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6. Troubleshooting
This chapter presents methods for solving problems with the Biometric Reader.
The USB cable is connected to the Biometric Reader, but the LED does not turn
on in green
The supported Smart Card is not inserted.
→ Insert the supported Smart Card. You need to insert a Smart Card in which Hitachi
Hitachi Finger Vein PKI CAP F (C-N190F-43) is installed.
The required software is not installed.
→ Install Hitachi Finger Vein PKI Middleware F (C-N190F-11) in the PC.
The device driver is not appropriately configured.
→See 2.3
Check the Biometric Reader is recognized
and confirm that the
device driver is properly configured on the PC.
The USB port of your PC is malfunctioning.
→ Restart your PC.
The Biometric Reader is damaged.
→ Please contact your retailer.
Authentication fails
Your finger position is not stable during the capture process
→ Place your finger properly on the scanning area during the capture process. Do not
move your finger until the capture process is completed.
Your finger is not properly placed.
→ Place your finger properly into the scanning area as shown in the
Authentication and
Registration Guide
.
Your finger is wounded, excessively dry or dirty
→ Wash or clean your finger, then perform authentication again. When your finger is
wounded, excessively dry or dirty, a quality finger vein image may not be obtained
and it may result in authentication failure.
Your current finger condition differs from that at enrollment.
→ Enroll your finger again.
Your finger width is over 25 mm/1 inch or below 10 mm/0.4 inch
→ Enroll other finger. When a finger is too wide or too narrow, a quality finger vein
image is not obtained and it may result in authentication failure.
Authentication does not start
The Biometric Reader is not ready to start the authentication process.
→ When the Biometric Reader is connected to the PC and Smart Card is inserted
properly, its LED light is on in green. However, when connecting the Biometric
Reader or inserting the Smart Card, you need to wait for at least 5 seconds until the
LED status changes from blank or orange blink to green, before performing an
authentication process.
