Your employee can scan successfully in the machine and the STAMS software is not enabled for the face and finger option. Then in the STAMS, try downloading from the machine. If still not resolved, please do as follows:
Go to STAMS and click on Guest.
Highlight the employee and Delete this employee ID from STAMS.
Go to the Recycle Bin in STAMS, and clear this employee ID.
Click Download from STAMS again.