A result cannot be found, and yet you are certain the person took the exam.
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The most common reason for this is that the user has not completed the test yet. Some users forget to complete the test and just close the web browser. You can check for this by logging on and checking live and paused results. If you are allowed to see live and paused results there is a link on the first screen.
A far less common cause is where one individual has accidentally logged on using the username and password for another individual. This can happen when usernames and passwords are handed out on slips of paper.