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Identity Server

Updated
Product/Feature Problem Description Solutions
Enrollment and Authentication
  • The uploaded portrait is not being accepted during enrollment or profile update.
  • A valid face biometric is attached to the user's profile, but they get a "Sorry, we weren't able to recognize you." message on the screen of the Access reader.
  • Confirm that the enroll image meets the quality requirements. Please refer to document "Enrollment Image Quality Requirements" for details.
  • Retake the user's portrait against a uniform background with their eyes open slightly more wide than normal. Submit this new photo to their profile.
  • The CPU of the hardware running identity server may not meet the minimum specifications. Please refer to document "Minimum Installation Requirements" for minimum hardware requirements.
  • The face license may have reached a maximum user limit. Please contact support@princetonidentity.com for support with this issue.
Identity Server

"Unable to determine the IDS Host ID" is displayed on the Home page and/or the Licensing page.

 

The downloaded IDS host ID file is empty (i.e. 0Kb)

This error occurs because Identity Server looks for specific names of network adapters. The network adapter for the system Identity Server is installed on must be named one of the following:

  • enp3s0
  • ens192
  • eth0
  • Ethernet

Refer to the manufacturer's instructions for your specific OS to rename the network adapter.

NOTE: You must restart the server once renamed. On the homepage, select "Restart Server".
Identity Server The "PI Identity Server" Windows service fails to start.
  • 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.
Identity Server The Host ID file is empty, or a "500 Internal Server Error" occurs when attempting to download it. The system that the server is installed on is incompatible.
Identity Server Roles lost when you click on a device link that user is seeing an admin view To solve the user access/permission issue, you can create users specifically for enrollment in the IDS. In the IDS, under the Users tab, create an Enroller account with a p/w set. Next, that user can then login to the specific Access200 with those credentials (ensure that the device is in enrollment mode first). This ensures that they only have enroller privileges. 
Identity Server The server doesn't allow you to submit a face image/portrait (options greyed out) while displaying "N/A: Face not found. Please upload another picture." NOTE: This bug was resolved in software versions 2.23.2+, prior ones may present issues with face matching/scanning.
Identity Server Parent/Child server configurations behave inconsistently. 

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.
Identity Server The server displays an "Exception reading response" error when attempting to use SMTP. NOTE: The port MUST be set to 587 or 465. Any others WILL NOT work.
Identity Server The server immediately crashes and restarts after authenticating / creating a RankOne (face) template.

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:] > Windows > 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
Identity Server Identity Server is installed, but PostgreSQL isn't/unable to be installed

This is an issue with Windows Script Host. Please ensure that it is enabled. You can do this by proceeding to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Script Host\Settings, then verifying that there's an "Enabled" key. If not, right click "Edit", "New", "DWORD (32-bit) Value, name it "Enabled", then click "Modify", and set the value to 1.

Also, ensure that the user credentials have no spaces in the name.

 

 

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