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Troubleshooting during installation

The following list helps you troubleshoot typical issues that come up when deploying a configuration, assigning a bus address or a license, or installing readers.

If you come across a hardware issue and want to return a reader, please use our RMA form.

BALTECH Uploader

General

BALTECH Uploader won't load the configuration file

Details

Issue
You may be using an outdated version of BALTECH Uploader. If the configuration file was created with BALTECH ConfigEditor v4.15.00 (released 11 September 2018) or above, you need BALTECH Uploader v4.13.00 (released 12 June 2018) or above to load it.

Solution
Upgrade BALTECH Uploader. To do so, please download the latest version of BALTECH ToolSuite.

I get the error "Customer key doesn't match"

Details

Error message:
Customer key doesn't match: This file is encrypted with a customer key that is different from the key on the reader. Please re-export the file in ConfigEditor using a reader with the same customer key.

In versions below 4.26, the message is as follows:
Customer Key Signature does not match. Reader Disconnected.

Issue
The BEC2/BEC file was created with a reader that holds a different customer key than the reader you want to upload the file to. When a BEC2/BEC file is created, it is encrypted with the customer key on the reader connected to the computer. The file can only be uploaded to a reader holding the same customer key. The reader to which you want to upload it now, however, holds a different customer key (learn more).

Solution
This happens typically when productive readers are equipped with your company's own customer key, while the configuration was created on a standard BALTECH reader with a default customer key. To fix this, you need to create a new BALCFG file and release it on a reader holding your company's own customer key.

A quick way to create the new BALCFG file is to create a copy of the existing one. This copy will not be linked to the same customer key.

I get the error "File format rejected"

Details

Error message:
This file format is either invalid or not supported by the reader firmware version.

Issue 1
Your reader has a firmware version below 1100 v2.05, but the configuration you're trying to upload has been exported for firmware version 1100 v2.05 or above. (This export feature is currently only supported by certain custom ToolSuite versions.)

Solution 1
Update the reader firmware. You can download a supported firmware version from our website.

Issue 2
You're trying to upload a configuration or firmware file with an invalid format. Format errors may e.g. occur during file transfer, or when the file is edited with a non-BALTECH software tool.

Solution 2

  • If the file is a configuration you've created yourself, re-export it. To do so, open the BALCFG file in ConfigEditor and click Export Deployable File.
  • If the file is a configuration you've received from us, please contact us, and we'll resend the configuration to you.
  • If the file is a firmware from our website, download it again. If the problem persists, please contact us.

Wired Upload

I get the error "Configuration rejected"

Details

Error message
Configuration rejected: This configuration is for a different project than the one currently deployed. The reader rejects it to prevent unauthorized reconfiguration. To load this configuration anyway, please factory reset the reader.

In versions below 4.26, the message is as follows:

You are trying to load a configuration from a different project into the device. For security reasons, this action is blocked by the device. To load this configuration anyway, the device has to be reset to factory settings.

Issue
For security reasons, readers with an existing configuration only accept new versions of the same configuration (learn more here). The configuration you're trying to deploy is a completely different configuration.

Solution

  • If you want to use the reader in a different project, click Factory Reset to remove the existing configuration. Then you can upload the new configuration.
  • If you actually want to deploy a configuration update for the existing project, please use a different workflow for creating that update: Create a new configuration version instead of a new configuration or a copy of an existing configuration.

I get the error "Outdated version rejected"

Details

Error message:
This configuration version is older than the one currently deployed. The reader rejects it to prevent rollbacks to potentially insecure versions. To load this version anyway, please factory reset the reader.

In versions below 4.26, the message is as follows:

The device contains a newer version of the configuration which blocks configuration downgrades for security reasons. To load this configuration anyway, the device has to be reset to factory settings.

Issue
For security reasons, readers with an existing configuration only accept new versions of the same configuration (learn more). This applies to all configurations created with BALTECH ConfigEditor v4.15.00 (released 11 September 2018) or above.

