800-338-7941     

Although every effort has been made to ensure that the Asure ID Express software runs as smoothly and intuitively as possible, as with any software package there will be times when problems with incompatibility or user error arise. What follows is a summary of some of the more common questions and problems that users encounter, and how to successfully resolve them.

1)  Print Preview does not appear correctly. This is a common problem reported by Asure ID Express and Asure ID Server users. This situation usually arises when there is more than one printer installed, or no photo ID card printer installed. Asure ID Express and Asure ID Server generate their print previews through the currently selected printer driver. Since the dimensions of a photo ID card are significantly different from the standard sizes in use by a paper printer, trying to create a print preview through these printer drivers will result in incorrect card size during print preview. To remedy this situation, first ensure that photo ID card printer drivers are installed. Next, select Print from the drop-down menu at the top of the Asure ID Express or Asure ID Server screen, and then select Print Setup. From the drop-down list of available printers, select a photo ID Card printer, then press OK. Re-initialize the print preview, and the card will appear as it would if the selected printer actually prints it.

2)  The Application will not start – error with Asure ID Card or card reader. This problem is caused by one of two issues: Either improper installation of the card reader, or a conflict with older or demo version of Asure ID Express. To determine if the card reader is an issue, ensure that 1) the card is placed in the reader correctly and 2) The reader is connected to the correct COM port, and has power. To verify that the card reader has power, watch the small green light on the reader. If the reader is installed properly then this light should be blinking about once every three seconds. If this does not seem to be the issue, then there is probably a conflict with an older release of Synercard software. In specific, any computer that has had the Asure ID Evaluation installed on it will experience this problem. To resolve the problem, a full manual uninstall of Synercard products must be performed, and then the application reinstalled. To perform a full manual uninstall, perform the following steps:

1. Go to Control Panel, Add/Remove Programs. Remove EVERY software package beginning with ‘Asure’ or ‘Synercard’.
2. Next open Windows Explorer, and look in your C:\Program Files (default path – you may need to look elsewhere if the application was not installed to this path) directory. Delete any subfolder beginning with ‘Synercard’ or ‘Asure’.
3. Next you will need to look in three different folders, and delete any asure*.* files found there. The files you may find will be titled ‘asureadmin.ini’, ‘asureid.ini’, ‘asuretp.ini’, ‘asureserver.ini’ and ‘asure.pwl’. The three folders to look for these files in are C:\windows, C:\windows\system and C:\windows\system32. If you are running Windows NT, substitute \winnt for \windows in these path listings.
4. Finally you will need to find and delete any card reader driver files installed by previous installations of Asure ID Express (including the Eval release). This step is extremely important to resolving the problem described above. Go to the Windows Start Menu, select ‘Find’ and then ‘Find All Files’. Do a Find on the C:\ hard drive for ‘w32g*.*’, and delete any files that are found. Next, do an identical Find operation, this time searching for ‘gcr*.dll’, and again delete any files that are found.
5. Reboot the computer and then perform a fresh install of the latest release of Asure ID Express.

Following these steps carefully will resolve the issue.

3)  The Asure ID Express Application will not start – error says ‘address family not supported by protocol family’. If Asure ID Express gives this error, it means that TCP/IP protocol is either not installed, or not initializing correctly. Go to the Windows Control Panel, Network. In the Network applet, select the Protocols tab. If TCP/IP is not listed, press the Add button, and in the list that appears select Protocol, Microsoft, TCP/IP. If TCP/IP is already installed, remove it, reboot and then reinstall it. For more specific information about configuring TCP/IP, please consult your network administration staff, your network operating system vendor, or Synercard’s Technical Support Staff.

4)  Asure ID Express gives the error ‘The Network is Down’. Receiving this error from Asure ID Express means that although TCP/IP protocol is installed, there is no network connection available. Check your network connections to ensure that your network is actually running, including checking all cables, routers and Internet connections. If this issue is not easily resolved, please contact your network administration staff, your network operating system vendor, or Synercard’s Technical Support Staff.

5) In Card Design Center, when I make a data field print vertically I lose my word-wrap. This is a known issue to Synercard. In the current release of the software word-wrap cannot be maintained for vertically facing (sideways) fields.

6)  The Asure ID Express software will not install – invalid activation key and serial number. This is a known issue with a very small percentage of computers. In this case please contact Synercard’s technical support staff to be issued a working serial number and activation key pair.

