Handling IDs DIA does not recognize

Admissions Manager might inform you that the DIA device does not recognize an ID for one of the following reasons:

The ID was not properly placed on the document window.
The ID moved during the scanning process.
The ID was not found in the DIA device's database.

Follow these steps when a candidate's ID is not recognized:

Remove the primary ID from the document window, and click Done to exit the DIA window in Admissions Manager.
Click Capture on the "Complete DIA" step.
Rescan the candidate's ID by carefully following the steps in the DIA window.

Ensure the ID is properly positioned on the document window. Rescanning the candidate's ID helps determine if the ID was not recognized because it was placed on the DIA device incorrectly.

Review the ID's authentication result.

If it receives the same authentication result (ID not recognized), remove it from the document window and continue to step 5.

Click Done to complete the DIA process without a pass or fail result.
Check the exam sponsor's client reference for any special DIA policies.

If there are no special policies, follow the exam sponsor's usual policies and allow the candidate to test.

Continue the admissions process, and create a case, selecting these options:

Admissions/Check-in

Problem with candidate ID

Primary ID not recognized by DIA device

Provide the following information about the candidate's ID in the case Description field:

Origin of ID (for example, California, United States of America, or European Union)
Type of ID (for example, a driver's license or passport)
Explanation that the DIA device did not recognize the primary ID