Dear Team,
I hope this message finds you well.
I am writing to report an issue we are experiencing with multiple Anviz facial recognition terminals deployed on one of our projects. The devices involved are FaceDeep5 and FacePass 7 Pro, all installed and configured according to recommended guidelines.
Issue Description:
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The terminals work perfectly during the morning hours.
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However, from late afternoon towards the evening, the devices fail to verify or recognize any users.
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When a registered user attempts authentication, the user name appears in red, but the terminal neither grants nor denies access.
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No access event is triggered at all.
Additional Observations:
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The terminals are not installed in direct sunlight.
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Lighting conditions are generally stable and have not changed between morning and evening.
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This issue affects all users, including those previously enrolled and successfully recognized earlier in the day.
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The problem occurs consistently during the same time window each day.
We would appreciate your assistance in identifying the root cause of this behavior. Kindly advise on:
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Possible infrared / camera sensitivity issues related to ambient lighting changes
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Recommended configuration adjustments (camera, WDR, exposure, IR, or recognition thresholds)
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Firmware updates or known issues related to FaceDeep5 and FacePass 7 Pro under similar conditions
Kindly find attached screenshots of the incident.
Thank you for your continued support. We look forward to your guidance on resolving this matter as soon as possible.
Kind regards,
