. Prashad, August 10, 2026, subject Exam, with an attached video recording (20260810_104632.mp4) demonstrating the failed zoom attempt. Email, Thomas Kistner, August 10, 2026: confirmation that the reporting student's exam session was investigated with Meazure Learning and that the exam launched was not the original exam, and confirmation that slow keys remained disabled. Email, the reporting student, same date: statement that the exams may have been scheduled in reverse and continued inability to zoom or use the text reader. Email, the reporting student to Dr. Laban, Thomas Kistner, ADA, and Emilie Thompson, subject Follow Up, August 10, 2026: statement that without a resolution his final exams would need to be pushed back and might roll into the following semester, and that he would not test during the student break. Email, Dr. Laban, same date: acknowledgment that she was investigating internally and would follow up the next day.

'''Reported statement.'''
<blockquote>Correct, the exam you launched into was not the original exam. [Thomas Kistner, Elsevier, Aug 10, 2026] ... I am still unable to zoom in or out or have the text reader work. [the reporting student, Aug 10, 2026]</blockquote>

'''Standards.''' Section 504 of the Rehabilitation Act of 1973, 29 U.S.C. Section 794, and Title III of the Americans with Disabilities Act, 42 U.S.C. Section 12181 et seq., are implicated by the recurrence of the accessibility failure. This entry is significant chiefly because it directly contradicts the resolution Herzing represented on August 4, 2026 in the correspondence underlying {{HU|HU-175}}, that the newer secure browser resolved the zoom and text reader failure. A representation that a fix has been implemented, followed by an unexplained recurrence of the identical failure under the same verified settings, undermines reliance on that representation and should be treated as an open, unresolved defect rather than a resolved one going forward. The wrong exam launch is a separate administrative/technical control failure implicating 34 C.F.R. Section 668.14 (administrative capability, including reliable vendor oversight).

'''Impact.''' The reporting student was unable to complete a scheduled exam due to a vendor error in exam assignment, and separately experienced a recurrence of the accessibility failure that Herzing had represented as fixed six days earlier. The cumulative effect, four exams in two weeks, an unresolved accessibility failure, and a stated need to push final exams into the following semester, places the reporting student's academic progression at risk for reasons entirely attributable to vendor and institutional failures rather than his own performance.

'''Notes.''' Recommend requesting a written, technical explanation from Elsevier of how a student can be launched into an exam other than the one scheduled, and whether this reflects a systemic scheduling defect beyond the reporting student's account. Recommend also requesting written confirmation of whether the new secure browser fix represented on August 4, 2026 was in fact in use during this August 10, 2026 attempt; if it was and still failed, that materially changes the reliability of Herzing's proposed remediation for {{HU|HU-175}}.

Student: The reporting student.

Source Group: Email thread, subject Exam, between the reporting student, Thomas Kistner (Elsevier/HESI Customer Advocate), Dr. Danielle Laban, Emilie Thompson, and ADA, cc Dr. Raywattie Prashad, August 10, 2026; and email thread, subject Follow Up, between the reporting student, Thomas Kistner, and Dr. Danielle Laban, August 10, 2026.

Cross-References: {{HU|HU-175}} (the accessibility failure cluster; this entry directly contradicts the August 4, 2026 resolution documented there and should be read as a continuation), {{HU|HU-187}} (cumulative examination scheduling compression), {{HU|HU-192}} (related materials access dispute in the same period), {{HU|HU-197}} (the September 2026 asthma related exam scheduling dispute that follows this same compressed schedule).