FREQUENTLY ASKED QUESTIONS

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FAQ: Fingerprinting Appointments

  1. Do I need to have an appointment to get fingerprinted or can I just walk-in?
  2. What do I need to bring with me to my fingerprinting appointment?
  3. How long is the fingerprinting process?
  4. When will the results be available?
  5. What form of payments do you accept for fingerprinting?

FAQ: Fingerprinting Techniques

  1. How can I ensure that I capture the highest quality fingerprints?
  2. What should I do if an applicant has very light fingerprints?
  3. What should I do if an applicant has very dark prints because of warm/moist hands?
  4. I've tried everything and the applicants' prints are still too light and the quality score is under 60. What should I do?
  5. Where can I order more fingerprinting supplies such as BIM scan gel and Parkers Perfect?

FAQ: Technical Support

  1. How do I install a printer onto my fingerprint system?
  2. How do I create unique user logins for Windows and the inVize ID software?
  3. Does it matter which login I use or how I log into the InVizeID software?
  4. I received notice that a transaction was rejected. What does that mean and what should I do?
  5. My fingerprint system is on but my scanner isn't initializing and the light is off.
  6. How do I know if I have the latest version of the InVizeID software and how do I get the latest version?
  7. I received one or more rejections from BCI and/or FBI that say 'ERRT - Account Locked - Contact BCI Fiscal Dept.' What does this mean?
  8. I Submitted a transaction over 30 days ago, but I have not received a response from BCI and/or FBI. The transaction status is Submitted. I called BCI and they said there was a processing error. What does that mean and how can I fix it?

FAQ: Fingerprinting Appointments

1. Do I need to have an appointment to get fingerprinted or can I just walk-in?

Answer: We accept appointments most days of the week and many times we can schedule your fingerprinting on the same day. Call us at 614.791.3220 to schedule your appointment!

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2. What do I need to bring with me to my fingerprinting appointment?

Answer: In order to ensure your criminal history check is properly completed you must know if you need an Ohio and/or FBI check. You also must know exactly where the results need to be sent and the reason why you are being fingerprinted. If you are unsure of any of these items, please ask the organization that is requiring your background check prior to making an appointment. Lastly, you will need a government issued ID such as a drivers' license or passport.

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3. How long is the fingerprinting process?

Answer: BIM uses state-of-the-art digital fingerprint scanners and the entire process to capture the necessary demographic information and fingerprints generally takes less than 10 minutes.

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4. When will the results be available?

Answer: The BCI and FBI have up to 30 days to complete the criminal history check. Generally, it doesn't take nearly that long but certain factors such as the quality of prints, common names, and criminal history can affect the length of time required to obtain the results.

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5. What form of payments do you accept for fingerprinting?

Answer: BIM accepts cash or money orders for fingerprinting. In some cases we accept company checks as well. Please let us know in advance if would like to use a company check.

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FAQ: Fingerprinting Techniques

1. How can I ensure that I capture the highest quality fingerprints?

Answer: Remember the Three C's:

Claw: Be sure the applicant's hand is FLAT on the scanner and not shaped like a claw. All fingers should be together, hand flat, placed about ½ inch below the upper edge of the glass on the scanner.

Core: Obtaining detail and minutia features from the fingerprints will increase the quality of the prints. Be sure the applicants' fingers are flat with the 'meaty' part of the finger (not the fingertips) directly on the scanner.

Clarity: Prints that are too light or too dark will significantly affect the quality. When looking at the prints on the inVizeID software you should be able to clearly see the details of the arch, loops, and whorls of the fingerprints.

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2. What should I do if an applicant has very light fingerprints?

Answer: As we age our fingerprints become lighter and more difficult to capture. Additionally, individuals working in certain industries experience dry, cracked hands. Ask the applicant to rub a small amount of the BIM scan gel onto their fingerprints prior to capturing the prints. If scan gel is not available, or if the applicant has extremely light prints apply a very small amount of Corn Huskers Lotion to the fingerprints and rub it in thoroughly prior to capturing the prints.

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3. What should I do if an applicant has very dark prints because of warm or moist hands?

