QS1000 QS2000 Troubleshooting Guide

QS1000 QS2000 Troubleshooting Guide



QS1000/QS2000 Troubleshooting Guide



We recommend that customers add the following expectation for the following paths for their antivirus - both for the PassagePoint server as well as all machines that install PassagePoint client. See Kb article on anti virus exclusions.

https://support.stopware.com/portal/en/kb/articles/passagepont-anti-virus-exclusions


Please check the following:


First, make sure the following folders should have full rights for the users: 


PPGlobal

• Open Windows File Explorer

• Navigate to "C:”

• Right Click “PPGlobal” 

• Select Properties>> click "Edit"

• Select Users at the bottom and check "full control" at the bottom>> click "OK"


CSActAPP

• Open Windows File Explorer

• Click view on top

• Check "hidden items"

• Navigate to "C:\Program Data right click "CSActAPP"  

• Select Properties>> click "Edit"

• Select Users at the bottom and check "full control" at the bottom>> click "OK"


Give Full Rights to the Acuant Folder 

• Navigate to “C:\Program Files (x86)”, right click “Acuant”

• Select Properties>> click "Edit" 

• Select Users at the bottom and check "full control" at the bottom>> click "OK"


 Give Full Rights to the Thales Folder 

• Navigate to “C:\Program Files (x86)”, right click “Thales” 

• Select Properties>> click "Edit" 

• Select Users at the bottom and check "full control" at the bottom>> click "OK"

#1) Test the key to make sure the activation key is good.


• Navigate to C:\Program Files (x86)\Acuant\SDK >> right click  "activation.exe" and run as administrator


In the bottom left hand corner you should see "General Status: Success"



If the Key is not showing "General Status: Success", let me know what the status is showing.


If the key is good. Proceed to the next steps.


#2) Turn Off Windows Power Saving Features


1. How to Disable USB Selective Suspend:

• Open Control Panel.

• Click on Hardware and Sound.

• Click on Power Options.

• Under "Preferred plans," click the Change plan settings link for the plan you're currently using. ...

• Click the Change advanced power settings link.

• Expand USB settings.

• Expand USB selective suspend setting > Change dropdown to Disabled.

​

2. How to Turn Off USB Power Save Feature:

• Open Control Panel

• Click on Device Manager

• Scroll down and select Universal Serial Bus Controller > Expand

• Select USB Root Hub > Right Click > Properties > Power Management

• Uncheck “Allow the computer to turn off this device to save power”

• OK to Save.

• Make sure you perform this step for all USB Root Hub option



3. Disable Hybrid Sleep Mode:

• Open up Power Options in the Control Panel. ...

• Click "change plan settings" next to your current power plan.

• Click "change advanced power settings"

• Click the + sign next to "Sleep"

• Click the + sign next to "Allow hybrid sleep" and change setting to "off"

• Click OK. 


4. Turn off Power Save Feature for the QS2000

• Scroll down and select Universal Serial Bus Devices > Expand • Select QS2000 Document Reader> Right Click > Properties > Power Management • Uncheck “Allow the computer to turn off this device to save power” • OK to Save


5. Unplug the Scanner from the USB and Reboot the PC.


6) Update the Application.ini.


• Navigate to C:\Program Files (x86)\Thales\Gemalto Document Reader SDK\3.7.1.16\Config and replace the 'Application.ini' file with the downloaded 'Application.ini' file

7) Test the scanner outside of PassagePoint using the utility below.


• Please download this test utiitly >> http://downloads.stopware.com/updates/AcuantSDK/IdTestUtility.zip

• Extract it into its own folder

• run the idtestutility.exe >> choose option 1

• The scanner name should appear at the bottom >> device(s) connected:

• If it does, place a Driver License inside face down >> hit scan ID >> it should scan


Is the Scanner able to scan?


If the Scanner is not able to scan and/or the IdTestUtility throws an error. Please reinstall the driver using the steps from KB Article

https://support.stopware.com/portal/en/kb/articles/force-reinstall-of-acuant-sdk-on-client-looping-sdk-installer


If the scanner is able to scan 


Update the Windows Environment Variables

•  Navigate to Windows Start> type "Edit the system environment variables" >> Select "Edit the system environment variables">>  Edit "Path" and move the "C:\Program files (x86)\Acuant\SDK" to the top >> click ok

• Reboot the PC


Do a quick test in cmd prompt to see if there are any errors before attempting to add the scanner to PassagePoint.

• Press Win + R to open the Run box, then type "cmd" and hit Enter to open it. Press Win + X (or right-click the Start button) and choose Command Prompt from the menu. Depending on your Windows settings, this may show Windows PowerShell or Windows Terminal instead.

• change directory to PPGlobal\client\windows. Type cd PPGlobal\client\windows then hit the enter key

• Type scanconsole.exe hit the enter key - you should see a blinking cursor under C:\PPGlobal\client\windows


 Let me know if it pops up any windows errors and send a screenshot of the error message(s)



If the cursor is blinking, close the command prompt and then login into PassagePoint and add the scanner.


7) Add the Scanner to PassagePoint

• Right Click PassagePoint Client Icon and run as Administrator

• Login to PassagePoint >> Add the scanner

• Navigate to Home> Station Preferences> Click add at the bottom

• Select Business cards & Id Scanners > Click Next

• Select Card Scanning Solutions > Click Next

• Select QS1000/QS2000/AT10K < Click Next

• Enter the Scanner Name

• Select the "Auto Detect Region", "Default Country" and "Default State"

• Update the photo brightness as needed. The higher the number the brighter, the lower the darker the scan will be.

• Select 600DPI > Click Finish

Please give PassagePoint 30secs - 1min to communicate with the scanner then Proceed to the next steps.


8) Add the Driver License Parser to PassagePoint

• In Station Preferences> Click add at the bottom


• Select Magnetic Strip Readers > Select Driver license Parser


• Give the Driver License Parser a name

• Enter the Activation Key

• Click 'Test'

• PassagePoint should return a success prompt

• Click Finish


9) Testing the Scanner in PassagePoint

• On PassagePoint login give the scanner 30secs to 1min to connect and initiate the scanner.

• Navigate to Home> Visit Center> Rapid Registration > Visit Entry

• Click ID / License Icon > Place an ID / DL into the scanner face down
















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