Solution
If you want to deploy this version to this reader, click Factory Reset to remove the existing configuration. Then you can upload the older version. However, what we recommend is a different workflow:

  • If you want to make a version rollback on productive readers:
    Open the version you want to deploy in ConfigEditor. Create a new version from it and deploy this version to the readers.
  • If you want to try out different settings with a test reader:
    Don't release the configurations, but keep them in draft mode. Then you can overwrite one configuration with another without a factory reset.

Wireless Upload

I get the error "Configuration rejected"

Details

Error message
Configuration rejected: This configuration is for a different project than the one currently deployed. The reader rejects it to prevent unauthorized reconfiguration. To load this configuration anyway, please use Wired Upload. This allows you to first factory reset the reader and then deploy the configuration.

Issue
For security reasons, readers with an existing configuration only accept new versions of the same configuration (learn more here). The configuration you're trying to deploy is a completely different configuration.

Solution

  • If you want to use the reader in a different project, use Wired Upload. You'll get the same error message, but here, you can factory-reset the reader. This will remove the existing configuration and upload the new one.
  • If you actually want to deploy a configuration update for the existing project, please use a different workflow for creating that update: Create a new configuration version instead of a new configuration or a copy of an existing configuration.

I get the error "Outdated version rejected"

Details

Error message:
This configuration version is older than the one currently deployed. The reader rejects it to prevent rollbacks to potentially insecure versions. To load this configuration anyway, please use Wired Upload. This allows you to first factory reset the reader and then deploy the configuration.

Issue
For security reasons, readers with an existing configuration only accept new versions of the same configuration learn more).

Solution
If you want to deploy this version to this reader, use Wired Upload. You'll get the same error message, but here, you can factory-reset the reader. This will remove the existing configuration and upload the new one. However, what we recommend is a different workflow:

  • If you want to make a version rollback on productive readers:
    Open the version you want to deploy in ConfigEditor. Create a new version from it and deploy this version to the readers.
  • If you want to try out different settings with a test reader:
    Don't release the configurations, but keep them in draft mode. Then you can overwrite one configuration with another without a factory reset.

The target reader doesn't respond at all

If the reader gives no signal at all, please see the following error descriptions and solutions.

Details

Issue 1
The target reader isn't configured for Autoread mode (i.e. for autonomous operation). Wireless Upload can only be used with target readers operated in Autoread mode. This includes:

This issue usually only occurs with USB readers, e.g. an ID-engine Z that you may use for testing. ACCESS200 readers, for which Wireless Upload is designed, usually have Autoread enabled.

Solution 1
You can temporarily enable Autoread on the target reader with BALTECH ID-engine Explorer:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. On the left, click Test Autoread Configuration.

Now you can perform the Wireless Upload as described here. When you're done, click Reconnect in the popup that will be displayed. Otherwise, you can ignore this error message.

Issue 2
The reader is configured for Autoread mode, but Autoread has been disabled temporarily. This happens e.g. when the host sends a VHL or low-level command to the reader.

Solution 2
Reboot the reader. This automatically reenables Autoread mode.

Issue 3
The target reader's existing firmware doesn't support Wireless Upload. To support Wireless Upload, target readers need the following firmware:

  • 1100 v2.00 or above
  • Custom firmware originally created as of November 2021

Solution 3
Update the target reader's firmware using Wired Upload.

After the reboot, the target reader displays one of the following LED patterns

  • Yellow LED, followed by red flashes
    Diagram: Feedback pattern 2 of BALTECH readers after Wireless Upload has failed and reupload is mandatory

  • Red flashes
    Diagram: Feedback pattern 2 of BALTECH readers after Wireless Upload has failed and reupload is mandatory

Details

Issue
Due to an aborted upload, the firmware on the reader is incomplete and not fully functional.

Solution
Repeat the firmware upload, either via Wireless or Wired Upload.

AdrCard

If the reader has processed an AdrCard successfully, it will give the feedback described here. If the reader gives no signal at all, please see the following error descriptions and solutions.

