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When scanning IDs, make sure to finish the process before taking the ID document off the scanner.

A user of Keesing AuthentiScan reported the ID documents she scanned, were often given the status “Helpdesk” or “Error”. We looked into her case by inspecting her PC, settings, driver and scanner but there was nothing to be found. Then we asked the user to show us how she scans documents. The error came to light quickly. It appeared there was absolutely nothing wrong with the scanner or the software. The user, however, took the document off the scanner too quickly.

The moment she saw the copy of the ID document on screen , she took away the document, assuming that the scan was ready. We explained to her that the status at the bottom of the intake screen states  ” still scanning ” when she already removed the Id document. Reading the chip takes longer than copying the image (think of white light , IR and UV) .

Now scanned correctly (longer) the document was approved immediately. Problem solved!

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Sales & Consultancy Department +31 (0)20 7157 825

To find out what our solutions can do for your organisation and for further information, please feel free to contact our team of Sales Consultants.

How can we help you?

  • Customer Contact & Support
    +31 (0)20 7157 800 (Europe)
    +1 855 306 9875 (USA)
  • Helpdesk
    +31 (0)20 7157 857
    Monday – Friday: 08:00 – 18:00 CET
  • Sales & Consultancy Department
    +31 (0)20 7157 825 (Europe)
    +1 855 306 9875 (USA)
  • Knowledge & Education Center
    ID Academy
    +31 (0)20 7157 838