Before starting your exam, review the Test Taker Resources documentation for important information about the exam experience, testing requirements, and troubleshooting tips.
If you run into a technical issue while registering for or taking an Ironclad certification exam, use this guide to identify the next step.
For the fastest help with an exam-platform issue, contact Certiverse Support and use the Live Chat option on their support page. Certiverse can see your exam session and troubleshoot platform issues directly. Ironclad is not able to help troubleshoot exams once they are in progress.
For questions about your Ironclad certification record or badge, email certification@ironcladhq.com. For general program information, visit the Ironclad Certification FAQs.
Before you contact support
If it is safe to do so, collect the following information before opening a support request:
- The name and email address used for your Certiverse account
- The exam name and reservation
- The exact error message, including any code shown
- A screenshot of the issue, if possible
- Where the issue occurred: account setup, identity check, system check, exam, or submission
- Whether you had already started the exam
- What you tried before contacting support
Use only the secure process provided by Certiverse if support needs additional identity information.
Identity verification failed or is stuck on “Pending Review”
Identity verification can occasionally fail or remain pending even when the information on your ID is valid.
Try these steps:
- Follow the on-screen instructions and retry the verification when prompted.
- Use a valid, unexpired government-issued photo ID accepted by Certiverse. Review the Certiverse Test Taker Resources for current requirements.
- Take the ID photo in landscape orientation. Make sure the entire document is visible, the image is in focus, and there is no glare or shadow covering the information.
- If verification still fails or remains pending, contact Certiverse through Live Chat.
Safe Exam Browser cannot access your camera or microphone
If the Safe Exam Browser tells you to enable camera or microphone access under your computer’s Security & Privacy settings, but Safe Exam Browser (SEB) does not appear in the list of applications, restart your computer.
After restarting:
- Open the exam again from the original Certiverse link or dashboard.
- Wait for SEB to prompt you for camera and microphone access.
- Select Allow or the equivalent option for each permission requested.
- If prompted, return to the exam and complete the system check.
SEB may not appear in your system settings until the browser has been opened and has requested access. Restarting the computer and reopening SEB can trigger the permission prompt.
If SEB still does not appear or the permission prompt does not display after restarting, take a screenshot and contact Certiverse Support through Live Chat.
A red screen says that Safe Exam Browser is locked/disabled
If Safe Exam Browser (SEB) shows a red warning or says it is locked/disabled:
This error stems from the version of the safe exam browser you are using and is triggered on mac devices. Running SEB 3.6.1, flags a native macOS process as prohibited. Download this version of the browser from here: https://github.com/SafeExamBrowser/seb-mac/releases/download/3.7/SafeExamBrowser-3.7.dmg
If the problem persists, contact Certiverse through Live Chat.
Learn more about the Safe Exam Browser here.
The exam will not open, freezes, or stops responding
If the issue happens before you start the exam:
- Confirm that you are using the current Certiverse exam link from your Academy enrollment or Certiverse account.
- Restart your device if the secure browser or exam window will not open.
- Recheck camera and microphone permissions.
- Disconnect any external monitors.
- Close other applications and browser windows, then try again.
If the issue happens after the exam has started:
- Do not repeatedly refresh, close the exam, or start a new session unless Certiverse Support instructs you to do so.
- If your internet connection drops, contact Certiverse Support immediately so they can review the session record.
Best practices for a smoother exam session
- Complete the Certiverse system check before exam day whenever it is available.
- Use the same device, network, and setup that you plan to use for the exam.
- Keep your workspace quiet and private, and remove smart watches or other unnecessary devices from the testing area.
- Make sure your camera view is clear and your face and identification document are well lit during verification.
- Read the on-screen instructions before starting the exam and keep the Certiverse support link accessible.
- If something unexpected happens, document it and contact Certiverse rather than guessing or bypassing a security control.
When to contact Ironclad
Contact certification@ironcladhq.com when your issue concerns:
- An Ironclad certification record or badge
- A formal certification complaint or appeal
- A question that is not answered by the Certification FAQs or Certiverse Test Taker Resources
When the issue is related to login, identity verification, Safe Exam Browser, camera or microphone access, freezing, connectivity, submission, or score-report delivery, contact Certiverse Support first.