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Scanner taking IDs but scan results are not displayed

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 Visual-AIDD 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 Visual-AIDD. 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 Visual-AIDD 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".

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 Visual-AIDD 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 Visual-AIDD:

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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 AssureID is running:

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

If the icon is covered by a red X, the service might be suspended. Check the status of the Visual-AIDD program. 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". 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 AssureID.

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 AIDD-5000:

Right-click on the AssureID 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 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 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 Visual-AIDD 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-AIDD to open and try scanning an ID.

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