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Troubleshooting unresponsiveness or unexpected behavior

This page lists potential hardware and firmware issues. Check entries below if:

Possible LED patterns:

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

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

Details

Issue
The firmware on the reader may be incomplete and not fully functional.

You can verify for this issue as follows:

  • Firmware 1100 v1.25 or below / 1096 v2.40 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.
    BALTECH ID-engine Explorer showing the ID for an incomplete firmware on a USB reader

  • Firmware 1100 v2.00 or above / 1096 v3.00 or above:
    In BALTECH ID-engine Explorer, click Show Full Reader Info in the bottom right.
    Screenshot: More Reader Information button in BALTECH ID-engine Explorer
    In the BootStatus/Errors section, you'll see the error message IncompleteFirmware. Screenshot: Boot status error shown in BALTECH ID-engine Explorer

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

LED pattern:

  • Red blinks
    Diagram: Feedback pattern 2 of BALTECH readers after Wireless Upload has failed and reupload is mandatory
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 print-management reader LED is the wrong color

Details

Issue 1
LED color is typically controlled by the reader configuration. The color is green when the host interface is configured for

  • Tungsten Products - Default (for Embedded Clients)
  • Tungsten Products - Ethernet
  • Tungsten Products - Keyboard Emulation
  • Keyboard Emulation for Other Products

The color is red when the host interface is configured for

  • Tungsten MX Compatible - Default (for Embedded Clients)
  • Tungsten MX Compatible - Keyboard Emulation

Solution 1
Create a configuration and select the appropriate host interface option.

Issue 2
Some MFP clients control LED color to indicate login state or system status. Connect the reader to a PC or laptop and observe the LED, if the expected color appears then the client was controlling the LED.

Solution 2
Refer to the client documentation for LED color details and configuration options.

General hardware issue

Details

Issue
A reader component may be defective.

Solution
Check the reader health.

General firmware issue

Details

Issue
The firmware may lack a feature you need or have a critical bug.

Solution
See this how-to.

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