FREQUENTLY ASKED QUESTIONS — SERVICE

  1. What are the common problems customers encounter with your systems?
  2. My ID-xxx unit doesn't work any more. What should I do?
  3. Can I open up the unit to replace a failed UV light bulb?
  4. What is the right procedure to clean the glass platen on an ID-300, ID-400, or ID-450?
  5. What is the right procedure to clean an ID-110 or ID-150, and how often should this be done?

  1. What are the common problems customers encounter with your systems?


    1) On an ID-300 or ID-400 system, you might find that the unit appears unable to authenticate IDs until it warms up adequately. If you don't allow at least 5 minutes after both the ID-300 or ID-400 system and the AssureTec DAP Windows Service are started up, you could see this failure.

    2) On an ID-300 or ID-400 system, you will not see an always-on light when the unit is operational (except for the green LED). Some customers have powered on the unit, and not seeing any light coming on in the platen area, assumed that the unit was not working. The lights will come on only as needed, when images are captured.

    3) If you have an ID-110 or ID-150 system, you could see slippage of cards or failure to draw the card into the scanner after a period of sustained use without proper cleaning.

  2. My ID-xxx unit doesn't work any more. What should I do?


    Please email support@assuretec.com describing the circumstances, or call 603-641-8443 extension 30 between 8:30 AM and 5:30 PM US Eastern Time. We will ask you a series of questions and if we cannot help you revive the equipment at your site, we will issue a returned merchandise authorization (RMA) number to you. Once you’ve obtained that number, you can ship the equipment to:

    Service Department,
    AssureTec Systems, Inc.,
    200 Perimeter Road,
    Manchester NH 03103, USA.

    Please do not ship your equipment without an RMA number.

  3. Can I open up the unit to replace a failed UV light bulb?


    Please do not open the units - your warranty will be void if you do. If you have your own break-and-fix department, please contact sales@assuretec.com to set up training for personnel who will be performing the service. Your document capture device is a highly optimized piece of machinery with certain precise settings that enhance the accuracy of ID authentication. Untrained personnel may inadvertently change some settings and reduce the accuracy. Please obtain an RMA number for shipping the unit back to us.

  4. What is the right procedure to clean the glass platen on an ID-300, ID-400, or ID-450?


    Use a glass cleaner that is NOT Ammonia-based. We use the Cinch® brand glass cleaner in our labs.

  5. What is the right procedure to clean an ID-110 or ID-150, and how often should this be done?


    Here is a brochure on the cleaning procedure.