IDS FAQs

Use the attached step-by-step guide to update the Verex-ID software. Some images in the guide may refer to Visual-AIDD - the process is however the same.

EULA

Please refer to the attached User Guide for the IDS-9000 Passport scanner for proper operations and maintenance.

Over time, especially if the unit is not cleaned often enough, the rollers that move the ID in and out of the machine may become dirty or worn out. Please buy and use simple alcohol pads to clean the scanner when the software prompts you. A box of 200 will cost about $3 and depending on your scan volume, this would last at least a year. This is the first step in greatly lengthening the service life of your IDS-1000. They should be located in either the first aid or diabetic section of any local pharmacy.

We strongly suggest you stay up to date with our advised cleaning schedule for the scanners. Otherwise, the rubber rollers on the IDS-1000 progressively collect some of the dirt on IDs and gain a larger diameter. This throws off the timing of the scan and ruins the result. At this point the scanner needs to be serviced with new rollers.

The attached guides explain how to clean your IDS-1000 scanner. The second guide goes into detail about cleaning the rollers specifically. This will extend the life of your scanner.

The attached guide explains how to clean and maintain your IDS-5000 (m500) scanner. This will extend the life of your scanner. We strongly recommend using the calibration card daily to maintain the best performance level. The can of compressed air should be used only if the calibration card reveals dust build up on the mirrors. The wet-alcohol cleaning card is only needed every 10,000 - 15,000 scans to clean dirt off the rollers, this does not clean the scanner or fix images.

1. If you get a message that your software is not using the latest version of the ID Library, close the program, run the latest installer and pick "Library Only Update": When prompted make sure you choose "repair" from the 3 options available.

2. If you still get the error when you re-open the program,make sure your software license is not expired and use the Control Panel to uninstall the Library and then repeat step 1.

Your current version is reflected in the Help tab of Verex-ID. Look for the month and year, the version of Verex-ID itself and the version of the ID Engine that runs on the background:

Month(s)are the easy to understand designation of the current full software version - most of the time FULL will be after this, if we have released a patch to fix a bug, it will say PATCH -

PATCH will bring the older FULL version up to date without having to re-install the whole program.

FULL, with a higher version number, is newer then PATCH. You want the highest version that is available, regardless. If you have a version that says PATCH, always check the update folder to see if it has been replaced with a FULL version withahigher version number.

Versionis the numerical designation under the Month that we use to track the Month and if we make any changes mid-month, such as patches or fixes. This is currently v8.0.2.0 If we make a change mid month, the PATCH should have a higher number than the FULL it fixes, but the next FULL will include that patch, and have a higher number.

ID Engineis the third part of the software, in this case its 4564 you just need these 4 digits when asking or checking for ID engine. This is the engine that the "Your Engine is Out of Date"warning refers to. If your computer has not been on-line in a long time to communicate with the license server, or your license was not activated correctly, you couldbe running an old - out of date- engine, even though the Month and Version appear to be the most current. Activating the license while connected to the internet is the fastest way to resolve this, then run the full update again.

Every 4-6 weeks, we release an updated version of the Verex-ID software that contains the most recent ID document additions to the library as well as various improvements, bug fixes or feature enhancements that improve the performance of the Verex-ID software. There are 3 ways that a customer can get updates, please choose the option or options that best suit your business needs andinform us how you wish to receive the updates and we will deliver them accordingly.

1st Update Option:Internet connected system. If acustomer can their computer or tablet running Verex-ID to the internet on a regular or permanent basis, we are able to automatically download the updates to that system using ShareFile, a secure tool will download the latest updateto a folder on the users desktop named "ID Science Updates" - Registered users will get an email notification from ShareFile once the latest version is available. The download will usually be complete within a few hours of the email notification, depending on the settings and internet speed. Userswill still need to double-click the update file to launch it. Please refer to theHow-to-update-IDScienceguide later in this section for how to install the latest version:

2nd Update Option: No Internet or system not connected. Once a month we willemail the registered user or administrator a link to download the to the latest version from our secure ShareFile server, the email comes from [email protected] - there is no need to log in or use a password, just click on the link and download the file manually. If there is not a good Internet connection for the computer running Verex-ID, this process can be done on any back-office or personal computer with a good connection and then the latest version file can be saved to a thumb drive and copied onto the computer running Verex-ID via a USB port.

