IDEMIA Android L1 RD Service – Standard Operating Procedure

(SOP)
Troubleshooting Guide for UIDAI Complaint RDS Version 1.1.1 enabled with Fake Finger Detection

Latest Compliant versions – Device FW – 06.03.c, Android – 1.0.3

Introduction
• This document serves as a guide for end users and support teams, detailing common issues encountered while using
the IDEMIA L1 RD Service along with their resolutions.

• It provides essential guidelines to help users minimize field issues, with a particular focus on Error 730, which often
results if the fingers are dirty, having cuts on it, too dry, too moist or if the sensor area is scratched or damaged or
having spot marks on it.

• Additionally, it includes a Standard Operating Procedure (SOP) for finger placement & cleaning and maintaining
devices in good condition to ensure best capture performance and capture good quality images for authentication.

Note: As part of technical and functional upgrades aligned with the latest UIDAI guidelines, device security has been
strengthened as part of technical and functional upgrade.

Important points to remember

• In the latest RD Service update, ensure the finger remains on the sensor until the LEDs stop glowing or a successful
capture message appears on the screen.

• Proper finger placement and alignment on the scanner are crucial for a successful fingerprint capture. Ensure fingers
are positioned correctly without movement and remain stable until the process is complete. For detailed guidelines,
refer to the document below.

• The latest RD Service is compatible only with the latest firmware and vice versa. Using an outdated firmware version
with latest RD or Outdated RD Service with Latest FW, may lead to authentication failure, resulting in a "500 error" or
"encryption failed" message.

Standard Operating Procedure (SOP) for Device Maintenance and capture

To ensure optimal scanner performance and minimize field issues, please follow these steps:

1. Cleaning the Scanner Surface

• If dust or sand is present on the sensor area, gently remove it before cleaning.

Recommended Cleaning Materials:

• Microfiber optics cleaning cloth – Use an anti-static microfiber cloth to wipe the fingerprint scanner.

Microfiber cleaning cloth

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Materials to Avoid while cleaning the sensor as it is very sensitive.

• Abrasive materials (e.g., rough cloths, paper towels)

• Alcohol, acids, bleach, chlorine, soda, or quaternary ammonium

• Harsh detergents or industrial cleaners

Reminder: Using prohibited cleaning agents may permanently damage the scanner and device may not capture correctly.

2. Removing Latent Fingerprints (A fingerprint left behind by a finger that was previously placed on a surface)
• IF the sensor is not cleaned and used over time, Leftover fingerprints can make low quality image capture.

• Use a soft cloth to gently remove spot marks.

• If necessary, lightly wet the cloth with water before wiping.

3. Checking for Scratches and Marks

• Regularly inspect the platen area for scratches, cracks, or other marks.

• Any visible damage can interfere with the image quality required by Scanner for accurate recognition and fingerprints
may not be captured.

• If damage is present, replace the scanner to maintain compliance with quality standards.

4. Finger Placement Instructions

• Make sure that the finger is clean and free from dust.

• If the finger is too dry use water or wet wipe to slightly moist and then clean it with cloth then use to capture.

• Due to new feature enhancement in the latest version of the RD service, do not remove the finger until the capture
message shown on the screen

• Finger should be stable while placed on the scanner, any moving finger would result in capture failure.

Best Practices for proper finger placement are following:

1. Ensure the finger is clean and slightly moistened before placing it on the scanner.

2. Position the finger correctly – Place the finger in the designated direction.

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 3. Maximize surface contact – Ensure the entire fingerprint surface touches the scanner.

4. If scratches are present on the sensor area, try positioning the finger where scratches are minimal.

5. If your fingers are not getting captured, try applying pressure by pressing your finger slightly harder on the sensor
using your other hand’s palm.".

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Case 1: Capture Process Fails with Error Code 730
Description:
Error Code 730 During Biometric Capture

Possible Causes:
• Finger is not positioned correctly on the device.

• Finger is dirty, too moist, too dry, has cut marks, or has flat fingertips.

• Finger is removed before the capture process is completed.

Steps to Optimize Successful Capture:

1. Ensure proper finger positioning as per the recommended guidelines.

2. Do not remove your finger until the system prompts of a successful capture. It may take few seconds to complete.

3. If one finger fails to capture, try using alternate fingers.

4. Inspect the platen area—if it is rough, scratched, spotted or damaged, then the fingerprint images may not meet
the quality parameters, and the capture may fail. In such cases replacing the damaged device with a new one is
recommended.

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Case 2: Error code 500 (Invalid encryption of session key)
Description:
The encryption fails while capturing biometrics.

Possible Causes:
• Outdated device firmware version with Latest RD Version 1.0.3.

• Outdated RD Service with Latest FW Version 6.03.c.

Resolution:
1. Verify that the device firmware version is 6.03.c.
o Check the RD Service versions installed on the system corresponding to Latest RDS Version 1.1.1, for the
Android RD app version is 1.0.3
o Check the latest version as below:
• Open the MSO1300E3L1RD Service app and click on the ‘i’ button on the top right of the RD

• Ensure that the Firmware and RD Service are up to date; if not, update them to the latest version.
• Restart the RD Service and attempt the capture process again.

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Case 3: Firmware Update Not Successfully Completed or Device Not Getting Ready
After Update
Description:
• The firmware update fails to complete successfully.

• The firmware update completes, but the device is not ready.

Possible Causes:
• Device plugged out during update process.

• The required firmware version is not installed.

Resolution:
1. Retry updating the Firmware using the provided Firmware update manual. For retry use the below:

o Use the "Firmware Update" button in the RD service application by clicking 3 dots on top right of the application.

• After successfully updating the firmware, disconnect and reconnect the device.
• Restart the RD Service and verify if the device is recognized.
• Refer to the Firmware Update Manual for detailed update instructions.
• If the issue persists, review the logs for errors and escalate to L1/L2/L3 support as needed.

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General Troubleshooting Tips:
• Ensure that the latest RD Service version is installed, and the device firmware is updated to version 6.03.c.
• Restart both the device and RD Service before retrying any failed operation.
• Confirm device connectivity, including USB cable, port, or Bluetooth connection.
• Check whether any antivirus or security software is preventing the RD Service from connecting to the
management server.
• If the issue persists after multiple attempts, gather logs and escalate to L1/L2/L3 support.

For additional support, contact the L1/L2/L3 support team with logs and a detailed description of the issue.

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