Frequently asked questions

It is impossible to transfer a license to another machine, once a license was activated. You can install the software on another machine. But you will need to generate a new license file.

No, you do not need another license file in case more terminals were purchased, you simply need to update an existing license file.

To display your Hardware ID, from IdentyTech Configuration Manager (Start->Programs->IdentyManage-> Configuration Manager), click Get Hardware ID.

An example of a Hardware ID is: BF9000Z4S12652

Please Note:  The “Hardware ID” is NOT a serial number that appears on the boxes with a shipped products.

If you cannot find the Hardware ID for the product you are activating, please contact IdentyTech Solutions Support Team at: support@identytech.com, for inquiries within USA please contact our US Team at: supportus@identytech.com .

To retrieve a Hardware ID, open “Configuration Manager” (Start->Programs->IdentyManage-> Configuration Manager), and click on “Get Hardware ID” button. Copy the number that appears on the screen.

Please note: IdentyManage software or IDT-SDK must be installed prior to license generation.

Browse to http://crm.identytech.com, “License” section. Click on “Generate license” button and paste previously copied Hardware ID.  You can also mark modules and choose a relevant Sub-company in case available.

Click on “Generate” button. The system will automatically generate the license file.

In order to download the license file, press the “Download” near the Hardware ID in the list.

In case more terminals were purchased by the customer and needs to be used by the software, it is required to update a license file.

This can be simply done by logging into the CRM portal –> Licenses section.

To update a license file simply click the “Download” button near the hardware ID of your PC in the list.

This will download an updated license file.

After the license file is downloaded, please apply it by using a “Configuration manager”.

In case you forgot a password for IdentyTech CRM account, please write us an email to support@identytech.com. Also, please specify your Username and your company name.

New password will be automatically sent to you via email (to the email you registered with).

In case the segment are properly “connected” in the router and all required ports are used, there is no problem to search the units through the different segments.

Please verify that the sensor drivers were installed. The drivers are installed automatically with the installation of the software. If the drivers were not installed, please remove the software and reinstall it again.

If the issue still occurs, please verify that you have the following components installed:

• Visual C++ Redistributable 2005 installed.
• Lumidigm Device Service Packages Deployment v5.30.50

Please download and install missing components. Close and Restart the software and retry capturing process.

In order to change the IP address of the terminal please do the following steps.

1. Open the management software and click on “Zones and devices” icon.
2. On the “Site map” tree, mark the device you are willing to set ip to.
3. Click on the “Set IP” button on the top of the screen, or right-click the terminal and choose “Set IP“.
4. Specify new IP settings, and press “OK” to apply the new settings. The terminal will reboot and load with new IP settings.

Please note: The unit with incorrect IP settings will be lost.

In case you are willing to reset the IP settings to the default IP settings(for example: if you don’t know what the current address of the terminal is) please refer to the following article which will guide you through the reset process.

To change the computer’s IP address open a Control Panel and navigate to “Network and Internet à Network and Sharing Center”

Then when the Network and Sharing Center opens, click on “Change adapter settings”. This will be the same on Windows 7 or 8.x. Right-click on your local adapter and select Properties.

In the Local Area Connection Properties window highlight Internet Protocol Version 4 (TCP/IPv4) then click the Properties button.

Now select the radio button “Use the following IP address” and enter in the correct IP, Subnet mask, and Default gateway that corresponds with your network setup.

Now close out of the Local Area Connections Properties window.

Now you can open the “Command prompt” and do an ipconfig  to see the network adapter settings have been successfully changed.

There might be a various reasons for that:

1. Check that the ports required by the application are added as exceptions in your firewall. Please note: Application’s installer is adding those ports automatically to the local firewall as exception during the installation. In case you have an additional (corporate) firewall that might block this ports through your network, please add the exceptions for the required ports manually.Click hereto see what ports are required.
2. You computer has more than 1 active network connections. Please disable one of the cards (that is not used for communicating with the terminals) or assign the priority to the network card that is used for communicating with the terminals.
3. Your license is does not contain this terminals. Please create a valid license or update a current license.
4. The port 5001/1046 (unless changed) on which the search is operating might be use by another application or process. To verify that you can download a “TCPView” software that will show you detailed listings of all TCP and UDP endpoints on your system.Click hereto download. Close all other processes that are using the ports 5001/1046 and reopen the “Zones and Devices” window.

If you are experiencing this issue, please verify that the PalmSecure drivers were installed.

If this issue occurs on Windows 8 / Windows 8.1 machines, the PalmSecure drivers were not installed properly. Please uninstall the drivers and reinstall as described in the article: “Installing PalmSecure drivers on windows 8 & 8.1″.

The PalmSecure drivers can be downloaded from the CRM portal, “Download” section.

There might be a various reasons for this issue.  Check out one of the following steps in order to find a solution:

1. Administrator privileges might be missing for your user account. The user account must have an administrative rights in order to access system folders and services. To fix this issue, run a software as an Administrator (Right click on the “IdentyManage Software” icon and choose “Run as Administrator” from the menu).
2. The software does not have a valid license. In order to create a new license please copy your “Hardware ID” using the “Configuration manager”, log in into the CRM portal, navigate to “Licenses” section and generate a license for your PC.
3. The database is inaccessible or connection string to database is incorrect. In case the software was installed using a remote “SQLServer” engine (SQLServer installed on another machine) please verify that the remote PC is online. In case the “Database connection” string is incorrect, please proceed with the following steps: Open the configuration manager, press “Settings” button and delete the value that appears in “Database connection string”. Click “Set” button in order to save the changes. Reopen the IdentyManage software. You will receive a message that there is no valid database connection is defined and automatically transferred to “Database Configuration” window. Choose desired “SQLServer” instance and click on “Test connection” button. Once you will receive a message of  successful connection, press “Save” button to apply new settings. The application will start loading.
4. In case the software was upgraded from IdentyManage v8.15 or lower that was previously installed with “SQLite” database type. Delete the IdentyManage software and during installation choose “SQLServer” database type. (The installer will automatically install and create the required database.)
5. The software was installed with “SQLite” database option marked through the installation instead of  “SQLServer”.  The “SQLite” database is no longer supported by IdentyManage software. Please uninstall and reinstall the software using one of the “SQLServer” database options.

The default username is: “Administrator”, not case-sensitive.