--- title: What to do when a User is not recognized description: This article explains what supervisors should do when the Device captures a Scan but does not recognize a User who chose iris recognition. It does not… --- [Skip to content](https://knowledge.sobereye.com/en/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc#main-content) - [English](https://knowledge.sobereye.com/en/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) 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-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Español](https://knowledge.sobereye.com/es/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Italiano](https://knowledge.sobereye.com/it/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) - [Português - Brasil](https://knowledge.sobereye.com/pt-br/piloto-optovera-users-enrollment-and-baseline-a4-que-hacer-cuando-un-usuario-no-es-reconoc) 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. [Users, Enrollment, and Baseline](https://knowledge.sobereye.com/en/users-enrollment-and-baseline?hsLang=en) # What to do when a User is not recognized ### Purpose This article explains what supervisors should do when the Device captures a Scan but does not recognize a User who chose iris recognition. It does not apply to Users who chose PIN, whose Scans are associated by PIN verification. ### Step 1: Check that the User is enrolled First, confirm that the User has been added and enabled in the OPTOVERA dashboard. If the User has not been added to the dashboard, the User must be enrolled before testing. If the User has been added recently, the Device may need to synchronize before the username appears on the Device. ### Step 2: Check USERS LIST on the Device Open the Device menu and check USERS LIST. If the username does not appear in USERS LIST, the Device may not have the current user list, or the User may not have been added correctly in the dashboard. ### Step 3: Synchronize the Device If the username does not appear in USERS LIST, synchronize the Device: 1. Confirm that the Device is connected to the internet. 2. Press UPDATE USERS LIST on the Device. 3. Open the Device menu again. 4. Check USERS LIST to confirm that the username now appears. The User should not start the test until the correct username is available on the Device. ### Step 4: Confirm the username and repeat the test 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. Confirm that the User selected their own username. Then repeat the test using the correct technique. Before repeating, confirm that the User: - Is calm and comfortable. - Places the Device correctly over the eyes. - Keeps the eyes closed during the countdown. - Opens the eyes wide when instructed. - Looks straight ahead during the 4-second video capture. - Avoids blinking. - Avoids moving the eyes from side to side. - Keeps the Device properly positioned until the Scan is complete. ### Why correct User association matters Correct User association is important because OPTOVERA compares each Scan with the User’s individual baseline. If a Scan is assigned to the wrong username, the wrong record may be affected and baseline accuracy may be compromised. Iris recognition is used only to associate Scans with the correct enrolled User inside the OPTOVERA platform. It is not used to identify people outside OPTOVERA, search external databases, track Users, monitor workers, or perform surveillance. Recognition problems are not a reason to steer the User toward PIN. The User may request a change of association method at any time through the route defined by the organization, but the decision is theirs. ### When to contact OPTOVERA support Contact OPTOVERA support if: - The username does not appear in USERS LIST after synchronization. - Tests are recorded under the wrong username. - Recognition issues continue even when the User follows the correct technique. OPTOVERA support can assist with synchronization, user list issues, recognition problems, and baseline correction when needed. ### Key reminders - This article applies only to Users who chose iris recognition. - Confirm that the User is enrolled and enabled in the dashboard. - Check USERS LIST before testing. - Press UPDATE USERS LIST if the user list may not be current. - Confirm that the User selected their own username. - Repeat tests using the correct eye technique. - Contact OPTOVERA support if the issue persists or if tests are assigned to the wrong username. - [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