Troubleshooting

• Insufficient IDS licensing - In Identity Server, click Settings>Licensing.  Verify that "Valid IDS license" is displayed near the upper-left corner of the Licensing page, and that the number of devices is sufficient for your installation.
• Incorrect IDS IP address - Verify that you have correctly entered the IP address for Identity Server (ex. https://<IP-address>:8443)
• IDS firewall port 8443 is not open or not accessible on the network - Contact your IT department to verify that your network is configured properly.

• Verify that the card technology is supported by the internal card reader. Please refer to document 5.4. Supported Card Technologies & Formats for details.
• The EyeAllow & Access200 cannot read cards that have encryption out of the box. Depending on the cards, it may be possible to use existing "config cards" to initialize the device, similar to configuring other HID card readers. If config cards are not available, please contact support to load the encryption keys prior to shipment.

• Auto-capture is disabled. To enable, navigate to the device's web page, then click on "SETTINGS"->"Mode". Click on "Change Identify Mode" then check the box for "Auto-Capture when someone is close to the device".
• The reader is configured for Biometric AND card mode. In this mode, a card must be scanned in order to start authentication. It only starts if the card is already associated with a person in IDS.
• The reader is configured for Biometric ON card mode. In this mode, a smart card with biometrics must be scanned in order to start authentication.
• The proximity sensor can be recalibrated. You can do this by taking the device offline, then going to Settings, Sensors, then Proximity Sensor, as outlined here.

Old versions of software include a bug where the IP address will not display properly. This was resolved in firmware v2.4.2 and software v2.23.0. The device web page can still be accessed via the correct IP address. The IP address can be determined using network tools or can be set to static via the device's settings button. It can also be accessed via its hostname, which by default is PI followed by the MAC address (ex: https://PIABC123DEF).

You can find the MAC address by selecting the Settings button at the bottom of the screen, then Device, then About. All of the device details will now be listed. 

*If this doesn't work, alternatively, you can attempt to ping the device by IP.

• Check the access control software logs. The device may be sending credentials that to do not have permissions at that particular door.
• Verify the card format that is configured in Identity Server and on the device. This card format must match with one card format that is defined in the access control software.
• Check the person's profile in IDS. People must have a credential assigned to them in the Identity Server in order for credentials to be sent to the access panel.
• Verify the physical connection between the device and the access panel.
• Verify the physical connection between the access panel and the electric door strike. Confirm the door strike is configured properly in the access control software.

• There is a conflict with the default server port. Port 8443 on the IDS computer must not already be in use.
• The service.properties file is misconfigured for the system. Verify any custom entries that were added to this file.
• The proper Java version is no longer installed or is corrupted.
• Download the wrapper.log file found in identity-server\service\log and email them to support@princetonidentity.com.
• Using any preconfigured access control appliances will cause issues.

NOTE: ALL parent/child Identity Servers, & ALL edge devices must be running the SAME software & firmware versions in order to prevent functionality issues.

Also, be sure to clear the device's cache (Settings > Caching > Clear Cache) periodically to prevent the potential corruption and transfer of stored data, which may cause issues within this type of architecture.

NOTE: The port MUST be set to 587. Any others WILL NOT work.

This is related to the processor that IDS was running on not having a certain hardware acceleration feature enabled. The face matcher we currently ship with the Identity Server relies on FMA3 instructions. (for hardware acceleration). This feature can be detected by running Microsoft's Coreinfo program. 

Extract the contents of Coreinfo.zip from that article to a folder (Local Disk [C:] > generally System32 or System64) and run Coreinfo or Coreinfo64.exe from a command prompt. If this feature is enabled, you should see the following line appear in the output list (note that the * character means it's available)
FMA             *       Supports FMA extensions using YMM state

This can be due to a number of things, including the host URL, missing/wrong credentials, security/certificate configuration, and or network issues. 

NOTE: Please ensure that both the Identity Server and edge devices are on the same network. 

NOTE: 1-way traffic isn't blocked on your network, or else the device(s) may face connectivity issues.

During recalibration, you may receive a prox sensor error if you don't either: return to the main menu on the device screen once complete, or ensure that the device is back on the main menu on the device screen before returning to operational mode using the web interface.

This is a network or firewall configuration issue. Please verify that any cabling is functional. The device may be sharing an IP address with something else, or the network wattage isn't set correctly (30W Max Output), or a security setting is interfering with the communication of the device.