FAQ - Frequently Asked Question
FAQ
Jason Klein
Last Update 3年前
WhoYou FAQ
Question
DHA is Unavailable or down?
Answer
Services to DHA have been affected and are down, DHA services is provided by a WhoYou vendor, we are in direct communications with the vendor as well as some proactive monitoring. The WhoYou Support team will escalate to the DHA vendor.
Please inform WhoYou Support team at [email protected].
Question
What are the common Network issue
Answer
404 Network connection not found, this is the most common error which relates to connectivity to our servers.
Check local connection and test PING to [email protected] - [email protected] through CMD.
Question
What if DHA is down?
Answer
DHA services is provided by a WhoYou vendor, we are in direct communications with the vendor as well as some proactive monitoring.
Please inform WhoYou Support team at [email protected].
Question
Why does my fingerprint device not work?
Answer
Ensure your fingerprint device is plugged in or try and switch USB ports, lastly you can try restart the computer.
The device will flash RED light on the capture windows when ready to scan.
Question
Why did the Fingerprint Quality check fail?
Answer
A fingerprint has failed the DHA verification.
Recapture is necessary.
Digital ID FAQ
Question
What is fingerprint scoring and how does it match?
Answer
using one-to-one fingerprint verification algorithm, the threshold varies according to the primary, secondary or tertiary features that were extracted and compared. If it fails to match it means that the score of matching zones was not sufficient due to the weighting/relevance of the zone. When it comes to one-to-one matching, especially with a primary indicator like an ID number, then the tolerance for a low score is much higher, because there is no likelihood that two prints from different parties would score more than 5 to 10 points with this algorithm.
A pass or a match could have a score of 50, but it could also have a score of 500 if both prints were of perfect quality and had lots of details extracted.
Question
My fingerprint does not match when trying a criminal check on Afiswitch application.
Answer
Provide your ID number and Company name to [email protected].
A Technical Agent will relink your profile allowing you to retry.
Question
What is a fingerprint.
Answer
A fingerprint is a patter on our fingers of groves and ridges which make up our fingerprint.
Question
Fingerprint Quality check failed
Answer
A fingerprint has failed the quality check.
Recapture is necessary.
Question
Duplicated Fingerprint
Answer
A fingerprint was found to be a duplicate (Already exists/Matches an existing print).
Request fingerprint deletion and recapture is necessary.
Question
How long does a check take?
Answer
Each Check type has a status pending, submitted, completed.
• Qualification can take up to 8 weeks.
• Afiswitch Criminal check takes 48hours for initial results then an additional 6 weeks for SAPS69 reports.
Question
What is the difference between Verification Prints and Criminal Fingerprints?
Answer
Verification Prints are captured for use by Digital ID to:
• All User biometric verification including login.
• Candidate Verification and Check Capture.
• Perform checks like DHA Fingerprint verification.
The Criminal check Fingerprints are for Afiswitch Criminal check process, these are captured using Afiswitch’s integrated software.
Question
Does Afiswitch Criminal Check allow checks on NON-RSA ID Numbers
Answer
Yes, process is exactly the same as for an RSA individual, ensure the country on vault creation is correct.
Question
Are the reports viewable by anyone?
Answer
No, reports for checks can only be accessed by login on the application and relevant company access.
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