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)
- At the top left of the Surface Tablet will be a right angle USB connection next to the power connection.
- Disconnect the USB connection then reconnect the USB connection to the tablet.
- 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
Solution (Try in order from first to last) | ||
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.
Re-Seat Power and USB C connection on the back of AT10K
Re-Seat Power and USB C connection on the back of AT10KThe 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 AT10K USB to Hub. - Re-seat USB to Surface. - Re-seat USB to Extender. | ||
| - Re-seat power connection and USB C connection to back of AT10k. -Install drivers & SDK. | ||
| - Wait for loading bars to complete and turn to Green checkmarks. | ||
- 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. | ||
| -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 IDs | AT10K 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.
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