Overview

If you are unable to connect to your Pearson account when accessing it through The Open Group systems, the issue may be related to your profile information or a Pearson system block. This article explains common causes and how to resolve them.

1. Initial Diagnostics

When a connection issue occurs, you may see an on‑screen diagnostic message indicating which parts of your profile need attention. Review these details carefully and update your profile if prompted.

You may also be able to identify the cause by examining the end of the URL shown on the error page. Specific error codes can help determine the next steps.

2. Common Error Codes and How to Resolve Them

ERROR_CANDIDATE_NOT_FOUND

What it means

This error typically appears when you are registering for the first time and The Open Group system is unable to transfer your profile details to Pearson.

How to fix it

1. Check that your profile contains:
   • A valid phone number
   • A complete address, including country
2. Save your updates and try again.
3. If the error persists, contact The Open Group Helpdesk using the support address shown on the error screen.

ERROR_VUE_WIDE_BLOCK

What it means

Pearson has placed a block on your account. This is usually triggered automatically after multiple invalid payment attempts.

How to fix it

1. Contact Pearson Customer Service:

   http://pearsonvue.com/theopengroup/contact/

2. Verify your identity with the agent.
3. Once the block is removed, you can:
   • Proceed with booking your exam, or
   • Ask the Pearson agent to book the exam on your behalf

When to Contact Support

If you have checked your profile, reviewed the error code, and still cannot connect, contact The Open Group Helpdesk for further assistance.