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If OnVUE will not launch or keeps crashing, work through the steps below in order. They are sequenced by how often they resolve the problem and how quickly you can try them, which matters when your appointment is minutes away. Most failures come down to four causes: a stale download, a second display still connected, other software holding the camera or screen, or security software blocking the application.
Before anything else, note the time. If your check-in window is closing, contact Pearson VUE support by phone in parallel rather than troubleshooting until the appointment is gone.
The application is tied to your appointment, and reusing an older copy is one of the most common failures.
Delete any existing OnVUE download and any previously installed copy, then download it again from the launch link in your Pearson VUE account. Do not run it from a browser's downloads list if you have any doubt about which file it is; delete and re-download.
A proper restart, not sleep and wake. This clears display configurations that persist, releases a camera held by a crashed process, and stops background software that closing windows did not end.
If you have not restarted since your last set of operating system updates, this step alone resolves a surprising share of cases.
Physically unplug every monitor except the one you are testing on. Turning a screen off is not enough because the operating system still reports it.
Undock a laptop completely. Disconnect a television on HDMI. Turn off any feature that uses a tablet as a second screen. Then check your display settings and confirm only one display appears.
Quit every other application, then confirm the processes have actually ended rather than trusting that closing a window was sufficient.
The ones that matter most:
On Windows use Task Manager and check the hidden system tray icons. On macOS check the menu bar and quit explicitly.
Disconnect it and confirm it will not reconnect automatically. If you are on a corporate machine where the VPN restarts itself, that machine is unlikely to work at all, and you should move to Step 9.
Turn off real-time protection, install and launch OnVUE, then re-enable protection after the exam. Check the quarantine list too, since the application may already have been removed silently.
On a corporate device with endpoint protection you cannot disable, this is where the process usually stops. That is not a fixable situation on the day.
On macOS, grant camera and microphone access explicitly in privacy settings, and note that permissions are per-user-account. On Windows, check the camera and microphone privacy settings allow desktop applications.
If another application is holding the camera, the permission may be fine while the device is simply unavailable. Step 2 and Step 4 usually resolve that.
On Windows, run the installer and the application as administrator. Installation without sufficient rights fails in ways that look like crashes.
Also confirm you are on a supported operating system version. Supported macOS releases move forward each year, so a Mac that worked for a previous exam may no longer qualify. Do not start a major operating system upgrade on exam day; that is a reason to reschedule, not a fix.
If you are still stuck, stop trying variations of the same thing:
Installer will not run or is removed immediately: antivirus. See Step 6.
Black screen after launch: a graphics or display configuration problem. Restart with one display connected, and update graphics drivers if you have time before the appointment, not during it.
Stuck on a loading or connecting screen: network or firewall. Try a different network.
Reports another application running when you believe everything is closed: a background process. Check Task Manager or Activity Monitor rather than the visible windows.
Crashes partway through check-in: often memory pressure on a 4 GB machine with other software loaded. Restart and close everything.
Camera not detected: another application is holding it, or permission is missing.
If you have worked through these and it still fails, and your appointment is imminent, phone Pearson VUE support. Have your appointment details ready and take a screenshot of the error and the current time first.
Support can often see your appointment and either assist or document that you attempted to start on time, which matters for a fee waiver. That documentation is worth more than another twenty minutes of troubleshooting.
Nearly every failure here is discoverable in advance. Run the system check at least a day ahead, on the same machine, network, and room. Install and launch the application once ahead of time. Disable startup programs the night before. And if the machine is a work laptop, test it a week ahead when there is still time to involve IT or change plan.
OnVUE behaviour and requirements change with each release. Confirm current requirements against Pearson VUE's official documentation, and contact their support if a problem persists close to your appointment.
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