Handling DIA technical problems

Follow these steps if the DIA device is not working correctly and you cannot correct the problem on your own:

Write down the error code in any DIA error message, and perform any on-screen instructions.

If you are instructed to restart the DIA server, see Restarting the DIA server.

If there is no DIA error message or the problem is still not resolved after completing any on-screen instructions, continue to step 2.

Check the exam sponsor's client reference for any special policies on handling DIA technical problems for the candidate.

For example, the exam sponsor might allow you to admit the candidate without completing the DIA process. If the exam sponsor has a special policy, read these guidelines first. Then, continue to step 3 and complete the rest of this process as appropriate. Be sure to follow the exam sponsor's specific guidelines.

If there are no special policies, continue to step 3.

Contact VSS immediately and give any error code Admissions Manager displayed.

VSS will first try to help you correct the technical problem. If that does not work, you will be instructed to use the backup process and should continue to step 4. Confirm that VSS will create a case regarding the broken DIA device.

Confirm that you performed the manual ID check process earlier during admissions.

For more information, see Manually checking IDs and distributing the rules agreement.

Skip the "Complete DIA" admissions step, and continue admitting each candidate.

You can skip the DIA process by clicking Next without scanning the ID. When clicking Admit to complete the admission process, a message asks you to confirm that you want to finish the process without completing all the required steps. Click Yes.

Create a case for each candidate affected by the device failure, selecting these options:

Admissions/Check-in

DIA device failure

In the case Description field, explain why you needed to use the backup process.