Knowledge Base

Support Policies

Digital Fingerprint (DFP) Missing from Helpdesk Realm

Scenario

On the Helpdesk or Self Service realm, you see the mobile device fingerprints, but not the browser fingerprints (or vice versa).

Cause

  1. The field "FP expiration length" is set inappropriately
  2. The field in the Data tab for "Fingerprints" is missing

Resolution

  1. The field "FP expiration length" must be set to 0 for helpdesk or self service realms. This is so the user can see all of the devices instead of only the devices that many days and newer.

    Example: If it is set to 4. This means that it will only pull up devices with registration 4 days or newer.
  2. Assign a database attribute field to hold the Fingerprint. Suggested field is "audio". See setup guide.

 

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