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 follow the troubleshooting steps below. 

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Checking the Scanner Settings

The scanner settings should be set to Enable IDentiFake in the IDentiFake software. Having the software set to any other scanner would result in the USB: Disconnected message. To double check the Scanner Settings please see the instructions below. 

Step 1) From the Main screen navigate to Settings.

Step 2) Select Scanner Settings. 

Step 3) In Scanner Settings ensure only Enable IDentiFake & Auto Connect Scanner is selected.

NOTE: For users using the M500 scanner ensure M500 is also checked. 

Once done, tap Save/Close. 

You’ll now restart the software. To do so, go to Help > Close Application (Default Pin: 5678) to close the software, then tap on the IDentiFake icon (ID icon) to reopen the application.

Step 4) After reopening the application the USB status should show as connected. Scan an ID to ensure the scanner is working. 

NOTE: M500 users will not show a USB status. Scan an ID to ensure the M500 scans.

If the issue persists, continue to troubleshoot using instructions below. 

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Installing the Latest Drivers

Another possible reason the scanner may show as disconnected is due to the drivers being outdated. You may be prompted to update the driver when a new Engine or Library update is installed.

When new drivers are available you will see a new pop up to download the new drivers for your device. 

If you do not receive a pop up within the IDentiFake software you can download the drivers using the link below. 

idvisor.net/identifake/driversx64.msi

Step 1) Download the latest drivers then double click to run the installer. 

Restart the Surface once done. 

If installer requests Admin Privileges:

Step 1) Long press the driversx64.msi file then copy the driversx64.msi file to the C:\ directory.

Step 2) Tap on the Windows Logo then search for Command Prompt then right click on Command Prompt and select Run as Admin.

Step 3) When Command Prompt is open enter the following commands below:

cd C:\ [Press Enter]

Driversx64.msi [Press Enter]

This will run the installer with Admin Privileges. Follow the on screen instructions to complete the install. Restart Surface when complete. 

Step 4) After the restart, open the IDentiFake software and check to see if it is Connected on the bottom right hand corner of the screen. Scan an ID to test. 

If the issue persists, continue to troubleshoot using instructions below. 

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Check the USB Connection to the back of M150

The M150 scanner should show an Orange and Green LED light on the left hand side of the scanner. 

Orange = USB Connection

Green = Power

No Orange LED typically indicates the M150 scanner is not being detected by the Surface. On rare occasions the Orange LED can be lit but the scanner will show as disconnected in the app. To correct either of these issues we have to check the USB connections on the IDentiFake. 

Step 1) Pull out the drawer holding the M150. 

Step 2) 

1. Flip the power switch so the lights on the M150 turn off.
   
2. Unplug the USB Connection to the back of the M150.
   
3. Keep unplugged for 1 minute.
   
4. After 1 minute reconnect the usb to the M150 then flip the power switch back on. 
   

If there was no Orange LED on previously:

Check if the orange light has been turned on. 

If there was an Orange LED on previously:

Check if the IDentiFake software shows as Connected. 

If Yes to either of the above, scan an ID to ensure the scanner is working.

If the issue persists, continue to troubleshoot using instructions below. 

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Check USB Connection on top of Surface Tablet

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

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. 
   

If there was no Orange LED on previously:

Check if the orange light has been turned on. 

If there was an Orange LED on previously:

Check if the IDentiFake software shows as Connected. 

If Yes to either of the above, scan an ID to ensure the scanner is working.

If the issue persists, continue to troubleshoot using instructions below. 

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