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Send support information

Here's how you can retrieve and send us information about a reader when opening a support case.

  1. Connect the affected reader to your computer.
  2. Open BALTECH ID-engine Explorer.

    If you haven't installed it yet, you can download it here as part of BALTECH ToolSuite.

  3. Click the reader, then click Select.

    • If several interfaces are shown for the reader, please select HID.
    • Connecting an Ethernet reader currently only works in maintenance mode or with PKI encryption (learn more).

    Screenshot: Select a reader in BALTECH ID-engine Explorer

  4. In the bottom right, click More Reader Information.
    Screenshot: More Reader Information button in BALTECH ID-engine Explorer

  5. The Reader Details page opens, showing details about the firmware and configuration.

    This information does not contain any encryption keys or other sensitive data.

  6. At the bottom of the screen, click Copy this information.
    Screenshot: Copy This Information button in BALTECH ID-engine Explorer

  7. The information is presented in a copyable format.
    Copy it e.g. to a text file and send it to BALTECH support.