manual > common problems

common problems

I. Problems with Customers and Solutions

  1. If customers just walk-in (or book 1 appointment for 2 people) and we do not have time to serve them (fully-booked), let them know that they will need to book an appointment at a later time for the service. 

  2. If customers complain about the service fee, let them know that it is our charge based on the reason for the fingerprints (it is fixed) and different fingerprints providers may charge differently. Specifically, if customers complain that local police just charge a much lower fee for the Police Certificate, that one is the name-based check, not the fingerprints-based check that we provide. 

  3. If customers complain about their poor-quality fingerprints, let them know that it is due to their skin conditions or physical disability, and we just capture the best possible quality of their fingerprints as how they are. If they think they can have better fingerprints at any other place, they can feel free to go there for the service. 

  4. If customers complain about the long processing time, explain to them that it rests with the RCMP, and we have no control over their application after we submit it to the RCMP. Please contact the RCMP for more information. 

  5. If customers do not believe in our services, explain to them that we are an RCMP-Accredited Fingerprinting Agency and we have the right to take and submit customers’ fingerprints to the RCMP. If they still ask for the proof of the Accreditation Letter, tell them to go to our website so they will find it. 

  6. If customers are not cooperating with us (drunk/racist/aggressive) or they do now follow the Covid protocol, we have the right to refuse the service or call police. 

  7. If customers are late and insist on being served right away, we have the right to refuse the service since it is their fault. 

  8. If customers are not satisfied with their photo that we take, let them know that photo is only used to confirm their identity and not going to be attached to any card. If they still insist on having a pretty/beautiful photo, let them know that we are not professional photographers, so they may have to book another appointment to come back later with their own photo and we will attach it to their application. 

  9. If customers ask too many unnecessary questions at the time they come for their fingerprinting service, just let them know that we do not have enough time to answer those questions at the time of service. They may look for the answers on our website or call our call center later for more information. 

  10. If customers are not good at English, we can help them to fill out the forms (except their signature or initials). Moreover, we do not need to explain everything to them (they may not understand) to save time. 

  11. If customers have really bad skin conditions or physical problems with their hands/arms that may prevent us from capturing good/acceptable fingerprints, we may have to explain to them or even refuse the service. 

  12. If customers refuse to provide us their IDs or Request Letters due to their privacy concern -> explain to them that it is the RCMP’s policy to check customers’ IDs and our policy to keep customers’ Request Letter for follow-up (regarding customers’ application) within 6 months then shred them right after that. If they still refuse to provide us, we have the right to refuse the service. 

  13. If customers do not have a Request Letter, we may not provide the service in some cases (Federal Job, Citizenship, Vulnerable Sector Check, Volunteer, etc.). 

  14. If customers only have one original ID at the time of service, they can show a photo of the second ID on their phone or a notarized copy it, to the technician. Otherwise, if they have 1 ID at the time of service and forget the other one at home, they can go home to take a photo of it and send it to the according office email address. Whenever we receive it, we will submit their fingerprints to the RCMP. 

  15. If customers only have 1 piece of acceptable ID, we can still provide the service as long as the technician can confirm customers’ identity. 

  16. If customers totally have no ID or they all are expired, we have to refuse the service.

II. SIS Problems 

1. Fingerprints application cannot go to Clearance Complete after being submitted for a while

  • Check if the Mode of Operation is checked as “Manual”. If so, switch to “Automatic”

  • Try to refresh the system by choosing the application and click “Retrieve”

  • If above actions do not help, call Filip at 905-963-1500 (Ext 102) to figure out

2. If customers only have the Given name or Last Name (not both) on their ID (Passport, PR Card):

  • We have to enter their full name on both the Given and Surname boxes in the system as instructed by the RCMP.

3. The applicant has a too long name:

  • If the last name is too long, enter as much as possible.

  • If the first and middle name is too long, separate those names in different Given name boxes (1 box can have multiple names)

4. Some of applicant’s fingers are unable to scan (amputated, permanently injured, etc.)

  • Choose those fingers to explain to the RCMP and no need to take those fingerprints

5. Applicant’s mailing address includes the P.O box:

  • Fill it after the Street Name (Exp: Main Street – P.O. Box 123)

6. Applicant’s residential address is not from Canada or the US:

  • Do not fill Province and Postal Code

7. Application is glitched:

  • Delete the application and create a new one

8. Printed confirmation for applicant to check is empty:

  • Photo has not been imported

9. Printed confirmation does not have applicant’s photo:

  • Check if the photo is imported and shown in the application. If it was, it is the printer problem and we do not have to worry.

10. If customer's fingerprints get rejected by the requesting organizations:

  • We can only try to capture the best possible fingerprints depending on the customers’ skin conditions.

  • If the customer’s skin condition is extremely bad, there is no way that we can capture good fingerprints. In that case, we must notify them and if they still would like to proceed, they have to sign a consent form.

  • If the consent form is signed, we still charge the fingerprinting service fee again for FBI/C-216C/Ink and we can provide a one-time complementary re-take of the RCMP fingerprints if their fingerprints get rejected (but the customer has to pay the $25 RCMP processing fee if applicable).

