Troubleshooting: SessionGuardian Desktop Uses the Wrong Camera During Photo Registration

Version Affected: SessionGuardian Desktop
 
 

Overview

When registering a profile photo in SessionGuardian Desktop, the photo may be captured using the wrong camera, which can cause the photo to fail identity verification.

Cause

To pass identity verification, a user's registration photo must be taken with an external webcam rather than the device's integrated camera. SessionGuardian Desktop may default to the integrated camera, which does not meet the quality or security standard required for identity verification.

Resolution:

To retake the photo with the correct camera:

1. Switch the active camera in SessionGuardian Desktop: go to the system tray and double-click the SessionGuardian Desktop icon.
2. In the camera settings, switch from Integrated Camera to External Camera.
3. Open the photo registration invite email and take the photo in a well-lit room using an external webcam.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.