1 Introduction
If the SAFR SCAN device experiences a physical shock, the 3D sensor may go out of calibration which will prevent SAFR from verifying liveness and granting access.
SAFR recognizes the person (name appears on event in Live View) but does not verify liveness (Green heartbeat icon does not appear on the event in Live View).
2 Check Calibration
You can verify calibration is the root cause by using Face 3D mode in the Live View by following the procedure below.
2.1 Check Calibration Procedure
- Open SAFR SCAN Web Console
- Go to Live View
- Change view to "Face 3D"f
- Move your face to 1 foot in front of display and look directly at display.
- You should see a 3D view of a face that looks something like the image on the left below labeled "Correct". If the image looks like the one on the right labeled "Incorrect", an adjustment is needed.
Another good test is to change the Anti-Spoofing mode to “Extreme” (Operation Settings > Access Control) and try to authenticate with a known face. In this mode, you must be within 2-3 feet of the reader and hold still for a little while and environment must have even lighting.
3 Calibration
If the device appears to be out of calibration, you can attempt to calibrate according or contact RealNetworks Support. Instructions for how to calibrate can be found in following reference.