CertMaster Lab stuck in a "Running" state, what to do?

My CEUs are due tonight by 1:59 AM EST. I have completed 99% of the Certmaster Learn and labs to gain my last needed 25 CEUs. However, one lab is stuck in a "Running" state and will not award my last 30 knowledge points to get the completed certificate needed. Anyone have any advice? Other than, "Well, you had 3 years to complete this..." LOL
 

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Rick Butler

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    @Rick Butler @Stephen Schneiter
    Any thoughts here gentlemen? (On the tech side, not the ‘don’t wait until the last minute to do your homework side’. Haha. Jagger is a great instructor with an awesome last name: Coffey.
    Delicious coffee.
    Let me add @Jwehrle (Jordan) and @Tristan | CompTIA into the conversation. Maybe they can answer or connect you with someone who can get you sorted - although it may not be a lot of time for them to react.

    Maybe the simple stuff - clear your cache, use Edge instead of Chrome, etc, and see if it triggers things?

    /r
     
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    Jwehrle

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    Nov 12, 2019
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    My CEUs are due tonight by 1:59 AM EST. I have completed 99% of the Certmaster Learn and labs to gain my last needed 25 CEUs. However, one lab is stuck in a "Running" state and will not award my last 30 knowledge points to get the completed certificate needed. Anyone have any advice? Other than, "Well, you had 3 years to complete this..." LOL
    Hi Jagger, I am looking into this and will advise back
     
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    Let me add @Jwehrle (Jordan) and @Tristan | CompTIA into the conversation. Maybe they can answer or connect you with someone who can get you sorted - although it may not be a lot of time for them to react.

    Maybe the simple stuff - clear your cache, use Edge instead of Chrome, etc, and see if it triggers things?

    /r
    Thank you for those suggestions! I had already done the clearing of cache, changed computers, changed browsers, etc... The Support ticket with CompTIA and Skillable has been updated to a known issue with the lab running and not awarding knowledge points. However, my main issue is the fact I completed all my CEUs prior to the deadline, but a technical glitch has prevented me from submitting them on time. I activated the 90-day grace period, but once this issue is resolved, my "Completion Certificate" will have a date on it outside the 3-year period. I hope CompTIA will receive the Completion Certificate at the later date knowing that a true glitch caused the deadline to pass without reporting fulfillment.
     
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    Rick Butler

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    Gotcha. Well, I'm pretty sure Jordan can get you over to where you need to be to resolve this one. Hopefully it doesn't ding you and you're able to get your renewal squared away.

    Are you part of the Partner program? If so, you might try to reach out to your BDM and see if that person can assist with the CEU part of it.

    I'm kinda grasping at straws, but CompTIA is pretty good about getting you to the people you need to talk to, regardless of who gets the initial request. They were for me.

    /r
     
    Gotcha. Well, I'm pretty sure Jordan can get you over to where you need to be to resolve this one. Hopefully it doesn't ding you and you're able to get your renewal squared away.

    Are you part of the Partner program? If so, you might try to reach out to your BDM and see if that person can assist with the CEU part of it.

    I'm kinda grasping at straws, but CompTIA is pretty good about getting you to the people you need to talk to, regardless of who gets the initial request. They were for me.

    /r
    Thanks again @Rick Butler ! Yes, I am part of the Partners Program and will contact them also. Very thankful to you, @Jeremiah Minner , and @Jwehrle for taking the time to look into this for me.
     

    Jwehrle

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    Nov 12, 2019
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    My CEUs are due tonight by 1:59 AM EST. I have completed 99% of the Certmaster Learn and labs to gain my last needed 25 CEUs. However, one lab is stuck in a "Running" state and will not award my last 30 knowledge points to get the completed certificate needed. Anyone have any advice? Other than, "Well, you had 3 years to complete this..." LOL
    Jagger, FYI this is part of a larger issue, I believe our technical team has copied you on a ticket, please keep an eye on there for updates and I will try to update here as well
     
    Jagger, FYI this is part of a larger issue, I believe our technical team has copied you on a ticket, please keep an eye on there for updates and I will try to update here as well
    Thank you! Yes, Skillable support seems to have done their part in finding the issue and ensuring validity. The problem now seems to be with the CertMaster Learn/Labs connector and finding a way of flipping the switch manually to force the lab to award the points. Again, many thanks!
     
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    Jwehrle

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    Thank you! Yes, Skillable support seems to have done their part in finding the issue and ensuring validity. The problem now seems to be with the CertMaster Learn/Labs connector and finding a way of flipping the switch manually to force the lab to award the points. Again, many thanks!
    Great to hear! I saw the ticket was completed so congratulations on your 100% completion!
     
    Mission Accomplished! Thank you all for the role you played in bringing my dilemma to an end. I now have a completed CySA+ Certificate of Completion. Submitting it today. Many thanks again to @Jeremiah Minner @Rick Butler and @Jwehrle for your assistance!
     

    Michael Schmitz

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    Aug 9, 2021
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    Mission Accomplished! Thank you all for the role you played in bringing my dilemma to an end. I now have a completed CySA+ Certificate of Completion. Submitting it today. Many thanks again to @Jeremiah Minner @Rick Butler and @Jwehrle for your assistance!
    Congrats.
    Lesson learned-> Not to wait till the last possible day to renew?
    For the Labs: Normally the Hosting Provider offers Support 24/7. That should be the First Contact. Even on a Weekend if that happens then..

    Michael
     
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    Jwehrle

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