Verify that AssureID is running normally. AssureID is the recognition engine behind the Visual-AIDD 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 AssureID, your scanner will not pull an ID through. Restarting AssureID usually fixes the problem. Follow the instructions in the attached PDF guide to restart the AssureID service. Try scanning an ID.
If the AssureID icon is covered by a red X, the service might be suspended. Check the status of the Visual-AIDD 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 AssureID icon and click on "Start Service". The red X should go away and the status of Visual-AIDD 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 AssureID.
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 AssureID 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 AssureID after activation (follow the instructions in the attached PDF guide): right-click on the AssureID icon and click on Shutdown Service, then right-click on the AssureID icon again and click on Start Service. The red X should go away. Close and re-open Visual-AIDD. 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.