Facial recognition in Kiosk: how to troubleshoot biometrics and punches

Facial recognition on Kiosk Tablet depends both on the biometrics registered for the employee and on the conditions in which the employee’s face is presented to the camera, as well as the device’s own settings.

If you experience difficulties registering biometrics, recognizing an employee, or completing a punch, review the scenarios below before registering the employee’s biometrics again.

Before you start: check the environment and positioning

Image quality is important both during the initial registration and subsequent punches.

For a good capture:

• Use a well-lit location, preferably with the person facing the light;
• Avoid strong light behind the person or shadows over the face;
• Keep the face centered, occupying a large portion of the capture area;
• Keep the head upright and look directly at the camera;
• Keep the eyes open and visible;
• Avoid sudden movements during capture;
• Do not stand too far from or too close to the tablet;
• Prefer a neutral expression or a natural smile.

The official biometric registration process also recommends that the employee remain in a well-lit environment with their face clearly visible during capture.

Avoid accessories that cover or alter the appearance of the face

During biometric registration and when using facial recognition, keep the face as unobstructed as possible.

Avoid:

• Caps;
• Hats;
• Helmets;
• Masks;
• Sunglasses;
• Prescription glasses during registration;
• Hair covering the eyes.

Accessories or other elements covering important parts of the face may make image capture and recognition more difficult.

A good practice is to complete the initial registration without accessories, keeping the face completely visible.

Biometrics are not registered during First Access

The initial registration is completed directly on the Kiosk. The employee must already be registered on the platform.

On the tablet:

1. Tap First Access;
2. Enter the first digits of the employee’s CPF or another Kiosk Access ID configured by the company;
3. Tap Take a photo;
4. Position the face correctly;
5. Review the image;
6. Tap OK to confirm or Retake to take another photo;
7. Wait for the registration to load and complete.

If the identifier entered is not accepted, check which access ID is configured for the Kiosk, such as CPF, PIS, or Employee ID, and confirm that the employee is entering the corresponding information.

How can I tell whether the employee already has biometrics registered?

Before requesting a new registration, check whether biometrics are already associated with the employee.

1. Go to People;
2. In the upper-right corner of the list, open the column selector;
3. Enable the Biometrics column;
4. Locate the employee.

When biometrics are registered, the column displays a photo icon. Hover over it to view the image. A dash indicates that no biometrics have been registered yet.

Biometrics exist, but the face is not recognized

If the registration appears on the platform but the employee frequently has difficulty being recognized, start by checking the conditions of use:

1. Clean the tablet camera;
2. Make sure there is adequate lighting;
3. Remove any objects covering the face;
4. Position the face directly in front of the camera;
5. Avoid standing too close or too far away;
6. Wait a few seconds without making sudden movements;
7. Try again.

When punching, the employee should position their face in front of the camera and wait for recognition before continuing with the punch. The official guidance also recommends checking the lighting when recognition fails.

The registered photo is poor quality or no longer represents the employee well

If the biometrics were registered with a low-quality image or need to be replaced, remove the current biometrics and perform a new registration.

On the computer:

1. Go to People;
2. Open the employee’s profile;
3. Go to Settings;
4. Scroll to Registered biometrics;
5. Hover over the photo;
6. Click the Remove trash can icon;
7. Click Save.

After that, the employee must register their face again using First Access on the Kiosk. Removed biometrics are no longer available for recognition.

When taking the new photo, follow the lighting, positioning, and accessory recommendations described in this article.

What should I check when Liveness Check is enabled?

Liveness Check is a Kiosk device setting used to increase the security of image capture. It can be enabled or disabled in the tablet settings and requires a camera with at least 5 MP.

To check:

1. Click your initials or profile picture in the upper-right corner of the platform;
2. Go to Settings;
3. Open Kiosk Settings;
4. Select the tablet being used;
5. Locate Liveness Check;
6. Check whether the setting is enabled and whether the device meets the camera requirement.

If the tablet does not have a camera that meets the Liveness Check requirement, review this setting before treating the situation as a biometric failure.

The environment is dark and facial recognition is having difficulty

In addition to the physical lighting of the location, Kiosk has an Ambient Brightness Level setting with Low, Medium, High, and Super High levels. This option is available in the individual device settings.

