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Uface - Troubleshooting 'Unregistered User' Error

Chris Kartsakalis
  • Updated

Applies to: uFace E Series & uFace S Series  |  Audience: Clients (with BundyPlus Support)

Overview

The 'Unregistered User' message appears when the device cannot match a face (or card/PIN) presented at clock-in to a registered employee profile. This is usually caused by a missing or incomplete registration, a recognition setting that is too strict for the environment, or a temporary device state that a restart will resolve.

Work through the steps below in order. Most issues are resolved by Step 4 or 5. If you reach Step 7 and the problem persists, contact BundyPlus Support.

Before you start: Have the affected employee present at the device if possible — you may need them to attempt a clocking at various points to test whether the issue is resolved.

Step 1 - Restart the device

A simple restart clears temporary states and is always the first action to take.

uFace E Series

  1. Tap Settings on the home screen.

  2. Tap Settings again in the next menu.

  3. Scroll down and tap Restart.

  4. Wait for the device to fully reboot, then ask the employee to attempt a clocking again.

uFace S Series

  1. Tap Settings at the bottom right of the home screen and enter the admin password (default: password).

  2. Tap on the blue 'Restart' text - DO NOT CLICK ON THE RED 'Reset' text

  3. Confirm Restart

  4. Wait 10 seconds, then power it back on.

  5. Once the home screen has loaded, ask the employee to attempt a clocking again.

Resolved? If the employee can now clock in successfully, no further action is needed. Monitor to confirm the issue does not recur.

Step 2 - Check the device settings (verification mode)

If the device's verification mode does not match how employees are registered, it will reject valid users. Check that the correct mode is set.

uFace E Series

  1. Tap Settings > Settings > System > Face Parameter (older firmware) orSettings > Settings > System > Recognition Parameters (firmware V2.2108 / V35.3618+).

  2. Confirm the 1:N threshold value is not set to 0 (a value of 0 disables face recognition entirely). The recommended default is 80.

  3. Confirm Max. Recognition Distance is not set to the lowest/minimum value (again, this would disable recognition).

uFace S Series

  1. Tap Settings at the bottom right of the home screen and enter the admin password (default: password).

  2. Navigate to General Parameters and confirm Face Recognition is set to ON.

  3. Confirm Live Detection is set appropriately for your environment (typically ON).

Resolved? If recognition settings were turned off or set to 0, correcting them and asking the employee to retry may resolve the issue immediately.

Step 3 - Confirm the employee is registered on the device with a photo

The device must have a face image stored locally for the employee. Even if the employee exists in BundyPlus Live, if no image has been captured on the device, they will always show as 'Unregistered User'.

uFace E Series

  1. Tap Settings > Device Information.

  2. Check the Person count and Photos figures. The number of photos should match or be close to the number of persons — a significant gap (e.g. 50 persons, 10 photos) indicates many employees are missing face registrations.

  3. To check a specific employee: tap Personnel Management, locate the employee, and confirm a registration photo is shown against their profile.

uFace S Series

  1. Tap Settings, enter the admin password, then tap Device Info.

  2. Review the person count and photo count as above.

  3. To check a specific employee: tap User Management, find the employee, and confirm a Registration Photo is present.

No photo present? The employee needs to be re-registered at the device. Ask the employee to stand in front of the device and follow the registration steps:
  • S Series: Settings > User Management > select employee > tap + under Registration Photo > capture 3 photos > Save.
  • E Series: Settings > Personnel Management > select employee > tap Registration under Face Recognition > capture images > Save.Resolved? Once a valid face photo is registered, the employee should be able to clock in immediately.

Step 4 - Check the employee's photo in BundyPlus Live (cloud-connected devices only)

For cloud-connected uFace devices, employee photos are managed in BundyPlus Live under User Management. If the photo stored there is low quality, missing, or was uploaded incorrectly, the sync to the device may have failed or produced a poor registration.

  1. Log in to BundyPlus Live.

  2. Navigate to User Management and locate the affected employee.

  3. Check that a clear, front-facing photo is attached to their profile.

  4. If the photo is missing or unclear, upload a new one: a well-lit, front-facing headshot works best.

  5. Allow a few minutes for the device to sync, then ask the employee to retry.

If the employee was recently added to BundyPlus Live, confirm the device has had time to sync. On E Series devices you can verify this by checking Personnel Management — the employee should appear in the list before registration is possible.Resolved? A corrected photo in BundyPlus Live followed by a successful sync should allow the employee to clock in.

Step 5 - Adjust the maximum recognition distance

If the device is rejecting employees who are standing close to the camera, the recognition distance may be configured too conservatively. Increasing it gives the device a wider detection window.

  1. Tap Settings > Settings > System > Face Parameter (or Recognition Parameters on newer firmware).

  2. Tap Max. Recognition Distance.

  3. Increase the value from 0.5m to 1.0m.

  4. Tap Save.

  5. Ask the affected employee to stand approximately 0.5–1.0m from the device and attempt a clocking.

This step applies primarily to uFace E Series devices. If you are on an S Series device and have reached this step without resolution, proceed to Step 6.Resolved? If the employee can now clock in from a comfortable standing distance, the adjustment was the fix. No further action needed.

Step 6 - Adjust the recognition threshold

The recognition threshold controls how closely a presented face must match the stored registration photo. A threshold that is too high can reject valid employees, particularly in varied lighting conditions or if the employee's appearance has changed (e.g. glasses, facial hair, ageing).

  1. Tap Settings > Settings > System > Face Parameter (or Recognition Parameters on newer firmware).

  2. Locate the 1:N threshold value.

  3. Reduce the value from 80 to 90 — wait, this increases strictness. To make the device more lenient, reduce the value. Try setting it to 75 as an initial test.

  4. Tap Save.

  5. Ask the affected employee to attempt a clocking.

Note on threshold direction: A lower threshold value means the device accepts a less precise match (more lenient). A higher value requires a closer match (more strict). If employees are being falsely rejected, lower the threshold slightly. Avoid going below 70 as this may allow false positives.Resolved? If adjusting the threshold allows the employee to clock in, monitor over the next few days to ensure no false positives occur.

Step 7 - Restart the device again

After making changes to recognition settings in Steps 5 and 6, a second restart ensures all configuration changes are fully applied.

  1. Restart the device using the same method as Step 1.

  2. Once the home screen has fully loaded, ask the affected employee to attempt a clocking.

Resolved? Great — the combination of setting adjustments and a clean restart has fixed the issue.

Still having trouble?

If you have worked through all seven steps and the 'Unregistered User' error is still occurring, please contact BundyPlus Support on 03 9873 0355 or reply to your support ticket so we can investigate further. Please let us know which steps you have already completed — this will help us resolve the issue faster.

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