Troubleshooting
To help determine whether a customer’s issue is software or hardware based, use the following troubleshooting sections. Be sure to have the customer review the AssureID User’s Guide for installation and operation of the application.
AssureID Service won’t start or generates an error at startup
Section titled “AssureID Service won’t start or generates an error at startup”Use the following troubleshooting steps to identify and resolve issues in which the AssureID Service will not start:
| Step | Description | Suggestion | If service won’t start |
|---|---|---|---|
| 1 | Check to see if the AssureID software suite is installed on a supported platform and all prerequisites are met. | If YES, continue to the next step. If NO, install the AssureID software suite on a supported platform where all pre-requisites are met. | Go to step 2. |
| 2 | Is the software activated with the appropriate key? | If YES, continue to the next step. If NO, activate AssureID with the appropriate key and restart the AssureID Service (please refer to section 4-C for activation instructions). | Go to step 3. |
| 3 | Are software firewalls or other security software blocking port 8765 or the executables directly? | If YES, unblock or add exceptions for port 8765 (TCP) and any of the executables as necessary. If NO, continue to the next step. | Go to step 4. |
| 4 | Does imhost have the entry for the localhost? | If YES, continue to the next step. If NO, see the following for more information on adding the localhost entry: http://support.microsoft.com/kb/101927 | Go to step 5. |
| 5 | Does the logged in user have the correct security settings to run AssureID? | If NO, the user or administrator will need to ensure that the proper security settings are in place for users of the workstation. Users should refer to their IT department or designated Administrator for more information. | Contact AssureID Technical Support. |
Document Capture Troubleshooting
Section titled “Document Capture Troubleshooting”Use the following troubleshooting steps to identify and resolve an issue in which your document reader/authenticator does not appear to be capturing documents correctly:
| Step | Description | Result | If issue is not resolved |
|---|---|---|---|
| 1 | Did you calibrate the device? | If YES, continue to the next step. If NO, calibrate the device. See Appendix A of the Devices User Guide for information about calibration. | Go to step 2. |
| 2 | Did you clean the device? | If YES, continue to the next step. If NO, try cleaning the device. See Appendix A of the Devices U**ser G**uide for information about cleaning. | Go to step 3. |
| 3 | Did you try the troubleshooting steps for the device? | If YES, the device appears to be functional, continue to the next step. If NO, see the troubleshooting steps in the Device**s User Guide. | Go to step 4. |
| 4 | Capture a sample of a document. | Capture a sample of a document (such as a driver’s license). See Document Sample Collector for more information. | Contact Technical Support. |
Device Emulator Troubleshooting
Section titled “Device Emulator Troubleshooting”Use the following troubleshooting table for issues while using the Device Emulator:
| Issue | Suggestion |
|---|---|
| When I launch the emulator, it never appears on the screen. | One possible fix is to remove the emulator user settings folder that is created the first time that the application is launched and closed under a user profile. If you are able to successfully launch the emulator under a different user profile on the same workstation, log back in under your user account and remove the following folder: AssureTec.Identify.Device_StrongName (there may be additional characters in the folder name) in the following location: **C:\Users[username]\AppData\Local\AssureTec_Technologies_In**. Next, re-launch the emulator and if successful it will run without error and upon exiting will re-create the settings profile. |