--- title: What happens when a User is not recognized? description: For an OPTOVERA iris-recognition failure, verify the username and user list, then repeat with eyes fully open and looking straight ahead. --- [Skip to content](https://knowledge.sobereye.com/en/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario#main-content) - [English](https://knowledge.sobereye.com/en/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) English Show submenu for translations ![](https://knowledge.sobereye.com/hs-fs/hubfs/00%20MKT%20material/Logo_blu_optovera.png?width=904&height=186&name=Logo_blu_optovera.png) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - - [English](https://knowledge.sobereye.com/en/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-running-a-test-q11-que-sucede-cuando-no-se-reconoce-a-un-usuario) English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Optovera Knowledge base (en)](https://knowledge.sobereye.com/en?hsLang=en) 2. [Running a Test](https://knowledge.sobereye.com/en/running-a-test?hsLang=en) # What happens when a User is not recognized? ## For iris-recognition issues, check enrollment, the user list, and test technique. This situation applies only to Users who chose iris recognition. A User who chose PIN is associated with their record by PIN verification, so the Device does not perform iris recognition for that User. See Question 13 for PIN issues. If the User’s username does not appear on the Device, first verify that the User is enrolled and available on the Device. Open the Device menu and check USERS LIST. If the User does not appear in USERS LIST, the Device may not have the current user list or the User may not have been enrolled correctly. In that case, synchronize the Device by using UPDATE USERS LIST, confirm connectivity if needed, and verify the User again in USERS LIST. If iris recognition fails, the Device displays this message: RECOGNITION FAILED: You may not have kept your eyes fully open and looking straight ahead or you selected an incorrect Username. Measurement not registered. You need to retake the test. The measurement is not registered and the User must repeat the test. Check that the User selected their own username, then repeat the test using the correct technique. The earlier manual-association step based on baseline progress no longer applies. Before repeating the test, confirm that the User is calm and comfortable, the Device is positioned correctly, the eyes are fully open during the video capture, the gaze is straight ahead, and the User does not blink or move the eyes from side to side. 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