Failed enrollment during admissions

This entire section, including sub-sections, is applicable only at PVTC Selects and PVTCs equipped with a palm vein device. The palm vein device is not required at all PVTCs, but it is required at all PVTC Selects. For more information about the differences between a PVTC and PVTC Select, see About the test center network. Pearson VUE notifies test centers if they must have the equipment installed.

A palm vein enrollment failure occurs when there is an error enrolling a candidate for the first time in the Palm Vein Scan: Enrollment window during the admission process.

Follow these steps when a palm vein enrollment fails:

Reattempt the palm vein admission step to enroll the candidate.

If Admissions Manager is able to capture the candidate's palm vein pattern, continue with the admission process. If not, continue with step 2.

Collect backup palm vein patterns.

For more information, see Backup palm vein process.

Recheck the candidate's primary ID and compare it with the photo and signature in Admissions Manager.

If they all match, admit the candidate and create a case, selecting these options:

Admissions/Check-in

Backup admissions data

Attach the backup palm vein patterns to the case, and include the following details in the case:

Explain that you have verified the candidate's ID.
Explain that the failed enrollment occurred during admissions.
Explain what occurred on the screen and prevented you from collecting the palm vein patterns through the Palm Vein Scan: Enrollment window.

If the candidate does not appear to be the same person, complete all remaining admission steps to collect admissions data, but do not allow candidate to test and do not revoke the admission. Also, complete the following process:

Create a copy of the candidate's primary ID.
Create a case, selecting these options:

Exam delivery

Candidate error or misconduct

Attach the copy of the candidate's ID to the case if possible.
Contact VSS and ask them to retrieve the collected admissions data for the candidate and attach it to the case.