This article includes the troubleshooting steps for resolving fingerprint Scanner Issues:
- Step 1: Ensure the fingerprint scanner & time clock are working correctly
- Step 2: Ensure the fingerprint scanner is not damaged and has been properly maintained
- Step 3: Ensure staff are using the correct process to scan fingerprints
- Step 4: Re-enrol the fingerprint(s) of affected staff
We firmly recommend you ensure the fingerprint scanner and user's finger(s) are clean before
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 kiosk by holding the power button for a maximum of 3
seconds (will start to 'shutdown') 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 issue persists, please refer to All In One Kiosk - Unit Troubleshooting.
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. for further information regarding cleaning requirements please refer to U.are.U® 4500 Module - Cleaning and Disinfecting.
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/or worn down spots on the lense.
Does the fingerprint scanner have a scratched or cloudy lense?
If you notice the scanner lense is either scratched or cloudy, please take a clear & legible photo of the lense with the unit powered off; and send to support for assessment.
- Failure to take a clear photo will result in support not being able to provide an assessment.
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 scans.
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 needs 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 a 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.
Step 4: Re-enrol the fingerprint(s) of affected staff.
While ensuring staff are using the correct process to scan fingerprints (see the previous step), ask a suitable user to re-enrol the fingerprint through the time clock.
If this does not assist with fingerprint scanning, try re-enrolling the user with different fingers. Often the fingerprints on commonly used fingers can be worn down to the point they are not readable by the fingerprint scanner.
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.