The purpose of the Pearson VUE IT Troubleshooting Guide is to help Test Administrators at DOC facilities troubleshoot technical issues that occur with their facility’s testing software.


Find the Solution Here

Below are a list of common (and uncommon) errors that might occur with the Pearson VUE software. Click on the error that most resmebles your problem to be taken to the solution.


GED Manager Issues

Current Solution

The GED Testing Service has stated that the GED Manager was developed for Google Chrome. Install Google Chrome and try accessing the GED Manager again. Using Google Chrome has solved every issue with the GED Manager so far. If this solution, doesn’t fix your issue specifically, please follow these instructions.


Registration Manager Issues

Current Solution

  1. Stop the VUE Application Wrapper service. (How do I do that?)
  2. Open the Command Prompt (Search for “cmd” in the Start Menu).
  3. In the Command Prompt, type “ipconfig /flushdns” and press enter.
  4. Once finished, start the VUE Application Wrapper service. Try scheduling the test again.

Current Solution

Your Pearson VUE site credentials are most likely corrupted. First, try replacing your site credentials (How do I do that?). If you have replaced your credentials and you are still receiving this error, rebuild the local database (How do I do that?).

Current Solution

The most likely cause of this error is the Pearson VUE hub going down while you are using the Registration Manager. Verify on a staff computer that there are no internal connectivity issues (How do I do that?) Once you’ve verified that there are no internal issues, close the Registration Manager and run a “Remote Maintenance Agent” (RMA) session: if you see the message “Can’t connect to hub”, then chances are the Pearson VUE hub is down.

If you’d like a definitive answer, you can call VUE Support Service at 1-866-389-3665 and ask the technician if the hub is down.

Current Solution

Ensure that “GED Testing Service” is selected in dropdown box located in the upper left corner of the Registration Manager window. Often, DOC facilities are approved to give tests other than the GED, and the GED Testing Service is not selected by default. If GED Testing Service is not selected, you will not be able to locate your student.

If you have selected “GED Testing Service” in the dropdown box and you still cannot locate your student, log back into the GED Manager to verify that you entered the student’s information correctly.

Current Solution

Sometimes the option to schedule a student for an official GED test (as opposed to an practice test) is not available in the Registration Manager. This is due to an incomplete demographics profile in the GED Manager. Log into the GED Manager and make sure that the student’s demographics are filled out completely.

If you’ve already completed the demographics section for the student and you are still having this problem, make sure that you are using Google Chrome to access the GED Manager. Once you are logged in to the GED Manager using Google Chrome, impersonate the student and access the demographics section once again. It will say you’ve already completed it, but that is okay. Simply accessing the demographics section while using Google Chrome completes the process. After this is done, try scheduling the student for an official GED test once again.


Site Manager Issues

Current Solution

The security certificate installed in your browser has either expired, is corrupted, or isn’t installed. Without this certificate, you are unable to access the Site Manager. To fix this, please e-mail your site administrator for temporary and permanent solutions.


Delivery Manager Issues

Current Solution

This usually isn’t a huge issue; often, an error will occur because the clock on the workstation (which does not sync with the internet) is different that the clock on the Administrator computer (which does sync with the internet). Generally, you can just click out of the message and the Delivery Manager will start normally. If it doesn’t, exit out of the message and the Delivery Manager and change the clock on the testing station to the current time. (How do I do that?)

Sometimes, the Delivery Manager will show a strange error that doesn’t mention anything about a clock. Click out of the error, restart the computer, and try launching the Delivery Manager again.

Current Solution

This usually isn’t a huge issue; often, an error will occur because the clock on the workstation (which does not sync with the internet) is different that the clock on the Administrator computer (which does sync with the internet). Generally, you can just click out of the message and the Delivery Manager will start normally. If it doesn’t, exit out of the message and the Delivery Manager and change the clock on the testing station to the current time. (How do I do that?)

Sometimes, the Delivery Manager will show a strange error that doesn’t mention anything about a clock. Click out of the error, restart the computer, and try launching the Delivery Manager again.

Current Solution

If the Delivery Manager freezes at any point during a testing session, be patient and tell the student to wait for a few minutes for the Delivery Manager to respond. If it stays frozen, do a hard shutdown on the computer (hold the power button until the computer powers off). Reboot the computer and launch the Delivery Manager again.

If the computer needed to be restarted during a student’s test, you can usually resume the test. If the freeze happened during a scheduled break, the test will resume normally. Otherwise, the Delivery Manager will require you to call VUE Support Service at 1-866-389-3665 to obtain a code that we need to be entered into the Delivery Manager, and then allow the student to continue the test.


Remote Maintenance Agent Issues

Current Solution

Ensure that the VUE Application Wrapper has been started (How do I do that?) . If it is started, try restarting it and running the RMA again. If the problem still persists, your site credentials are most likely corrupted, and will needed to be reinstalled (How do I do that?).

Current Solution

This issue occurs because your RMA is working correctly, but it cannot connect to the Pearson VUE servers. Follow these steps (in order):

  1. Ensure that you are connected to the correct port. If you are not connected to the specially designated GED testing port, then you cannot connect to the hub.
  2. Reboot the admin computer.
  3. Check your e-mail for any announcements from Pearson VUE stating that their servers are down.
  4. Check your e-mail for any announcements from IT stating that internet access is down (Internal e-mail typically still works even if you don’t have access to the internet).
  5. Call the VSS support line and ask if the Pearson VUE servers are down.
  6. E-mail site administrator stating that you’ve tried previous five steps and you still cannot connect to the hub.

Other Issues

Current Solution

This issue occurs because you’ve recently updated the software, and occasion this will render the shortcuts on the desktop useless. To fix this:

  1. Go to the Start Menu, then click on “All Programs”.
  2. Right-click on the “VUE Applications” folder and click “Open”.
  3. Re-copy the shortcuts onto your desktop, overwriting the old shortcuts.

Current Solution

Please email your site administrator and describe your issue. Issues that are not addressed on this document should be added and a solution provided so that other Test Administrators can avoid or solve the same issue in the future.