Answer: Individuals with warm or clammy hands will cause what is known as 'haloing' around the fingerprints. Haloing is a result of the fingerprint scanner capturing the radiant heat coming from the hands. A product known as Parkers Perfect is designed specifically for reducing the hallowing affect on scanner. Rub a Parkers Perfect towelett or spray a small amount directly onto the glass of the scanner. Once completely dry, capture the applicants prints again. If the prints are still dark, rub an alcohol-based spray or pad onto the applicants fingertips and capture the prints again.

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4. I've tried everything and the applicants' prints are still too light and the quality score is under 60. What should I do?

Answer: On very rare occasions there will be applicants whose prints are still too light despite repeated attempts using scan gel/Corn Huskers Lotion. If you are unsure if you have attempted every possible solution, please call our Technical Support line at 614.707.1969 for assistance.

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5. Where can I order more fingerprinting supplies such as BIM scan gel and Parkers Perfect?

Answer: You can order supplies directly from BIM! Email us at fingerprints@bioinfomgt.com or call 614.791.3220 to order.

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FAQ: Technical Support

1. How do I install a printer onto my fingerprint system?

Answer: In order to add a printer to a computer using inVizeID you must be logged in as the administrator account.

Click here to view a video tutorial

  1. First, the computer needs to have a printer installed. You can check by going into the Control Panel and opening Printers and Faxes. If the printer you wish to add is listed, this step is completed.
  2. Open the InVizeID program and click the hammer icon at the top of the page to open the administrative tools. Then click on 'Printer Configuration'.
  3. Click the Add button and a wizard will pop-up.
  4. Click NEXT one time. On the Printer Information screen, choose the printer you wish to use from the dropdown menu. The manufacturer and display name should auto-populate, but if they don't, you can type that information in manually.
  5. Click NEXT. On the Calibration page, there is no need to calibrate in most cases, so you may click NEXT 3 times until you get to the Settings page.
  6. On the Settings page, uncheck the box that states "This printer is certified." Click NEXT and then FINISH.

The steps above will add the printer to InVize ID. Now, before printing your first result, you will have to set some defaults. There are many ways to print a result, but here is a common method:

  1. On the Transactions page, click the '+' next to a transaction that has received a response.
  2. Left-click once on the 'Accepted' response, then right-click on it and choose 'Print'.
  3. The print window will pop-up, asking you to select a printer. You can select the printer you added from the steps above.
  4. In the Options box below, choose the 'Source' of your paper. It most cases, this can be set to Automatic. The 'Orientation' should be set to Portrait, and the Duplex Mode can be Simplex or Default.
  5. Lastly, click Print and your results should print.

Please keep in mind you can only print results from your PC if you have NOT selected to mail them directly to a recipient.

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2. How do I create unique user logins for Windows and the inVize ID software?

Answer: It is a good idea to assign a unique Windows User Account for each fingerprinter for security and tracking purposes. To complete this task, follow these steps:

Click here for a video tutorial

First, setup the Windows User Account.

  1. Login to a Windows Administrator Account. For many computers, this might be labeled 'inVizid_LSA'.
  2. Click on the Start menu and open the Control Panel.
  3. Click on User Accounts.
  4. To add an account, click on 'Create a new account'.
  5. It will ask you to type a name for the new account. Type in the user name that you would like for this account, then click Next.
  6. Now it will ask you to pick an account type, which is either a computer Administrator or a Limited account. It is recommended that you create a Limited account for general fingerprint users; an administrator is only necessary for making changes to the computer or inVize ID, such as running updates, deleting transactions, or changing configurations and permissions. Once you have selected the type of account, click 'Create Account'.
  7. The new account should now appear in the list of accounts on the User Accounts panel. To add a password to the account you just created and/or change the picture, click on that account in that list. The page that displays will provide options to modify the account.

Second, setup the new account in InVize ID.

  1. Still logged into the Windows Administrator Account, launch inVize ID.
  2. Click on the Administrative Tools icon which looks like a hammer. Or, you can hit F2.
  3. Click on the 'Users, user groups, and permissions' option.
  4. You will see a tasks list menu in the upper left-hand corner of the window that pops up and a list of users on the right. The new user you created should appear in the list of users on the right, but under the 'Member Of' column, it should be blank. Double-click on the new username. This will bring up a Properties box for that user.
  5. Click to place a checkmark in the name of the user group for which you want to add this user. By default, there is an 'Admin' group and a 'Users' group. The 'Admin' group should have all permissions available, including the ability to delete transaction and process software updates. The 'Users' group should only have the essential permissions to process, save, and submit transactions. Once the appropriate box is checked, click OK.
  6. Now you can close the inVize ID software and logout of the Windows Administrator account as this process is complete.