No signal

Details

Issue 1
The reader isn't configured for Autoread mode (i.e. for autonomous operation). ArdCards can only be use with readers operated in Autoread mode. This includes:

Solution 1
You can temporarily enable Autoread on the reader with BALTECH ID-engine Explorer:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. On the left, click Test Autoread Configuration.

Now you can use the AdrCard as described here. When you're done, click Reconnect in the popup that will be displayed. Otherwise, you can ignore this error message.

Issue 2
The reader is configured for Autoread mode, but Autoread has been disabled temporarily. This happens e.g. when the host sends a VHL or low-level command to the reader.

Solution 2
Reboot the reader. This automatically reenables Autoread mode.

ConfigCard

If the reader has processed a ConfigCard successfully, its LED switches from yellow to green as described here. For all other cases, you can find signal patterns, error descriptions and solutions below.

No signal

Details

Issue 1
The reader's operation mode doesn't support ConfigCards.
By default, ConfigCards can only be used with readers operated in Autoread mode (i.e. autonomous operation). This includes:

If you use "pure" VHL, you can enable ConfigCard support by running the VHL.Select command with the parameter AcceptConfCard = true.

In all other operation modes, readers do not recognize ConfigCards.

Solution 1
You can temporarily enable Autoread on the reader with BALTECH ID-engine Explorer:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. On the left, click Test Autoread Configuration.

Now you can use the ConfigCard as described here.

Note: Once the reader has read the ConfigCard, ID-engine Explorer will display the error message The connection to the reader has been lost. The happens because the reader needs to reboot after having received the configuration. To re-establish the connection, click Show Connected Readers in the error message and select the reader.

Issue 2
The reader is configured for Autoread mode, but Autoread has been disabled temporarily. This happens e.g. when the host sends a VHL or low-level command to the reader.

Solution 2
Reboot the reader. This automatically reenables Autoread mode.

Red LED | 7 beeps

Diagram: Feedback pattern of a BALTECH reader when a ConfigCard couldn't be read.
Details

The reader couldn't read the ConfigCard.

Issue 1
You've removed the ConfigCard from the reader too early.

Solution 1
Please try again. Do not remove the ConfigCard before the yellow LED is off.

Issue 2
The ConfigCard is defective.

Solution 2
Please get in touch with us.

Red LED | 7 + 1 beeps

Diagram: Feedback pattern of a BALTECH reader that has rejected a ConfigCard for security reasons.
Details

Issue 1
The configuration you're trying to deploy is for a different project than the one currently deployed. The reader rejects it to prevent unauthorized reconfiguration. It only accepts new versions of the same configuration (learn more).

Solution 1

  • If you want to use the reader in a different project, do a factory reset first to remove the existing configuration. Then, you can deploy the new configuration.
  • If you actually want to deploy a configuration update for the existing project, please use a different workflow for creating that update: Create a new configuration version instead of a new configuration or a copy of an existing configuration.

Issue 2
The configuration version you're trying to deploy is older than the one currently deployed. The reader rejects it to prevent rollbacks to potentially insecure versions. It only accepts newer versions of the same configuration (learn more).

This applies to all configurations created with BALTECH ConfigEditor v4.15.00 (released 11 September 2018) or above.

Solution 2
If you want to deploy the version on this ConfigCard, you need to do a factory reset first. However, what we recommend is a different workflow:

  • If you want to make a version rollback on productive readers:
    Open the version you want to deploy in ConfigEditor. Create a new version from it and deploy this version to the readers.
  • If you want to try out different settings with a test reader:
    Don't release the configurations, but keep them in draft mode. Then you can overwrite one configuration with another without a factory reset.

Red LED | 7 beeps + 2 beeps

Diagram: Feedback pattern of a BALTECH ACCESS reader that has rejected a ConfigCard due to a wrong customer key.
Details

Issue
The configuration you're trying to deploy was created with a customer key that doesn't match the customer key on the reader (learn more). This happens typically when productive readers are equipped with your company's own customer key, while the ConfigCard was created with a standard BALTECH reader holding a default customer key.

