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Problems experienced with CITB tests

Our system has remained healthy and stable throughout the weekend. The registration and scheduling system is fully operational.


We know that many of you are the face of Pearson VUE to test takers, and we understand your frustration in not being able to help them with scheduling last week. We’re happy to report that over the weekend, our customer service and test center help desk teams made significant progress on resolving candidate issues. Yesterday, we were able to schedule twice the number of candidates we would on a normal Saturday. Throughout the week, we will have additional call center staff on the phones as well.


We have identified a number of sites that need to download a new site license file (host.crd file), so if you are unable to launch your Pearson VUE VTS applications, please do that as soon as possible. You may contact VSS if you need assistance with this process.


In preparation for what we imagine to be a busier than normal Monday, our engineers will continue to monitor system performance around the clock. We are definitely encouraged by the progress we have made over the weekend, but remain guarded until Monday when our system will experience peak load levels.


We will continue to keep you informed of any developments and will let you know mid-day tomorrow how the system is performing. We know that you likely have many questions about the past week’s challenges, and we appreciate your patience in letting us focus on resolving the situation first.


While we continue to prioritize system performance and candidate activities above all else, we have begun work on documentation to describe the situation and resolution. These system performance issues are unprecedented in our more than 16-year history as a testing business, and we will be doing everything we can to prevent a future recurrence.


Thank you for your continued support.


Pearson VUE



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