Watch a video presentation of the proper use of your reader

How to properly place your finger on the reader, what are the most common causes of poor fingerprint recognition and how to eliminate them:

Correct use

Or find your device in the list below and read the answers to the most common questions:

Bioreader

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device does not detect the mobile phone (Wi-Fi)
  • Turn the phone off and back on.
  • Turn on the location on your phone.
  • Reset the device twice (hold the R key for 10 seconds; the reset is successful when the purple LED flashes five times).
  • Check if you can see an available navloT Wi-Fi network in the phone.
  • If the phone automatically connects to the home Wi-Fi, the reader does not detect it.
  • Try to connect with another phone or tablet.
I do not see the blue light of the device
  • If the surrounding light is very strong, the keyboard lighting is not very well visible.
  • The device is turned off or is not connected to the electrical supply. 
  • Check if the wiring is damaged and check the fuse, to which the reader is connected.
  • The device has malfunctioned; call for service.
  • Turning the blue light on/off: Hold the 1 key on the control unit for 10 seconds and wait for the device to sound three beeps.
The fingerprint is recognized, the green LED is flashing but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
     
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

Biohandle

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device does not detect the mobile phone (Wi-Fi)
  • Turn the phone off and back on.
  • Turn on the location on your phone.
  • Reset the device twice (hold the R key for 10 seconds; the reset is successful when the purple LED flashes five times).
  • Check if you can see an available navloT Wi-Fi network in the phone.
  • If the phone automatically connects to the home Wi-Fi, the reader does not detect it.
  • Try to connect with another phone or tablet.
I do not see the blue light of the device
  • If the surrounding light is very strong, the keyboard lighting is not very well visible.
  • The device is turned off or is not connected to the electrical supply. 
  • Check if the wiring is damaged and check the fuse, to which the reader is connected.
  • The device has malfunctioned; call for service.
  • Turning the blue light on/off: Hold the 1 key on the control unit for 10 seconds and wait for the device to sound three beeps.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

Modul

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device does not detect the mobile phone (Wi-Fi)
  • Turn the phone off and back on.
  • Turn on the location on your phone.
  • Reset the device twice (hold the R key for 10 seconds; the reset is successful when the purple LED flashes five times).
  • Check if you can see an available navloT Wi-Fi network in the phone.
  • If the phone automatically connects to the home Wi-Fi, the reader does not detect it.
  • Try to connect with another phone or tablet.
I do not see the blue light of the device
  • If the surrounding light is very strong, the keyboard lighting is not very well visible.
  • The device is turned off or is not connected to the electrical supply. 
  • Check if the wiring is damaged and check the fuse, to which the reader is connected.
  • The device has malfunctioned; call for service.
  • Turning the blue light on/off: Hold the 1 key on the control unit for 10 seconds and wait for the device to sound three beeps.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
     
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

Biopass

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device does not detect the mobile phone (Wi-Fi)
  • Turn the phone off and back on.
  • Turn on the location on your phone.
  • Reset the device twice (hold the R key for 10 seconds; the reset is successful when the purple LED flashes five times).
  • Check if you can see an available navloT Wi-Fi network in the phone.
  • If the phone automatically connects to the home Wi-Fi, the reader does not detect it.
  • Try to connect with another phone or tablet.
I do not see the blue light of the device
  • If the surrounding light is very strong, the keyboard lighting is not very well visible.
  • The device is turned off or is not connected to the electrical supply. 
  • Check if the wiring is damaged and check the fuse, to which the reader is connected.
  • The device has malfunctioned; call for service.
  • Turning the blue light on/off: Hold the 1 key on the control unit for 10 seconds and wait for the device to sound three beeps.
The fingerprint is recognized, the green LED is flashing but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

REX cylinder

(not sold any more)

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in the sleep mode. Move the button on the outside to wake it up.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device is not responding
  • The device is in the sleep mode. Move the button on the outside to wake it up.
  • The batteries are empty. Replace them if you have the access to the internal knob. If you do not have the access, initiate emergency power supply from the external side (for details see the user manual), open the door and replace the batteries.
  • Device malfunction. Take out the connector for 9V battery and bridge the connection between the poles with a metal object (a Euro coin). The device will reset. If this step does not help, call an authorised repair service.
The knob is not turning smoothly or does not turn at all
  • REX cylinder was not installed correctly. Check the screw fixing the Euro cylinder in the mortise lock.
  • The external knob is screwed too closely to the door. Call an authorised repair service to make the necessary adjustments.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

REX bioreader

(not sold any more)

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
I do not see the white LED
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.
  • Under strong daylight the white LED might not be visible. Shade the device with your hand.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
     
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

REX handle

(not sold any more)

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  • The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able to add a new fingerprint after you  delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in the sleep mode. Press one of the buttons to wake it up.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • The finger has been pressed on the sensor too harshly or too gently. The finger must be pressed on the surface of the sensor with normal strength.
  • A too small surface of the fingerprint has been pressed on the sensor. A larger surface of the fingerprint must be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • The device is in sleep mode. Press one of the buttons to wake it up.
  • For troubleshooting regarding children, elderly and damaged fingerprints read the last tab.
The blue LED doesn't shine
  • The device is in the sleep mode. Press one of the buttons for 1 second and it will wake up.
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse  on which the device is connected. If the device still does not respond, call an authorized repair service.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

REX indoor

(not sold any more)

