There are a number of ways to troubleshoot your kiosk, the first step is to identify the cause of the issue. This article will run through some of the main causes.
Internet Connection
If you are seeing an error message such as the one displayed below. Ensure that you have an active internet connection.
In the taskbar of your device, look for these common icons and ensure you have a connected status:
Device Unplugged
Device Connected
WiFi Disconnected
WiFi Connected
Finger Placement
Ensure the employee is correctly positioning their finger to rest on both guides in the scanner so that the finger is parallel to the glass. Some tips:
DO:
- Face the scanner and kiosk directly.
- Keep your finger straight and level.
- Place your finger in the centre of the guides when scanning.
DON'T:
- Place the tip of your finger beyond the front of the guide
- Touch or contact the glass at the bottom of the finger scanner, the guides should have the finger hovering above the glass.
- Hover your finger above the guides.
- Bunch your surrounding fingers into a fist.
Direct Sunlight
High Infrared light can affect the scanners as this is light type that the scanners use to take the scan. If a large amount of staff are having issues check to see that the scanner is not directly in sunlight or that the scanner is directly under a halogen down light as these have been found in some scenarios to affect scanning.
Temperature
Extreme temperature variation can cause issues with scanning. When a body is cold, skin and veins contract, while when it is hot, skin and veins will expand. If an employee is initially registered when they are cold and then try and scan in when they are warm this can cause issues. If temperature changes might be an issue, try to register their finger at an average temperature. Or try to register one finger when the employee is cold and then get the employee to shake and rub their hands together in order to increase circulation and blood flow before registering a different finger.
Clean the Scanner
If your vein scanner is constantly beeping and reading Bad Scan/No Match, this could be caused by a dirty vein scanner screen. To clean the vein scanner, detach the front guide from the scanner.
Then take a soft dry cloth that would be appropriate for cleaning eye glasses and wipe the inside chamber. Do not use any solvents on the scanning unit.
Checking the Cables - Tablet
One of the more common issues related to vein scanners can be a partially or completely dislodged cable. This can be a great place to start in troubleshooting your kiosk. If you are receiving an error message such as Device is unplugged, follow the steps below for both your tablet and the vein scanner.
Start by removing the four screws on the left side of the bracket with an Allen key and remove the side guard.
Now that you have removed the side guard carefully slide out your tablet so that the cabling is exposed and ensure they are connected. Be careful not to slide the tablet all the way out of the bracket as it may fall unexpectedly. It is good practice to completely remove the cables and return them to their position to ensure that they are fully inserted. After checking the cables perform a soft reset.
Checking the Cables - Vein Scanner
To ensure the cable is connected correctly to the Vein Scanner, remove the two silver screws on the bracket and lift it off. Once the bracket is free, fully remove the cable and plug it back in. After checking the cables perform a soft reset.
Performing a Soft Reset
To reload the kiosk in your browser, click the reset button and wait for the page to reload. This is an important step to be performed after adjusting cables to ensure that any changes are recognised.
Cable Replacement
Should the bad scans continue, the Vein Scanner’s USB cable could potentially be damaged and it is recommended a replacement cable be purchased and fitted to the unit. These can be purchased at any reputable electronic store. It is advised that the original cable is taken with you to ensure the correct one is purchased. Please see the below image for an example of the correct cable.
Performing a Hard Reset
If your Kiosk has become completely unresponsive, or you have tried all the above methods to no resolution it is time to perform a hard reset. To achieve this, remove the side of the bracket by following the steps above. Once the side is removed, press and hold the reset button on the left-hand side until your kiosk shuts down. Wait ten seconds and then press the power button once to restart.
