A student may use the same entrance every day yet occasionally remain unrecognized. This does not always indicate a software fault. Enrollment photos, lighting and camera placement can affect matching. Start by identifying which students, times and devices are involved.
1. Is one student affected or everyone?
If only one student is affected, review that enrollment record first. If many students have difficulty at the same kiosk, check shared conditions such as lighting, the camera feed and connectivity. Note when the problem started and whether anything changed recently.
2. Review enrollment photos
The face should be clear, large enough and facing forward where possible. Blurred, dark, heavily filtered or obstructed photos can make comparison harder. If the student's appearance has changed significantly, update photos through your institution's normal process. Check that each photo belongs to the correct student.
3. Check lighting and camera angle
A bright window behind the student can leave the face in shadow. Position the camera away from strong backlighting and test at different times of day. A camera mounted too high or too low can create difficulties for students of different heights. Use the live view to establish a suitable standing distance.
4. Verify the camera and student record
Check that the lens is clean, the correct camera is selected and the video feed is stable. Confirm that the student belongs to the correct institution, has an active record and has completed enrollment photos. Review connectivity for steps that require an internet connection.
5. Distinguish failed recognition from an incorrect match
An undecided result and another student's name are different problems. Do not approve an incorrect name; report the time and device to support. Arbitrarily lowering recognition thresholds can increase the risk of incorrect matches. BE Soft uses a cautious approach when the distinction is unclear, so a controlled retry or staff verification may be appropriate.
6. Retest under normal conditions
After making a change, repeat the student's entry test. Observe results during busy arrivals and different lighting conditions. If the problem continues, contact support with device details, the time and checks already performed. Review test attendance events to avoid incorrect parent notifications.
Get support for your institution
Reliable face recognition starts with clear enrollment photos and a suitable entrance layout. Contact BE Soft to review your records and devices and plan the troubleshooting process.