Firstly, check if the green light is lit on the top of the vein scanner. This will tell you if the vein scanner is connected correctly to the computer/kiosk.
If the light is off, attempt the following troubleshooting steps.
- Unplug the cable from the back of the computer/kiosk and the vein scanner. Plug the cable back into both vein scanner and computer.
- Try a different USB port on the computer/kiosk.
- Try a different computer.
- Try a different cable.
If none of the above solve the issue, please submit a support ticket.
If the light is on, attempt the following troubleshooting steps.
Vein scanner driver
- Check and ensure vein scanner drivers are installed. On the desktop, open the start menu and select run. Within this window, type in ‘devmgmt.msc’ and press enter/OK.
- In this window, you should see ‘Biometric devices’ following by ‘Hitachi USB Finger Vein Biometric Scanner’ underneath.
If you do not see the above entry, please log a support ticket for assistance with installing the vein scanner drivers.
When starting the kiosk, if the above message appears, this means the kiosk application cannot reach the vein scanner either due to it not be connected or drivers not installed.
If the kiosk does not show the vein scanner, only the pin pad as shown above, please log a support ticket.