Fingerprint Reader

Fingerprint Driver Issues

If you encounter an issue regarding your center's ability to check in/out using your fingerprint readers, follow the steps below to resolve this issue.

Download Latest Client Patch

See: Procare Client Patch for download and detailed instructions for installing the appropriate patch.

1. Ensure you have the latest version of the Client Patch installed.
2. Run the patch installer. Please Note: A system restart may be required after installation.
3. Verify Fingerprint Reader Visibility by opening Procare Check In and confirming the Fingerprint Reader is now visible in the check in settings.
4. Ensure the Check In Type is set to "Fingerprints." Optionally, you can check "Allow Bypass" if codes can also be used.
5. Confirm the fingerprint reader is working correctly. If the fingerprint reader continues to have issues, please contact Procare Support at (800)964-1729.

How do I clean the fingerprint reader?

Clorox Disinfecting Wipes may be used for fingerprint readers shown below to help protect against spreading illnesses. For more cleaning recommendations, download the Manufacturer’s PDF.

Eikon Reader

1. Use Ethanol or Isopropanol in a concentration of up to 70%. Windex can also be used as a cleaning solution.
2. Apply the liquid to a soft lint-free material (same as used to clean eye glasses or camera lenses) or to a cotton swab and gently wipe the capture area.
3. If necessary, gently dab the window (do not wipe) with a soft cloth (not paper) dampened with a mild ammonia-based glass cleaner to remove any milky haze.

Never do the following:

• DO NOT pour glass cleaner directly on the reader window
• DO NOT submerge the sensor in liquid.
• DO NOT rub the capture area with any abrasive material, including paper.

Digital Persona

1. Apply the sticky side of a piece of scotch tape on the window and peel it away.
2. If necessary, gently dab the window (do not wipe) with a soft cloth (not paper) dampened with a mild ammonia-based glass cleaner to remove any milky haze.

Never do the following:

• DO NOT use alcohol-based cleaners
• DO NOT pour glass cleaner directly on the reader window
• DO NOT submerge the reader in liquid
• DO NOT rub the capture area with any abrasive material, including paper.

How is my fingerprint data stored?

Your actual fingerprint is not recorded and the system does not store any fingerprint images. Instead, the software extracts the unique features of each fingerprint and creates a mathematical representation, called a “fingerprint template”. This template can only be used to identify you for check in/out purposes. It cannot be used to recreate the original fingerprint. To further secure the template, it is encrypted. For these reasons there are no privacy issues nor any identity theft exposure.

What is the proper way to use the reader?

You may use any finger (or thumb) with the Fingerprint Reader, however, your index finger of either hand will work best. Always place the pad of your finger (not your fingertip) flat onto the center of the reader’s clear window. Do not “roll” your finger. Apply gentle pressure, similar to pushing a button. Hold your finger on the reader for up to one-and-a-half seconds, then lift your finger. You should press firmly and release. Do not press and hold your finger for an extended period.

Will dust on the reader affect performance?

The answer is maybe. A small amount of dust on the reader window will not cause problems. A large amount of dust may make it more difficult to read the fingerprint. Dust can easily be removed by applying the sticky side of a piece of adhesive cellophane tape on the window and peeling it away.

Why doesn’t the reader light come back on after my computer comes out of hibernate/sleep mode?

The most likely cause is that the USB Controller on your system turns off automatically after a certain period of inactivity. If you are using Windows XP, follow the instructions below to disable power save option for the USB Controller on your computer:

• Open the Windows Control Panel and double click on the System.
• Click on the Hardware tab and then press the Device Manager button.
• Double click on the Universal Serial Bus Controllers.
• Right click on the USB Root Hub.
• Go to Power Management tab and uncheck the “Allow the computer to turn off this device to save power”.
• If the above procedure doesn’t resolve this issue, try connecting the reader through a self-powered USB hub

Will scratches, smears or holes in the surface of the fingerprint reader cause problems?

Yes. Scratches, pokes or other physical damage to the window coating on the reader surface (biometric ID) can compromise its ability to recognize fingerprints. Such damage cannot be repaired. Please Contact Procare for information on purchasing a replacement unit.