Support

We have a support team ready to help you and answer any questions you may have.

Customer service hours:
Monday to Thursday:
09.00h to 14.00h – 15.00h to 18.00h.

Friday:
09.00h to 15.00h

Email: [email protected]

Phone: +34 932 151 036 Ext.1

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Frequently asked questions about DELTA ID

I am working with a Nexgen 5 (NG5) scanner and the power light goes out. It is as if it has run out of power.

Nothing happens. This scanner model, when it has not been used for some time, goes into standby mode and the pilot light goes out. It is enough to launch a reading command and the equipment will activate itself.

With the German ID card, the system does not retrieve the gender field and it is mandatory for the police authorities. Is it a mistake?

It is normal that you do not recognize it because it is a fact that does not appear in the document itself. The height or color of the eyes is stated, but not the sex. It must be entered by hand.

In some Spanish DNI's, the MRZ part does not take my full name and surname.

It can happen, the third line of the MRZ in the Spanish DNI only has 30 positions that may not be enough for a name and 2 surnames, when these are long. But the solution is to configure the double-sided reading, and the DELTA ID system completes the information of the MRZ, with the one that appears on the front of the DNI, where the photo is.

Why doesn't the system pick up the letter "Ñ" correctly?

As with long names, the MRZ side does not include Ñ, accents or other special characters. The solution is to configure the system to read both sides and on the front side, the Ñ are displayed and the DELTA ID system will recognize them.

Can the DELTA ID system return country or nationality codes with 2 ISO positions instead of 3 positions?

The default system returns ICAO country codes with three positions, but starting with DELTA ID version 8.0.7, the system can be configured to return the ISO code with 2 positions. This is regulated by the [format_countries=2] parameter. If you need help upgrading or changing this setting, please do not hesitate to contact our support department.

In some cases with the Spanish DNI the system does not read the date of issue correctly.

This is normal, because in the DNI España 3.0, the date of issue is only shown in a hidden area and can only be read with an oblique image. But DELTA ID calculates it from the expiration date, taking into account different situations such as the age of the person.

How can I know if the ID scanner (DELTA ID) is integrated with my PMS?

There are more than 60 PMS systems that have developed approved integration with DELTA ID. We can provide you with the complete list of PMS, but also, in case your PMS is not on the list, we can provide a very simple and effective mechanism for PMS and DELTA ID to work together. Our support department will help you to set it up.

Is it possible for the system to do the automatic "Over Age" check?

Yes, since version 7.10.5 of DELTA ID and activating the parameter (age_control=1) the system will automatically check the date of birth and if it is less than 18 years old, it will return a warning code – VR_ADVERTENCIA_SIN_MAYORIA_EDADADAD (8192)-.

I have two PCs at my reception, can I share a scanner between the two PCs and work simultaneously?

Yes, DELTA ID allows with the purchase of a secondary license to share a hardware between two PCs, so that you can duplicate the available workstations without duplicating the cost of a second scanner. The second license will suffice.

I am working with a Fujitsu FI65f scanner and I have seen that the cover can be removed so that I don't have to lift and lower it every time I scan. Is it possible to work like this, without the cover?

It is not advisable. The cover, in addition to protecting the glass, prevents light pollution at the time of image capture, so that without the cover, the image quality may be lower and, consequently, OCR recognition may have a lower success rate. Only in environments with very low external light would not be affected.

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