FAQ

General Questions¶

What is GuacamoleID?¶

GuacamoleID is a facial recognition security application that protects your computer by automatically locking the screen when you step away and unlocking it when you return. It uses advanced AI to recognize your face and ensure only authorized users can access your computer.

How does GuacamoleID work?¶

GuacamoleID continuously monitors your webcam for your face. When it recognizes you, your computer remains unlocked. When you step away or an unauthorized person appears, it immediately blocks access to your screen. When you return, it recognizes you and unlocks automatically.

Is GuacamoleID secure?¶

Yes. GuacamoleID uses: - Advanced AI face recognition algorithms - Anti-spoofing technology to prevent photo/video attacks - Local processing - your face data stays on your device - Encrypted storage for biometric data - Optional cloud sync with end-to-end encryption

Does GuacamoleID replace Windows Hello?¶

GuacamoleID complements Windows Hello. While Windows Hello provides login authentication, GuacamoleID provides continuous presence monitoring. You can use both together for comprehensive security.

What cameras work with GuacamoleID?¶

GuacamoleID works with: - Built-in laptop webcams - External USB webcams - IR (infrared) cameras for Windows Hello - Intel RealSense cameras

Installation & Setup¶

What are the system requirements?¶

• Operating System: Windows 10/11 (64-bit)
• Processor: Intel Core i3 or AMD equivalent (minimum)
• RAM: 4 GB (8 GB recommended)
• Camera: USB or integrated webcam
• Internet: Required for account features and sync

How do I install GuacamoleID?¶

1. Download the installer from guacamole.ai
2. Run the installer as administrator
3. Follow the setup wizard
4. Create an account or sign in
5. Register your face profile

Can I install on multiple computers?¶

Yes, depending on your subscription:

• Free: 1 device
• Basic: 2 devices
• Pro: 5 devices
• Enterprise: Unlimited

How do I transfer my license to a new computer?¶

1. Sign out of GuacamoleID on the old computer
2. Remove the device from the web portal
3. Install GuacamoleID on the new computer
4. Sign in with your account
5. Your profiles sync automatically

Face Recognition¶

How do I register my face?¶

1. Open GuacamoleID
2. Go to User List > Add User
3. Position your face in the frame
4. Follow the on-screen instructions
5. Enter a name for the profile
6. Save

Why isn't my face being recognized?¶

Common causes: - Poor lighting (too dark or too bright) - Camera obstruction - Significant appearance change - Profile was created in different lighting

Solutions: - Improve lighting on your face - Clean the camera lens - Create a new profile in current conditions - Create multiple profiles for different environments

Can I have multiple face profiles?¶

Yes. You can create multiple profiles for: - Different lighting conditions - With/without glasses - Different cameras (RGB, IR)

Profile limits depend on your subscription tier.

How accurate is the face recognition?¶

GuacamoleID achieves high accuracy rates with properly created profiles. Accuracy depends on: - Profile quality - Lighting conditions - Camera quality - Anti-spoofing settings

Can someone unlock my computer with a photo of me?¶

No, if anti-spoofing is enabled. GuacamoleID's anti-spoofing technology detects: - Printed photos - Phone/screen displays - Video replays - Masks (with Depth Vision)

Block Screen¶

What happens when the screen blocks?¶

The block screen: - Covers all applications and desktop - Prevents access to your computer - Shows the GuacamoleID logo - Allows you to unlock with your face - Pressing any key goes to Windows lock screen

How do I unlock if face recognition fails?¶

Press any key on the block screen to go to the Windows lock screen, then log in with your Windows password.

Can I customize the block screen?¶

Yes, you can: - Add a custom background image - Adjust blocking speed - Enable/disable camera preview - Show/hide the registration button

How fast does the screen block?¶

You can configure blocking speed: - Very Fast: Immediate - Fast: ~1 second - Medium: ~2-3 seconds - Slow: ~5 seconds

Security Features¶

What is anti-spoofing?¶

Anti-spoofing prevents unauthorized access using photos or videos of authorized users. It verifies that a real person is present, not a reproduction.

