Web SDK unhappy paths
Last updated: April 29, 2024
There are multiple unhappy paths in the iProov claim process. It is essential that you provide user guidance, directions, and education to ensure successful retries and to prevent drop offs. The unhappy responses during a claim lifecycle are:
Select an SDK version
To display options that are applicable to your environment, select a version of the SDK:
Errors
An error occurs when a user is unable to complete an iProov verification process. For example, the internet connection failed or the user aborted the process.
Corrective measures, user guidance, and retries should be implemented.
| Error code | Description | Event type |
|---|---|---|
client_api
|
There was an error calling the API. | error
|
client_browser
|
The browser is not supported. | unsupported
|
client_camera
|
There was an error getting video from the camera. | error
|
client_config
|
There was an error with the client configuration. | error
|
client_error
|
An unknown error occurred. | error
|
client_stream
|
There was an error streaming the video. | error
|
error_asset_fetch
|
Unable to fetch assets. | error
|
error_camera
|
The camera cannot be started for unknown reasons. | error
|
error_camera_in_use
|
The camera is already in use and cannot be accessed. | error
|
error_camera_not_supported
|
The camera resolution is too low. | error
|
error_camera_permission_denied
|
The user denied our camera permission request. | error
|
error_device_motion_denied
|
The user denied our device motion permission request. | error
|
error_device_motion_unsupported
|
The device does not fully support device motion. | error
|
error_expired_token
|
Token expired because it was not claimed in time. | error
|
error_fullscreen_change
|
Exited full screen without completing an iProov claim. | error
|
error_invalid_token
|
The token is invalid. | error
|
error_network
|
Network error | error
|
error_no_face_found
|
No face could be found. | error
|
error_not_supported
|
The device or integration cannot run the Web SDK. | error
|
error_server
|
Server error | error
|
error_token_timeout
|
The token was claimed too long after being created. | error
|
error_too_many_requests
|
The service is under high load and the user must try again. | error
|
network_problem
|
Sorry, network problem | error
|
sdk_unsupported
|
The SDK has passed end of life and is no longer supported. | error
|
integration_unloaded
|
The SDK was unmounted from the DOM before it finished. | error
|
Failures
A failure occurs when iProov successfully processes a claim but a user's face cannot be authenticated. For example, the user did not pass the biometric tests and/or machine learning models.
Retry measures are recommended, however, caution should be taken to ensure that potential fraudsters are not given unlimited attempts. For details see API retry mechanism.
| Failure code | Description | Suggested resolution action | Assurance types |
|---|---|---|---|
unknown
|
The claim failed for an unknown reason. | Try again. | GPA and LA |
too_much_movement
|
The user is moving during the claim. | Keep still. | GPA only |
too_bright
|
Possible causes:
|
Move somewhere darker. |
GPA only Available soon in LA. |
too_dark
|
The user’s environment is too dark. | Move somewhere brighter. | GPA only |
misaligned_face
|
User's face is not aligned with the oval. | Keep your face in the oval. | GPA only |
eyes_closed
|
One or both of the user's eyes are not open. | Keep your eyes open. | GPA and LA |
face_too_far
|
The user is too far from the device. | Move your face closer to the screen. | GPA only |
face_too_close
|
The user is too close to the device. | Move your face farther from the screen. | GPA only |
sunglasses
|
The user is wearing glasses with dark lenses. | Remove sunglasses. | GPA only |
obscured_face
|
The user's face is not completely visible. | Remove any face coverings. | GPA only |
lighting_backlit
|
A strong light source has been detected behind the user. | Strong light source detected behind you. | GPA |
lighting_face_too_bright
|
Too much light has been detected on the user’s face. | Too much light detected on your face. | GPA |
lighting_flash_reflection_too_low
|
Ambient light too strong or screen brightness too low. | GPA | |
lighting_too_dark
|
The user’s environment is too dark. | Your environment appears too dark. | GPA |
motion_too_much_mouth_movement
|
The user is talking during the claim. | Please do not talk while iProoving. | GPA |
motion_too_much_movement
|
The user is moving during the claim. | Please keep still. | GPA |
user_timeout
|
The user started the claim but did not stream in time. | GPA and LA | |
not_supported
|
The device is not supported | Ask the user to retry on an alternative device | GPA and LA |
Next step