3rd Update Option:This is essentially the same as1st Optionbut instead of waiting for ShareFile to download the latest version file in the background, the customer admin or account manager can log onto ShareFile ( https://ids.sharefile.com ) using their ID Science registered emailas the User Name and the password "12Updatesto get taken directly to the ID Science ShareFile page where they can choose the folder Shared Folders to then view the folder called ID Science Updates, where the latest version is located. Please refer to this guide linked in the bottom of this section, ID-Science Update Guide

Please note: As soonas the latest version has been uploadedto the ShareFile Monthly Updates folder, ShareFile sends a notification (to the email address used to log in with) letting the userknow its avaialble- this is the fastest option but requires them to log in.

Additional Terms: Advanced ID Detection uses ShareFile to upload certain data from Verex-ID to make improvements to the system. You may choose to opt out of this data sharing by choosing to update via the2nd Update Optionor contacting us with your request.

This guide gives detailed descriptions of all the features of the software and has answers to all your questions,

Please refer to this User Guide before contacting technical support!!

You can also access & download the latest version of this document as many others by clicking in the HELP menu/tab of the software and clicking the button 'DOCUMENTATION'

If you get an error Failed to upgrade application settings. Root element is missing., the user.config file may be corrupt. A generic one is attached. Stop the Verex-ID Sentinel Service and replace the attached file in the directory specified in the error pop up. Then restart the Verex-ID service.

You can refer to this guide for help with stopping and starting the Service: https://ids.zendesk.com/hc/en-us/articles/360004138693-How-to-re-start-the-AssureID-service

When enabled, this feature records the name and date of birth of each ID scanned into a temporary database. Thus, one can be alerted when the same ID is presented again within a certain time range. The passback feature and the passback alert range can be set on the Options/Passback tab. This feature guards against patrons passing a genuine ID back to someone else who may look similar (but may be underage) to utilize to gain entrance. It is important to do a facial check against the person!

The database file itself can by default reside in the standard local Config folder but could also be specified to be on a network accessible drive, and in fact can be the same database file for all stations with access to that common file location. This allows one to detect usage of the same ID at multiple entrances within a specified time frame. The Options/Passback tab allows searching for past occurrences of a particular ID and is also used for setting the Passback options.

A key factor in this approach is setting the Station name for each workstation in a multi-station environment such as a gaming facility with multiple entrances. You already may be familiar with setting the Business Name on the Options/Forms tab. This field identifies the business and is used in generating the Report Form. Two other fields can be filled out on this tab Station for entering the particular location at a facility (e.g. Front Entrance) and Operator (e.g. employee name/number).

You can add an ID to the Watchlist so that a message similar to the following will appear:

When you are on the Watchlist tab (under Options), the Populate w Current ID button will fill out some of the information in the tab (First Name, Last Name, and Date of Birth). The Date of Entry field will be the current date. The Notes field allows you to specify additional information (e.g. started fight, no cover charge). Pushing the Add to List button will immediately store the entry in a database file and a confirming message will appear in the List Log area.

The List DB File field specifies where the database file is stored (either locally or perhaps in a networked drive accessible to multiple stations). The file is currently stored as a Microsoft Access database file (with a .mdb extension). Its default location is in the Verex-ID config folder. However, a major advantage is that the file can be read from and written to from multiple workstations and any local changes made will be immediately available to other stations utilizing the same database file (e.g. multiple entrances at a gaming facility).

The Query List button will query the database for the current information while the Delete From List button will remove an entry from the database and will report the results in the log. The Open List button will attempt to open the database file with whatever application is currently used to deal with Access database files (typically Microsoft Access if it is installed). One can use Microsoft Access to import large existing lists form other sources (Excel, CSV) into the database used by Verex-ID.

The Watchlist window and menu can be accessed directly from the Summary Tab after an ID is scanned, the LIST button is located next to the CLEAR and MINIMIZE buttons near the bottom of the Summary screen. This gives the user the ability to quickly add a person to a list without requiring the Review function. If you do not see the button, you need to enable it by marking the corresponding checkbox in the HW tab under Options and clicking Save afterwards.

