Facial Recognition Reader Not Working

If your facial recognition reader isn’t working, there are a few possible causes. Use the checklist below to troubleshoot the issue.

Common Causes & Troubleshooting Steps

1. User Error (Improper Face Positioning)

• Ensure employees are standing directly in front of the reader, at the correct distance (not too far or too close).

• Remove hats, glasses, or masks that may block recognition.

• Hold still while the scanner processes.

2. Bad Enrollment

• If the employee was enrolled incorrectly, the clock may fail to recognize their face.

• Re-enroll the employee, making sure their face is well-lit and fully visible.

• Avoid enrolling employees while wearing masks or sunglasses.

3. Clock Needs a Reset

• Restart the clock.

• After restarting, retry the facial scan.

4. Hardware Loose or Disconnected

• The facial recognition module cable may have come loose from the motherboard inside the clock.

• If comfortable, check the connections or contact support for assistance.

5. Hardware Failure (Dead Module)

• If the above steps do not work, the facial recognition module may be faulty.

• Contact support to determine if a replacement is needed.

Tip: Quick Test

If the reader works for some employees but not others, the issue is likely enrollment or positioning, not hardware.

Still having trouble?

If you’ve tried the steps above and the issue persists, please submit a support request with:

• Clock serial number

• A description of the issue

• Whether the failure occurs for all or only specific employees