  • For the RCMP, if the applicant’s fingerprints got rejected twice, a paper submission to the RCMP via mail will be required. The list of documents to be sent to the RCMP are:

+ 2 hard copies of C-216C fingerprints taken by actual ink

+ 2 rejection letters printed off the SIS system

+ An explanation letter

+ A money order (if $25 of RCMP fee is applied)

+ Standard RCMP Third Party Consent Form (if the result is sent to a third party)

+ A volunteer letter (if applicable)

+ Mailing address:

R.C.M. Police

NPS. Bldg. Ident. Tower, ATTN DRIMS

73 Leikin Dr.



III. Typical IT Problems and Solutions

***Typical procedure: Fix the machine based on its own instructions/error messages -> If it still persists: Restart the machine -> If it still persists: search Google for solutions -> If it still persists: Consult the IT team for their support.

1. Computer

  • If anything unusual happens and prevents us from performing daily tasks (frozen, lag, black screen, etc.), try to reset the computer first -> If still, try to catch any hints (error messages, symptoms, signs, etc.) then search Google to find solutions -> If still, consult the IT team for support. 

  • If there are some error messages that keep showing up but do not prevent us from performing daily tasks -> Read them to see if they are essential -> Otherwise, just close the message windows and continue to work.

  • Cannot connect to the internet (But the internet itself is good): 

    • If it is a wired connection, check if the wire is completely plugged into both the computer and the modem (Try to unplug and plug in again). If it is good, check if the wire is damaged/broken.

    • If it is a wireless connection, check the internet status on the computer -> If it persists, disconnect then reconnect to the Wifi -> If it persists, choose Troubleshooting to let Windows fix it itself.

    • If still, search Google for solutions -> If still, consult the IT team.

2. Printer

  • Check the printer status to see if it is READY/CONNECTED or NOT READY/DISCONNECTED. 

    • If it is NOT READY - > Check for the error message and follow the instructions on the printer’s screen to fix it. If still, try to check if paper is jammed or short OR ink is installed properly OR paper tray and printer’s doors are closed properly. 

    • If it is DISCONNECTED -> Check the internet connection to see if the printer is connected with the modem firmly and correctly via wire. Otherwise, check if the computer and the printer are connected to the same wifi network. If it persists, try to remove then add the printer to the computer again. 

    • If still, search Google for solutions -> Consult the IT team. 

  • Scanning: The scan function may not work due to some reasons (see the error message on the Error Report from the printer):

    • Shared name not found: it is usually due to Windows Updates that all of the shared folders are disabled -> Enable all of the shared folders by running Scan file. 

    • Address not found: it is usually due to Modem reset so that the IP address of the computer gets changed -> contact IT team to set up Scan function again. 

    • URL is not correct: someone just changed the name/url of the scanned folder -> contact IT team to set up Scan function again or undo the name/url change.

3. Square Device

  • Not connected: Check if it is connected to the internet properly. If not, try to reconnect the device to Wifi or restart it.

  •  Payment is taking forever: the internet connection is corrupted -> follow the above procedure.

  • Instructions on how to perform any function -> Explore the devices’ settings/menu OR search Google OR ask the IT technician.

  • The device is off: it could be out of power -> Charge the device to check.

4. Camera

  • Cannot turn on: it could be out of power -> Charge it to check.

  • Cannot access the photos folder of the camera:

    • The camera is off -> Turn it on.

    • The camera is not connected to the computer: Plug it in properly.

5. Internet

  • Check the Modem to see if the Internet light is on.

  • Check the input cord to make sure it is plugged in properly.

  • Restart the modem if the Internet light is off for a long time.

  • Contact the IT team

  • Contact Internet provider for help (Make sure that the Internet bill is paid on time).

6. Shredder

  • If the document goes back up, the shredder cannot shred the rest of the document due to documents’ thickness (too much to shred) or there is a stuff that the machine cannot shred (Exp: Staples, pins, etc.) -> Check to remove the obstacle or reduce paper amount then insert to shred again.

  • If the machine stops shredding and the red light is on (Recycle Bin symbol) -> the tank is full -> needs to compress the shredded paper in the tank or replace the tank bag.

  • If the machine stops working and the red light is on (Temperature symbol) -> The shredder has shredded too much and needs to cool down -> Stop shredding and shred again when the light is off.

  • Otherwise -> Check if the tank is closed properly and the power cord is plugged in.

7. Fingerprints Scanner

  • If the scanner is off, make sure that it is connected to the power supply socket properly.

  • If something sticks on the scanner’s screen (dirt, sweater, hair, etc.), wipe it with the cloth. If it still sticks there, unplug the scanner then clean it with an alcohol pad -> plug the scanner in again whenever the scanner’s screen is dry.

  • If after we clean the scanner with an alcohol pad and plug the scanner in, the fingerprints we take from customers get smudgy -> clean the scanner carefully with the cloth and restart the scanner (unplug then replug it).

  • If the scanner is not connected to the system (it’s frozen when we open the LSMS system to capture fingerprints), check and push the scanner cords (at the back) to make sure they are firmly connected to the scanner. If still -> unplug and replug the power cord of the scanner to the power supply socket. The last option is to use a screwdriver to open the scanner from the bottom and plug in the cords properly.