Troubleshooting Nymi Band Authentication Issues

In order for a Nymi Band to be successfully authenticated, it requires the following:

1. To be worn comfortably snug on the user’s wrist
2. To successfully scan the user’s fingerprint and match it to the fingerprint that was enrolled
3. To detect ECG Liveness of the user wearing the Nymi Band

Authentication failures occur due to a fingerprint mismatch or an inability to detect liveness.  With Nymi Band firmware 3.3.x and later, and CWP, there is easy way to determine the source of the failure based on how quickly the failure occurs:

• A quick failure (about 1 second) is the result of a fingerprint mismatch.
• A failure after about 13 seconds is the result of the inability to detect liveness.

If authentication fails due to a fingerprint mismatch, review the following information.

• Confirm that the user is performing the authentication with the finger that was used during enrollment
• Ensure that the 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.
• Ensure that the user does not press too hard or too softly on the fingerprint sensor.
• Ensure that the 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.
• Ensure that the user places their finger on the centre of the sensor, touching the surrounding bezel.
• Ensure that the user keeps their finger still on the sensor and bezel during the authentication period.
• Ensure that the user does not lift their finger off the sensor or bezel until the authentication process completes.
• Ensure that the Nymi Band fits snugly on the wrist.

If authentication fails due to Liveness Detection Failures, review the following information:

• Ensure that the plastic film on the bottom sensor has been removed.
• Ensure that thee 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.
• Ensure that the user’s finger is clean and not too dry/wet.
  • 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.
• If the environment that the user is exposed at work or outside of work is dry, rub some moisturizer on the wrist before attempting authentication.
• Ensure that the user keeps their finger still on the sensor and bezel during the authentication period.
• Ensure that the 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.
• Ensure that the user does not lift their finger off the sensor or bezel until the authentication process completes.
• Ensure that the Nymi Band fits snugly on the wrist and does not move around during the authentication process.