Contacting Technical Support

Before you contact Technical Support, use the guidelines in the following sections to ensure that you have all the necessary information we need to provide you with a solution as quickly as possible.

Identifying and isolating issues

Before contacting support, assess the issue.

Software-related issues:

• GBG recommends (not requires) that you attempt to reproduce the problem you are seeing using the latest version of AssureID software and device drivers. GBG is constantly making improvements to the software and might have already addressed the issue you are seeing.
• Use the troubleshooting sections for AssureID (found in this guide). You might be experiencing a common issue, or one which already has a description and solution.
• Try to isolate any security settings in your operation environment that might be interfering with AssureID.

Hardware related issues:

• Ensure that you are using the latest version of device drivers, available as part of the latest AssureID and i-Dentify installations. The minimum i-Dentify driver is version 3.0*.x* and the minimum AssureID Sentinel version is 6.0.x.
• Follow the troubleshooting suggestions in the appropriate hardware user’s guide.
• Ensure that you have the correct software-based security levels for installing and operating the hardware within your environment.

Preparing information

If you decide that it is necessary to contact technical support, gather the following information:

• An accurate, detailed description of the issue at hand.
• Version of AssureID, i-Dentify and/or Reveal-ID currently in use.
• Workstation system specifications (such as the CPU brand, model and speed, and amount of RAM).
• Your AssureID license number (you may be asked for the first five digits of your license number).
• If the issue is regarding an i-Dentify device, the serial number and model of the device.
• Log files from applicable workstations.
• Samples of any document in question. Collect these samples using the Document Sample Collector, which comes standard with the AssureID software, or any other GBG supplied or approved sample collection utility, such as the one included with the Reveal ID application software. See the appropriate user guide for further information on collecting samples.

Contacting Technical Support

Contact Technical Support using one of the following methods:

Web: https://gbgamericas.my.site.com/support

Phone: 866-520-1234

Normal support hours are 8:00 AM EST – 8:00 PM PST, Monday through Friday.

If you are asked to provide document samples, or if you believe that the issue you are contacting GBG about involves specific documents, use the following procedure to capture and upload samples to GBG for analysis.

Document Samples

If you are having a problem with a specific document or document type, use the Document Sample Collector application to collect a sample of the document in question. You can find the collected sample by right-clicking on the sample and selecting Show in Windows Explorer. By default, document sample files use the following naming convention:

document type {sample id}**.sample

where the actual document type is indicated, along with a unique identifier (the sample ID).

Examples

ICAO Identification Card {2de9f61e-4f5b-40e2-8992-a14af75e8ba5}.sample
Massachusetts (MA) Identification Card Under 21 (2000) {da9157ae-bdc9-4859-ac2f-7b7b98174b95}.sample

If the file does not contain sensitive or personally identifiable information (PII), you can attach the file to the support ticket. Otherwise, upload the file using the following procedure and create a support ticket that describes the issue, including the file name, date, and the password to the file.

Submit samples that contain PII or other sensitive information

1. Add your files to a compressed (zipped) file.
2. Create a secure password to protect the zip file.
3. Upload the file to GBG.