Facial recognition involves sensitive biometric calculations, and occasionally some troubleshooting may be required.
Nominal Scenario
When a task requires a face image and biometric features are enabled in your environment, the following process occurs:
After task completion:
A selfie is added to the user's profile. The FacePrint parameter will initially display the status “None”, indicating that the system is still calculating the faceprint in the background.
Faceprint calculation completed:
Once the faceprint has been generated, the status changes to “Initial”. This means that a faceprint exists but has not yet been verified by a NineID biometric reader.
First successful scan:
When the user successfully scans their face for the first time using a biometric reader, the status changes to “Verified.”
Troubleshooting Steps
If a user reports that they cannot gain access at the biometric reader, follow the steps below:
Recalculate the Faceprint
Click the “×” icon next to the Initial label to recalculate the faceprint based on the existing selfie.
Redo the Task
If recalculating the faceprint does not resolve the issue:Go to the Documents section in the user’s profile.
Remove the FaceImage file.
Set the task status back to “To Do.”
Resend an invitation to the user, informing them that the task needs to be completed again.
