Troubleshooting; Enrolment / Authentication Fails - Hitachi PC-KCM50 User Manual

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.
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