Face Not Recognised
Practical fixes for when the kiosk does not recognise a worker's face, from re-enrolling with AdaVision ID to adjusting thresholds.
Why Does This Happen?
The most common reasons the kiosk fails to recognise a face.
Facial recognition on the kiosk works by comparing the live camera image against the stored face data for each worker. When the system cannot find a confident match, it means the live image looks too different from the stored version. This is usually caused by environmental factors rather than a problem with the system itself.
The face is in shadow, backlit, or the room is too dark
The worker is looking away from the camera or standing too far
Sunglasses, hat, or significant change since registration
The worker has not registered their face yet
The original registration was done in poor conditions
Fix 1: Improve the Lighting
Good lighting is the single most important factor.
Lighting makes or breaks facial recognition. The system needs to see the worker's face clearly, with even lighting across the entire face. Here is what to aim for:
Light behind = face in shadow
Light in front = clear face
Fix 2: Face the Camera Directly
The camera needs to see the full face, not a side angle.
For the best recognition, workers should look directly at the camera with their whole face visible. If they are turned to one side, looking down, or standing at a sharp angle, the system may struggle to match their face.
If workers are rushing past the kiosk, remind them to pause for a moment and look at the camera. Recognition only takes a second or two, but the camera needs a clear, still image.
Fix 3: Remove Sunglasses and Hats
Some accessories can interfere with recognition.
Accessories that cover significant parts of the face can make recognition difficult. Here is what to keep in mind:
Remove them — dark lenses hide the eyes, which are a key recognition area
Remove or push back — they can shadow the face and hide the forehead
Usually fine — the system handles normal prescription glasses well
Remove briefly for recognition — they cover too much of the face
No issue — clothing does not affect face recognition
Push back slightly so the face is fully visible
If a worker registered their face while wearing glasses, they should ideally wear glasses when clocking in too (and vice versa). Consistency helps the system match accurately.
Fix 4: Re-Register the Worker's Face
Start fresh with a new face registration.
If a worker's face was originally registered in poor conditions (bad lighting, wrong angle, or wearing accessories), re-registering often solves persistent recognition problems. This clears the old face data and captures a fresh set in better conditions.
Open the worker's profile
In the manage portal, go to Workers and click on the worker who is having trouble.
Clear their face data
In the worker's profile, find the Face Registration section and click Clear Face Data. This removes the stored face descriptor.
Worker re-registers at the kiosk
The next time the worker visits the kiosk, they will be prompted to register their face again, just like their first day. Make sure the lighting is good and they face the camera directly.
Verify recognition
After re-registering, have the worker step back and try clocking in to confirm the new registration works well.
When re-registering, make sure the conditions are ideal: good front lighting, face the camera directly, no sunglasses or hats. A high-quality registration makes all future clock-ins smoother.
Fix 5: Use PIN Fallback
An alternative method if face recognition keeps failing.
If a worker consistently has trouble with facial recognition (for example, due to working conditions that make it impractical), they can use a PIN code to clock in instead. PIN entry is always available as a fallback on the kiosk.
Enter your Employee ID and PIN to clock in
Try face recognition instead
Workers can switch to PIN entry by tapping the "Use PIN" link on the kiosk screen. They need their Employee ID and PIN, which can be set up in their worker profile.
Understanding Confidence Scores
What the percentage means and how to improve it.
Every time the kiosk matches a face, it assigns a confidence score. This score tells you how certain the system is about the match. Low scores usually indicate an environmental issue that can be fixed.
Strong match. Good conditions. No action needed.
Probable match. Check lighting and angle. Consider re-registering.
Weak match. Re-register the face in good conditions. Try PIN as a backup.
If a worker consistently scores below 70%, clear their face data and have them re-register in ideal conditions (good lighting, facing the camera, no accessories).
Best Setup Tips for Reliable Recognition
Get the kiosk positioned for the best results.
A well-positioned kiosk with good lighting can achieve 90%+ confidence scores consistently. Spending a few minutes getting the setup right will save your team time every day.
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