1. Reboot the system:

Turn the scanner off and disconnect it from the computer. Restart the computer. Turn the scanner back on and connect it to the computer. Unplugging the scanner and letting the computer restart without the scanner plugged in ensures that everything is ready to go before the scanner is plugged in.

2. Switch the port on the computer side:

Make sure your scanner is properly connected to your computer: the cable should be plugged in DIRECTLY into the computer and not through a USB hub.

Close the Verex-ID program and change the port that the scanner is plugged into on the computer. By plugging it into a different port, the computer recognizes it as new hardware and will start it as new. Re-open Verex-ID. Try scanning an ID.

If you only have one port (for example, you are using a tablet), try unplugging the scanner and plugging it back in (close Verex-ID before you unplug and re-open it after your plug the scanner back in), or restart the computer with scanner unplugged as per the instructions in step #1.

To verify that the scanner is connected, go to Device Manager and look for "Jungo Connectivity". You will have to expand the section to see what's listed. You should see M500 listed under "Jungo Connectivity".

How to Restart the Service.pdf

Right-click on M500 and click on "Properties". Device status should be "working properly".

If the device is not working properly, try installing the drivers as per the instructions in step #7.

3. Make sure only one instance of Verex-ID is running:

Having two instances open at the same time creates a conflict. Make sure only one instance is open - close the program completely (all the instances) and carefully re-open it.

4. Check the settings in the Options tab of Verex-ID:

If you had to adjust the settings, click on "Save", close the program and then re-open it. Try scanning an ID.

5. Verify that Verex-ID is running:

Verex-ID is the recognition engine behind the Verex-ID system. It runs as a Windows service in the background and is evidenced by a round icon in the Windows system tray in the lower right hand corner of the screen. Make sure it is not covered by a red X.

If the icon is not covered by a red X, close Verex-ID and restart Verex-ID following the instructions in the attached PDF guide. Re-open Verex-ID and try scanning an ID.

If the icon is covered by a red X, the service might be suspended. Check the status of the Verex-ID program. If it says "Stopped", you will have to start the service.

To start the service, right-click on the Verex-ID icon and click on "Start Service". The red X should go away and the status of Verex-ID should switch to "Ready". Close and re-open the program. Try scanning an ID.

If you are unable to start the service, follow the instructions in the attached PDF guide to restart Verex-ID.

If the service is started but the red X does not go away, there might be an issue with your software license. Proceed to step #6.

6. Make sure your software license is active and covers the usage of IDS-5000:

Right-click on the Verex-ID icon mentioned in the previous step and click on "Activate License" in the pop-up menu. A window with your software license key will come up. The first paragraph will tell you if your software license is active or not.

If your software license requires activation, click on "Activate License" (if your computer is not connected to the Internet, contact us for help).

You will have to restart Verex-ID after activation (follow the instructions in the attached PDF guide): right-click on the Verex-ID icon and click on Shutdown Service, then right-click on the Verex-ID icon again and click on Start Service. The red X should go away. Close and re-open Verex-ID. Try scanning an ID.

If your software license is expired or you're getting an error when trying to activate it - contact us and provide your software license key.

If your software license is active, click on "Information". You should see "Feature_SDK_DocumentWriter" in the list of Features & Options.

If you do not see this feature in the list, contact us and provide your software license key - we will need it to adjust your software license.

7. Make sure drivers are up to date and not corrupted:

Using the most recent update file, run the driver install. IMPORTANT: Close the Verex-ID program, turn the scanner off and disconnect it from the computer before you run the driver install.

Once the drivers are installed, restart the computer, re-connect the scanner to the computer, wait for Visual- to open and try scanning an ID.

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If you are able to open the software, Visual-AIDD or Verex, but then get the following error message when you scan an ID or try to use the review function, don't panic - its very easy to fix this!!!

Go to the options tab / menu and choose the sub-option - GENERAL and make sure that the box next to EXPIRATION WARNING is not checked off, then save and close and reopen the program, your scans will now display properly.

Verify that Verex-ID is running normally. Verex-ID is the recognition engine behind the Verex-ID system. It runs as a Windows service in the background and is evidenced by a round icon in the Windows system tray in the lower right hand corner of the screen. Make sure it is not covered by a red X.

If there is something wrong with Verex-ID, your scanner will not pull an ID through. Restarting Verex-ID usually fixes the problem. Follow the instructions in the attached PDF guide to restart the Verex-ID service. Try scanning an ID.

