Glitchy RTO software triggers drop in LL applications in Karnataka

Hubballi: Regional Transport Offices (RTOs) across Karnataka have reported a drop in learner’s licence (LL) applications following the rollout of the SmartLock software, an AI-enabled security layer embedded into the state government's Sarathi platform to prevent impersonation in online tests. 

Data from various RTOs accessed by DH shows that Chitradurga (80%) has seen the sharpest fall in LL test applications. Bagalkot (50%), Hubballi (30%), Hosapete (47%), Shivamogga (15%), Sirsi (20%), Belagavi (30%), Kalaburagi (20%) are the other RTOs that have seen a decline in the number of applications. 

Officials acknowledge the slump, attributing it to a combination of technical errors, compatibility issues, and authentication failures that are preventing legitimate applicants from even entering the test window. At the same time, they claim that the system has helped reduce malpractice and middlemen intervention, making the test legally defensible and transparent. 

The problem begins at the entry stage itself. The SmartLock application, designed to create a secure and tamper-proof environment, requires specific operating systems. It supports only Windows 10 and above on desktops and offers limited functionality on Android. Many users report that the software cannot be installed or crashes during the face-authentication process.

Candidates who opt for Aadhaar-based face verification say the AI tool fails to match their current appearance with their Aadhaar photograph, locking them out of the system. Once the authentication fails, the test session closes automatically, forcing candidates to cancel the application, lose their paid fees, and reapply through the mobile verification route.

“It recognises my face briefly and then throws an error before closing the window,” said Shashank B of Hubballi. “I tried in multiple lighting conditions and backgrounds, but it just doesn’t work. The RTO staff say it’s a software issue and cannot help,” he said.

As a result, the software has created two opposite outcomes: one, it has curbed fraudulent activities, making it harder for middlemen to appear as proxy candidates; two, it has blocked thousands of genuine applicants from completing their learner’s licence tests.

Unable to resolve the issue on their own, many candidates are now turning to driving schools or approaching local RTOs for help in navigating the process.

A senior RTO official, requesting anonymity, said the SmartLock system is “central to transparency and legal defensibility”, ensuring that every test is traceable and secure. “It is part of the ministry’s broader shift towards digital governance. While we are aware of the technical issues, this mechanism has strengthened our data protection and eliminated impersonation,” the official said.

The department has recently asked RTOs to submit detailed reports regarding the technical and procedural challenges faced after SmartLock's rollout. “We have assessed the situation and submitted our feedback to the higher authorities for review,” the official added.

Speaking to DH, Additional Commissioner of Transport (e-Governance) Jnanendra Kumar said, "The software has effectively curbed fraudulent activities and is enabling only genuine applicants through Aadhaar or mobile authentication. Being AI-based, it requires a proper setup and accurate steps for face verification. So far, no RTO has given negative feedback about the software."