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Troubleshooting PC Problems:
I just changed an ID number or name of a student or faculty/staff person
in ISIS/HRS. When can I expect those changes to be reflected in the
access card system?
Name and ID number changes are processed every night by the access card
System. The cardholder will need to return the next day to get a revised
access card printed. If the ID number changed, you may need to take
a new picture of the cardholder.
I tried to retrieve a cardholder on a Datacard PC and received an 11092
database error. How can I fix this?
There are a few possible causes of this happening. Try following these
troubleshooting steps:
1. Check to make sure your network wire is connected to the back of
the PC and to the wall jack.
2. Check to see if the G: drive is connected on the PC. Open Windows
Explorer and click on the G drive. If it is not connected, right click
on 'My computer' icon on your desktop and left click on 'map network
drive', then change the drive to 'G:' and then choose path '\\dc0.temple.edu\video'
from the path dropdown box. Make sure there is check in the 'reconnect
at Logon' box and then click ok. You should be prompted for the vidimg
password and then a window with folders will appear. Close that window
and go back to searching for the cardholder.
3. If you are still experiencing problems, contact the help desk at
1-8000. You may have a network problem.
I tried to print a card for a cardholder and received an 11092 error
when I clicked on print. How can I fix this? (If you are using IDworks
Software):
There are a few possible causes of this happening. Try following these
troubleshooting steps:
1. Check the issue number of the cardholder. If it is equal to 9, you
will need to have Administrative Computer Services reset the number
to zero.
2. Check to make sure the bottom of the production window does not say
"1 of 2". If it does, click on the right arrow to move to
"2 of 2" and retake the ID picture. The first record is an
old card number from an ID number change and can't be used.
3. Check to make sure your network wire is connected to the back of
the PC and to the wall jack.
4. Check to see if the G: drive is connected on the PC. Open Windows
Explorer and click on the G drive. If it is not connected, right click
on 'My computer' icon on your desktop and left click on 'map network
drive', then change the drive to 'G:' and then choose path '\\dc0.temple.edu\video'
from the path dropdown box. Make sure there is check in the 'reconnect
at Logon' box and then click OK You should be prompted for the vidimg
password and then a window with folders will appear. Close that window
and go back to searching for the cardholder.
5. If you are still experiencing problems, contact the help desk at
1-8000. You may have a network problem.
There is a former student or employee still showing on the Datacard
PC when I do a search. How can I delete them so I can issue a Courtesy
card?
Students and employees are not deleted from the Access card system unless
requested for Courtesy Cards. Contact Administrative Computer Services
to have the cardholder type change to 'Other Cardholder' so that a Courtesy
Card request can be processed.
I receive "No records exist in the current query" message
when performing a search from the IDworks Production Screen.
1. Make sure you typed the correct ID number.
2. For Courtesy Cardholders, check to make sure you received the courtesy
card data entry form back from Administrative Computer Services. This
will verify that your request was received and entered into the Access
Card system.
I receive "Cannot find path %1" or you get an hourglass that
stays on for a long period of time.
1. This means that your first login didn't attach you to the network.
Try rebooting the PC and login again.
You receive an error message similar to this "Unable to update
Informix; Intersolv…" when trying to print an ID card.
1. Although the ID card may still print out, you should not give this
card to the cardholder. This message means that an issue number was
not incremented on the system database. The ID card will not match the
database and therefore, will not work in the in the Access Card readers.
Try rebooting the PC and printing another card to reestablish your connection
to
Receive message 'Security key not found'.
Means that the PC cannot communicate with the printer either because
it is turned off or the printer cable came loose on the back of the
PC.
Troubleshooting IC2+ and ICIII Printer Problems:
Problem: The Error light on the printer is blinking or solid.
Try resetting the printer by pressing the ready key.
Problem: The "ribbon" light is flashing and there is still
ribbon in the printer.
Check to see if the black rubber wheel above the print head is mounted
properly. It should be rolling on top of the unused portion of the ribbon.
If not, press it down into place.
Problem: The jam light keeps blinking.
This means that a card is jammed somewhere in the printer. Remove the
jammed card and press the ready key. If the printer still does not respond,
turn the printer off for 10 seconds and turn it back on.
Problem: The card light blinks along with the jam light.
This means that the input hopper failed to pick a card for printing.
Remove the bottom card in the stack of blank cards and turn the printer
off for 10 seconds and then turn it back on. Try to reprint the card.
Problem: The ready light keeps blinking.
This is not a problem. A blinking ready light means that the printer
is receiving data from the PC or is busy printing a card. The ready
light should always be on or at least blinking. A solid ready light
means that the printer is on line and ready to receive data and start
printing.
Troubleshooting Magna and ICIV Printer Problems
Printer problems with Magna and ICIV printers can be troubleshot by
following the on-line help that pops up on your PC screen when a problem
arises.
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