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Issue/Error Category Cause Resolution Unable to install the App Installation Machine : Surface Pro (deploy apps via intune) confirm with Pooja Contact Oloid Support Auto-Pair file missing in MSI Installation Contact Oloid Support to provide the missing file/ Note : Admin can download it from Oloid portal. Unable to Enroll face/ Consistent failure Enrollment - Face Perform the following steps
  1. Reset tenant in Oloid App.
  2. Pair the device again.
  3. Do Face enrollment.
If your face is still not registered, contact Oloid Support. Unable to use camera for other applications when logged in to the system using Window’s Login. This is a Windows limitation. Camera cannot be engaged with another app when using face credential for Windows . Do not use camera for any other application while using Oloid’s Login App. Auto-Pair fails Endpoint pairing
  • Pair using the manual pair options available in the Supervisor App.
  • See Oloid Help Center for the help guides.
  • Contact Oloid Support if issue is not resolved.
Error when trying to launch Oloid Endpoint Pairing Uninstall and re-install the Windows Authenticator App User gets a blank screen while trying to enroll face Enrollment - Face Build issue Contact Oloid Support for new installer file User is getting “Pairing Failed” error Endpoint Pairing Firewall issue Allow app to communicate through the firewall Face Not Captured After Login - User is not able to see face in the camera after clicking Login with Face Presence Detection Camera Shutter Check if Camera Shutter is closed. Open the shutter and retry. If the issue still persisits, Contact your Oloid Admin. “Login with OLOID” is an unresponsive link Login Issue MDM was not allowing. Uninstall the MDM Users successfully enrolled. Invalid Credentials for a user (Cross check the password) Enrollment Issue User was using / instead of ****. Asked user to use ** & also asked to cross check the password. Face log in failed while enrolling for user Enrollment Issue User was using Employee ID instead of NT ID. Asked to use NT ID. User successfully enrolled. When clicked on Login with Oloid, it is not allowing to enter the username & coming to lock screen. Enrollment Issue If machine was restarted post installation. Asked to cross check the build and if machine was restarted post installation. Enrolled, successfully enrolled. Face login failed error Enrollment Issue User was using email ID instead of NT ID. Use your NT ID to log in Group allocation of team agent & endpoints along with Supervisor invite for 2 supervisors (Portal troubleshooting) (To be deleted) This was a request to add users in a group. so that the supervisor isn’t able to see all users Other New Group created, users, endpoints successfully added to Group and supervisor invite sent. Query about alert type for Multiple Faces detected alerts. Other The trigger type in Windows alert should be “MultiFaceFound” with description as “Multiple faces are detected at {date & time stamp}”.