VisionID Troubleshooting
Use this guide for problems that can be resolved from the client interface. Contact PowerMind support for service, deployment, database, or identity-provider problems.
| Symptom | What to check |
|---|---|
| VisionID is not visible in Studio | Confirm the selected project and ask an administrator to verify tool access. |
| Sign-in or access is denied | Sign in again with your organization account. If the problem continues, contact your administrator. |
| Camera does not start | Allow camera access in the browser and use the secure Studio URL. Close other applications using the camera. |
| No face is detected | Use a clear, front-facing image with adequate lighting. |
| Multiple faces are detected | Retake or crop the image so only one face is visible. |
| Enrollment already exists | Search existing identities and follow the approved update or re-enrollment process. |
| No match is returned | Confirm that the person is enrolled and retry with a clearer image. Do not repeatedly lower acceptance standards. |
| Liveness check fails | Keep the face centered, follow the on-screen prompt, and retry in better lighting. |
| An audit entry or result looks incorrect | Record the time, user, action, and visible error, then contact support. |
Information to provide to support
Include:
- the Studio project;
- the approximate time of the problem;
- the workflow being performed;
- the visible error message;
- the browser and device type; and
- a request or audit identifier, if the interface displays one.
Do not send passwords, access tokens, biometric templates, or unredacted personal data in a support message.