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If the Verex-ID icon is covered by a red X, the service might be suspended. Check the status of the ID Science program in the lower left corner of the window. If it says "Stopped", you will have to start the service.

To start the service, right-click on the Verex-ID icon and click on "Start Service". The red X should go away and the status of Verex-ID should switch to "Ready". Try scanning an ID.

If you are unable to start the service, follow the instructions in the attached PDF guide to restart Verex-ID.

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If the service is started but the red X does not go away, there might be an issue with your software license. Make sure your software license is active:

Right-click on the Verex-ID icon mentioned above and click on "Activate License" in the pop-up menu. A window with your software license key will come up. The first paragraph will tell you if your software license is active or not.

If your software license requires activation, click on "Activate License" (if your computer is not connected to the Internet, contact us for help).

You will have to restart Verex-ID after activation (follow the instructions in the attached PDF guide): right-click on the Verex-ID icon and click on Shutdown Service, then right-click on the Verex-ID icon again and click on Start Service. The red X should go away. Close and re-open Verex-ID. Try scanning an ID.

If your software license is expired or you're getting an error when trying to activate it - contact us and provide a description of the error along with your software license key.

The following guide shows you how to update to the latest firmware on the IDS-5000 scanner. This will improve stability and performance.

The following guide describes how the IDS-5000 scanner operates.

Refer to the attached document for information on how to start using your system.

The Windows Defender Security Center (or your virus protection) is blocking the update installer.

If there is an error right at the beginning saying that the package stopped working, cancel the process, and go to your Windows Defender Security Center and turn OFF the real-time protection in the Virus and Security settings section:

Then add the "ID Science Updates" folder, the "IDSUPDATES" folder (if you have it in the "Documents" folder on your computer) as folder exclusions.

Lastly, find the update file that you just tried to open - it will be in either your download folder or in the Monthly Updates folder on your desktop - the file looks like this but might have a more recent date

Add this file as a file exclusion to the Windows Defender exclusion list as well - just to make sure. Now restart your computer and run the update again.

You must re-start or the changes you just made won't save!

With the latest Windows updates, the Windows Defender Security Center will try to block certain actions that Verex-ID requires to function, including running the monthly updates and printing a PDF report from a recent scan

To resolve this, you need to add Verex-ID to the Exclusion list in the Windows Defender Security Center

First, it always best to close Verex-ID.

Windows Defender or other anti-virus software will often interfere with the updates as well as the proper operation of the Veres-ID software - to fix this we will need to add a few exclusions.

Go to the Settings option from the Windows icon, and type "Defender" in the search window. This will bring up the Windows Defender Security Center, when this is open, go to the option > Virus and Threat Protection and then Virus & Threat Protection settings and then add Exclusions for all the following folders associated with Verex-ID.

Click the Add Exclusion button, choose FOLDER, which prompts you to navigate to the folder you wish to add, they are all located in This PC and then in your Windows C drive. Add exclusions for the following folders:

Program Files (Acuant, Common Files)

Program Files (x86) ( Acuant, Adobe, AssureTec, Verex-ID, Common Files)

Restart your computer and then re-install the latest version of Verex-ID with Feedback to make all the changes are saved!

Sometimes installing an update can switch your settings back to the defaults, and if the Review tab disappeared, go to Options -> Login and make sure password is enabled. Check off the box and click on Save.

If you get a "stopping" error window and the Verex-ID program does not open, it could be one of the following known issues.

If your running an out of date version of the software, ( older than 90 days ) the Verex-ID software will not open at all until you update to the latest version. Simply update the software.

If you have recently updated the software and the program stillwon'topen,please locate the following software component and re-install it as follows:

1. Go to your Control Panel->Uninstall a Program, and if AssureID Sentinel is installed, please uninstall it.

2. Then go into Documents->VAUPDATE->files->button 1

Note: this folder may also be called IDSUPDATE.

3. Double-click on AssureID Sentinel and click through until it successfully installs. Follow all the prompts and if asked to Modify or Repair, choose Repair. If you get an error during the installation, please submit a ticket with the details and a screenshot.

4. After you install Verex-ID Sentinel, double-click on Verex-ID Document Library and click through to install it. If you get an error, submit a ticket.

