--- title: The Device displays RECOGNITION FAILED. What should I do? 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-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo#main-content) - [English](https://knowledge.sobereye.com/en/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) 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-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-troubleshooting-q13-el-dispositivo-muestra-reconocimiento-fallido-que-debo) 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. [Troubleshooting Guide](https://knowledge.sobereye.com/en/troubleshooting-guide?hsLang=en) # The Device displays RECOGNITION FAILED. What should I do? ## For iris recognition, confirm the username and repeat with eyes open and facing forward. This applies only to Users who chose iris recognition. A User who chose PIN is associated with their record by PIN verification, and the Device does not perform iris recognition for that User. The Device displays: \> 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. 1. Confirm that the User selected their own username. 2. Confirm that the username appears in **USERS LIST**. If it does not, follow Question 8. 3. Repeat the test with the correct technique: the User is calm, the Device is positioned correctly, the eyes stay closed during the countdown, then open wide and look straight ahead without blinking or moving from side to side during the 4-second video capture, and the Device stays in place until the Scan is complete. Contact OPTOVERA support if recognition fails repeatedly even when the User follows the correct technique. Recognition problems are not a reason to steer a User toward PIN. The User may request a change of association method through the route defined by the Customer, but the decision is theirs. - [Getting Started](https://knowledge.sobereye.com/en/getting-started?hsLang=en) - [Running a Test](https://knowledge.sobereye.com/en/running-a-test?hsLang=en) - [Understanding Results](https://knowledge.sobereye.com/en/understanding-results?hsLang=en) - [Security and IT Requirements](https://knowledge.sobereye.com/en/security-and-it-requirements?hsLang=en) - [Users, Enrollment, and Baseline](https://knowledge.sobereye.com/en/users-enrollment-and-baseline?hsLang=en) - [Device, Software, and Connectivity](https://knowledge.sobereye.com/en/device-software-and-connectivity?hsLang=en) - [Platform Administration](https://knowledge.sobereye.com/en/platform-administration?hsLang=en) - [Safety, Privacy, and Compliance](https://knowledge.sobereye.com/en/safety-privacy-and-compliance?hsLang=en) - [Deployment and Operations](https://knowledge.sobereye.com/en/deployment-and-operations?hsLang=en) - [Troubleshooting Guide](https://knowledge.sobereye.com/en/troubleshooting-guide?hsLang=en) - Home - Products - Pricing - Blog - Company [![sobereye-dark](https://knowledge.sobereye.com/hs-fs/hubfs/sobereye-dark.png?width=300&height=73&name=sobereye-dark.png "sobereye-dark")](https://www.sobereye.com) SOBEREYE INC. 655 Oak Grove Ave. #863 Menlo Park, CA 94025 Tel: +1 408.718.0273 [mailto:contact@sobereye.com](mailto:contact@sobereye.com) Copyright © 2025, sobereye.com