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Asure ID Software Support

 

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Support Questions

Using your templates and data from Asure ID 5.X in Version 7/2009

When moving the data from the version 5.x Asure ID to the new Asure ID 7 version, you need to:

  • Copy the version 5.x database to the PC that the Asure ID 7 is installed on or copy it to a shared driver that the new PC has access to.
  • Then run the Import function to import the templates and data from the 5.x database into the Asure ID 7 database.
  • In most cases this means copy/paste the database from the version 5.6 to a location on the PC with the version 7 so that you can browse to the 5.6 database when running the Template and Data import above.
  • The version 5.6 database will not work directly with the version 7 Asure ID software so you cannot paste the 5.6 database into the same folder as the version 7 database.

 

Asure ID 7/2009 takes too long to open up.

With Asure ID 7 the database loads all records into memory up to a default value of 5000 records to allow for quick response in pulling up these records and images when searching/scrolling.

  • There is a setting in the Options menu on the Asure ID 7 software in the Template setup where you can limit the number of records that are loaded when the Asure ID 7 program starts up.
  • It will load record 1 through whatever number the Max Query Records is set to but the bigger the number the more records it needs to load before you can begin using software.
  • If the user needs to access some record beyond that number, they need use the Quick Filter to locate the record (by name for example).
  • If you add additional records, they will add at the end of the actual list of records (for example, if there are 2000 records and only 100 are loaded at start-up and you add a record, it will add it at the end of the list of 2000 records).
  • Setting the Max Query Records to 200 (for example) will generally decrease the boot-up time.
  • Also, using large photo files will also slow the boot-up time and also use up considerable memory resources.
    In most applications there is no need to change these default settings as even with 5000 records the system would boot up promptly.

 

Support Requests

What information should I include with each support request?

Please include the following information to assist the Customer Support Team Representative in helping you:

  • The Asure ID Software Serial Number
  • A brief description of the problem, issue or information requested
  • In the event of a program error, the exact text of any error messages received and the steps required to recreate the problem
  • The operating system of the computer being used
  • The exact version number and Asure ID product type you are using

The following support and troubleshooting incidents are specifically covered by technical support:

  • Application installation /uninstallation
    • Customer must have the proper resources, IT or Database Administrator available
  • Updates & Upgrades
    • Database issues related to updates & upgrades (specifically local Asure ID Access database)
  • Database
    • Database support is limited to the connection wizard in Asure ID. Technical support does not troubleshoot customer’s databases
  • Data entry
  • Live Linking
    • Customer needs to provide database administrative support if other than MS Access database
  • Import & Export
    • Importing from all supported sources (incl. CSV, ODBC)
  • ODBC
    • Customer must configure their own DSN’s for the ODBC connection
  • Reporting / audit issues
    • Support customers in retrieving desired report data (e.g. needed for Audits)
  • Signature pads
    • Topaz Signature Pad Models:
      T-LBK-460-HSB-R
      T-S460-USB
      T-S460-HSB
  • Camera connectivity
    • Logitech QuickCam V-VT16 (DShow)
      Microsoft’s line of webcams (DShow)
      Labtech webcam V-UAM32 (DShow)
      Imago’s camera (TWAIN)
      Canon Camera’s via InPhoto software (TWAIN, models SX110, SX100, A640, S3IS)
      Lumenera

Specifically Excluded Support Cases

  • Any sort of development related issues (e.g. Asure ID SDK related- different support product is required)
  • Devices, databases, cameras, and signature pads unsupported by the Asure ID software application.

 

About HID Asure ID Protect Plan

What is an HID Asure ID Protect Plan?

Asure ID Protect is a comprehensive customer care program designed to ensure the highest level of priority customer support with Asure ID products. Asure ID Protect saves valuable time and money for end users who purchase the Protect Plan in conjunction with Asure ID software. Customers with Protect Plans are entitled to request Support through all available channels including web portal, phone, and e-mail.

Which Asure ID licenses can be covered with protect plans?

In what increments can Protect Plans be purchased?
1-year and 2-year packages are available.

What is not covered by a Protect Plan?
The following is excluded from Support:

  • Any sort of development related issues (e.g. Asure ID SDK for which a dedicated support product is required)
  • Devices, databases, cameras, and signature pads unsupported by the Asure ID software application.