Asure ID Software Support

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Fargo Support tips for use on their printers.

In addition to the Asure ID software specific tips shown below, we here at AdvantIDge have shared a number of troubleshooting tips that can apply to just about any printer via our weekly blog. Take a look at just a few of the stories from our Tips & Tricks section;

Here are some common questions that we get about HID Global Asure ID Badge making software specifically;

Asure ID Support Questions

How do I get my templates and data from Asure ID 5.X into Version 7?

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 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.

 

How do I Download Asure ID 7?

Please go to http://www.hidglobal.com/asureid fill in the requested form data and then start the download:

In the comments section of the form, please insert “Download for Web Install”

Note: this installer can be used for:

  • Trial Installations
  • New installations with valid activation key
  • Updates of installed trial and activated versions

Download and install is recommended for all existing and registered users.

 

Installation Procedure

To install the latest downloaded version of Asure ID or to update an existing installation please follow the instructions below:

1. Close down all programs.
2. Double-click on the Asure_ID_Setup.exe file from the download. Select the appropriate
language for this installation and setup. Click on Next to continue with the installation.
3. Click Next after reading the license agreement and selecting the I Accept radio button.
4. Click Next to start installing Asure ID. Press Finish when the installation is complete.

 

Activation Procedure for New Installations

To activate a new install follow below instructions.
1. Launch Asure ID from the desktop icon or start menu. For initial Login: use admin for both the username and password to start. These can be changed later.
2. The first time the product has been installed, the Activation Required window will appear:
Asure ID Activation Window

Note: Press Continue to use the software in trial mode. The trial mode can be used for
30 days.

3. Press Activate to start the activation process.
4. In the next activation screen fill in the user information.

Activation Registration Form

5. Enter the License Key and select Activate Online or Phone Activation.

 

License Key Upgrade Procedure

Upgrading from one Asure ID edition to another is easy. Whether you’re upgrading from a Trial Package or because your needs have changed, with Asure ID’s innovative licensing system upgrading from one edition to another is simple and quick! Note: This procedure can also be used to activate a newly installed version.

Please follow the simple steps below to upgrade with ease.

1. Click on the Application Icon located on the upper left-hand corner of the tool bar.

Adure ID Top Bar

2. Click the Options button located in the lower right-hand corner of this dialog.

Asure ID Menu

3. Click on the Licensing button.
4. Fill in the user information.
5. Enter the License Key Number and then select either Activate Online or Phone Activation.

Asure ID Options Menu
Activating Asure ID 7

When activating Asure ID you may choose from two types of registration – ‘Online Activation’ and ‘Offline Activation’. Online Activation is the easiest method, and if you have a connection to the Internet, it is strongly recommended that you choose this option.

 

Site License Agreement (If applicable)

Any additional copies, seats, or installations of the Asure ID software that you license are subject to the terms and conditions appearing in the Asure ID 7 EULA that was presented to you and agreed to by you upon installation of the original copy of the Asure ID software licensed by you.

CD-Rom Delivery

If a copy of the software is needed to complete your installation a CD-ROM P/N 86422 (Asure ID 7 Trial) can be ordered from Advantidge.

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-HSB-R
  • 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.

AdvantIDge offers a wide variety of all of the card printer systems, or other visitor management devices, to fill any of your asset tracking, visitor management, or identification card needs. From card printers and supplies for issuance, through to badge clips and other peripherals to put them into your users hands. With more than 40 years of combined industry experience, we’re ready to help you achieve your identification goals. For specific information please contact our Sales department at sales@advantidge.com or call 800-965-5932 for more information on this update, we provide excellent customer service!

See more Fargo Support options.