Follow the attached flow chart to determine why your sensor is not being recognized.

Question 1: Is the sensor supported?

No: 123ID only supports hardware listed in the Biometric Driver Wizard and supported devices web page.

Yes: Move to the next question.

Question 2: Is the sensor connected to the computer?

No: Run the Biometric Driver Wizard and connect the sensor when the wizard says to connect. Test the sensor in the 123ID Control Panel.

Yes: Move to the next question.

Question 3: Did the end-user run the Biometric Driver Wizard or other driver installation program provided by 123ID?

No: Disconnect the sensor and run the Biometric Driver Wizard, connect the device when the wizard says to connect. Test the sensor in the 123ID Control Panel.

Yes: Move to the next question.

Question 4: Is the sensor recognized in the Device Manager?

No: The hardware could be faulty. Try this device with the software and drivers supplied by the device manufacturer. Go to the next question.

Yes: Skip to Question 6.

Question 5: Does the device work properly with other software?

No: Faulty hardware.

Yes: Move to the next question.

Question 6: Is the correct sensor driver version installed?

No: Disconnect Sensor, uninstall old drivers and all old biometric software, then run the Biometric Driver Wizard, connect the sensor when the wizard says to connect.

Test the sensor in the 123ID Control Panel. If it does not work, send a report to 123ID Support. Go to the last question.

Yes: Move to the next question.

Question 7: Is there an older version of the sensor driver installed prior to installing the 123ID software?

Yes: Disconnect Sensor, uninstall old drivers and all old biometric software, then run the Biometric Driver Wizard, connect the sensor when the wizard says to connect. Test the sensor using the 123ID Control Panel. If the sensor still does not work, follow the directions for No.

No: Sensor Hardware could be the issue. Report this to 123ID Support. In your report you should include:

1. Operating System type and Service Pack number

2. Processor type

3. Sensor name

4. Driver version installed

5. Old fingerprint biometric spftware installed previously

6. Name and Version of 123ID software installed

7. Device Hardware ID

8. Error Description

9. Any logs from support tools

Wait for a response from 123ID