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 won't recognize the connected reader
You're already accessing the reader with a different BALTECH tool. A reader can only be accessed with 1 BALTECH tool at a time. The only exceptions are ID-engine Explorer and ConfigEditor: They can access the same reader simultaneously.
Close all other BALTECH tools. In ID-engine Explorer, you can alternatively click Disconnect Reader in the bottom right.
A BALTECH tool stops showing an Ethernet reader after a few minutes
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
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:
- In the reader selection dialog, click Show Details....
- Make sure Show Ethernet Readers is selected.
- Click Manual Ethernet Reader Search and enter the IP address.
When opening a configuration, I get the error "Component Undefined"
Component Undefined (Security Settings (BRP Communication)): Configuration values do not fit the raw data. Please contact Baltech AG. Editing this component is not possible.
This issue affects configurations that contain security settings and that were created with ConfigEditor v4.21.00, 4.22.00, or 4.23.00. In ConfigEditor versions above 4.23.00, the security settings are no longer editable, and the error message is displayed. The configuration itself still works as expected when deployed to a reader.
To edit the security settings, please use this workaround:
- Open the configuration with ConfigEditor v4.21.00, 4.22.00, or 4.23.00.
- Delete the security settings component.
- Click to save the configuration as a new draft.
- Open this draft with the new ConfigEditor version.
- Recreate the security settings and make the required changes.
- Save the draft and finalize it.
If you don't have access to any of the old ConfigEditor versions, please get in touch with us.
When finalizing a configuration, I get the error "Wrong Customer Keys"
Wrong Customer Keys: This Configuration was created for another Baltech Customer
The first version of the BALCFG file was finalized with a different customer key. When the first version of a BALCFG file is finalized, the BALCFG file is linked to the customer key on the reader connected to the computer. New versions of that file can only be finalized with a reader holding the same customer key. The reader that you're using now, however, holds a different customer key (learn more).
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
When you switch from BALTECH ID-engine Explorer to your test application, Autoread mode may be automatically disabled on the test reader.
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.
The project settings may be processed in the wrong order. If a configuration contains multiple project settings (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 project settings is processed first, they'll always produce a result (as every card has a UID), and so the PCN project settings will never be used.
Change the order of project settings in your configuration, so that the PCN project settings comes first in the list.
- Open the configuration in BALTECH ConfigEditor.
- In the left part 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
Project settings may be missing for that card type.
Please open your configuration in BALTECH ConfigEditor and check if it contains a project settings component for that card type.
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.
Check which frequencies the reader supports.
You try to read HID Prox, Indala, or Keri cards with a reader that doesn't have a Prox license (learn more).
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.
You try to read HID Prox, Indala, or Keri cards with an ACCESS2xx reader that is configured for Wiegand. In this case, the reader cannot read the project cards, even if it has a Prox license.
Please use one of the other host interfaces supported by ACCESS2xx.
The reader doesn't work anymore
A reader component may be defective.
Check the reader health.
Update the firmware.
A previous firmware update may have failed and left the reader with an incomplete, non-functioning firmware. This usually happens when a firmware update is aborted.
You can check for this issue as follows:
Firmware 1100 v1.25/1094 v1.02 and 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 v1.26/1094 v1.03 and 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.
Re-upload the firmware.
I want to connect via RDP, but can't find the reader on the server
USB redirection isn't allowed in the RDP group policies.
Edit the RDP group policies.