Troubleshooting - Giesecke & Devrient StarSign Key Fob Manuel De L'utilisateur

Troubleshooting

Problem
Fingerprint is not recognized
Device is not switching on
Device pairing lost.
Device not found via BLE.
Device not found via BLE
and the device is plugged in
with the USB cable.
Connection in the
Companion App interrupted.
If the StarSign Key Fob or
the BLE pairing is reset via a
smartphone, other paired
smartphones cannot
connect anymore.
Device is not charging with
the USB cable.
StarSign Key Fob User Manual, Public
Cause
Finger structure is damaged
and cannot be read.
Finger is not properly
positioned on the sensor
The sensor surface is dirty
or wet.
Battery is empty
The StarSign Key Fob was
paired with too many smart-
phones/PCs and old
pairings were deleted in the
StarSign Key Fob storage.
The StarSign Key Fob is not
in BLE mode
The device is in an idle
mode after long term
charging.
The StarSign Key Fob
switches off automatically
after 60 seconds inactivity to
reduce power consumption.
Other paired smartphones
cannot connect anymore
because they keep the
pairing information which
was deleted on the StarSign
Key Fob.
The device is in NFC mode
(button was just pressed
briefly)
What to do?
Please make sure that the
sensor surface is clean and
dry. Try all of your enrolled
fingerprints and position the
finger ideally in the upright
direction of the StarSign Key
Fob. Press the fingertip firmly
on the sensor until the LED
lights up in green or red. In
case of red, reposition the
finger. After several retries re-
start the device (switch off
and on).
Please re-charge the device.
Please delete the pairing in
your smartphone / PC
system settings and trigger
a new pairing with the
Companion App.
Please make sure that the
switch-on button is pressed
min. 3 seconds or plug in
the StarSign Key Fob with
the USB cable.
Restart the StarSign Key Fob
by re-plugging the StarSign
Key Fob with the USB cable.
Switch the device on again
and re-connect the StarSign
Key Fob.
Delete the BLE pairing with
the StarSign Key Fob on all
the other smartphones and
re-establish the pairing.
Switch off the device and
then plug in the device with
the USB cable. The device
is automatically switched on
after plugging and is
charged.
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