Troubleshooting during installation

BALTECH Uploader

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You may be using an outdated version of BALTECH Uploader.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 version 4.13.00 (released 12 June 2018) or above to load it.

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

I get the error "The required ConfigSecurityCode does not match"

Details

Full error message
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.

Screenshot: BALTECH Uploader error message "The required ConfigSecurityCode does not match"

Issue
The configuration you're trying to deploy has an invalid Config Security Code, i.e. it is not a new version of the existing configuration, but a completely different configuration. The reader rejects it to prevent unauthorized reconfiguration (learn more).

Solution
- To remove the existing configuration and deploy a configuration for a different project, remove the Config Security Code by doing a factory reset first. - If you want to update the currently deployed configuration, please create a new version instead of deriving a new configuration or creating one from scratch.

I get the error "The required Configuration Version does not match"

Details

Full error message:
The device contains a newer version of the configuration which blocks configuration downgrades for security reasons.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.

Screenshot: BALTECH Uploader error message "The required Configuration Version does not match"

Issue
If the reader has an existing configuration that was created with BALTECH ConfigEditor v4.15.00 (released 11 September 2018) or above, you can only overwrite it with a newer version of the same configuration - not with an older one.

Solution
To make a rollback to a previous version, please open that version in BALTECH ConfigEditor, create a new version from it, and deploy it. To load the current version anyway, please do a factory reset.

I get the error "Customer Key Signature does not match"

Details

Full error message:
Customer Key Signature does not match. Reader Disconnected.

Screenshot: BALTECH Uploader error message "Customer Key Signature does not match"

Issue
The 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 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 finalize it on a reader holding your company's own customer key.

A quick way to create the new BALCFG file is to derive it from the existing one. The derived file will not be linked to the same customer key.

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. 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 and select the reader.
  3. Open the Test Autoread tab, then click Yes to enable Autoread.

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. This includes:

If you use the VHL operation mode, you can enable ConfigCard support by running the VHL.Selectcall_made 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 and select the reader.
  3. Open the Test Autoread tab, then click Yes to enable Autoread.

Now you can use the ConfigCard 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.

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 has an invalid Config Security Code, i.e. it is not a new version of the existing configuration, but a completely different configuration. The reader rejects it to prevent unauthorized reconfiguration (learn more).

Solution 1
- To remove the existing configuration and deploy a configuration for a different project, remove the Config Security Code by doing a factory reset first. - If you want to update the currently deployed configuration, please create a new version instead of deriving a new configuration or creating one from scratch.

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

Solution 2

  • To make a rollback, please take the last working version of your configuration and create a new version from it.
  • To deploy the version that is on your ConfigCard anyway, please do a factory reset first.

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 finalize it with 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 Derive 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. Finalize 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.
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 and select the reader.
  3. Open the Test Autoread tab, then click Yes to enable Autoread.

Now you can use the LicenseCard 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 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 3
If you're unsure, you can check the frequencies supported by your reader.

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

Issue
The license couldn't be activated.

Solution
Please get in touch with us.

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 in server mode. In client mode, 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
Configure the reader to connect to the host.

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: