I can't log in because there's an error message like, "You don't have the necessary role to access this resource."
It looks like you have the correct email and password, but your role is incorrect. In Hub, assign the Desktop User role to your user profile. Desktop and Hub share your user profile. In Hub, if you assign the Desktop User role to your user profile, Desktop will recognize it so you can log in.
After I log in, why is there no scanner connected?
You might see this message when you log in for the first time immediately after installing Desktop. Click Connect Scanner, and then follow the instructions to Select a scanner.
After I log in, why does the selected scanner type say N/A?
This could be the result of installing or reinstalling Desktop. See Select a scanner.
After I log in, why is the incorrect scanner selected?
Scanner selection depends on the PC. It is not user dependent. While various users can log in on the same PC, the selected scanner remains the same. See Select a scanner.
I scanned a barcode, but why does a message say something went wrong?
You might have accidentally scanned the wrong type of barcode, probably a 1D barcode. You need to scan a 2D barcode instead. Compared to a 1D barcode, a 2D barcode is bigger and has more dots. If you try again and get the same message, it might help to cover the 1D barcode with your finger, and then retry.
On a Mac when I start Desktop, why does an error say it cannot be opened because the developer cannot be verified?
Click Cancel on the error message. On the Mac, go to settings, and then select Privacy and Security. Scroll to Security, and then click App Store and identified developers. Next to the message that describes how Desktop was blocked, click Open Anyway. The error message appears again. Click Open to start Desktop.
Why do I see the message "Failed to capture image. Please try again"?
The scanner is not properly configured or the connection was lost. Double-check the scanner connection. Or Update the scanner.
Why is my scanner not capturing the ID?
Check the power supply. Most scanners draw power from the USB connection. A few scanners, such as the E-Seek M500, have a separate power supply.
My scanner is powered on, but why is it still not capturing the ID?
Check the scanner selection. Make sure the scanner you have connected to the PC is the same as the selected scanner in Desktop. For example, if you connect an E-Seek M280, make sure that scanner is selected. See Select a Scanner.
Why does it say "Photo not available" in a cardholder image box?
This is a placeholder image with the text "Photo not available." It is not an actual photo of the captured ID or selfie. This placeholder image appears in a Cardholder Images box if a transaction did not require the front, back, or selfie photos. For example, if a Desktop transaction required a barcode-only scan, then Cardholder Images shows placeholders for Front Photo, Back Photo, and Face Photo.
Why does it say "Document unrecognized. Could not perform OCR"?
This message appears in Cardholder Information if the ID is unrecognized as a government-issued ID or if we detected a problem. This prevented us from performing OCR on the submitted image.
