Trouble with AXIS Video KYC? A Comprehensive Guide to Troubleshooting and Resolution

When it comes to customer onboarding and identity verification, video KYC (Know Your Customer) has emerged as a game-changer. AXIS Video KYC is a solution that offers a seamless and secure way to verify customer identities remotely, but like any technology, it can encounter technical difficulties. This guide aims to provide comprehensive troubleshooting and resolution strategies to help you overcome any issues you may face while using AXIS Video KYC.

Troubleshooting AXIS Video KYC Not Working

Common Issues and Solutions

1. Unable to Connect to the Video Stream

• Cause: Firewall or antivirus software blocking the connection.
• Solution: Ensure that the firewall and antivirus software are allowing network access for the AXIS Video KYC application.

2. Poor Video Quality or Lag

• Cause: Slow internet connection or hardware issues.
• Solution: Check your internet speed, ensure it meets the minimum requirements, and upgrade your camera or webcam if necessary.

3. Error Message: "Face Detection Failed"

• Cause: Improper lighting or camera alignment.
• Solution: Adjust the lighting conditions, position the camera directly in front of the face, and ensure there are no obstructions.

4. System Compatibility Issues

• Cause: Outdated software or incompatible operating system.
• Solution: Update the AXIS Video KYC application to the latest version and ensure that your operating system meets the system requirements.

Informative Stories

1. The Case of the Incognito Customer

A bank encountered an issue where a customer's video KYC attempt ended abruptly due to a power outage. The customer, embarrassed and convinced that their identity could not be verified, vanished into thin air. The bank's tireless efforts to reach out proved futile, leaving them with a mystery that would forever haunt their halls. Lesson learned: Always have backup measures in place for unexpected interruptions.

2. The Misadventures of the Dancing Bear

Another tale involves a customer who donned a bear costume during their video KYC call. While the bank staff found it amusing, the identity verification process was compromised. The bear's antics and muffled speech left the staff with more questions than answers. Lesson learned: Ensure proper customer preparation and remind them of the importance of professional conduct.

3. The Revenge of the Tech Wizard

In a twist of events, a customer's video KYC attempt was disrupted by an unexpected party - their mischievous cat. The agile feline leaped onto the keyboard, triggering a series of random keystrokes that sent the video call spiraling into chaos. The customer, unable to regain control, found themselves at the mercy of the digital prankster. Lesson learned: Always secure your workstation before initiating a video KYC process.

Troubleshooting Tables

Effective Strategies

• Regular system updates: Keep the AXIS Video KYC software and operating system up-to-date to address bugs and security vulnerabilities.
• Network optimization: Ensure a stable and high-speed internet connection to avoid video quality issues and disconnections.
• Hardware compatibility: Test the compatibility of your camera or webcam with AXIS Video KYC and replace it if necessary.
• Customer education: Provide clear instructions and guidelines to customers to ensure proper preparation and cooperation during video KYC calls.
• Technical support: Reach out to the AXIS Video KYC support team for prompt assistance with any technical difficulties.

Common Mistakes to Avoid

• Neglecting firewall and antivirus settings that may block the video stream.
• Failing to update the AXIS Video KYC software or operating system, leading to compatibility issues.
• Using a webcam or camera that is not compatible with the system requirements.
• Improper lighting or camera alignment, resulting in poor face detection and identity verification errors.
• Ignoring customer preparation and education, leading to potential complications during video KYC calls.

Step-by-Step Approach to Troubleshooting AXIS Video KYC Not Working

1. Check internet connectivity: Confirm that your internet speed meets the minimum requirements and that there are no network disruptions.
2. Verify camera compatibility: Ensure that your camera or webcam is compatible with AXIS Video KYC and is properly connected.
3. Adjust camera settings: Adjust the lighting, camera alignment, and zoom to ensure optimal face detection.
4. Restart the application: Exit the AXIS Video KYC software and relaunch it.
5. Update software and OS: Check for any available updates for the AXIS Video KYC software and your operating system.
6. Contact technical support: If all else fails, reach out to the AXIS Video KYC support team for further assistance.

FAQs

1. What are the system requirements for AXIS Video KYC?

• Operating system: Windows 7 or later, macOS 10.10 or later
• Processor: 2.0 GHz or faster
• RAM: 2 GB or more
• Camera: Compatible webcam or video camera

2. How can I prepare my customers for video KYC calls?

• Provide clear instructions on the process and equipment requirements.
• Remind them to have proper identification documents ready.
• Ensure a quiet and well-lit environment for the call.

3. What should I do if the customer's identity cannot be verified?

• Document the reasons for the failed verification and contact the customer for additional information or support.
• Follow the guidelines provided by your regulatory authority or financial institution.

4. How often should I update the AXIS Video KYC software?

• Regularly check for software updates to address bugs and security vulnerabilities.
• Subscribe to email notifications or visit the AXIS Video KYC website for updates.

5. What is the cost of using AXIS Video KYC?

• The pricing model may vary depending on your specific needs and usage.
• Contact the AXIS Video KYC sales team for a quote.

6. Can I integrate AXIS Video KYC with my existing systems?

• Yes, AXIS Video KYC offers API integration capabilities to seamlessly connect with your internal systems.
• Consult with the AXIS Video KYC support team for technical guidance on integration.