How Can I Find My Hardware ID?

To display your Hardware ID, from IdentyTech Configuration Manager (Start->Programs->IdentyManage-> Configuration Manager), click Get Hardware ID.

An example of a Hardware ID is: BF9000Z4S12652

Please Note:  The “Hardware ID” is NOT a serial number that appears on the boxes with a shipped products!

If you cannot find the Hardware ID for the product you are activating, please contact IdentyTech Solutions Support Team at: support@identytech.com, for inquiries within USA please contact our US Team at: supportus@identytech.com .

How Do I generate a license file?

To retrieve a Hardware ID, open “Configuration Manager” (Start->Programs->IdentyManage-> Configuration Manager), and click on “Get Hardware ID” button. Copy the number that appears on the screen.

Please note: IdentyManage software or IDT-SDK must be installed prior to license generation.

Browse to http://crm.identytech.com, “License” section. Click on “Generate license” button and paste previously copied Hardware ID.  You can also mark modules and choose a relevant Sub-company in case available.

Click on “Generate” button. The system will automatically generate the license file.

In order to download the license file, press the “Download” near the Hardware ID in the list.

How Do I update a license file?

In case more terminals were purchased by the customer and needs to be used by the software, it is required to update a license file.

This can be simply done by logging into the CRM portal –> Licenses section.

To update a license file simply click the “Download” button near the hardware ID of your PC in the list.

This will download an updated license file.

After the license file is downloaded, please apply it by using a “Configuration manager”.

Software is installed but won’t start up

There might be a various reasons for this issue.  Check out one of the following steps in order to find a solution:

  1. Administrator privileges might be missing for your user account. The user account must have an administrative rights in order to access system folders and services. To fix this issue, run a software as an Administrator (Right click on the “IdentyManage Software” icon and choose “Run as Administrator” from the menu).
  2. The software does not have a valid license. In order to create a new license please copy your “Hardware ID” using the “Configuration manager”, log in into the CRM portal, navigate to “Licenses” section and generate a license for your PC.
  3. The database is inaccessible or connection string to database is incorrect. In case the software was installed using a remote “SQLServer” engine (SQLServer installed on another machine) please verify that the remote PC is online. In case the “Database connection” string is incorrect, please proceed with the following steps: Open the configuration manager, press “Settings” button and delete the value that appears in “Database connection string”. Click “Set” button in order to save the changes. Reopen the IdentyManage software. You will receive a message that there is no valid database connection is defined and automatically transferred to “Database Configuration” window. Choose desired “SQLServer” instance and click on “Test connection” button. Once you will receive a message of  successful connection, press “Save” button to apply new settings. The application will start loading.
  4. In case the software was upgraded from IdentyManage v8.15 or lower that was previously installed with “SQLite” database type. Delete the IdentyManage software and during installation choose “SQLServer” database type. (The installer will automatically install and create the required database.)
  5. The software was installed with “SQLite” database option marked through the installation instead of  “SQLServer”.  The “SQLite” database is no longer supported by IdentyManage software. Please uninstall and reinstall the software using one of the “SQLServer” database options.

No terminals appears in the software (in the search area)

There might be a various reasons for that:

  1. Check that the ports required by the application are added as exceptions in your firewall. Please note: Application’s installer is adding those ports automatically to the local firewall as exception during the installation. In case you have an additional (corporate) firewall that might block this ports through your network, please add the exceptions for the required ports manually.Click hereto see what ports are required.
  2. You computer has more than 1 active network connections. Please disable one of the cards (that is not used for communicating with the terminals) or assign the priority to the network card that is used for communicating with the terminals.
  3. Your license is does not contain this terminals. Please create a valid license or update a current license.
  4. The port 5001/1046 (unless changed) on which the search is operating might be use by another application or process. To verify that you can download a “TCPView” software that will show you detailed listings of all TCP and UDP endpoints on your system.Click hereto download. Close all other processes that are using the ports 5001/1046 and reopen the “Zones and Devices” window.

I forgot my password for IdentyTech CRM account

In case you forgot a password for IdentyTech CRM account, please write us an email to support@identytech.com. Also, please specify your Username and your company name.

New password will be automatically sent to you via email (to the email you registered with).

How Do I update the firmware on the terminals

There are two methods of updating the firmware on the devices:

  1. Manually – step by step (not recommended)
  2. Automatically – by using firmware update tool (recommended)

Prior to the update process you must download the firmware files from the CRM portal:

  •  IDTSapphire/ IDTWallmount devices: “SaphireWallmountFirmware.zip”
  • IDTJade / IDTAccess devices: “JadeAccessFirmware.zip”
  • IDTGate devices:  “IDTGateFirmware.zip”
  • Octopus (Minimoc/Secure IO) devices: “MiniMoacFirmware.zip”
  • IDT Time & Attendance devices: “TimeAndAttendanceFirmware.zip”

 

Updating process

  • Updating step by step (not recommended)

Unzip firmware file. Each of the firmware *.zip files contains 4 files, except of IDTGate firmware, which contains 3 files only.