Solution
To fix this, create a new configuration and make sure to release it on a reader holding your company's own customer key. You can use your existing configuration as a template:

  1. In ConfigEditor, open the existing configuration in BALCFG format.
  2. Click Create a copy for a new project and enter a configuration name and description. This creates a copy of your configuration that is not linked to the previous customer key.
  3. Release the configuration with a reader that holds your company's own customer key.
  4. Load the configuration on the ConfigCard. You can keep your existing ConfigCard. The old configuration will be overwritten.

LicenseCard

If the reader has processed a LicenseCard successfully, its LED switches from yellow to green as described here. For all other cases, you can find signal patterns, error descriptions and solutions below.

No signal

Details

Issue 1
The reader isn't configured for Autoread mode (i.e. for autonomous operation).
LicenseCards can only be used with readers operated in Autoread mode. This includes:

Solution 1
You can temporarily enable Autoread on the reader with BALTECH ID-engine Explorer:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. On the left, click Test Autoread Configuration.

Now you can use the LicenseCard as described here.

Note: Once the reader has read the LicenseCard, ID-engine Explorer will display the error message The connection to the reader has been lost. The happens because the reader needs to reboot after having been assigned a license. To re-establish the connection, click Show Connected Readers in the error message and select the reader.

Issue 2
The reader is configured for Autoread mode, but Autoread has been disabled temporarily. This happens e.g. when the host sends a VHL or low-level command to the reader.

Solution 2
Reboot the reader. This automatically reenables Autoread mode.

Red LED | 7 beeps

Diagram: Feedback pattern of a BALTECH reader when a LicenseCard couldn't be read.
Details

The reader couldn't read the LicenseCard.

Issue 1
You've removed the LicenseCard from the reader too early.

Solution 1
Please try again. Do not remove the LicenseCard before the yellow LED is off.

Issue 2
The LicenseCard is defective.

Solution 2
Please get in touch with us.

Red LED | 7 + 1 beeps

Diagram: Feedback pattern of a BALTECH reader if a LicenseCard has no more free licenses.
Details

Issue
There are no more free licenses left on the LicenseCard.

Solution
Please order a new LicenseCard.

If no licenses are left on the card, but the reader already had a license, it will instead indicate that an existing licence has been found.

Red LED | 7 beeps + 2 beeps

Diagram: Feedback pattern of a BALTECH reader if a license from a LicenseCard couldn't be activated.
Details

The licenses on this card are not supported by this reader hardware or firmware. Typically, this is due to one of the following 2 issues.

Issue 1
The reader doesn't support 125 kHz cards. This means it cannot read HID Prox, Indala, or Keri cards in general and thus won't accept the LicenseCard.

Solution 1
If you're unsure, you can check the frequencies supported by your reader.

Issue 2
You're trying to use a LicenseCard SE with a reader that doesn't have an HID iCLASS SE Processor inserted. However, LicenseCard SE contains discounted licenses that are only accepted by and will only work on readers with an HID iCLASS SE Processor.

Solution 2 Use a LicenseCard Standard instead of LicenseCard SE or insert an HID iCLASS SE Processor into the reader. Note that HID iCLASS SE Processor is only compatible with readers from the ISO/MIFARE product line.

Ethernet

An Ethernet reader indicates its state via its LED. All error states, their signals, and solutions are described below.

In our state specification, you can find a full overview of states and their indications.

No LED signal

Details

The reader has no power supply.

This can have various causes, depending on whether you use the wall power supply or Power over Internet (PoE).

Wall power supply

  • The power supply cable is not or not correctly connected. Connect the power supply cable as described here.

  • The power supply unit is defective. Replace the power supply unit.

PoE

  • The network cable is connected to the reader's Device port. This port isn't PoE capable. Connect the network cable to the reader's Network port as described here.

  • The switch connected to the reader isn't PoE capablee. Replace the switch or use the plug-in power supply unit that came with the reader.

