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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 or is not blue
The supported SIM card is not inserted.
→ Insert the supported SIM card. You need to insert a SIM card in which Hitachi Finger Vein
Biometric PKI Card Application is installed.
The required software is not installed.
→ Install latest version of Hitachi Finger Vein Biometric PKI Middleware for Windows or for
Macintosh in the PC.
The device driver is not appropriately configured.
→See
2.5 Check the Biometric Reader is recognized
and confirm that the device driver is
properly configured on the PC.
The USB communication is confused.
→Disconnect the Biometric Reader and a USB hub (if any) from the PC and connect them
again.
The USB port of your PC is malfunctioning.
→ Restart your PC.
The Biometric Reader is damaged.
→ Please contact your retailer.
Enrolment / Authentication fails
Your finger position is not stable during the capture process
→ Place your finger properly into the Biometric Reader during the capture process. Do not
move your finger until the capture process is completed (You will hear a double beep when the
capture process is completed).
Your finger is not properly placed.
→ Place your finger properly into the Biometric Reader as shown in the
Authentication and
Registration Guide
.
Your finger is wounded, excessively dry, cold or dirty
→ Wash or clean your finger, then perform enrolment or authentication again. When your
finger is wounded, excessively dry, cold or dirty, it may not be possible to obtain a quality
finger vein image, which could result in enrolment or authentication failure.
Your finger width is over 25 mm/1 inch or below 10 mm/0.4 inch
→ Enrol another finger. When a finger is too wide or too narrow, it may not be possible to
obtain a quality finger vein image, which could result in authentication failure.
Your current finger condition differs from that at enrolment.
→ Enrol your finger again.
