Environment: ID Works User
Purpose: Cover commonly encountered issues with ID Works and the devices used in conjunction with it
Look for the section header that you believe applies to your issue and follow the troubleshooting steps listed.
1. When you select File in the top left corner of the ID works window and select Print Card... Make sure that the listed printer matches the currently attached printer. Ex both say CD800_2
2. Check all connections to the printer to make sure that the USB printer cable is attached.
3. Change the USB port of the cable to confirm it is not a USB port issue.
4. Replace the printer cable with a different one to confirm that the cable is not damaged.
5. Swap the printer out to check if the issue is with the printer and potentially the port on the side of the printer. Make sure that the newly attached printer has an empty print que, follow the steps for restarting the print spooler found in this knowledgebase article.
6. If it is the printer causing the issue or none of these steps above worked to resolve the issue submit a ticket to IT Services, include relevant details including troubleshooting steps taken.
1. Check for any messages on the printer such as "no cards in hopper" or "ribbon is empty". There should be an on screen prompt as well to indicate the error. There may potentially be other errors as well, make note of these error messages.
2. Data card offers many help videos to assist with these and other issues that you may encounter with the printer, these videos can be found at the following link: click here
3. If these troubleshooting steps do not work and the printer itself appears to be having issues submit a ticket to IT Services so that it can be sent away for servicing.
Do not remove the ID Card Printer within the Printers & Scanners Menu!
1. Check the print que to make sure that the device does not have stuck print jobs.
(See steps below)
1. To do this click the start menu icon then type "Printers and Scanners" click the app called Printers & Scanners
2. Once on the printers and scanners window find the ID card printer that you are currently using and left click it, then select Open Queue
3. If there are print jobs in this list select all of them and click Cancel. A lot of the time one of the stuck jobs will not be able to be removed until you restart your computer or you restart the print spooler service. See steps below for how to restart the print spooler.
Restating the print spooler service.
1. To restart the print spooler service click the start icon and type “Services", click the Services App
2. Once the services app has opened find the Print Spooler service right click it and select Restart
3. The print spooler should now restart and you can close the services window
2. If the printer will still not print check other ID card printers for stuck print jobs, the computer may still be trying to print to these, perform the same steps above for each.
3. If the issue still persists submit a request to IT Services and include relevant details about the issue. Make note in the request that it is an ID card printer so you do not receive instructions for a normal printer.
If ID Works prompts you with a message about licensing issues when your start it likely means that the USB Stick used for licensing has either been removed from the computer or is having issues.
1. Check the computer to ensure that the black USB stick is still inserted in the machine, it should have a sticker with some info on it.
2. If it is inserted but is still having issues you can try moving the USB stick to another USB port on the machine.
3. If there are still issues swap the Licensing USB stick out with the one attached to the computer in the other office.
4. If there are still licensing issues after these steps submit a ticket with IT Services.
This issue is likely caused by a network related issue. This may include the internet connection being down, network maintenance or work on the database being performed.
1. If this happens usually you will be able to wait a while and the connection will reestablish allowing you to start the software correctly.
2. If the connection is not able to reestablish and you get the same message restart the computer.
3. If the issue still continues check the computer in the back office to see if it is an issue local to the computer.
4. If the connection does not come back submit a ticket to IT Services relating to the network issue so that infrastructure will be able to look into it. Include details including which computer it is, when the issue started and if it is intermittent or a continuous issue. Also note whether it is just ID Works having the issue or other systems as well.
1. Make sure the camera and PC are properly connected through USB
2. Make sure the camera is turned on as it will not operate if switch is off.
3. Click on the photo field to make sure that the capture photo icon is lit up
4. Try switching the USB cable and camera out to determine if either of them is having the issue.
5. Submit a ticket to IT Services and include details about the issue.
ID Station Card Encoding issues
Many times card encoding issues are caused through the Schlage software and do not fall under IT Services. This software is handled by Facilities Management and more specifically Luc Venedam (lvenedam@stfx.ca)
1. Ensure that ID cards are inserted correctly in the card printer, you should get a message similar to “Magstripe Data Error” if they are inserted incorrectly.
2. Ensure that when you select print card the encode box is checked
3. Check to see if outside door access works or any other systems such as meal cards swipes. If these work and interior doors do not the issue is the Schlage software. The card printers encode the Novanet number on the cards magnetic stripe. This is not used for interior doors directly as interior doors are encoded separately onto cards.
4. If you believe the issue is the card printer and not the Schlage software submit a ticket to IT Services and include details about the issue.
Do not remove the ID card printers doing so will cause issues as the card printer drivers have issues adding printers back onto computers they were removed from.
If print quality is bad you may need to run a cleaning card through the machine. Steps for how to do this can be found on Data Cards Website click here