If your ID scanner is not pulling Driver's License data into Visitor Management, please follow the steps below to troubleshoot and resolve the issue

Test the Connection Between Your Scanner and Computer:

1. Make sure that the scanner is plugged directly into the computer and not through a USB hub or dock.
   1. If your scanner was previously working on this computer, try power cycling the scanner by unplugging the USB and power cables for at least 15 seconds before reconnecting. Then log into Visitor Management and try scanning an ID.
   2. If issues persist, please continue to the steps below.
2. Next we will check the the scanners ability to scan outside of Visitor Management, using a stand alone application included with your AssureID installation: Reveal ID.
3. Open the Windows Start menu and search for/open the Reveal ID app. Ensure that your scanner is plugged into the computer.
   1. If the scanner is connected properly, at the bottom of the window you will see Scanners connected followed by the make/model/serial # of your scanner.
   2. Insert an ID into the scanner to make sure it can successfully pull the data from the ID. If successful, you will see the Driver's License data displayed in Reveal ID.
4. If the scanner is not showing as connected in Reveal ID, it issue could be the USB cord or the scanner itself:
   1. Try unplugging the USB cord from the back of the scanner and plugging it back in to ensure proper connection. 
   2. Try using a different USB port on the computer. 
   3. Try using a different USB cable. 
   4. If the scanner continues to have issues connecting to Reveal ID, please check the Printers & Scanners settings in Windows to verify that it is showing as connected. It could be that your scanner is damaged and needs to be replaced.

Verify the Required Software is Running:

1. The following software applications are required and must be running on the computer in order for Visitor Management to communicate with your locally installed scanner.
   1. AssureID:
      1. AssureID is a background process that can be located in the System Tray (up arrow) in the bottom right of the Taskbar. 
      2. Right-click on the AssureID logo and select "AssureID Settings…". Navigate to the Service tab and make sure that Service Status shows it as Running. If not, click Start.
      3. If you do not see AssureID running in your System Tray, you can open it from the File Explorer folder: “C:\Program Files\Acuant\AssureID\bin”. Locate and open the file named: AssureTec.AssureID.Platform.SystemTray.exe.
   2. ID-AIDD:
      1. ID-AIDD is a background app that can be found in the Windows Task Manager under Processes. 
      2. If you do not see it running, you can open it from the File Explorer folder: “C:\Program Files (x86)\ID-AIDD”.
   3. Navigate360 ID Scanner App:
      1. The Navigate360 ID Scanner app is a background app that can be located in the System Tray (up arrow) in the bottom right of the Taskbar. 
      2. If the app is not showing in your System Tray or Taskbar, you should be able to launch it from the computer's Desktop. 
      3. It is important that this app remain open, you can use the Minimize to System Tray button to hide the app from view without closing it completely.
2. If you found that any of these applications were not running, please log into Visitor Management and try scanning an ID.
3. If issues persist, please continue to the next section.

Verify the Settings Saved in Visitor Management and the Navigate360 ID Scanner App:

1. Log into Visitor Management and navigate to Device Settings by clicking the gear icon on the Side Navigation menu. Then select the ID Scanning Method tab.
2. Ensure that you have the correct Scanning Method selected for your ID Scanner.
3. Make sure that the Scanner has been added correctly on the ID Scanning Method page. It should show in a box containing the Name and ID of the scanner, located directly under the Add Scanner fields.
   1. While the Scanner Name can be anything you would like it to be, the Scanner ID must match the Serial Number located on the bottom of the scanner. 
4. Verify that the Scanner ID in Visitor Management matches the Serial Number as it is shown on the bottom of your scanner, including capitalization. 
   1. If no scanner is showing on the ID Scanning Method page, enter a name of your choice into the Scanner Name field and the Serial Number from the scanner into the Scanner ID field. Then click Add Scanner.
5. Next, open the Navigate360 ID Scanner App from your System Tray and verify that the District ID, Building ID, and Station ID fields match what is shown on your ID Scanning Method page.
   1. The District ID and Building ID are both located in the information box near the middle of the page.
   2. The Station ID should also match the Serial Number on the bottom of your scanner. Same as the Scanner ID from the previous step above.
6. If you continue to experience scanning issues after checking the above settings, it could be that the incorrect permissions are set for the Result folder that data is temporarily written to before being sent to Visitor Management. Note: the following steps will require Administrator access to the computer.
   1. You can locate the Result folder in File Explorer by navigating to “C:\Program Files (x86)\SchoolCheckIN”.
   2. Right-click on the Result folder and select Properties. 
   3. Go to the Security tab and select the Users group in the upper window. Then verify that “Full control” is set to Allow in the lower window.
      1. If you needed to apply Full Control access permissions to the Users group, please insert a Driver's License into your scanner and wait for it to be ejected. This scan will not display in Visitor Management as it is forming the connection between the Result folder and the Navigate360 ID Scanner App. All scans thereafter will be sent to Visitor Management to complete the Visitor Check-in.

Congratulations, your scanner is now connected to Visitor Management and your software settings are configured for all future scans!