7) I have Windows 95 and I get an error about an invalid Socket - the application will not communicate.   Windows 95 users need to get the Microsoft Winsock 2 update for Windows 95.   This is a free update that is available from Microsoft's website.

8)  The Application will not start – error with mfc*.dll file. This refers to a problem outlines in the Asure ID Express   and Asure ID Server release notes. The current releases of Asure ID Express and Asure ID Server are incompatible with the Microsoft Visual C++ 6.0 packages. Systems with Visual C++ 6.0 installed will have some .dll files installed, which cause a fatal conflict with Asure ID Express. To remedy the situation, uninstall Asure ID Express, reboot, uninstall Visual C++ 6.0, reboot, and then reinstall Asure ID Express. For systems that absolutely require both applications to be running, there is a way to move the required .dll files into the Asure ID Express directory manually – in this case please contact Synercard technical support for assistance.

9) The Card Background and/or the text within fields is not aligned properly on the card or within the field's frame.   This is an issue that occurs due to differing head positions on the various model printers.  The asureid.ini file (found in C:\Windows or C:\Winnt) has a Settings area that can be used to manually adjust the centering of images passed to the printer driver.   Please contact Synercard Support at 1-877-ASURE ID ext. 24, or email support@synercard.com for more information regarding using these controls.

10) The magstripe does not encode.   Synercard has attempted to support the most popular magstripe encoders from various printer manufacturers natively within the Asure ID Express Software, but it is inevitable that other models will be used, or that the technology may change with new printer models.   To accomodate this, the asureid.ini file (found in C:\Windows or C:\Winnt) has a Settings area that can be used to manually control the commands sent to the printer's magstripe encoder.   Please contact Synercard Support at 1-877-ASURE ID ext. 24, or email support@synercard.com for more information regarding using these controls.

11) The software is exporting or archiving less card records than I have in the database.  This is a limitation of the Microsoft Jet database engine.  Any cardholder data that contains the characters apostrophe ('), comma (,) or bracket (<({[]})>) will not have it's records processed by the archive/export engine.  As a workaround, please edit the database, removing the offending character.  After the import/export/archive/restore operation has completed, you may restore the character by again editing the database.

12) I am sharing a database, and one or both of the following is occuring:

    A) My template files do not show their backgrounds in Card Design Center.

    B) In Data Entry Center no fields appear when I choose the template from the drop-down menu.

These are issues that can arise with multiple users sharing a database.  To overcome these issues, ensure that all users have mapped an identical pathname to the shared folder that contains the templates, and that they have specified this path in Data Entry Center's Configure, Set Template Path drop-down menu.  Next, for any templates that do not display their backgrounds or fields, open this template in Card Design Center, and then save it again (with the same filename) in the shared folder, agreeing to overwrite the existing file.  When you restart Data Entry Center the fields will appear as expected.  For further assistance in configuring shared databases and templates, please contact Synercard Support at 1-877-ASURE ID ext. 24, or email support@synercard.com.

13) When I try to add the “&” sign in a label, it doesn’t print out.   This is a known issue. When printing the “&” in a label, it shows up as an underscore, “_”.  This is due to a limitation of the characters the database can handle.  An interesting work-around to this is to place two “&” symbols where you would normally have only one. Example, “AT&&T” will be printed correctly as “AT&T”. This issue is addressed in the next version of Asure ID.

14) My card reader light glows solid and I get an “Authorization Failed” error message when I try to access the software using Windows 2000.  This issue is due to the native card-reader manager in Windows 2000. The manager effectively, “takes control” of the card reader upon boot-up. To remedy this, simply go to the Windows Device Manager, where you will see the ‘GemPlus GCR410’ SmartCard Reader in the list of devices.  Select it, press the ‘Properties’ button, and in the properties menu, select ‘Do not use this device (disable)’.  Although this does not seem logical, it is needed to prevent Windows 2000 from automatically trying to take control of the card reader, thus allowing Asure ID use of it.

 15) My PDF 417 barcode doesn’t resize correctly.  The PDF 417 barcode must be resized through the properties menu. Double click on the barcode and you will see the properties dialogue box appear. On the right-hand side there will be a box containing the co-ordinates and size of the barcode. Adjust these accordingly and you will be able to resize the barcode to fit your specifications

 16)  I choose to use a particular font but it gets displayed as something else.  The software can only utilize fonts that are on your computer. If you choose a font that does not reside on your computer it will show up as a default font that you do have. To check which fonts you have available, browse to “C:\Window\Fonts” and you will be able to view which fonts are available to you.

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