  • PoE isn't enabled on the switch port connected to the reader.
    Check the switch configuration and make sure PoE is enabled on the respective port.

  • The switch/injector is not IEEE 802.3af compliant.
    Use an IEEE 802.3af-compliant switch/injector.

    A non-IEEE 802.3af-compliant switch/injector can irreparably damage the reader!

Details

The reader's network port is connected, but the reader hasn't obtained a valid IP address yet.

Issue 1
The DHCP server doesn't respond.

Solution 1
Make sure the reader has access to the network.

Issue 2
The DHCP server hasn't assigned an IP address to the reader.

Solution 2
Get in touch with your network administrator for troubleshooting.

Details

The reader has obtained a valid IP address, but couldn't connect to the host system yet.

This is only an issue for host applications implemented as a server. For applications implemented as a client, this signal indicates that the reader is ready for connection requests from the host.

Issue 1
The reader isn't configured to connect to the host.

Solution 1
Create and deploy a configuration that contains the host interface component. Ethernet - Host as Server.

Issue 2
The reader is trying to find the host via UDP introspection, but hasn't received the respective UDP packet yet.

Solution 2
Make sure the reader's Device port is connected to the respective PC (or other device).

Issue 3
The host isn't reachable at the address specified in the reader configuration.

Solution 3

  • Make sure the reader has access to the network.
  • Verify the host's IP address and TCP port and update the reader configuration if necessary.

Issue 4
The host is down.

Solution 4
Get in touch with your network administrator for troubleshooting.

Details

Neither of the reader's 2 Ethernet ports is connected.

Issue 1
The network cable is not or not correctly connected.

Solution 1
Connect the network cable to the reader's Network port as as described here.

Issue 2
The network cable is defective.

Solution 2
Replace the network cable.

Issue 3
The reader's Ethernet ports are configured for a transmission speed or duplex mode that is not supported by the network.

Solution 3
Switch to maintenance mode and do a factory reset. Then reconfigure the reader.

Details

The reader has received a UDP introspection frame, but failed to connect to the host.

Issue 1
The host isn't reachable at the address specified in the UDP frame.

Solution 1
Verify the host's IP address and TCP port.

Issue 2
The host is down.

Solution 2
Get in touch with your network administrator for troubleshooting.

Details

The reader couldn't reach the configured host despite several attempts.

Issue 1
The host isn't reachable (any more) at the address specified in the reader configuration.

Solution 1
Make sure the reader has access to the network.
Verify the host's IP address and TCP port and update the reader configuration if necessary.

Issue 2
The host is down.

Solution 2
Get in touch with your network administrator for troubleshooting.

Details

An IP address conflict occurred: Another network device is already claiming the IP address assigned to the reader.

Issue 1
A static IP address has been assigned twice.

Solution 1
Configure the reader with a unique static IP address.

Issue 2
The IP address assigned by the DHCP server is already used by another device.

Solution 2
- Check the DHCP server configuration.
- Get in touch with your network administrator for further troubleshooting.

Details

The reader's Device port is connected, but the Network port is not.
This means that the reader is in maintenance mode. If you have actually connected a network cable, check for the following issues:

Issue 1
The network cable is not or not correctly connected.

Solution 1
Connect the network cable to the reader's Network port as as described here.

Issue 2
The network cable is defective.

Solution 2
Replace the network cable.

Issue 3
The network isn't reachable.

Solution 3
Get in touch with your network administrator for troubleshooting.

Issue 4
The reader's Network port is configured for a transmission speed or duplex mode that is not supported by the network.

Solution 4
Do a factory reset. Then reconfigure the reader.

Power supply

Power-on resets occur

Details

Issue
The supply voltage may be too low. When the reader switches on its antenna field, a steep rise of supply current occurs. This may cause power supply spikes with voltage drops. Even if they're small, they may cause a power-on reset of the reader.

Solution
Check the supply voltage close to the reader with a suitable instrument to detect undervoltage spikes.

For more details on power supply, learn more here:

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