Thank you for visiting the VA Support page of Advantidge Inc., the country’s leading authorized service provider and value added reseller for HID Global’s Fargo HDP5000 Professional Series Card Printer. For personalized assistance from a member of our support team, please contact us by one of the methods below: online form, email, telephone or chat. For the most thorough service we recommend you complete the form to have a tech support representative address your needs with all the details ready. You may also click on the link below to send us an email request for support or on the chat support icon to the left to begin an instant message session with one of our support representatives. We are here to serve you from 8am to 5pm PST Monday through Friday and can respond in variety of ways using our online tools to provide you with the assistance you need.

If you have specific questions you would like addressed, please use the “Message” section of the Support Request Form below. If you need technical support for an ID card system that is not for the VA, please call us at 310-531-8505 and we will get you in touch with someone who can help. We look forward to assisting you and thank you for contacting Advantidge!

Contact us directly at:

Advantidge, Inc.
6101 W. Centinela Ave, Suite 335
Culver City, CA 90230 USA
Toll Free: 800-965-5932
Direct: 310-531-8505
Fax: 310-531-8516

Thanks again for visiting Advantidge.com !

In case of lost Episuite classic 6.x photo ID software Install CD click on the link below for the EPI Suite 6.x installation software (compatible with Windows XP).

http://www.iwsinc.com/Support/Demo_Request/EPISuite6.3.zip

Question:

How can I use my Card Studio software with my Windows printer driver?

Answer:

Card Studio defaults to using the built in Zebra ID card printer drivers that get installed with the software. To use this with any Windows card printer driver installed on your computer simply follow these steps:

1.) From File menu, select Card Print
2.) From Card Print/Process window, click on box with red arrow pointing down
3.) From Printer Selection menu, click on box Windows Driver and uncheck any other boxes
4.) Select your preferred card printer from the list of Windows Drivers installed on your PC.

Problem:
Build-a-Badge is reporting runtime error 3001 in Windows XP.

Solution:
Follow the instructions below. It is necessary that you have a Build-a-Badge installation disk available for step #6.

1.) Go to My Computer and find C:\Program Files\Fargo\Build-A-Badge\layouts\custom
Save or copy this file to a location where you can find it, for example, your Desktop.

2.) Next find the file C:\Program Files\Fargo\Build-A-Badge\badgeData.mdb and save this file as well.

3.) Restart your PC.

4.) Remove (uninstall) the entire Fargo/Build-a-Badge program and all of its contents, by going to Windows’ Control Panel > Add-or-Remove-Programs.

5.) Restart your PC.

6.) Re-install Build-a-Badge.

7.) Open (launch) the Build-a-Badge program.

8.) Close (exit out of) the Build-a-Badge program.

9.) Go to C:\Program Files\Fargo\Build-A-Badge and then copy those two files that you previously saved back into their original locations.

10.) Open Build-a-Badge. You should find all your existing data and card designs.

(If you are still getting the Runtime Error 3001, you will have to either delete the file badgeData.mdb or find a way to get into it and remove some files or compress the files. This will require that you have the Microsoft program called Access on your PC and that you know how to use it. You will need to use the password: 6du8M33gfy)

Problem:
Windows 7 Listing Printer Driver as “Unspecified” for Persona C30e, DTC400e, DTC550, DTC1000, DTC4000, DTC4500 & HDP5000 ID Card Printers

Solution:
The problem of Windows 7 putting a printer driver under “unspecified” happens when a printer is connected to a laptop PC prior to the installation program asking for that connection to be made. Because Windows 7 will remember the serial number of the printer, it is not possible to simply un-install the driver and then install it properly.

The following are 2 solutions:
1) Do not try to get a proper installation of this particular printer onto this particular laptop, and find a different laptop to install the printer on, or use that laptop, but install a different printer onto it.
2) Follow the instructions below.