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3. Does it matter which login I use or how I log into the InVizeID software?

Answer: Yes! Please make sure that you are only logged into one Windows account on the computer at one time. If you need to login to another Windows account, click on the Start menu and choose 'Log Off'. Then, choose the 'Log Off' button. If you are logged into more than one account at the same time, the software will not work properly.

Below is a detailed explanation of the three Windows accounts that were originally set up on your BIM system:

  • Default setup for general computer administration. This should only be used for maintenance or repair.
  • Fingerprinters user account and the preferred login for performing background checks.
  • inVizid_LSA another administrator account, but used for InVize ID administration, such as running updates, deleting transactions, setting up printers, and creating new users.

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4. I received notice that a transaction was rejected. What does that mean and what should I do?

Answer: Occasionally background transactions may be rejected from either the Ohio BCI or FBI for various reasons (low quality prints, incorrect demographic information, etc). When this occurs the transaction must be resubmitted using the process outlined below.

  1. On the home screen of the software find the rejected transaction and 'right-click'
  2. Select 'Copy for Resubmission' from the drop down menu and select the appropriate transaction type (FBI or BCI)
  3. A new transaction will appear at the bottom of the screen
  4. Open the new transaction (double-click) and update the rejected information (new prints, demographic information, reason code, etc.)
  5. Save and submit the new transaction information by first clicking on 'Save' (disk icon) and then 'Submit' (PC icon)
  6. Your agency will NOT be charged by BCI for resubmitted transactions

Click here for a video tutorial

If an FBI transaction is rejected a second time a 'name check' can be requested through BCI

  • BCI will send a document stating the transaction has been rejected. Complete the necessary information as requested on the form (Individuals' First/Last Name, ICN number for an FBI check).
  • The rejected transaction form must be faxed to:
  • BCI&I - Name Search Unit
  • Attn: Sarah
  • Fax: 740.845.2633

Resubmission for Rejected Background Checks Using Electronically Converted Ink-Rolled Fingerprint Cards

  • Vendor must obtain a new and unique set of fingerprints from the individual
  • New set of prints can then be scanned, electronically converted, and resubmitted
  • If transaction is rejected a second time a name search request can be requested using above-stated instructions
  • Vendor will NOT be charged by BCI for resubmitted transactions

Resubmissions for Rejected Background Check Using Ink-Rolled Fingerprint Card

  • If vendor (mainly law enforcement agencies) receive a rejection of ink-rolled finger print cards a new and unique set of prints must be obtained.
  • The new card and the BCI Resubmission form (complete with ICN numbers) must be sent to:
  • BCI&I Name Search Unit Resubmission Desk
  • PO Box 365
  • London, Ohio 43140

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5. My fingerprint system is on but my scanner isn't initializing and the light is off.

Answer: When you launch the inVize ID software, create a new transaction, and click on the '2. Fingerprints' link on the left menu-pane, you should see a button at the top of the screen that looks like a camera with a green arrow in front of it. If that button is not lit up and available to click on, the i3 scanner is not initializing properly. Here is how to troubleshoot this:

  1. First, save the transaction and close inVize ID.
  2. Make sure you are logged into a Windows Administrator Account. For many computers, this might be labeled 'inVizid_LSA'.
  3. Next, ensure that the scanner is plugged into the proper USB port. There are many different computer models used in various setups, so which port should be used is based on which port that the scanner drivers were originally installed on. This would be the port that has been used successfully in the past.
  4. If the scanner is not plugged into the proper USB port, plug it in to the correct port. Even if the scanner was plugged into the proper port, unplug it, wait 10 seconds, and plug it back in the same port.
  5. Launch inVize ID, open the saved transaction, and click on '2. Fingerprints' to see if the scanner button with the green arrow is list up now. If it is, you can now use the scanner.
  6. If the scanner button with the green arrow is still not lit up, leave the scanner plugged in, close the inVize ID software, and restart the computer.
  7. When the computer boots back into Windows XP, login to the same User Account.
  8. Repeat step #5. If the button is lit up, you can now use the scanner.
  9. If after completing the above steps the camera button with the green arrow is still not lit up, please click on 'View' menu, select 'Acquisition Options', and call Support. Please be ready to provide that error message to the technical support team.