To check:

1. Go to Settings > Kiosk Settings;
2. Select the tablet;
3. Locate Ambient Brightness Level;
4. Check the setting being used on the device.

Even with this setting available, keep the tablet in a properly lit environment and avoid installing the device directly facing a strong light source or in a very dark area.

There are employees with very similar faces

Kiosk has a Similar Faces setting, which provides more precise differentiation between similar faces and helps prevent recognition conflicts.

To check:

1. Go to Settings > Kiosk Settings;
2. Open the tablet being used;
3. Locate Similar Faces;
4. Review whether the option is enabled according to the device’s needs.

This setting is especially relevant when the system has difficulty distinguishing people with similar facial features.

Biometrics were registered, but the tablet still shows an error

In addition to the registered image, check the device synchronization.

Under Kiosk Settings, you can review information such as:

• Last image sync;
• Last successful sync;
• Number of registered employees;
• Number of biometric failures identified on the device.

The panel also includes the Biometric data synchronization option, which can be configured for the tablet.

If biometrics were just registered or updated, check this information before concluding that the new registration did not work.

Tips and troubleshooting

• The face does not fit in the frame: center the face, keep the head upright, and avoid standing too close or too far away;
• The camera takes too long to recognize the employee: check the lighting, clean the camera lens, and make sure nothing is covering the face;
• The employee wears a helmet, cap, or mask while working: remove these accessories during registration and facial validation;
• The registered biometrics are poor quality: remove the current photo and complete a new registration;
• The employee does not appear to have biometrics: check the Biometrics column under People;
• Liveness Check is enabled: confirm that the tablet has a camera of at least 5 MP;
• Several people with similar faces are having difficulties: review the Similar Faces setting;
• The new registration did not reach the tablet correctly: check synchronization information and biometric failures under Kiosk Settings.

Best practices

• Install the tablet approximately at eye level to make positioning easier; this position is also recommended for the official biometric registration process.
• Keep the camera lens clean.
• Avoid dark locations, backlighting, and strong shadows;
• Complete the initial registration without accessories covering the face;
• Instruct the employee to look directly at the camera;
• If the first photo is not suitable, use Retake before confirming;
• Before deleting biometrics, confirm that a new registration is actually necessary;
• Monitor tablet synchronization and biometric failures when recurring issues occur.

Frequently asked questions

1. What should I do when Kiosk does not recognize an employee’s face?
   First, check the lighting, face positioning, camera cleanliness, and whether anything is covering the face. If the problem continues, check whether the registered biometrics are suitable and, if necessary, remove them and register them again.
2. Can an employee register biometrics while wearing a cap or helmet?
   The recommendation is to complete registration with the face completely visible, without caps, hats, helmets, masks, or other accessories that may interfere with visibility.
3. Can glasses interfere with registration?
   For a cleaner base image, the best practice is to complete registration without glasses, leaving the eyes and other facial features completely visible.
4. How can I tell whether the employee already has biometrics registered?
   Under People, enable the Biometrics column. A photo icon indicates an existing registration; a dash indicates that no biometrics are registered.
5. How do I register the employee’s biometrics again?
   Remove the current biometrics under People > employee profile > Settings > Registered biometrics, click Remove, and then Save. Then complete First Access again through the Kiosk.
6. What is Liveness Check?
   It is a Kiosk setting that increases the security of image capture. To use it, the tablet must have a camera of at least 5 MP.
7. Where can I check whether Liveness Check is enabled?
   Go to Settings > Kiosk Settings, open the device, and locate Liveness Check.
8. Is there a setting for environments with different lighting levels?
   Yes. Each Kiosk has an Ambient Brightness Level option with Low, Medium, High, and Super High levels.
9. What should I do when two employees have very similar faces?
   Check the Similar Faces setting on the device. It is designed to improve differentiation between similar faces.
10. Biometrics were registered, but they still do not work on the tablet. What should I check?
    Go to Kiosk Settings and check the last sync, last successful sync, and the number of biometric failures on the device.
11. Can I register biometrics directly from the computer?
    No. Facial registration is completed through Kiosk Tablet. From the computer, you can review and remove existing biometrics.