Problems with GE passport readers at SFO
Oct 31, 2014, 5:11 pm
#1
Original Poster
Join Date: Aug 2006
Location: near to SFO and LHR
Programs: BA Gold, B6 Mosiac, VS, AA, DL (and a legacy UA 2MM)
Posts: 2,274
Problems with GE passport readers at SFO
In the past few months, I've had problems getting the Global Entry kiosks to read my passport reliably. One reader will not "see" my passport, but the next one will, etc. I assumed that it was my passport, which was showing its age.
But yesterday, carrying a new, recently renewed passport, I had the same problem with three machines in a row, until I noticed that I could enter my passport number manually if needed.
I wonder if anyone else has experienced problems like these - maybe there is some kind of maintenance issue with these machines.
But yesterday, carrying a new, recently renewed passport, I had the same problem with three machines in a row, until I noticed that I could enter my passport number manually if needed.
I wonder if anyone else has experienced problems like these - maybe there is some kind of maintenance issue with these machines.
Nov 3, 2014, 11:58 am
#2
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
In the past few months, I've had problems getting the Global Entry kiosks to read my passport reliably. One reader will not "see" my passport, but the next one will, etc. I assumed that it was my passport, which was showing its age.
But yesterday, carrying a new, recently renewed passport, I had the same problem with three machines in a row, until I noticed that I could enter my passport number manually if needed.
I wonder if anyone else has experienced problems like these - maybe there is some kind of maintenance issue with these machines.
But yesterday, carrying a new, recently renewed passport, I had the same problem with three machines in a row, until I noticed that I could enter my passport number manually if needed.
I wonder if anyone else has experienced problems like these - maybe there is some kind of maintenance issue with these machines.
And one trip last year into IAD none of the kiosks were working. Had to fill out the form while standing on line to see an agent. Fortunately, CBP knew about the problem and had set up an agent to which they were funneling only GE folks, so it did not take too long.
Nov 3, 2014, 12:22 pm
#3
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
Happened at JFK last week. 2 our of like 10 machines wouldn't read passports. The sensor glass was dirty with fingerprints. They definitely need more regular cleanings to keep the operation going.
I haven't noticed a manual entry section. Is there a trick to this or are some kiosks operating on different software versions?
I haven't noticed a manual entry section. Is there a trick to this or are some kiosks operating on different software versions?
Nov 4, 2014, 1:23 pm
#4
FlyerTalk Evangelist
Join Date: May 2002
Location: NYC, USA
Programs: AA EXP 3MM, Lifetime Platinum, Marriott Titanium, HH Gold
Posts: 10,968
Yes; it happens to me all the time. It usually takes a couple of tries to get the kiosks to read my passport. Sometimes I have to try multiple kiosks.
Once, at DFW last winter, I tried several kiosks and none would read my passport. Finally, a contract agent came running up and said "oh, don't use those; those are the bad machines; use that one over there that works!"
And sure enough, the kiosk to which she directed me read my passport on the first try.
I didn't know about the possibility of manual entry...good to know for the future!
Once, at DFW last winter, I tried several kiosks and none would read my passport. Finally, a contract agent came running up and said "oh, don't use those; those are the bad machines; use that one over there that works!"
And sure enough, the kiosk to which she directed me read my passport on the first try.
I didn't know about the possibility of manual entry...good to know for the future!
Nov 4, 2014, 3:39 pm
#5
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
In another thread I noted having fingerprint problems; if the machines are having trouble with pp's, I shouldn't be too surprised with my fp issue.
[So far I've not had pp problems, except one machine which did respond to my pp.]
[So far I've not had pp problems, except one machine which did respond to my pp.]
Nov 6, 2014, 4:37 am
#6
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
Neither of use has ever had a problem with our fingerprints. I do recall the agent who did our interviews saying that it was a good idea to bend your hand down slightly at the knuckles to improve fingerprint contract with the scanner.
Nov 6, 2014, 2:17 pm
#7
Join Date: Jan 2010
Location: Dallas Area
Programs: AA EX PLT, Lifetime Platinum, Marriott Lifetime Gold
Posts: 149
I have had the same thing happen to me in many locations.
In YUL many of the machines fail to read my passport.
On a trip in September coming back, many people had the same issue.
CBP needs to clean those readers more often
In YUL many of the machines fail to read my passport.
On a trip in September coming back, many people had the same issue.
CBP needs to clean those readers more often