6 Troubleshooting

• 1 Overview
• 2 Hardware
• 3 SAFR Accounts
• 4 Installation Guides
• 5 SAFR SCAN Web Console
• 6 Troubleshooting

This section describes some of the common issues and how to resolve them.

Face match but no Access Granted

Symptom: Faces are not being matched (appear as “Stranger” or “Unrecognizable” on event in Live View) or are matched but not authenticated preventing access granted.

If strong lighting exists, switch to manual mode for backlight compensation as follows:

1. Open SAFR SCAN Settings Operation Page.
2. Change “Backlight Compensation” from “Auto” to one of the manual options.
3. Check if authorization improves and try other settings if not.

Ensure reader is not mounted behind glass. 3D face verification will fail if the reader is placed behind glass. This results in blocking the infrared signal preventing proper operation for liveness verification.

Access Granted but panel does not unlock door

Symptom: You have connected SAFR SCAN to the panel via Wiegand or OSDP but upon getting Access Granted in SAFR SCAN the door does not unlock.

If strong lighting exists, switch to manual mode for backlight compensation as follows:

1. Open SAFR SCAN Settings Operation Page.
2. Change “Backlight Compensation” from “Auto” to one of the manual options.
3. Check if authorization improves and try other settings if not.

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