Biometric troubleshooting

Issue	Details and Resolution
Finger cannot be enrolled successfully or verified right after enrollment.	Ensure that the finger being enrolled is slightly oily and not dry. The reader needs to be able to detect a pattern and in some cases, fingers may not be able to be read. If a finger repeatedly does not scan, try a different finger. If no fingers work for a particular employee, biometrics can be disabled for the employee in the employee badge table.
Fingerprint scans are frequently rejected or are failing enrollment.	Ensure the fingerprint scanner glass is clean. Ensure fingers being scanned are clean. Ensure the finger is centered on the scanner and pressed firmly.
I enrolled my fingerprint on Clock A but cannot scan the finger successfully on Clock B.	Ensure that the two clocks are in the same reader group. Biometric data is only shared between clocks assigned to the same reader group. To check the clock's reader group in the application, select Maintenance > Reader Setup > Readers. The clock uploads newly enrolled templates based on the schedule of the `FingerPrintExport` worker thread. If the scheduled worker thread has not run then other clocks in the same reader group will not have the newly enrolled fingerprints templates. The new templates are available when the thread runs on the clock where the finger was originally enrolled.

Finger cannot be enrolled successfully or verified right after enrollment.

Ensure that the finger being enrolled is slightly oily and not dry. The reader needs to be able to detect a pattern and in some cases, fingers may not be able to be read. If a finger repeatedly does not scan, try a different finger. If no fingers work for a particular employee, biometrics can be disabled for the employee in the employee badge table.

Fingerprint scans are frequently rejected or are failing enrollment.

Ensure the fingerprint scanner glass is clean. Ensure fingers being scanned are clean. Ensure the finger is centered on the scanner and pressed firmly.

I enrolled my fingerprint on Clock A but cannot scan the finger successfully on Clock B.

Ensure that the two clocks are in the same reader group. Biometric data is only shared between clocks assigned to the same reader group. To check the clock's reader group in the application, select Maintenance > Reader Setup > Readers.

The clock uploads newly enrolled templates based on the schedule of the FingerPrintExport worker thread. If the scheduled worker thread has not run then other clocks in the same reader group will not have the newly enrolled fingerprints templates. The new templates are available when the thread runs on the clock where the finger was originally enrolled.