Top 3 Issues That May Derail Your Exam (and How to Fix Them)
OneStream’s certification exams are a hybrid format, delivered live, and remotely proctored. This means that a portion of the exam is traditional multiple-choice items, and a portion is delivered in a lab environment. With so many things that COULD go wrong with that model, most don’t. Most exams are delivered quite successfully, however there are several issues that interfere with the test-taker experience.
The most common issues resulting in exam stoppage and a need to reschedule are caused by user error. These avoidable errors will cost you an exam retake fee and valuable time.
Learn how to avoid and troubleshoot these issues prior to your exam appointment so that you can have a smooth testing experience.
Here are the three most common issues candidates report, and the exact steps to resolve each one.
1. My Login Credentials Are Not Working
What it looks like: You're prompted to log in — either to the lab's Windows environment or to the OneStream application itself — and your username or password is rejected.
How to fix it:
First, figure out which system is actually asking for credentials — the Windows lab login and the OneStream application login are two separate systems with two separate sets of credentials.
- Windows login: These credentials are provided on the Performance-Based Tasks Help page at the start of your exam instructions. Note them before moving past that page — once you advance, you can't go back to view them again.
- OneStream application login: Credentials are provided within the instructions for each individual exam task.
If you've confirmed you're using the right credentials for the right system and it's still not working, that's a clear signal to engage the proctor. Your exam may need to be stopped, and you may need to open a case with Credentialing in the ServiceNow Support Portal.
2. Black Screen with “Access Denied” or "Please Wait While Connecting" message
Black Screen with “Access Denied” message
What it looks like: You launch your exam and instead of the lab environment, you see an "Access Denied" message, or the lab window is simply black.
How to fix it:
- Make sure any VPN software is fully disabled or disconnected — VPNs are a common cause of this error.
- It is best to use a personal computer rather than a work computer for testing.
- If you must use a work computer, your IT department can add settings to allow your exam to function properly, but it may take a few days. You may ask your IT department to follow the instructions in this guide to avoid any VPN issues.
- Check that third-party cookies are enabled in your browser.
- Clear your browser's cookies and cache.
- Reload the exam page and try again.
If these steps do not resolve the issue, you will need to engage the proctor. Your exam may need to be stopped and you may need to open a case with Credentialing in the ServiceNow Support Portal.
Black Screen with "Please Wait While Connecting" message
What it looks like: The lab window goes black and displays a "Please wait while connecting" message that never resolves.
How to fix it:
- Look for the Computer icon in the upper-left corner of the lab window.
- Click it to open the drop-down menu.
- Select Reconnect.
- Give the connection attempt time to complete.
If the lab still won't reconnect, refresh the entire browser page (not just the lab window) using your browser's refresh button, and let it fully reload.
If these steps do not resolve the issue, you will need to engage the proctor. Your exam may need to be stopped and you may need to open a case with Credentialing in the ServiceNow Support Portal.
3. The Exam Instructions Have Disappeared
- It is most likely that you have clicked the Split windows icon and have hidden the instructions.
- Click the same icon to rejoin the windows.
- Closing the Instructions window should also rejoin the windows.
If you somehow lose the instructions completely, you will need to refresh the page.
Take a look at how this will appear.
When to Escalate
If you are having issues that you are unable to resolve, or cannot remember the resolution for, engage the proctor. They are likely to be able to assist with troubleshooting that will allow you to continue your exam.
Escalate the issue to OneStream Credentialing Support by opening a case with in the ServiceNow Support Portal if the troubleshooting steps above don't resolve the problem.
Final Thoughts
Most exam-day issues can be traced back to avoidable user errors. Simply knowing the fixes ahead of time for these common issues can save you from losing exam time or needing to pay for an exam retake.
We want to help you have a positive, successful exam experience!