Troubleshooting during project setup

The following list helps you troubleshoot typical issues that come up when creating configurations or maintaining readers.

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

A BALTECH tool stops showing an Ethernet reader after a few minutes

Details

Issue
If an Ethernet reader is initially shown in the reader selection dialog, but disappears after a few minutes, this may be caused by the setup of your network: BALTECH tools use the Service Location Protocol (SLP) to identify Ethernet readers. These SLP requests may currently not be forwarded to the reader. For more details, please see this troubleshooting entry: Ethernet readers can no longer be found via SLP after a few minutes

Solution
Report this issue to your network administrator and refer them to the above link.

If you know the reader's IP address, you can work around this issue by manually searching for the reader:

1. In the reader selection dialog, click Show Search Options.
2. Make sure Show Ethernet Readers is selected.
3. Click Manual Ethernet Reader Search and enter the IP address.

I get the error "The Configuration component 'Undefined (Security Settings (BRP Communication))' couldn't be loaded"

Details

Error message
The configuration couldn't be loaded: The Configuration component 'Undefined (Security Settings (BRP Communication))' couldn't be loaded: Configuration values don't match the raw data. Editing this component isn't possible. Please contact BALTECH AG.

In versions below 4.26, the message is as follows:
Component Undefined (Security Settings (BRP Communication)): Configuration values do not fit the raw data. Please contact Baltech AG. Editing this component is not possible.

Issue
This issue affects configurations that contain a security settings component and that were created with ConfigEditor v4.21.00, 4.22.00, or 4.23.00. In ConfigEditor versions above 4.23.00, this component is no longer editable, and the error message is displayed. The configuration itself still works as expected when deployed to a reader.

Solution
To edit the security settings, please use this workaround:

1. Open the configuration with ConfigEditor v4.21.00, 4.22.00, or 4.23.00.
2. Delete the security settings component.
3. Click File > Save Draft to save the configuration as a new draft.
4. Open this draft with the latest ConfigEditor version.
5. Recreate the security settings (now referred to as AES Authentication and Encryption) and make the required changes.
6. Save the draft and release a configuration version.

If you don't have access to any of the old ConfigEditor versions, please get in touch with us.

I get the error "This config may cause issues" or "Enabling legacy support may cause issues"

Details

Error message (wording may vary slightly)
This BALCFG file was created with ConfigEditor v5.00.06 or below and may cause reader misconfiguration. ConfigEditor can create a new fixed version of the BALCFG file for you. However, this fixed version will not open with ConfigEditor v5.00.06 and below.

Issue
Issues may occur with configurations created with ConfigEditor v5.00.06 or below and with the Support Legacy Firmware Versions option enabled. If such a configuration contains a host interface component with values that differ from the reader's previous configuration (i.e. factory settings or a previously deployed configuration), certain values from the previous configuration may not be overwritten. This may result in unexpected reader behavior.

Solution

• You haven't deployed the configuration productively yet? Then we recommend you have ConfigEditor fix it. If the configuration is already released, ConfigEditor will create a new version to apply the fix. If the configuration is in draft mode, the fix will be applied directly to the draft.

• The configuration is already in productive use? Then first test one of readers to find out if the behavior needs to be fixed.

When releasing a configuration, I get the error "Customer key doesn't match"

Details

Error message
Customer key doesn't match: The previous version of this configuration was released on a reader with a different customer key. To release this version, you need a reader with the same customer key (signature 123456789).

In versions below 4.26, the message is as follows:

This Configuration was created for another Baltech Customer. Get a reader that has Customer Key with Signature 123456789 or configure this reader via Mastercard (see Menu 'Expert/Readers Customer Key').

Issue
The first version of the BALCFG file was released with a different customer key. When the first version of a BALCFG file is released, the BALCFG file is linked to the customer key on the reader connected to the computer. New versions of that file can only be released using a reader holding the same customer key. The reader that you're using now, however, holds a different customer key (learn more).

Solution
This happens typically when you use a standard BALTECH reader with a default customer key to update the configuration, while all your other readers are equipped with your company's own customer key. Please get a reader equipped with your company's own customer key and try again.

