Troubleshooting IDentiFake Passport AT10K Reader Issues | TokenWorks Support

IDentiFake Passport AT10K Troubleshooting

IDentiFake Passport AT10K Troubleshooting

How to identify and resolve why the passport reader is not recognizing when an ID is placed or inserted in the reader. 

Note: If the passport reader recognizes an ID is being inserted but not reading it correctly click here. 



When connected the AT10K should have 2 solid green checkmarks indicating that it is ready to scan. 



The AT10K device should also be shown in Device Manager (To get to Device Manager  go to Help > Close Application > tap Windows logo > type Device Manager).


AT10K Troubleshooting Steps for Solutions

Power Cycle the IDentiFake

Main Power Supply inserted into IDentiFake. 

 

Power Cycle the IDentiFake: 

1. Power off the Surface tablet then unplug the power cord from the back of the IDentifake.

2. Leave unplugged for 60 seconds. 

3. Reinsert the power cord back into the IDentiFake.

4. Power the Surface back on. Once the software boots, try scanning again.

Install Drivers & SDK

Install Drivers & SDK



Step 1) On the back of the AT10K reader, feel for the power switch and switch in the off position (lights will turn off). 

Step 2) Visit the links below to download the AT10K Drivers and SDK


Step 3) Restart Surface tablet. After restart, switch AT10K back on.

Step 4) After AT10K boots up and there are solid green checkmarks, try scanning document again. 



Re-Seat Power and USB C connection on the back of AT10K

Re-Seat Power and USB C connection on the back of AT10K

The AT10K does not have a pull drawer similar to the M150 & M500. You can remove the screw that hold the AT10K into place to pull out and have better access to the connections on the back of the AT10K. 


OPTIONAL: Remove screws that holds AT10K to case for easier access to cables. 



Step 1) Switch the Power Switch to the off position. 
Step 2) Disconnect the power connection. 
Step 3) Disconnect the USB C Connection.
Step 4) Reconnect USB C connection. Reconnect power connection. Switch the power back to on. 

NOTE: If all connections are securely connected, but the reader flashes power on an off, this can indicate a hardware issue with the AT10K and/or Wire Harness. Contact Tokenworks Support if this is the case.
Re-seat the AT10K USB Connection to USB Hub

Re-seat the AT10K USB Connection to USB Hub


Step 1) Tilt the screen up to access the stand cover plate. 


Step 2) Remove the screws holding the plate into place. There will be a screw on each side. 



Step 3) Disconnect the AT10K USB connection for 1 minute then reconnect the USB connection.


Re-seat USB Connection on top of Surface Tablet

Check USB Connection on top of Surface Tablet



Step 1) Remove the 6 philip screws holding the cover over the Surface tablet. 




Step 2)
  1. At the top left of the Surface Tablet will be a right angle USB connection next to the power connection.
  2. Disconnect the USB connection then reconnect the USB connection to the tablet.
  3. The Surface should make a USB connection sound.
After reseating the USB Connection, restart the IDentiFake software and try using the AT10K reader again. 
Re-seat USB Hub to USB extender to Surface Connection

Re-seat USB Hub to USB extender to Surface Connection

Step 1) Remove the 6 philip screws holding the cover over the Surface tablet. 



Step 2) Disconnect and then Reconnect the USB Hub to USB extension connection. 

 If your AT10K Passport reader does not have two solid green checkmarks, see the table below for the other LED indications and what it may mean. 

AT10K LED indicators & Solutions


LED Color


Description

Solution (Try in order from first to last)

All LEDs Off

AT10K is receiving no power. 

- Power Cycle IDentiFake.
- Re-seat power connection and USB C connection to back of AT10k.
- Re-seat AT10K USB to Hub.
- Re-seat USB to Surface.
- Re-seat USB to Extender.


Red X On

Self-test failure.

- Re-seat power connection and USB C connection to back of AT10k.
-Install drivers & SDK.

2 Yellow LEDs Loading

Device preparing for operation.

- Wait for loading bars to complete and turn to Green checkmarks. 

Red X Slow Flash

Power up sequence failed to finish. 

- Power Cycle IDentiFake.
- Re-seat power connection and USB C connection to back of AT10k.
- Re-seat AT10K USB to Hub.
- Re-seat USB to Surface.
- Re-seat USB to Extender.
-Install drivers & SDK.

Green Check Flashing

AT10K not being detected by device.

-Install drivers & SDK.
- Power Cycle IDentiFake.
- Re-seat power connection and USB C connection to back of AT10k.
- Re-seat AT10K USB to Hub.
- Re-seat USB to Surface.
- Re-seat USB to Extender.

Green Check solid but not detecting passports or IDsAT10K connected and showing in Device Manager, but does not sense when an ID or Passport is placed on the reader. Install drivers & SDK.
- Re-seat power connection and USB C connection to back of AT10k.
- Power Cycle IDentiFake.
- Re-seat AT10K USB to Hub.
- Re-seat USB to Surface.
- Re-seat USB to Extender.
If none of the above steps are able to resolve the issue please contact Tokenworks Support




    • Related Articles

    • IDentiFake Power Issues Troubleshooting

      IDentiFake Power Issues Troubleshooting Check the Power Supply The first thing to check is the external AC power supply. It must be the one that came with the IDentiFake. If the power supply is not working or securely plugged into the device, no ...
    • USB:Disconnected error on IDentiFake - M150

      USB: Disconnected error on IDentiFake - M150 If your IDentiFake scanner is not taking in an ID, it may be due to a few different reasons. Drivers may need to be updated, or USB connections may need to be reset. If you are encountering this issue ...
    • IDentiFake Training Tutorial - Scan Results

      IDentiFake Tutorial How to Interpret Scan Results Introduction The purpose of this document is to detail how the IDentiFake system works, and most importantly, how to interpret/respond to the scan results. Introduction Welcome to Your ID Security ...
    • IDentiFake M-150 or M500 scanner is not scanning or accepting any IDs.

      Problem: The IDentiFake M-150 or M500 scanner is not scanning or accepting any IDs. Not Accepting IDs: The motors will not automatically pull the card into the reader. Not Scanning IDs: The scanners pull in the ID as normal but do not show the ...
    • Stuck Jammed ID in M500 Troubleshooting

      Stuck/Jammed ID in M500 Troubleshooting Stuck ID in M500 Troubleshooting The procedure in the document explains multiple ways of how to eject a stuck ID in an M500. An ID can become stuck in an M500 due to forceful scanning (i.e., adding extra push ...