FAQs

FAQs for L1

FAQs for Public Devices

FAQs for L1

Difference Between Public Device (Previously L0) & L1 Devices

Which biometric device models are certified as a Registered Device?
- L1 RD service: MSO1300E3 RD

What models are supported by IDEMIA L1 RD Service?
- MSO1300E3 RD model is supported by IDEMIA L1 RD Service.

Where can the packages for Android & Windows RD Service be downloaded?
- Go to Download section on Home page at RD Service Online Portal

How do I check if my device is registered correctly?
- Ensure the RD Service is installed and running. Use provided test page or Management Client Tool like “IDEMIA L1 RDservicetestpage.html” to verify registration and device information.

Is internet required for device operation?
- Yes, RD Service requires internet access for registration, and periodic key rotation. Biometric authentication will fail if connectivity is lost.

Can an L1 Device or L1 RD Service be used outside India for authentication??
- No, Aadhaar project is for resident of India and should be use while residing in India only.

How to find Serial number or Model Number in case erased from backside of Device??
- Please click here Find Device Serial Number

Is IDEMIA Purchased from RD online Website will work in all the application?
- Yes, only if the application provider has integrated the IDEMIA L1 RD service.

If you are getting error message, Device registration/init process failed on your Android phone or Windows machine while connecting the IDEMIA fingerprint device.
- • Please make sure RD Service is properly installed on Android phone or Windows machine.
- • In Windows Machine: Please check and correct windows machine date time & time zone (UTC+5:30 Chennai, Kolkata, Mumbai, New Delhi) and set date & time to automatic.
- • Please check your internet connection and proxy settings if applicable.
- • If device is still showing above error, please contact Helpdesk team at service desk number [0806-936-8000] or write us on support@rdserviceonline.com with your contact details. The RD support team will assist you accordingly.

How to Check if IDEMIA L1 RD Service is Working Properly?
- Windows:
- 1. Ensure RD Service is Installed and Running
  - • Go to Services (services.msc) on your PC.
  - • Look for IDEMIA L1 RD Service.
  - • Make sure the Status is “Running”, and Startup Type is “Automatic”.
- 2. Check RD Service Management tool in System Tray
  - • Plug in your IDEMIA L1 device (MSO 1300 E3 RD) to the USB port.
  - • In the System Tray, click the IDEMIA icon to open the IDEMIA L1 RD Management Tool.
  - • Verify Rd Service Status along with the Device Details in RD Management Tool.
  - • For detail refer to the documents under Find Device Serial Number.
- 3. Test Fingerprint Capture using RD Service
  - • Open IDEMIA L1 RD Management Tool
  - • If RD Service is working, you will see device and RD Service details on management tool.
  - • Click on Capture button to verify successful fingerprint capture.
- Android:
- 1. Check App Installation
  - • Make sure IDEMIA L1 RD Service App is installed on your Android phone.
  - • Open Settings → Apps → IDEMIA L1 RD Service and confirm it’s enabled.
- 2. Check Device Connection
  - • Plug in the L1 device (MSO 1300 E3 RD).
  - • When prompted, allow the app to use the device and tick “Always use this device”.
- 3. Check RD Service Status
  - • Open the IDEMIA L1 RD Service App.
  - • The app should display device details (Serial Number, RD Version, Firmware, etc.).
  - • If it shows “Device Ready to use,” your RD Service is functioning properly.
- 4. Test L1 RD Device
  - • Open your business app that supports Aadhaar authentication.
  - • Try a fingerprint capture.
  - • If capture is successful, RD Service is working fine.

If you are getting Error “fingerprint capture Failed “with error code 730?
- This error may occur due to the following reasons:
- • Incorrect fingerprint positioning or placement on the sensor.
- • Fingers being excessively wet, dry, or dirty.
- To prevent the “730 Fingerprint Capture Failed” error, please follow the steps below:
- • Ensure the sensor surface is clean.
- • Make sure your fingers are clean and neither too wet nor too dry. (If dry, apply a small amount of moisture.)
- • Place the finger correctly on the sensor during capture.
- • Apply slight pressure on the sensor for a successful fingerprint capture.
- • Try using a different finger if the issue persists.
- • Do not remove your finger until the capture process is complete or the success message appears on the screen.

If you are getting a message ‘Your device is blacklisted from the management server’?
- This error usually comes due to the following reasons:
- • Biometric device is not whitelisted at management server.
- • RD Service Subscription has either expired or was not renewed after expiry.
- • Biometric device is whitelisted in different server environment (e.g. Prod/Pre-Prod/Stage) and user is trying to use the device in different environment.
- To resolve this:
- • If the device is not whitelisted, please Check Validity and the RD Service status, and purchase or renew its subscription by visiting our website: www.rdserviceonline.com.
- • Make sure that your RD Service is configured with the correct server environment (Prod/Pre-Prod/Stage) where the device is whitelisted. If the device is whitelisted in the production environment, it should be used only in the production environment.

