This article includes the following topics:
- Types of problems
- Cause of problems
- How to fix the problem
Types of problems
- A user's fingerprint isn't being recognised
- A user's fingerprint is being matched to another user's account
- There is no response when a finger is placed on the fingerprint reader
Cause of problems
- The user didn't accurately enrol their finger initially
- The user is not placing their finger on the reader in the same fashion as when their finger was initially enrolled
- The user is using the wrong finger compared to what was initially enrolled
- The user is not pressing firm enough for the fingerprint to be recognised.
How to fix the problem
Please see our printable guide here: Steps for troubleshooting fingerprint scanning issues
Step 1: Ensure the fingerprint scanner & time clock are working correctly.
1.1 Check to see that the fingerprint scanner lense shows a solid red light or solid blue light.
If this is not the case please contact our support team for further investigation.
1.2 Check to see that the fingerprint scanner & the time clock are connected.
If this is not the case please turn off the the kiosk by holding the power button for at least 5 secs and then turn it on again. If the time clock is consistently showing as “offline” then you need to check your internet connection, network cables and network settings to ensure the kiosk has full access to the internet, please contact your IT support team for further information on this.
If the problem persists please contact our support team for further investigation.
Step 2: Ensure the fingerprint scanner is not damaged and has been properly maintained.
2.1 Check to see if the fingerprint scanner is being cleaned & maintained regularly
If this is not the case:
- Apply the sticky side of a piece of adhesive cellophane tape to the window and then peel it away.
- Gently dab the fingerprint reader window with a cloth that has been dampened with a mild ammonia-based glass cleaner, such as Windex. (Do not use paper!)
- Ensure this is done weekly.
Very important information to keep in mind:
- Do not pour any liquid directly on the reader window.
- Do not use alcohol-based cleaners.
- Never submerge the reader in liquid.
- Never use/rub the window with chemicals and abrasive material, including paper.
- Do not apply abnormal pressure to the window coating with your fingernail or any other item, such as a pen.
For further information please see our knowledge base article: maintaining your fingerprint reader
2.2 Check to see if there is any damage to the fingerprint scanner lense
Inspect the scanner from different angles and ensure that the lense is not cloudy and that there are no scratches and worn down spots on the lense.
Working scanner condition Damaged Scanner (Scratched Lense) Damaged Scanner (Cloudy Lense)
If you notice damage on the scanner, please take a photo of the damage and send to our support team for further investigation.
Step 3: Ensure staff are using the correct process to scan fingerprints.
3.1 Check to see if the scanner is in the required position for accurate fingerprint scanner
USB Scanner device: Secure the scanner to the edge of the desk for front on, waist height access for staff to be able to position themselves for a flat finger scan (for example, you can do this using double-sided tape).
All In One Kiosk: Ensure the fingerprint scanner module attached to the all in one device is placed at a height and location that allows front on easy access for staff to be able to position themselves for a flat finger scan.
3.2 Check to see if staff are using the correct fingerprint scanning technique
Most of the unique, repeatable fingerprint information is located in the “pad” of your finger, not in the “tip”.
Please ensure staff are not using the fingerprint reader while they have any foreign material on their hands (such as grease and chemicals).
Dry skin can significantly decrease the effectiveness of a fingerprint scan, therefore staff need to rub the finger they are using for scanning on the forehead so that natural oils are on the skin.
Finger placement as shown below, with the pad (not tip) of the finger in the middle of the scanner and a light amount of pressure applied, will result in fast and accurate fingerprint authentication.
Successful scan - scanner colour will change red then immediately go back to blue.
Bad/incorrect scan - Scanner colour will not change or will stay red for 1 to 2 seconds like the picture below.
For further information please see our knowledge base article: proper fingerprint scanning technique
Step 4: Re-enroll the fingerprint(s) of affected staff
While ensuring staff are using the correct process to scan fingerprints (see previous step), ask a suitable manager re-enroll the fingerprint through the time clock.
If this doesn’t help with fingerprint scanning try re-enrolling the user's fingerprint by following the Enrolling & re-enrolling a user's fingerprint guide with different fingers. Often the fingerprints on commonly used fingers can be worn down to the point they are non readable.
Note: on the rare occasion we have come across users who cannot scan due to their fingers having warn / non readable fingerprints. If this is the case we suggest using pin number authentication for that particular user.