Open IdentyMange application and click on “Zones” icon. Double-click on the device you want to update or mark the device and press “Settings” button. In the file menu choose one by one the following functions  by this order:

  1. Update kernel by choosing: “Kernel update” function from the menu and choose a file from unzipped folder: “uImage-***.bin”
  2. Update kernel by choosing: “Ramdisk update” function from the menu and choose a file from unzipped folder: “Ramdisk-***.bin”
  3. Update kernel by choosing: “Bootloader update” function from the menu and choose a file from unzipped folder: “u-boot-***.bin”
  4. Update kernel by choosing: “Application update” function from the menu and choose a file from unzipped folder: “IDTApp-***.bin”

For the IDTGate devices proceed with the update by the following order:

  • Update kernel by choosing: “Kernel update” function from the menu and choose a file from unzipped folder: “uImage-***.bin”
  • Update kernel by choosing: “Bootloader update” function from the menu and choose a file from unzipped folder: “u-boot-***.bin”
  • Update kernel by choosing: “Application update” function from the menu and choose a file from unzipped folder: “Ramdisk-***.bin”

 

  • Updating by using  firmware update tool (recommended)

Open IdentyMange application and click on “Zones” icon. Press “Firmware update button” in order to open firmware update tool. (In older versions of software the Firmware update tool will appear as a separate icon on your desktop).

Make sure you IDT devices are connected to the network and the application is able to communicate with the devices properly.
Mark the device in the tree view. You can also select multiple devices or select them by type in the “Mark by type” combo box. Once the devices are selected, press “Update” button. You will be ask to provide a firmware file. Choose the downloaded firmware file – *.ZIP extension (Do NOT extract the files from the archive). If you are updating a devices of the different type, the application will ask you to provide several *.zip files according to the device types that were marked. Wait until flashing firmware process is completed successfully. Once updating is complete, the device will automatically reboot.

How Do I change the IP address of the terminal

In order to change the IP address of the terminal please do the following steps.

  1. Open the management software and click on “Zones and devices” icon.
  2. On the “Site map” tree, mark the device you are willing to set ip to.
  3. Click on the “Set IP” button on the top of the screen, or right-click the terminal and choose “Set IP“.
  4. Specify new IP settings, and press “OK” to apply the new settings. The terminal will reboot and load with new IP settings.

Please note: The unit with incorrect IP settings will be lost.

In case you are willing to reset the IP settings to the default IP settings(for example: if you don’t know what the current address of the terminal is) please refer to the following article which will guide you through the reset process.

No Real-Time monitoring messages shown in the software

There might be a various reasons for that:

  1. Check that the ports required by the application are added as exceptions in your firewall. Please note: Application’s installer is adding those ports automatically to the local firewall as exception during the installation. In case you have an additional (corporate) firewall that might block this ports through your network, please add the exceptions for the required ports manually.Click hereto see what ports are required.
  2. The real-time monitoring service is not running. Please open the IdentyManage application and navigate to “Settings“. Press Start in the Real-Time monitoring service area.

If the service is failed start after certain period of time, please try the following steps: Right-click on “My computer” and choose “Manage“. Navigate to “Services and Applications -> Services”. Choose “IdentyManage  RealTimeMonitoring” from the list, right-click on it and choose “Properties” from the menu. Navigate to “Log On” tab and mark “This account”, type your current username and password and click OK. Try to start the service again.

  1. The port 5002/5005 (unless changed) on which the service is operating might be use by another application or process. To verify that you can download a “TCPView” software that will show you detailed listings of all TCP and UDP endpoints on your system.Click hereto download. Close all other processes that are using the ports 5002/5005 and restart the monitoring service.

What ports IdentyManage software is using? Do I need to open them in my firewall?

IdentyManage software is using the following ports:

TCP 5000:  Used for communicating with the terminals

UDP 5001 / 1460:  Used to search the units over the network.

TCP 5002: Used for receiving real-time monitoring notifications by the “Real-Time monitoring” service.

TCP 5003: User by PC identification service (remote identification)

TCP 5005: Used by the software to receive real time notifications from the “Real-Time monitoring” service.

TCP 1433:  Required in case IdentyManage software uses a remote SQLServer database.

Additional ports may be required while using custom modules.

It is required to open these ports in the firewall in order for the software to function properly. These ports are automatically added as a firewall exceptions on the local PC firewall,  through the installation of the IdentyManage software. In case you are using additional corporate firewall you need to open these ports manually.

How Do I set a static IP address on my PC?

To change the computer’s IP address open a Control Panel and navigate to “Network and Internet à Network and Sharing Center”

Then when the Network and Sharing Center opens, click on Change adapter settings”. This will be the same on Windows 7 or 8.x. Right-click on your local adapter and select Properties.

In the Local Area Connection Properties window highlight Internet Protocol Version 4 (TCP/IPv4) then click the Properties button.

Now select the radio button Use the following IP address” and enter in the correct IP, Subnet mask, and Default gateway that corresponds with your network setup.

Now close out of the Local Area Connections Properties window.

Now you can open the “Command prompt” and do an ipconfig  to see the network adapter settings have been successfully changed.

Fingerprint desktop sensor sensor is not acquiring image

Please verify that the sensor drivers were installed. The drivers are installed automatically with the installation of the software. If the drivers were not installed, please remove the software and reinstall it again.

If the issue still occurs, please verify that you have a Visual C++ Redistributable 2005 installed. If not, please download it from the internet and  install.

Restart the software and retry capturing process.