Frequently asked questions

The following section provides answers to frequently asked questions.

Where are the AssureID Service logs, emulator samples, and captured samples located?

** The files are in the following location:

File	Location
License Key	C:\ProgramData\AssureTec\AssureID\
Calibration Files*	C:\Program Data\AssureTec\AssureID\Devices\
All AssureID related log files	C:\Users\Public\Public Documents\My AssureID Data\Logs\
AssureID installation log	C:\ProgramData\
CollectedSamples	C:\Users\Public\Public Documents\My AssureID Data\CollectedSamples\
Emulator Samples	C:\Users\Public\Public Documents\My AssureID Data\EmulatorSamples\
Library Customization (tuning)	C:\ProgramData\AssureTec\AssureID\
Barcode decoder (SwiftDecoder) license	C:\ProgramData\AssureTec\AssureID\SwiftDecoder\

• Use a separate folder for each device model

Note: If the AssureID Service runs under an account other than the default, that account needs Modify permission on C:\ProgramData\AssureTec\AssureID\SwiftDecoder.

How do I download the latest AssureID software?

** Software downloads are available via the AssureID support website.

Download software

1. Go to https://gbgamericas.my.site.com/support.
   • If you are already registered on the AssureID Technical Support website, you can log in using your email address and password.
   • If you remember your username, but have forgotten your password, click the I forgot my password link, and follow the instructions to retrieve your password.
   • If you have not previously registered on the website, click Register to begin the registration process, and then follow the instructions provided.
   • After you register, you’ll receive a confirmation at the email address you provided. Click the link in the email to activate your account.
2. When you are logged in to the support website, click Download. If this button is not present, contact AssureID Technical Support by phone or by submitting a ticket on the support website.
3. A list of available downloads is displayed. To begin downloading software, click on the filename. If no files are listed, contact AssureID Technical Support either by phone or by submitting a ticket.

Can I connect multiple TWAIN devices on a single workstation?

** No, only one Twain device can be connected at a time. For example, AssureID Sentinel does not support connecting an ID-150 and a ScanShell device to the same computer at the same time.

Does AssureID support running in virtual PC environments?

** AssureID will usually work fine in a virtual PC environment, but this configuration is not officially supported by AssureID. AssureID also does not support the use of any i-Dentify or other normally supported devices in such environments as well. This includes any Apple and Linux-based products running Windows in virtual environments.

Does AssureID support [this particular] document?

** AssureID supports hundreds of document types, all of which can change at any time. By default, the AssureID Document Library is installed with AssureID and contains the latest listing of documents supported at the time of that product versions shipment. The Library list is shipped in HTML format and can be accessed, by default, from:

C:\Program Files\AssureTec\AssureID\doc\AssureID Document Library.html

If you do not see a document listed that you have questions about, first make sure that you have the latest library listing, which is available with the latest release of AssureID and as a separate download in the Production Releases folder on the downloads website, or contact AssureID Customer Support at https://gbgamericas.my.site.com/support or at 866-520-1234. Normal support hours are 8:00 AM – 8:00 PM, U.S. Eastern Time, Monday through Friday.

Can GBG provide me with samples for the Device Emulator?

** Due to privacy and other laws, GBG provides only a select set of samples, available on the AssureID Downloads website under the Production Releases folder. You can get additional samples by using the Document Sample Collector or Reveal ID to save samples of documents captured on supported hardware.

What methods does AssureID use to activate the license keys online?

** If you are using the Automatic Activation option, you must be connected to the internet to activate your software license key. If the computer is behind a firewall, license activation requires that the firewall be configured to let port 443 (HTTPS) traffic in and out. The software should work without any issues behind a NAT because the NAT device/router is specifically tracking source and destination packet information.

The URL requested during the license activation is https://licensing.assuretec.com/LicenseServer/Activator.asmx (port 443).

To check whether you can access our central license activation service, go to: https://licensing.assuretec.com/LicenseServer/Activator.asmx

Note: If you are able to access the site, you’ll see the following message: This web service is not open to public access. This is expected behavior and means it is working correctly.

Activation uses a secure HTTPS connection by default. The related setting is described in Using a secure port HTTPS.

Configure HTTPS for activation

1. Right click the AssureID icon in the system tray and select AssureID Settings.
2. Select the Licence tab.
3. Select the Connect to secure port in license server checkbox.
4. After you save this change, try the activation. See the using the secure port section for more information.

   • If you still get the same error, you will need to ensure that these ports are unblocked or configured to allow your workstation(s) access to them. For more information, check with your IT department or technical service provider for your organization.

   • If you continue to receive the error, even after making any necessary networking-related changes to your organization, check with your ISP to ensure that there are no issues with their DNS servers accessing the site.

     Note: If you are unable to obtain the required Internet access, a license key can be activated manually using email.