What anti-spoofing levels are available?¶

• Off: No protection (not recommended)
• Passive: Background analysis
• Active: Requires user interaction
• Depth Vision: Uses IR camera for 3D verification

What is shoulder surfing protection?¶

Shoulder surfing protection detects when someone else is viewing your screen over your shoulder. When detected, it can alert you or block the screen.

How do I enable shoulder surfing protection?¶

1. Go to Settings > Security
2. Enable Shoulder Surfing Protection
3. Choose your response mode (Alert, Dim, Block)
4. Configure sensitivity

Account & Subscription¶

Do I need an account to use GuacamoleID?¶

A free account is required for basic features. Premium features require a paid subscription.

What subscription tiers are available?¶

Tier	Features
Free	Basic RGB recognition, 1 profile, 1 device
Basic	2 profiles, 2 devices, cloud sync
Pro	IR recognition, 5 profiles, 5 devices, analytics
Enterprise	Unlimited profiles, central management, API access

How do I upgrade my subscription?¶

1. Log in to the web portal
2. Go to Settings > Subscription
3. Click Upgrade
4. Select your new plan
5. Complete payment

Can I cancel my subscription?¶

Yes. Go to Settings > Subscription > Cancel. Your subscription remains active until the end of the billing period.

What happens when my subscription expires?¶

• Premium features become unavailable
• Multiple profiles may be limited
• Device limits enforced
• Your data is preserved

Cloud Features¶

What is Biometric Sync?¶

Biometric Sync allows your face profiles to be synchronized across multiple devices, so you only need to register once.

Is my biometric data secure in the cloud?¶

Yes. Your biometric data is: - Encrypted before upload - Stored with AES-256 encryption - Only accessible with your credentials - Never shared with third parties

Can I use GuacamoleID offline?¶

Yes. Core features work offline: - Face recognition - Block screen - Local profiles

Features requiring internet: - Profile sync - Web portal access - Account management

Performance¶

Does GuacamoleID affect computer performance?¶

GuacamoleID is designed to be lightweight: - Typical CPU usage: 2-5% - Memory usage: ~200-400 MB - Power saver modes reduce usage further

Does GuacamoleID drain laptop battery?¶

Camera usage does consume power. To optimize battery: - Enable Power Saver mode - Use Eco mode when on battery - Set shorter inactivity timeouts - Disable unused features

Why is my computer running slowly with GuacamoleID?¶

Possible causes: - Other applications using CPU - High camera resolution - Anti-spoofing processing - Insufficient system resources

Solutions: - Enable power saver mode - Reduce camera resolution - Close unnecessary applications - Check system requirements

Privacy¶

Does GuacamoleID store my photos?¶

No. GuacamoleID stores mathematical representations (embeddings) of your face, not photos. Original images are discarded after processing.

Who can see my biometric data?¶

Only you. Your biometric data is: - Stored encrypted on your device - Encrypted in the cloud (if sync enabled) - Never visible to GuacamoleID staff - Never shared with third parties

Can my employer see my face data?¶

No. Even in enterprise deployments: - Employers cannot view biometric data - Only usage statistics may be visible - Individual biometrics remain private

How do I delete my biometric data?¶

1. Delete profiles in the app or web portal
2. Remove your device from account
3. Delete your account (removes all cloud data)

Troubleshooting¶

GuacamoleID won't start¶

1. Run as administrator
2. Check system requirements
3. Update graphics drivers
4. Reinstall the application
5. Check for Windows updates

Camera not detected¶

1. Verify camera is connected
2. Check camera permissions in Windows
3. Close other apps using camera
4. Update camera drivers
5. Try a different USB port

Frequent false blocks¶

1. Adjust blocking speed
2. Improve lighting
3. Create additional profiles
4. Check camera positioning

Can't unlock the computer¶

1. Press any key for Windows login
2. Check lighting conditions
3. Clean camera lens
4. Restart computer if needed

Getting Help¶

How do I contact support?¶

• Email: support@guacamole.ai
• Web Portal: Submit a ticket
• Documentation: docs.guacamole.ai

How do I report a bug?¶

1. Use the feedback option in the app
2. Include steps to reproduce
3. Attach any error messages
4. Note your system configuration

Where can I find more documentation?¶

• In-app help
• Web portal help section
• This documentation site
• Knowledge base at support.guacamole.ai