Authentication Failures

Troubleshooting Fingerprint Mismatch Failures

If the fingerprint authentication fails, ensure the following:

• Fingerprint sensor is clean and dry.
  • If the fingerprint sensor is dirty, clean with a 70% isopropyl alcohol wipe, allow it to dry completely, and then retry authentication.
  • If the fingerprint sensor is wet, dry completely with a lint-free towel, and then retry authentication.
• User does not press too hard or too softly on the fingerprint sensor.
• User’s finger is clean and dry.
  • If the finger is dirty, clean the hands and allow them to dry completely, and then retry authentication.
  • If the finger is too dry, rub some lotion well into the finger, and then retry authentication.
  • If the finger is too wet, rub the finger with an alcohol wipe or with hand sanitizer, allow the finger to dry completely, and then retry authentication
• User places their finger on the centre of the sensor, touching the surrounding bezel.
• User keeps their finger still on the sensor and bezel during the authentication period.
• User does not lift their finger off the sensor or bezel until the authentication process completes.
• User wears the Nymi Band snugly on the wrist.
• User wears their own Nymi Band.
• User attempts authentication with the same the finger that they used during enrollment.
• User finger is not damaged, for example the user has cut their finger.
  Note: If the finger that is used for authentication is damaged, consider one of the following actions:

  • Instruct the user to authenticate by corporate credentials until the finger heals.
  • Delete the user data on the Nymi Band, disassociate the user from the Nymi Band in NES and Evidian, and then perform enrollment with a different finger.

Troubleshooting Liveness Detection Failures

If the liveness detection fails, ensure the following:

• Bottom sensor is clean and dry.
  • If the bottom electrode is dirty, clean with a 70% isopropyl alcohol wipe, allow it to dry completely, and then retry authentication.
  • If the bottom electrode is wet, dry completely with a lint-free towel, and then retry authentication.
• User’s finger is clean and dry.
  • If the finger is dirty, clean the hands and allow them to dry completely, and then retry authentication
  • If the finger is too dry, rub some lotion well into the finger, and then retry authentication.
  • If the finger is too wet, rub the finger with an alcohol wipe or with hand sanitizer, allow the finger to dry completely, and then retry authentication
• User keeps their finger still on the sensor and bezel during the authentication period.
• User's wrist is not too dry. Before authentication, wash and completely dry the wrist before putting on the Nymi Band, or rub some lotion well into the wrist, and then retry authentication.
• Nymi Band bottom electrode remains in contact with the wrist during the authentication period. If the position of bottom electrode prevents contact, remove the Nymi Band, reposition the Nymi Band on the wrist, and then try authentication again.
• User does not lift their finger off the sensor or bezel until the authentication process completes.
• Nymi Band fits snugly on the wrist and does not move around during the authentication process.
• User's wrist is not tattooed where the bottom sensor makes contact.
  Note: If the user cannot use another wrist or the Nymi Band cannot make contact with an area that is not tattooed, instruct the user to authenticate by corporate credentials.

Troubleshooting Persistent Authentication Failures

Lockout policies help prevent adversarial users from gaining unauthorized access to systems through brute-force attacks.

When an authentication lockout occurs, the Nymi Band displays the See Admin icon and prevent the user from performing additional authentication attempts. An authentication lockout occurs in the following scenarios:

• After 50 consecutive failed authentication attempts on a previously enrolled Nymi Band due to a fingerprint mismatch.
• After 3 consecutive failed attempts to complete the fingerprint template during the enrollment due to an issue with the fingerprint imaging.

The lockout persists on the Nymi Band, even if the user removes the Nymi Band. The lockout will also persist while the Nymi Band is dead or while charging.

Clear the lockout by one of the following methods:

• Re-enroll the user to the Nymi Band.
• Authenticate the user with their credentials in the Nymi Band Application. A user can authenticate by using corporate credentials only if the Corporate Credentials Authentication option was enabled in the NES policy at the time of enrollment.

If the user persistently cannot authenticate to the Nymi Band, consider the following actions:

• Restart the Nymi Band and retry authentication.
• Instruct the user to log into the Nymi Band Application while wearing the Nymi Band and authenticate by corporate credentials.
• Delete the user data from the Nymi Band and then disassociate the Nymi Band from the user in NES and Evidian (if used), and then enroll with a different finger.
• Delete the user data from the Nymi Band, disassociate the Nymi Band from the user in NES and Evidian, and then enroll the user with a different Nymi Band.

For reference, use the following troubleshooting workflows.