Description: A general error has occurred due to an unexpected failure in the application. This could stem from system instability, conflicting background processes, or corrupted session data.
Resolution Steps:
Close and relaunch the app to reset the current session.
Ensure Bluetooth and other required permissions are granted.
Check your internet connection and try again.
Update the app to the latest version, if available.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The app has successfully initiated a Bluetooth connection with the device. This is a confirmation message, not an error.
Resolution Steps:
No action needed. Continue with the authentication or registration process as prompted.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The app failed to establish a Bluetooth connection with the biometric device. This may occur if the device is out of range, already connected to another phone, or not powered on.
Resolution Steps:
Ensure the Bluetooth device is powered on and nearby.
Turn off and then turn on Bluetooth on your phone.
Disconnect the device from other apps or phones.
Restart the app and attempt to reconnect.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The connected device does not match the one previously registered to your account. This may happen if you’re attempting to use a different or unregistered device.
Resolution Steps:
Make sure you are using your own registered BYTESEAL biometric device.
If you’ve received a replacement device, re-register it through the app.
Avoid pairing or using someone else's device.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: An internal Bluetooth-related operation failed unexpectedly during communication or data transfer.
Resolution Steps:
Turn Bluetooth off and then back on.
Restart your phone to clear any temporary Bluetooth glitches.
Ensure no other devices or apps are interfering with the connection.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: Your phone’s Bluetooth is turned off, unavailable, or not supported by your hardware or operating system.
Resolution Steps:
Enable Bluetooth from the system settings.
Exit Airplane mode if it is turned on.
If the device lacks Bluetooth support, try using a different compatible phone.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The fingerprint authentication failed, and the system will retry automatically in a few seconds. Common causes include poor finger placement or sensor issues.
Resolution Steps:
Place your finger properly, covering the scanner evenly.
Ensure your finger is clean and dry.
Wait for the system to retry, or cancel and manually retry if prompted.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The Bluetooth connection was lost after it was previously established. This could result from the device going out of range, being powered off, or interference.
Resolution Steps:
Ensure the device remains close and has enough battery.
Do not switch apps or disconnect the device manually during operations.
Reconnect the device from within the app.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The Bluetooth device sent data in a format that was unrecognized or corrupt, likely due to firmware or communication glitches.
Resolution Steps:
Unpair and re-pair the device.
Restart both the phone and the device.
Ensure your biometric device firmware is up to date, if applicable.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The system expected fingerprint data but did not receive it from the biometric device. This can happen if the finger was not placed in time or communication was interrupted.
Resolution Steps:
Try again, placing your finger as soon as prompted.
Ensure the sensor surface is clean.
Wait for the app prompt before placing your finger.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The app was unable to retrieve or identify the connected device. This could indicate a pairing issue or unstable Bluetooth connection.
Resolution Steps:
Check if the device is paired and powered on.
Reboot the phone to refresh system services.
Ensure location permission is granted (especially required for BLE on Android).
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: Device registration failed, possibly due to server communication issues, duplicate entries, or missing device details.
Resolution Steps:
Make sure you are connected to the internet.
Retry the registration process after restarting the app.
If the issue repeats, clear app data or log out and log back in.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The user or device ID entered was not found or considered invalid during registration or authentication.
Resolution Steps:
Recheck the ID you are using.
Ensure you are logged in with the correct account.
Contact support if you believe the ID should be valid.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The ID you are trying to register already exists in the system. This typically happens when trying to re-register an already configured device or user.
Resolution Steps:
Avoid registering the same ID again.
Contact support if you need to reset or replace the existing record.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The fingerprint scanned does not match any record associated with the current account. This can occur due to incorrect finger placement or attempting with an unregistered finger.
Resolution Steps:
Retry with the correct registered finger.
Ensure finger placement is firm and centered.
Re-register your fingerprint if recognition consistently fails.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: The fingerprint being registered is already present in the system, linked to an existing ID.
Resolution Steps:
Use a different finger if registering a new fingerprint.
Avoid using the same finger under multiple identities.
If the problem persists, please share the log files using the Troubleshoot option from the left menu.
Description: No fingerprint input was detected when it was expected. This often results from not placing your finger within the required timeframe.
Resolution Steps:
Properly follow the instructions as mentioned in the video below. (https://youtu.be/W-I6e_62DXA)