To get your scanner back online, please follow the instructions below:
What state is the AssureID engine in?
In System Tray> hover over the Acuant A
If it is stopped, please restart the engine:
In System Tray> right click the Acuant A> click Start Service
Enable verbose details
Go to the system tray and locate the AssureID “A” icon > Right-click > Click “AssureID Settings.”> click the “verbose details” box > Click “apply” > the AssureID engine will restart, click “Ok.”> the engine will restart
Is your license current?
In System Tray> right click the Acuant A> click Activate License
Located towards the top of the License Activator page reflects your license expiration date
If the license is not current, please contact support. We will need to process a renewal and possibly revert your software back to an older version.
Are you missing any programs?
Navigate to Control Panel > Programs and Features> sort by Publisher> locate the Acuant and/or FraudFighter programs
You should have 3 AssureID/Acuant programs. If your programs are missing, please install them manually by clicking below:
Is your software up to date?
You can grab the latest version of PALIDIN here: https://www.fraudfighter.com/palidin/newinstallation
Is the scanner appearing in the device manager correctly?
Type Device Manager in the Windows Search Bar> open Device Manager> Expand Universal Serial Bus Devices> locate the scanner.
Are your ports in hibernation mode?
Step 1: Control Panel> Device Manager> Expand “Universal Serial Bus controllers” group > right-click the “USB Root Hub” device> “Properties”> Click the “Power Management tab” and uncheck “Allow the computer to turn off this device to save power “> Repeat steps for all the USB Root Hubs on the computer
Step 2: Control Panel> Hardware and Sound> Power Options> Click “Change plan settings” link to the right of your current power plan> Click the “Change advanced power settings” link> Expand the “USB settings” and then expand “USB Selective suspend setting “. Set it to “Disabled” to stop Windows from powering down any connected USB devices. v. Click Apply to save your changes
If Windows was set up to power off devices while in sleep mode, once those settings have been disabled, reboot the PC, and continue to use the system as normal.
Can we swap the scanner out with a known working scanner, or move the system to a different PC?
If the trouble follows the scanner, we can confidently determine this is a hardware issue and proceed with an RMA
If the scanner is not connecting after all these steps, we will need to collect logs and review the verbose details.
Can you collect the logs and send them over to us?
PALIDIN logs can be found here: C:\ProgramData\PALIDIN\Logs
In System Tray> right click Acuant A> Assure ID Settings> click the Logs button> attach the newest 4-5 set of logs to an email or support ticket
If you have questions, please contact support by:
Emailing support@fraudfighter.com
Monday-Friday 7AM - 5PM PST