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Troubleshooting Mobile ID

The following list helps you troubleshoot typical issues that may come up during the use of Mobile ID.

The reader doesn't respond when a phone is presented

Details

When a phone with a Mobile ID app is presented to the reader, the reader doesn't give any feedback via LED or beeper.

Issue 1:
The reader hardware doesn't support Bluetooth. To check for this issue:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. In the section Supported RFID Interfaces, see if Bluetooth is marked with a green checkmark.

    Screenshot: Reader firmware version displayed in BALTECH ID-engine Explorer

Solution 1:
Obtain a reader with Bluetooth support. Appropriate article numbers include 10097-6xx, 10119-8xx, 1x115-6xx, and 1x117-8xx. We're also happy to provide personal support.

Issue 2:
The reader firmware doesn't support Mobile ID. You need firmware 1100 v2.06 or above (for standard readers) or 1096 v3.01 or above (for print-management readers). To check for this issue:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. The firmware version is displayed in the Basics section at the top.

    Screenshot: Reader firmware version displayed in BALTECH ID-engine Explorer

For print-management readers, you can also use Kofax Reader Maintainer to check the firmware version.

Solution 2:
Download a supported firmware file for standard readers or print-management readers and update the reader.

Issue 3:
The reader is not configured for Mobile ID.

Solution 3: Make sure the reader configuration contains a Mobile ID configuration component. There are 2 options:

If you use the template, make sure it contains the correct encrpytion key.

Issue 4:
The reader actually reads the ID from the app, but it's not transmitted to the host system, so reader feedback via LED and/or beeper isn't triggered. To check for this issue:

  1. Connect the reader to your computer.
  2. Open BALTECH ID-engine Explorer.
  3. Click Test Autoread Configuration.
  4. Present a phone with an active Mobile ID app and see if the ID is displayed in the dialog.

    Screenshot: Example Autoread test result in BALTECH ConfigEditor or ID-engine Explorer

Solution 4:
Check the host interface component of your configuration and/or host system settings.

Issue 5:
The Mobile ID app is closed or otherwise inactive. To work, the app must be open in the background and have the status Active.

Solution 5: Open the app. If the Active screen isn't displayed, instructions to fix the issue are displayed in the app. Do not close the app, but keep it open in the background.

The reader responds repeatedly to the same phone

Details

The reader responds repeatedly to the same phone and returns constantly changing UIDs of different lengths. Depending on its host interface configuration, it may beep by the second.

Issue: The configuration may include the Autoread All UIDs component, which causes the reader to read the UIDs of any card type presented. As many phone models act as cards (regardless of whether Mobile ID is installed or not), this can lead to constant redetection.

Solution: Replace Autoread All UIDs with specific Autoread components for the card types you want to read. If you only have Mobile ID in your project (i.e. no additional physical cards), remove Autoread All UIDs altogether.

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