Right-click and launch PALIDIN as admin> Settings> General> Set the desired scan count. This will alert your end user to clean the scanner after the desired number of scans have been made. Once scanner has been cleaned, your end user should click the “Reset Counter” button

Regularly scheduled cleaning of the scanner is recommended to ensure that the device feeds document smoothly and delivers good quality images. The following components require cleaning according to the specified minimum maintenance schedule: (For older scanners we recommend every 5,000 scans)

Figure 25 - Cleaning Schedule

The instructions for cleaning these components are described separately for clarity. In general, it is recommended to clean all of the components that require cleaning at one time.

Over time, the feed rollers in the scanner will accumulate dirt from the documents being scanned, necessitating that they be cleaned regularly, see figure 24. When dirty, the feed rollers have a greater tendency to slip, misfeed, or jam, resulting in poor quality images.

To clean the feed rollers, an alcohol or water-based solution should be used. “Card Reader Cleaning Cards, CR80,” notebook screen cleaning wipes, or alcohol prep wipes/swabs are recommended, as long as they are water or alcoholbased.

Note: Do NOT use an ammonia-based cleaner.

There are a series of DIP switches on the rear of the scanner. By default, all ID-1xx scanners are shipped with their service DIP switches set to the OFF (UP) position. DIP switch #3 will put the rollers into a repetitive back and forth spin mode that is useful for cleaning the rollers.

Figure 26 - Cleaning the feed rollers

To clean the feed rollers, follow the steps below:

If irregular stripe patterns or artifacts appear in the scanned images, the CIS (CMOS image sensor) may be dirty. In this case, the CIS should be cleaned to ensure the scanned images are of good quality. The CIS can be accessed by opening the scanner.

To clean the CIS, an alcohol and/or water-based solution should be used. “Card Reader Cleaning Cards, CR80,” notebook screen cleaning wipes, or alcohol prep wipes/swabs are recommended, as long as they are water or alcohol-based.

Note: Do NOT use an ammonia-based cleaner.

Figure 27 - Cleaning the CIS To clean the CIS,

Over time, the magnetic stripe reader will require cleaning to remove buildup and to ensure proper operation and accurate reads of magnetic stripes.

Figure 28 - Cleaning the magnetic stripe reader

The document sensors are utilized to detect the presence of a document in the feed path. They are visible when the scanner is opened as small holes before and after the first roller on both the top and bottom surfaces. There are two pairs of sensors, the first pair (top/bottom) is before the first feed roller, and the second pair (top/bottom) is immediately after the first feed roller. Documents are detected by breaking the light path between the two sensors.

Dust or dirt may collect in these holes over time resulting in the scanner not properly detecting when a document is present. To avoid issues, these sensors should be cleaned to ensure the sensor path is free of dirt.

Figure 32 - Removing a jammed document from scanner

This means the USB cable is not connected. Check the USB cable to make sure it is securely connected to both the scanner and computer. Once the scanner recognizes the USB interface, the LED1 light will go back to its normal stable yellow, which means the scanner is ready for use.

This means the scanner is in an “error state.” Turn OFF the device then turn it back ON. The LED1 light should go back to its normal stable yellow, which means the scanner is ready for use.

In the event that the scanner does not power ON at all, follow these steps:

Our customer support team is available to answer any software or hardware questions you may have between normal business hours 7:00am to 5:00pm, U.S. Pacific Time, Monday through Friday. You can reach our support team by phone or email at:

Phone: 800.883.8822

Email: support@fraudfighter.com

Create a ticket by clicking the Support button in PALIDIN

You can visit our knowledge base articles here: https://palidinsupport.fraudfighter.com/

We strongly recommend our customers to use the software and hardware troubleshooting steps provided in this document before calling our support team. This will aid in shortening the resolution time. If you decide that it is necessary to contact our support team, gather the following information before the call:

An accurate, detailed description of the issue at hand.

Version of the software are you on

Workstation system specification (operating system, user security type, etc.)

If the issue is regarding a scanner device, record and provide the model and serial number of the device.

With changes and updates constantly being made to documents such as driver’s licenses and passports, it is imperative for FraudFighter customers to be using the most current version of the PALIDIN software and the AssureID Document Library. The original invoice date marks the start of a 12-month warranty period that can include software and Library updates and customer support, as well as access to special product updates and revisions. As your warranty period nears expiration, FraudFighter will contact you to renew these warranties. If renewed, you will receive an additional 12months of these services; you may also choose to purchase additional years of renewals ahead of time. If you choose not to extend your software warranties, there is an increased risk for false positives (IDs that are flagged, but are authentic). In addition, running outdated versions of PALIDIN software and Document Library also jeopardizes your ability to classify new document types, as well as detect and stop counterfeit documents. Whenever you call us with a software question, please make sure you have the following information readily available:

There is a limited warranty that applies to all hardware supported by FraudFighter. From the initial invoice date, the purchase of a hardware device automatically comes with 12-months of hardware depot service. You will be responsible for paying one way shipping and FraudFighter will pay return shipping on repaired items. As your warranty period nears expiration, a FraudFighter sales representative will contact you to renew these services for an additional year of coverage. Similar to software warranties, you may purchase multiple years of warranty coverage at any time during the warranty period, or at the time of your initial purchase. If you choose to forego hardware warranties, you will no longer be eligible to receive free repair services and you will be responsible for the repair cost of the scanner and/or replacement.

Whenever you call us with a hardware question, please make sure you have the following information readily available:

Model number

Serial number

Date of Purchase (if available)

In the event that the issue cannot be resolved over the phone, we will process a returned merchandise authorization (RMA) number. Please be advised that we cannot accept product returns without a corresponding RMA number.

Units out of warranty can still be repaired but they will incur a $250 upfront examination fee (includes evaluation, cleaning, calibration and inspection labor). This fee cannot be waived and it is not refundable (if the unit cannot be repaired). Once a technician has examined the unit, a repair quote will be send to the customer. The manufacturer cannot perform any work on a scanner until the repair quote has been approved and paid. Customer has the right to decline the repair quote in which case the $250 examination final invoice will be processed and the unit will be returned to the customer.
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If you have questions, please contact support by:

Calling 800.883.8822

Emailing support@fraudfighter.com

Monday-Friday 7AM - 5PM PST