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6. How do I know if I have the latest version of the InVizeID software and how do I get the latest version?

Answer: Software updates are necessary from time to time to ensure compliance with any BCI&I or FBI changes, for general bug fixes, and to improve functionality for those using it. When an update is available, you will be notified via email to the email address we have on file. The email will contain instructions on how to update the software. Here are those instructions (note that you must be connected to the internet for this to work):

  1. Login to the inVizid_LSA Windows account.
  2. Launch inVize ID.
  3. Click on the Help menu and choose "Check for Updates."
  4. Click 'Yes' on the window that pops up and tells you that there is a new version available.
  5. Once the download is complete, the installer will launch automatically. You must click "Next" and "Install" so it can run.
  6. Once the installer is complete, click "Finish" and the computer will reboot.
  7. Login to the inVizid_LSA Windows account again.
  8. Launch inVize ID and the update is complete.
  9. You can verify the update by clicking on the Help menu and choosing "About inVize ID". The version number should match what was noted in the email you received.

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7. I received one or more rejections from BCI and/or FBI that say 'ERRT - Account Locked - Contact BCI Fiscal Dept.' What does this mean?

Answer: This is usually due to a billing issue with BCI. You must call BCI and clear up the billing issue to get the account unlocked. Once it is unlocked, you must resubmit the transactions that were rejected for this reason by following these steps:

  1. Highlight and select all of the transactions on the transactions search screen that were rejected due to ERRT. You can do this by holding the CTRL key and clicking on each TCN.
  2. Once you have selected the transactions, click on the File menu and choose 'Export...'
  3. An Export Transactions box will pop-up. Leave the radio button checked that says 'Automatically create file names.' Also, leave the 'Export As' box as the default option. To choose a location to save the files, click the '...' box in the 'Save In' dropdown and locate the folder where you want to save the files.
  4. If the transactions were successfully exported, you will see a pop-up box that indicates that they were successfully exported.
  5. Next, click on the File menu and choose 'Import...'
  6. A box will pop-up asking you where the import that files from. Navigate to the folder where you saved the exported transactions. You select multiple by left-clicking and dragging the mouse over all of the TCNs, or you can hold the CTRL key and click on each one. When all the transactions are selected, click 'Open.'
  7. An Import Transactions box will pop-up. Leave the rasio button checked that says 'Assign a new transaction control number.' Then, check the box that says 'Perform this action for remaining conflicts.' Click OK to import the transactions.
  8. Now, the transactions will appear on the search page of the transactions list with new TCN's and their status should be Not Submitted.
  9. Now you can submit each of these transactions. This process effectively copied all of the transaction data, including the fingerprints, but assigned new TCN's.

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8. I Submitted a transaction over 30 days ago, but I have not received a response from BCI and/or FBI. The transaction status is Submitted. I called BCI and they said there was a processing error. What does that mean and how can I fix it?

Answer: This typically means that there was a problem with the fingerprints. The most likely cause is poor quality prints. For example, if the prints are very dark or there is excessive haloing around the fingertips, the red boxes may be distorted to include multiple fingers in one box. Another example is in the case of very light prints: one or more of the red boxes might be too small, so insufficient data is sent to BCI. Remember, BCI and FBI only receive the fingerprint data contained in the red boxes; they don't receive everything contained in the white space on the screen. To ensure that you don't receive a processing error, remember the three C's for fingerprinting quality: Core, Claw, Clarity.

If you do receive a processing error and it is for the reason(s) listed above, you can copy the transaction and submit it with new fingerprints by following these steps:

  1. Call the applicant back in to obtain a new set of fingerprints.
  2. Right-click on the applicant's original TCN on the transactions search page and choose 'Copy as...' (whatever transaction type it is). Do not select Copy for Resubmission; this is used for another reason. It will copy the transaction and it will be unlocked in Not Submitted status.
  3. Open the new transaction and click on 2.Fingerprints.
  4. Recapture the fingerprints and submit as normal.

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