Sometimes the U.are.U* online sensor just won't cooperate. Sometimes it's user error. Here is a list of steps you can try to get it working:
If you're still having problems please feel free to contact us at (800) 752-8140 and ask for UBB.COM Support.
* DigitalPersona, the DigitalPersona logo, U.are.U, and One Touch are trademarks, or registered trademarks, of DigitalPersona Incorporated