Fingerprint enrollment failed
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • The fingerprint database is full. You will be able add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The device did not recognize a stored fingerprint
  • The finger was pressed on the sensor too harshly or too gently. The finger should be pressed on the surface of the sensor with normal strength.
  •  The surface of the fingerprint pressed on the sensor was too small. A larger surface of the fingerprint should be pressed on the sensor.
  • Skin on the finger you’re trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints read the last tab.
The blue LED doesn't shine
  • The device is in the sleep mode. Press one of the buttons for 1 second and it will wake up.
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse  on which the device is connected. If the device still does not respond, call an authorized repair service.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

REX touchpad

(not sold any more)

Keypad does not react
  • The surface of the finger pressed on the number was too small. Your finger should cover the whole number.
  • You approached the number too slowly. You need to press the number quickly.
  • Device malfunction. Call an authorised repair service.
The code has been entered but the door does not unlock
  • You forgot to press the ’check mark’ after the code.
  • You entered a wrong code.
  • The code you entered had been deleted from the database.
  • If the code is correct but the door does not unlock, the most likely reason is a malfunctioned electric lock.
I cannot see backlight on the keypad
  • Backlight is poorly visible in strong daylight.
  • Backlight has been turned off. Press any key.
  • Device is being turned off or is not connected to a power supply.
  • Device malfunction. Call an authorised repair service.
The red LED is on continuously. I cannot enter the code.
  • A wrong code was entered three times in a row. The keypad is temporarily locked.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
Instruction manual

REX bluetooth

(not sold any more)

The Bluetooth key is not responding
  • The surface of the finger pressed on the Bluetooth sign was too small. Your finger has to cover the whole sign.
  • You approached the Bluetooth sign too slowly. You should press it quickly.
  • Device malfunction. Call an authorised repair service.
The device can not find my mobile phone
  • The phone is not paired with the device.
  • Bluetooth radio on the phone is turned off or the telephone is not in discoverable mode.
  • Phone pairing was canceled.
  • If the phone was paired and has the Bluetooth turned on in discoverable mode and can not be found by the device even after a longer period of time, call an authorised repair service.
I cannot see the blue backlight
  • Backlight is poorly visible in strong daylight.
  • The device is turned off or is not connected to a power supply.
  • Device malfunction. Call an authorised repair service.
The ilighting of the button starts flashing, I press the button, but the door does not unlock
  • You have triggered the wrong relay. To trigger relay 1, which normally opens the door, it is necessary to press the button for less than 2 seconds. To trigger relay 2, the key must be held for more than 2 seconds.
Instruction manual

ARX one

(not sold any more)

Fingerprint enrollment failed
  • You swiped your finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • The fingerprint database is full. You will be able to add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you are trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • You swiped your  finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • Skin on the finger you are trying to enroll is very dry, dirty or damaged.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
I do not see the orange LED
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

ARX manager

(not sold any more)

Fingerprint enrollment failed
  • You swiped your finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • The fingerprint database is full. You will be able to add a new fingerprint after you delete one of the existing ones.
  • Skin on the finger you are trying to enroll is very dry. Make sure your skin is moist enough.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
The device did not recognize a stored fingerprint
  • You swiped your  finger over the sensor too quickly or too slowly. Swipe it with normal speed. The highest speed at which your finger is readable is 15cm/s.
  •  The surface of the finger that swiped the sensor was too small. Make sure that the finger is pressed on the sensor adequately while swiping.
  • Skin on the finger you are trying to enroll is very dry, dirty or damaged.
  • For troubleshooting regarding children, the elderly and damaged fingerprints see the last tab.
I do not see the orange LED
  • The device is not connected to the power supply. Check the wiring for possible damage and check the fuse on which the device is connected. If the device still does not respond, call an authorized repair service.
The red LED is flashing continuosly
  • Device malfunction. Call an authorised repair service.
The fingerprint is recognised, the green LED flashes but the door does not unlock
  • The finger that you used might be programmed to trigger the second relay. Delete the fingerprint first, then enroll it again and assign it to the first relay. The procedure is described in the user manual and in the quick guide.
  • The control unit is not paired with the reader.
  • Device or electric lock malfunction. Call an authorised repair service.
Children, the elderly and people with damaged fingerprints
  • If a child’s fingerprint cannot be enrolled it means that it is either too small or not developed enough. Fingerprints mature around the age of eight.
  • A child’s fingerprint was successfully enrolled but after some time it is not recognized anymore. Fingerprints can change a lot in a short time during development phase. Enroll the child’s fingerprints again.
  • Elder people can have dry and less elastic skin. This makes fingerprints harder to enroll and to recognize. Users in this group need to moisturize their hands before enrolling and using the device. They can also enroll the same finger more than once. This will make the recognition easier.
  • Manual labour, especially when it involves the use of chemicals and various cleaning liquids, can lead to damaged fingerprints. The quality of fingerprints can be improved by the use moisturizing hand creams and to increase the possibility of success it is recommended to enroll the same fingerprint more than once. In some extreme cases fingerprint are damaged beyond recognition and it makes more sense to use another solution, such as the Touchpad.
Instruction manual

Reporting errors:

If you have not found a solution to your problem in the frequently asked questions, send us an e-mail and our technician shall contact you as soon as possible. Include as much relevant information as possible in your message, in order to help us find a solution.

Complaints resulting from lack of knowledge about the use of a certain device are unjustified. In case of interventions due to unjustified complaints, the buyer covers expenses. If you are not sure whether a malfunction has occurred, we advise you to read the relevant directions and instructions for use that are available on this website.

REPORT AN ERROR