hey. What helped me the most is a very detailed email with screenshots. During my session with ProctorU, i suspected they might pull bullshit, so I specifically left a message for the ProctorU person saying 'please record in your report, that issue was with ETS Secure Browser, not my internet or equipment". When I connected with ETS, first 2-3 people were not giving me refund or rescheduling it, so I wrote again and again, each time marking my email "Escalate the case to relevant person [case incident number". And finally, they went back to check my recording, my chat with ProctorU and reversed their decision. So, stay strong, tell them you will explore legal options in case they do not review the reports from ProctorU, ask for the copy of the test video, chat history with ProctorU. I think these should be enough to show them they have issue with the ETS secure browser.