Handling IDs that fail DIA

Admissions Manager gives a failed authentication result if the ID does not match what is in the DIA device's database. Follow these steps when a candidate's ID fails authentication:

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 confirm that it did not fail authentication because it was placed on the DIA device incorrectly.

Review the ID's authentication result.

If the ID receives the same failed authentication result, remove it from the document window and continue to step 5.

Click Done, and complete the admissions process.
Check the exam sponsor's client reference for any special DIA policies for a failed authentication.

If there are no special policies, follow the exam sponsor's usual policies and allow the candidate to test. If an exam sponsor tells you to turn a candidate away for a failed authentication, inform the candidate that there is a problem with the ID and that he or she will be unable to test. If the candidate has any questions, advise the candidate to contact the Pearson VUE Call Center for further information. Do not allow the candidate to test.

If you suspected the candidate of proxy testing after the manual ID check, instead follow the procedure in Candidates who are suspected of proxy testing.

Create a case, selecting these options:

Admissions/Check-in

Problem with candidate ID

Primary ID failed DIA

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 primary ID failed DIA
Details on whether the exam sponsor allowed the candidate to test