What If you are getting error message " Error 504"?
- You may encounter this error if the RD Service Version is missing At Management Server.
- • Drop an email to Helpdesk teams at support@rdserviceonline.com or call at Helpdesk Number 0806 936 8000.
- • Re-connect the biometric device to mobile phone once RD is added at Management Server.

What If you are getting error message " UIDAI Registration Error: 301"?
- Please contact Helpdesk team at support@rdserviceonline.com or call at Helpdesk Number 0806 936 8000 and share the device details to check.

What If you are getting error message " Error 500: Invalid Skey Encryption”?
- The error occurs when RD Service & Firmware version are not compatible to each other.
- To Resolve this:
- For Android:
- • Please ensure that RD service version installed on the Android device is 1.1.4 or above and firmware version of biometric device is 06.04.e.
- For Windows:
- • RD service version installed on the PC is 5.0.0.10 or above and firmware version of biometric device is 06.04.e.

If you are getting error message "Error code 720."
- This error usually occurs when your device is not ready – due to the following reasons:
- The device is not registered with the management server, not properly connected to the host machine (i.e., Windows PC or Android device), or the user is trying to capture biometric before the successful completion of the INIT process.
- Please try the following steps:
- • Check the device connection with your PC or mobile. The device should blink after being connected.
- • Verify your OTG connector or adapter. We recommend using a branded OTG connector/adapter that meets standard power specifications.
- • If the device connection and internet connectivity are proper, ensure that you receive the message “Device is ready for capture” or “Ready to use” on your host machine.
- If the issue persists, please contact our support team at 0806-936-8000 or email us at support@rdserviceonline.com with your contact details. Our team will assist you accordingly.

What If you are getting error message “Received Empty response from Server”?
- This error may occur due to the following reasons:
- • Unstable or no internet connection.
- • Incorrect proxy configuration.
- To Resolve this:
- • Check your internet connection and ensure it is stable and change if required.
- • Verify and correct the proxy settings, if applicable.

What If you are getting error message “214: Please correct your host Device Time?
- This issue may occur if the system date, time, or time zone is incorrect.
- To Resolve this:
- • Set your system time zone to (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi.
- • Ensure that the system date and time are correct as per Indian Standard Time.

What If you are getting error message “Error: Time sync Failed” on PC or Mobile Device?
- This usually happens due to the following Reasons:
- The request is not going to RD management server due to network connectivity issues.
- If the device got corrupted during the firmware upgrade process.
- To Resolve this:
- • Please ensure that there is proper network connectivity while the device is connected to the mobile phone.
- • For further assistance, contact the Helpdesk team at support@rdserviceonline.com or call 0806-936-8000. The team will assist you accordingly.

How can I buy IDEMIA Fingerprint Device?
- Please visit our website https://rdserviceonline.com/ to purchase IDEMIA L1 Device.

If a user is facing an issue related to Order, Dispatch, Bill, or Invoice, what should they do?
- Please send the received invoice for the RD Service or MSO device purchased through the portal to support@rdserviceonline.com , along with your contact details. The team will review the case and respond to you accordingly.

How can I get the IDEMIA Device integrated into any business application?
- For integrating a IDEMIA Device with Your business application (Aadhar Based), please write to rd.integration.in@idemia.com.

Where can I download the packages for Android and Windows RD Service?
- You can download Package from the Downloads section on the Home Page of the RD Service Online Portal.

What are the supported Browser versions for sample HTML File available in RD Service package?
- Supported platforms:
- • Operating System: Windows 10
- • Web Browsers: Chrome (version 60 or above), Mozilla Firefox (version 56.0 or above), and Microsoft Edge.

What should I do if “SafetyNet integrity not passed” appears on the Android device after connecting the device and installing RD Service?
- SafetyNet verification is not applicable for L1 RD Service, and this message can be ignored.

Do customer machines need administrative rights to install RD Service packages?
- Yes. For Windows, administrative rights are required to install RD Service packages.
- For Android, the device must not be rooted.

What platforms is the Registered Device supported on?
- The IDEMIA Registered Device is supported on the following platforms:
- Android: Smartphones running Android 7.0 or above
- Windows: Windows 10 and above (both 32-bit and 64-bit)

How can customers contact IDEMIA for support?
- IDEMIA customer support is available Monday to Saturday, 9:00 AM to 6:00 PM.
- You can reach us via phone at 0806-936-8000 or email us at support@rdserviceonline.com, with details of the issue.