01-11-2017, 12:46 AM
Update:
So a rep at Study.com got back to me. They admitted they made a mistake, and apparently they approved my ACE request before reviewing my proctored video. According to the rep, there were issues with my webcam that I was not aware of, which is why they revoked my credits and reset my exams to Retake "at no additional cost to me."
However, that was over a week ago I had gotten the "Retake" status update and I was never notified about there being an issue with my proctored exam, no e-mail, nothing to explain the status on my dashboard which I argued. Also, I got through the ID-ing and area scan with the Proctor software just fine, and I had no indication at all that there was an issue with my webcam (which apparently was facing the wrong direction suddenly?) I've used ProctorU for many, many courses through Saylor and never had an issue. The problem with Study.com's software is (at least for me), it doesn't give you any indication or give you a webcam view so you can ensure it's working. I brought this up to them.
On Study.com's part for this issue, they were very accommodating. The rep spoke with her supervisor regarding my situation - and the lack of communication throughout it beforehand - and she had said that given my situation was indeed bizarre they changed my exams to 'Pass" and granted me back my ACE approval credits for the 3 courses. Super relieved, and super lucky. I'm very happy they were willing to grant them back to me.
Given it happened for all 3, I'm worried going into my next exams with this webcam issue. It's connected to my laptop but again, never had this issue with ProctorU. Guess I'll have to contact the support team next time I open the program to make sure about it.
So a rep at Study.com got back to me. They admitted they made a mistake, and apparently they approved my ACE request before reviewing my proctored video. According to the rep, there were issues with my webcam that I was not aware of, which is why they revoked my credits and reset my exams to Retake "at no additional cost to me."
However, that was over a week ago I had gotten the "Retake" status update and I was never notified about there being an issue with my proctored exam, no e-mail, nothing to explain the status on my dashboard which I argued. Also, I got through the ID-ing and area scan with the Proctor software just fine, and I had no indication at all that there was an issue with my webcam (which apparently was facing the wrong direction suddenly?) I've used ProctorU for many, many courses through Saylor and never had an issue. The problem with Study.com's software is (at least for me), it doesn't give you any indication or give you a webcam view so you can ensure it's working. I brought this up to them.
On Study.com's part for this issue, they were very accommodating. The rep spoke with her supervisor regarding my situation - and the lack of communication throughout it beforehand - and she had said that given my situation was indeed bizarre they changed my exams to 'Pass" and granted me back my ACE approval credits for the 3 courses. Super relieved, and super lucky. I'm very happy they were willing to grant them back to me.
Given it happened for all 3, I'm worried going into my next exams with this webcam issue. It's connected to my laptop but again, never had this issue with ProctorU. Guess I'll have to contact the support team next time I open the program to make sure about it.
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