Troubleshooting Guides
Call Tokenworks message after scanning an ID
Call Tokenworks message after scanning an ID If your scanner is showing Call Tokenworks after scanning an ID, it more than likely means your scanner is running on an older version of the app. To correct this we will have to update the IDVisor Smart ...
Free Pic Feature not working after IDVisor Smart Update Version 8.2
Free Pic Feature not working after IDVisor Smart Update Version 8.2 Description: If the Free Pic feature is not working after updating the IDVisor Smart app to version 8.2 you will have to reinstall the update to correct the issue. Please follow the ...
Unable to Access Swipe Down Notifications on Smart V2
Unable to Access Swipe Down Notifications on Smart V2/Smart Plus If you are unable to access the swipe down notifications from the top of your Smart V2 or Smart Plus screen, it could be caused by a bug within the Android OS. Typically a factory reset ...
Wrong Age displayed - V1/V2/Plus/S50 - How to Set Date/Time
Wrong Age displayed - V1/V2/Plus/S50 - How to Set Date/Time Description: If you’re receiving the wrong/incorrect age on every scan, please refer to the instructions below on how to set the date and time on your IDVisor Smart V1/V2/Plus/S50. Incorrect ...
Problem Scanning Passport MRZ and/or Drivers Licenses - IDVisor Smart V2 Plus S50 V1 - will not scan or error message
Description: Please follow through the instructions below if your IDVisor Smart V1, V2, Smart Plus, or S50 will not scan IDs. Examples of the reader not scanning IDs include the infrared laser illuminating but will not beep when pointed at a barcode, ...
IDVisor Smart V2 Will Not Connect To Computer
If your IDVisor Smart V2 or Smart Plus is having the following connection issues when connected to your computer: Red LED is on but device does not appear on computer. Device does not show “internal storage device” when connected. Smart V2 used in ...
IDVisor Smart V2 Cannot Update
If your IDVisor Smart V2 cannot complete an update or nothing happens when pressing “Install”. Follow the directions below to complete the update. Problem: “Nothing” happens when clicking on Install. Step 1: Click Cancel. Step 2: Click on Exit to ...
Device Not Showing Age On The Screen (Only Showing An OK Alert)
Problem Description: IDVisor Smart Plus only showing an OK alert but will not display age. Click to enlarge IDVisor Smart Plus only showing scan results but will not display the age. This is due to the display size being set too large. Please follow ...
Age Will Not Display Correctly On IDVisor Smart Plus
Problem Description: Age will not display correctly on the screen. Customer age is not displaying correctly after a scan. This issue may be caused by the font size on the device being set to the largest setting. Please follow the steps below to ...
On-Screen Keyboard not showing up on IDVisor Smart/Smart Plus
Please follow the troubleshooting steps below if you do not see the on-screen keyboard appear on your IDVisor Smart or Smart Plus. 1) Swipe down on the screen twice till you see the options in the picture above appear. You will select the Settings ...
WiFi Connectivity Issues “Authentication Problem”
When experiencing issues connecting to WiFi or receiving an “Authentication Problem” error message on your IDVisor Smart or Smart Plus. Please try the following troubleshooting steps below. Note: Before beginning any troubleshooting steps please try ...
IDVisor Smart, Smart Plus, Smart V2 Will Not Charge
If your IDVisor Smart, Smart Plus, or Smart V2 will not charge or you are experiencing charging issues with your device, please follow the troubleshooting steps below to correct the issue. With Charging Block and USB Cable If having issues charging ...
Problem: Unrecognized Barcode Format Error
For Smart Devices using the Scanner app (Late 2021 to Present) 1. Tap on Help. 2. Once on the Help screen, tap on Scanning. 3. Once you tap on Scanning, the scanner should start to reconfigure the barcode scanner settings. 4. Once the settings are ...