AssureID is the recognition engine behind the Verex-ID system. It runs as a Windows service in the background and is evidenced by a round icon filled with a capitol 'A' in the Windows system tray in the lower right hand corner of the screen. Follow the attached instructions to restart the service.

Sometimes, the lid on the scanner is simply not clicked into closed position. If it is not closed all the way, the ID will not feed properly and you will get poor results or none at all. Make sure the lid closes all the way, it will 'click' into place when fully closed.There may also be a problem where it will not stay closed. In that case, carefully bend the metal tabs that hold the lid down near the front in order to get them to lock together better.

Make sure your software is completely up to date and running the latest version of the library. Make sure you clean your scanner and there are no smudges or dirt on the scanner lens or rollers.

If your software is up to date, and clean, and you are still getting bad results, your scanner is most likely worn-out. Please refer to the attached document to diagnose the issue.

1. Reboot the system:

Turn the scanner off and disconnect it from the computer. Restart the computer. Turn the scanner back on and connect it to the computer. Unplugging the scanner and letting the computer restart without the scanner plugged in ensures that everything is ready to go before the scanner is plugged in.

2. Switch the port on the computer side:

Make sure your scanner is properly connected to your computer: the cable should be plugged in DIRECTLY into the computer and not through a USB hub.

Changing the port that the scanner is plugged into on the computer will often solve the problem. By plugging it into a different port, the computer recognizes it as new hardware and will start it as new.

If you only have one port (for example, you are using a tablet), try unplugging the scanner and plugging it back in, or restart the computer (or tablet) with scanner unplugged as per the instructions in step #1.

3. Make sure only one instance of ID Science is running:

Having two instances open at the same time creates a conflict. Make sure only one instance is open: close the program completely (all the instances) and carefully re-open it.

4. Verify that Verex-ID is running:

Verex-ID is the recognition engine behind the Verex-ID system. It runs as a Windows service in the background and is evidenced by a round icon in the Windows system tray in the lower right hand corner of the screen. Make sure it is not covered by a red X.

If the icon is covered by a red X, the service might be suspended. Check the status of the Verex-ID program in the lower left corner of the window. If it says "Stopped", you will have to start the service.

To start the service, right-click on the Verex-ID icon and click on "Start Service". The red X should go away and the status of Verex-ID should switch to "Ready". Try scanning an ID. If the light is still blinking, install the drivers as per the instructions in step #6.

If you are unable to start the service, follow the instructions in the attached PDF guide to restart Verex-ID.

If the service is started but the red X does not go away, there might be an issue with your software license. Proceed to step #5.

5. Make sure your software license is active:

Right-click on the Verex-ID icon mentioned in the previous step and click on "Activate License" in the pop-up menu. A window with your software license key will come up. The first paragraph will tell you if your software license is active or not.

If your software license requires activation, click on "Activate License" (if your computer is not connected to the Internet, contact us for help).

You will have to restart Verex-ID after activation (follow the instructions in the attached PDF guide): right-click on the Verex-ID icon and click on Shutdown Service, then right-click on the Verex-ID icon again and click on Start Service. The red X should go away. Close and re-open Verex-ID. Try scanning an ID.

If your software license is expired or you're getting an error when trying to activate it - contact us and provide a description of the error along with your software license key.

6. Make sure drivers are up to date and not corrupted:

Using the most recent update file, run the driver install. IMPORTANT: Close the Verex-ID program, turn the scanner off and disconnect it from the computer before you run the driver install.

If drivers are not installed, run a complete setup. If the drivers are installed, run the repair setup. You can always augment this with a full uninstall and a new install of the drivers.

Once the drivers are installed, restart the computer, re-connect the scanner to the computer, wait for Verex-ID to open and try scanning an ID.

This is most likely a physical connection issue, USB not being plugged in all the way or plugged into the wrong port. Make sure the scanner is plugged into the computer. Try a different USB port.

If this does not solve your issue, then your problem might instead be the result of a hardware issue, such as a broken USB port on either the computer or the scanner. Try wiggling the USB port. If it is wiggly, and quickly switches from connected to not, then it could be broken and require repair.

A potential issue is for the USB port on the back of the scanner to not be fully fixed. This can limit any kind of good connection to the data board inside. In a worst case scenario, the USB port is fully snapped off and rolling inside.