****Scanner scans when had is waved over. Scanner can not be oriented away from too much light or light from windows. See settings below to update detection in the 'application.ini' file from C:\Program Files (x86)\Thales\Gemalto Document Reader SDK\3.7.1.19\Config >> based on the SDK version the version folder (3.7.1.19) may vary
more details in #15428
IRDetect is used for detection on the QS2000 and assumes a hood and OK light environment, which is where there is no ambient removal for performance on the slower model.
However,
There are a couple things they can try without a concrete understanding of the issue.
Turn on basic ambient removal in the IRDetect, which should handle any light coming in that may trigger.
In the Application.INI file with the Accufil deployment, look for and edit the [ImageOverrides] section towards the bottom of the file. Like this. Note no # symbols on EITHER line, which will comment out the section and/or setting and have no effect.
[ImageOverrides]
AmbientRemovalIRDetect=1
Reduce the detection area moving it further back.
In the [DocDetect] section of the Application.INI, add
[DocDetect]
SearchAreaMultiplier=6
Default is 4.
Starting with 5 and go higher up to 8 max (which may not detect as too limited of an area)