It is not possible to erase all the fingerprints stored in the biocard without erasing the data content.

However, it is possible to erase non-administrator fingerprints while in multiple fingerprint environment with Raptor™ PRO. It is also possible to re-enroll fingers without altering the data content. Please refer to the Raptor™ user guide for additional information.

You can erase the content of your data as well as your fingerprints with Raptor™. Erasing the biocard is as simple as selecting the Unenrollment Button on Raptor's main page. Please, refer to the Raptor user guide for additional information.

The first key to a good authentication is to relax and have consistent, repeatable finger placement and pressure when you apply your finger to the sensor.

When your fingers are relaxed, apply one of the fingers that you have enrolled on the sensor with a slight pressure. If the LED is not turning red but you still did not authenticate, you may move your finger around slightly on the sensor until the LED is steady green.

If you regularly encounter this issue, we recommend that you user Raptor to re-enroll your finger(s) or reduce the authentication threshold.

The first key to a good enrollment is to relax.

When your fingers are relaxed wake up your card on a reader, and then proceed with the enrollment of your two fingers starting with the finger that fails to enroll first. Follow the enrollment instructions and try to place your finger applying a slight pressure to the sensor. When the LED is on, put your finger on the sensor. When the LED is off, take your finger off the sensor. When the LED flashes Amber, you must apply the second finger and repeat.

If you get an Error light (Status LED flashes red) during enrollment, one of the following errors have been detected:

• Timeout: finger on too long, finger off too long
• The second finger matched the first finger enrolled
• The card has requested over 8 applications of the same finger. You can get an error if the sensor does not get a proper match of your finger.  Be careful to place the finger in the same location and with same pressure for all the finger applications. Repeatable placement is very important to matching.

If the issue persists, you may try to enroll other fingers.

If necessary, refer to the Raptor user’s guide to decrease the enrollment quality thresholds.

Make sure that your battery is charged enough to transmit the ID to the reader. If the battery LED turns on, charge your biocard.

If your biocard is charged, you need to use Raptor to diagnose this issue. Raptor supports multiple 125 KHz radio protocols, you need to make sure that the card ID you programmed was set with the correct protocol. Please refer to your Raptor documentation in order to program your biocard with the correct RF protocol (such as AWID, PROX).

If your biocard still does not open the door after re-programming it, gather the biocard information with Raptor and send them along with a detailed message to support@mydigitaldefense.com.

Try extracting your biocard information with Raptor. If your biocard wakes up to the reader/writer, send the information to support@mydigitaldefense.com along with your reader information.

If your card failed to wake up to the reader/writer you may try to charge your biocard. If the issue persists, send the biocard to Digital Defense Group for service.

In order to enroll your fingerprints you have to wake up your biocard first.

Slide your biocard over a 125 kHz or an active 13.56 mHz reader. This will wake-up the biocard and the status LED flashes amber.

Follow the enrollment procedure provided by Digital Defense Group.  If the status LED flashes green instead of amber when awakened then the biocard is already enrolled.   If the status LED is red then there is a problem detected on the biocard that must be resolved before enrollment can proceed.

Digital Defense Group recommends a desktop reader for ease of use during enrollment.

There are three different modes for running Raptor™:

• With your password and custom license file (Raptor features are enabled according to access level purchases, and works with biocards specifically licensed to you).
• Using "demo" as password (Raptor runs with features enabled and works only with Demonstration biocards).
• Pressing the orange pentagon below password box (Raptor runs with features enabled, but does not communicate with biocards).

In Raptor™, click the “Modify the biocard settings (post-deployment)” button. Set your biocard on top of the reader.

Once the biocard is connected, lower the “Security Threshold” and save your new settings by clicking on the "Write” button.

Proceed with an authentication as stated in our documentation and training videos.

In Raptor™, click the “Modify the biocard settings (post-deployment)” button. Set your biocard on top of the reader.

Once the biocard is connected, lower the “Fingerprint Quality” and save your new settings by clicking on the “Write” button.

Proceed with the enrollment as stated in our documentation and training videos.

Make sure that the biocard wakes up to the reader. If the card wakes up go to the “Help\Biocard Information” and try to retrieve the information from the biocard.

If you are in Demo mode, your biocard may not be a demo biocard. You need to register your version of Raptor™ by using the download section of our website.

If you obtain the message “Biocard keys do not match Raptor license,” this means that the biocard is not licensed to run with this installation of Raptor.  Please check that you are using the correct password. You may need to contact Digital Defense Group support team at support@mydigitaldefense.com.

Contact other Raptor™ administrators to check if they can help you by using their own card to login or entering the correct password.

If you have used the "Register Biocard" feature from the Tools menu, you can present your authenticated biocard to enter the password.  Once within Raptor again, you can change the password, and repeat the Register Biocard feature to save this new password to your biocard.

If you are the main administrator, you should be able to reset your password to the default password by registering your original license key. Digital Defense highly advises to store the original registration file to a secure place.

In order to avoid this situation we highly recommend loading the password to the administrator’s card with the Register Biocard option from the Tools menu.

If your problem persists, you can contact us at support@mydigitaldefense.com.

If you purchased a demo kit from Digital Defense Group, you should be able to unlock Raptor™ with the password “demo." Then go to Help, Biocard Information, and hold your card over the 13.56 MHz reader. This should get the status information from your biocard. If you get the error message, "Biocard keys do not match Raptor license," this tells you that you need different licensing information to communicate with your biocards.  You will need to use the password assigned with the licensing file.

If you have a login access to our Download Website, make sure that you uploaded the Raptor license generated for your PC. This license file comes with a password electronically provided by Digital Defense Group.

If you downloaded Raptor from our website and do not currently own a biocard, you can bypass the login window and click on the pentagon logo to run Raptor in "demo mode without biocards".  Communications with biocards are disabled in this mode.