Global Entry "System validation error"
 

Hi all,

The last 3 times I've attempted to use the kiosks in US pre-clearance (as a NEXUS member) at YVR, I've got a "system validation error" right at the end of the process - after fingerprints, after answering the declaration questions and Ebola screening questions. CBP officers have told me "it happens some times" but it seems quite odd that it would happen to me three different times while the kiosks are working for others at the same time.

This is only at YVR, US kiosks at YYZ work fine for me as well as entering Canada at YVR and YYZ. It started happening after I went in to YYZ enrollment center to update my driver's license and address after moving from Ontario to BC.

Unfortunately I don't live in a city that actually has an enrollment center so it's difficult for me to go in and ask them to check what's up. Has anyone seen this before?

Global Entry Kiosk Error Messages
 

A few days ago I was going through the GE line at HNL where there are just 2 kiosks. The person at one of the kiosks was done and proceeded through the desks, as best I could recall. The kiosk he was using then displayed some arabic text in the middle of the screen, as if it were an error message. One of the two pilots in front of me summons an immigration officer, who takes his time wandering over to the Kiosk, maybe 30 seconds or so. Of course just before he can see the screen, the Arabic text disappears and the kiosk reverts to the normal ready screen. Officer asks what was wrong and pilot says 'it was displaying some arabic text but disappeared just as you showed up'. Officer jokingly pats himself on back for 'fixing' it and then wanders off while pilot 1 uses the machine successfully. I use the machine successfully thereafter.

Any idea what this was about? I'm fairly certain that the person who used it prior to the strange message displaying was using it in English. It struck me as peculiar. Unfortunately I don't read arabic so I don't know what it said, but my imagination wandered a bit thinking the system was hacked by the bad guys. ;) I don't think it was just the translation of 'take your ticket and present it to the immigration officer' as the text was the only thing on the screen, unlike when that message is displayed in english with the animations for removing ticket, etc.

Here's how I eventually resolved the issue.

Despite being told multiple times by US CBP and CBSA (I have Nexus) officers that my profile looked fine in their system, I contacted CBP through their website and explained the issue hoping someone more familiar with the technical intricacies of GE would take a look. I received the response below:
So despite being told over and over again that my profile was fine, my fingerprints were actually not there. Even when I went to the enrollment centre at LAX, the officer at first refused saying my fingerprints were already in the system until I showed him that email on my phone. Since having them re-captured, everything has been fine.

Thank you for the information.
I will contact CBP through their website first, and then I will see what CBP says.
If my finger prints were deleted for some reason, I will stop by LAX center next time when I travel overseas next month, I guess.
I used three different GE kiosks yesterday, That's because I got the error when I tried the first kiosk... That's strange. I think your case is the same as mine...

I got a response from CBP...

"Your TTP Profile is up to date, with your fingerprints. If you receive an error upon arrival, please see a U.S. Customs and Border Protection Officer, so that they can better assist you with your request."

I'm not sure if my finger prints were deleted, but I guess I need to stop by GE enrollment center anyways...

GE - “Eligibility Verification Error”
 

I suggest visiting a GE interview office with both passports to have them update the system.

Thanks for the suggestion mnbp.

Happy resolution: I used CBP's "Contact Us" on their website and got a response a few days later (they promised 15 day turnaround, so that was pleasant.)

"I have reviewed your Trusted Traveler account and repaired any and all account issues/discrepancies (if any). Your account should be fully active without any issues."

And sure enough, returning to the same terminal today (JFK T7), and using the same kiosk, I had no problem.

System Error at Global Entry Kiosk
 

Getting system error at Airport kiosk. I put my nexus card, scan my retina, answer the first page of questions and upon clicking next, it gives me "System Error". This has been happening for the past 3 years I always had to manually check in with the immigration officer.

Is there anything I can do to fix this? My CBP site is fine with all up to date information.

???

GE kiosks don't have a retina scan...

Strictly speaking, neither do NEXUS kiosks; it's an iris scan (the front of your eye) rather than a retina scan. Given the description it sounds like the OP is having problems with the NEXUS kiosks entering Canada rather than the GE kiosks used to enter the US.