Autoread works in ID-engine Explorer, but not in my test application

Details

Issue
When you switch from BALTECH ID-engine Explorer to your test application, Autoread mode is automatically disabled on the test reader.

Solution
Disconnect the reader from your computer when you're done in ID-engine Explorer, and then reconnect the reader to start testing in your test application.

I configured the reader to scan for PCNs and UIDs as a fallback, but all I get is UIDs.

Details

Issue
The RFID interface components may be processed in the wrong order. If a configuration contains multiple RFID interface components (as in your case for UID and PCN), the reader processes them from top to bottom for every card - and it stops as soon as it gets the first result. If the UID component is processed first, it will always produce a result (as every card has a UID), and so the PCN component will never be used.

Solution
Change the order of RFID interface components in your configuration, so that the PCN component comes first in the list.

1. Open the configuration in BALTECH ConfigEditor.
2. At the top of the window, right click a component and use the Up and Down options to change the order.

The reader won't accept the project cards

Details

Issue 1
The reader's RFID interface might not be configured at all. Then the reader's Autoread mode is disabled, i.e. the reader doesn't autonomously scan for cards.

Solution 1
Create a configuration with an Autoread component. The easiest way to do this is Autoread Wizard.

Issue 2
The reader's RFID interface might not be configured for that card type.
This means that the configuration contains an Autoread component, but not for the required card type.

Solution 2
Add an Autoread component for the required card type to the configuration.

Issue 2
The reader may not be compatible with this card type. For example, you may be using a 125 kHz card, while the reader only supports 13.56 MHz cards.

Solution 2
Check which frequencies the reader supports.

Issue 3
You try to read HID Prox, Indala, or Keri cards with a reader that doesn't have a Prox license (learn more).

Solution 3
Order a BALTECH LicenseCard to equip the reader with a license.

Issue 4
You try to read HID Prox, Indala, or Keri cards with a reader that has the wrong Prox license type. If the reader has an SE license only, but no HID iCLASS SE Processor, it cannot read the cards (learn more).

Solution 4
Insert an HID iCLASS SE Processor (also known as "iCLASS SAM") into the reader to use the existing license, or equip the reader with a standard license. To do so, you can use a BALTECH LicenseCard.

Issue 5
You try to read HID Prox, Indala, or Keri cards with an ACCESS200 reader that is configured for Wiegand. In this case, the reader cannot read the project cards, even if it has a Prox license.

Solution 5
Please use one of the other host interfaces supported by ACCESS200.

The reader blinks red and doesn't respond anymore

Details

Issue
This issue affects ID-engine Z variants 12115-xxx-xx and 12117-xxx-xx running firmware 1100 v2.06.xx or below. It occurs when a configuration containing an OSDP component is deployed to such a reader (usually by mistake, as these variants don't support OSDP).

Solution
Please return the reader using our RMA form.

The reader doesn't work anymore

Details

Issue 1
A reader component may be defective.

Solution 1
Check the reader health.

Issue 2
The firmware may be outdated. For a history of versions, see our changelogs for ID-engine Z & ACCESS200 and ID-engine XE.

Solution 2
Update the firmware.

Issue 3
If a previous firmware upload was aborted, the firmware on the reader may be incomplete and not fully functional.

You can check for this issue as follows:

• Firmware 1100 v1.25/1094 v1.02 or below: BALTECH ID-engine Explorer will display a different firmware ID: For USB, readers it will display 1053 D-xxxxx. For Ethernet readers, it will display 1075 D-xxxxx.
  

• Firmware 1100 v2.00/1094 v1.03 or above:
  In BALTECH ID-engine Explorer, click More Reader Information in the bottom right.
  
  In the BootStatus/Errors section, you'll see the error message IncompleteFirmware.

Solution 3
Re-upload the firmware.

I want to connect via RDP, but can't find the reader on the server

Details

Issue
USB redirection isn't allowed in the RDP group policies.

Solution 1
Edit the RDP group policies.