User Manual
Page 25
Appendix B: Troubleshooting
Use this table to identify and correct common issues encountered when using the reader. If a
problem cannot be solved using this table, contact Gemalto Global Technical Services (GTS).
See Appendix D: Customer Service on page 29.
Table 7: Troubleshooting Cases
Symptom
Possible Causes
Actions
The LEDs do not
come on during
power up.
There is no power to
the reader.
Verify the kiosk power source.
Verify that the power cable is connected to the
power supply port located on the back panel.
Verify that the power cable pinouts are correct.
The unit is damaged.
Follow the procedure outlined in Appendix D:
Customer Service on page 29.
The reader is not
communicating
with host PC
system.
The cable is not
properly connected or
USB drivers are not
properly installed.
Verify that the USB cable is connected to the
host.
Verify that the USB driver is installed, page 18.
Verify that only one reader is connected to the
host system.
Follow the procedure outlined in Chipset
Updating on page 28.
The Error LED
illuminates when a
document is
scanned.
The document is non-
machine readable.
This is a normal condition when there is no
machine readable data and only the image is
captured from the document.
The document is poorly
printed.
The reader is designed to read documents
that are poorly printed. However, some
documents are of such poor quality that the
reader will not be able to process the OCR
data.
High ambient light.
Ensure kiosk orientation is such that bright
light does not fall directly on the document
window.
The unit is not
configured to read the
document being
scanned.
The document may not conform to one of the
known document templates contained within
the software.
Contact GTS.
The document is not
orientated correctly on
the scanning window.
Ensure document is properly positioned as
described in Testing Reading and
Communication on page 19.
The document is faulty
or non-compliant.
Verify the document conforms to ICAO 9303
or OCR B font requirements.