If the fingerprint authentication fails, review the following information to resolve the issue.
Ensure that:
- 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 soft 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, and then perform re-enrollment with a different finger.
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