Instructions For Installing A Fargo Card Printer On A 64 Bit Windows 7 PC After Failing To Read The Install Instructions Before Connecting The USB Cable

When the USB cable is connected prior to starting the driver install, Windows will assign the printer to a generic device driver and it will be listed as an Unknown or Unspecified device in the Devices and Printers window. Anytime thereafter Windows will recognize the printer based on its serial number and reassign it to the generic driver.
(This will probably work on a Vista 64 bit system also and Windows Vista/7 32 bit also)

To install your card printer you must first install the printer driver as a networked printer driver. When installing the driver you can generally use the default settings except for the install screen below. On this page of the installation you need to select “Network Connection (Ethernet)” and then in the “Enter the IP Address of the Printer” box, enter a bogus IP address of “169.254.1.1” (without the quotes) and click “Next”. Continue to the completion of the Driver Install.

When the driver installation has completed, you can connect your printer to your computer’s USB port. Windows will detect the printer and begin searching for a compatible printer driver. In the window that indicates that Windows is searching for a driver, you can click cancel. Eventually Windows should display a window indicating that the driver was not successful installed. Click the “Close” button.

Next, open the Devices and Printers window. (Click the Windows “Start” button and select “Device and Printers”). The Device and Printers window will look something like the following image. Note that the Printer is listed in the Printers and Faxes section. This indicates that the card printer has been successful installed. Note that the card printer is listed in the Unspecified section, indicating that the driver was not successfully installed.

Right click on the Card Printer icon in the Unspecified section and select “Properties”

In the Printer Properties window, click the “Change Settings” button in the lower left corner.

In the Change Settings screen, click the “Update Driver” button.

Then select the “Browse my computer for driver software”

Select “Let me pick from a list of devices on my computer” and then click the “Next” button.

Scroll down the list of device types and choose “Printers”

On the left select “Fargo Electronics Inc.”, On the right select your card printer. Then click the “Next” button.

In the Update Driver Warning window, click the “Yes” button.

When the following window appears click the “Close” button.

Open the Devices and Printers window and notice that there is an additional icon for your card printer named “(printer name) Card Printer (Copy 1)” This printer instance will print to your card printer. Notice also the Unspecified section of the Devices and Printers is no longer displayed.

Right click on the “(printer name) Card Printer (Copy 1)” icon and select Printer Properties from the list.

In the Printer Properties window you can rename the printer to “(printer name) Card Printer” (type the new name in the top text box, (highlighted in blue)).

The printer icon is now displayed in the Devices and Printers
Window.

Next in the Devices and Printers window, Right Click on the Card Printer icon and select “Remove device”

Click Yes to remove the card printer.

Your card printer is now ready to print.

These instructions work for the following Fargo ID card printers:

• Persona C30e
• DTC400e
• DTC550
• DTC1000
• DTC4000
• DTC4500
• HDP5000

	» HID Global Fargo Support: DTC400 » HID Global Fargo Support: Persona C25 » HID Global Fargo Support: DTC515 » HID Global Fargo Support: Persona C30 » HID Global Fargo Support: DTC525 » HID Global Fargo Support: HDP600 » HID Global Fargo Support: DTC550 » HID Global Fargo Support: Warranties » HID Global Fargo Support: Persona C11 » Request Tech Support » HID Global Fargo Support: Persona C16

» HDP600 Factory Downloads

» HDP600 Features

» DTC400 Factory Downloads

» DTC400 Features

» DTC400 360 view

» DTC525 Factory Downloads

» DTC515 Factory Downloads

» DTC550 Factory Downloads

» Persona C11 Factory Downloads

» Persona C16 Factory Downloads

» Persona C25 Factory Downloads

» Persona C30 Factory Downloads

» Persona C30 360 view

» C30e Firmware Update

» C30e Firmware Update Español

» HID Global Fargo Warranties

	Additional HID Global Fargo Support » HID Global Fargo Updates

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	» Support Questions » About HID Asure ID Protect Plan » Support Requests

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.

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.

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?

• Asure ID 5.7:
  Asure ID Express
  Asure ID Enterprise
  Asure ID Exchange
• Asure ID 2009/7:
  Asure ID Solo
  Asure ID Express
  Asure ID Enterprise
  Asure ID Exchange
• Asure ID 2009/7 Site License:
  Asure ID Enterprise
  Asure ID Exchange

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.

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