I'm so sorry to see that this thread wasn't responded to for so long. I'll see what I can do to help here.
It's best if we can connect and help troubleshoot directly. Please be sure to open up a ticket or give us a call at 866-684-7191
This issue could have to do with a dirty fingerprint reader, a threshold setting too high, or simply a hard-to-read set of fingerprints. Our experts can take a look and solve this for you quickly.