CUSTOMER SUPPORT
Please refer to the following sections for detailed information about the operation and care of Cross Match biometric identity capture solutions and accessories:
ID 1000
USB Verifier
Verifier E
Q: How often should the silicone membrane be cleaned or replaced?
A: The membrane should be cleaned between each booking. There is no hard-and-fast rule for when to replace the membrane. However, if stray dirt and embedded particles remain in the membrane after cleaning (as visible in the “Capture Prints” window), then the membrane needs to be replaced.
Q: How do you replace the silicone membrane?
A: The following procedure refers to the new-and-improved membrane, introduced in August 2001. We recommend that all ID 1000 customers begin using the new membranes.
- Remove existing membrane from prism
- Thoroughly clean prism surface as follows:
- Spray isopropyl alcohol liberally on prism surface
- Wipe surface with lint free lens tissue until clean and dry
- Remove membrane from vinyl bag and remove over-layers from membrane, touching only on the edges. Maintain Top/Bottom orientation as marked.
- Blow surface of prism clean with “canned air” (available at Radio Shack)
- Immediately lay membrane on prism surface, not allowing edges to touch the surrounding metal frame.
- Observe the membrane. In a few seconds it should start to optically contact the prism surface and gradually spread to the full extent of the membrane. If any occluded bubbles are evident, gently lift the edge closest to the bubble until the bubble is removed and then release the membrane. If any small bubbles (1/8” dia. or less) or separations at the edges remain, press down with finger until removed. The adherence and completeness of optical contact will improve with time.
Q: How should the ID 1000 be mounted to facilitate proper operation?
A: Cross Match recommends that the ID 1000 be mounted such that the top of the platen is at the approximate height above the floor that a standard ink fingerprinting setup would be. Please consult the manual for a template which provides mounting hole locations, should you desire to permanently affix the ID 1000 to the stand.
Q: How often should the ID 1000 be calibrated?
A: The ID 1000 should be calibrated at least once per week or anytime it is moved.
Q: Can I order the livescan software by itself and install it on my computer?
A: The software is available by itself, although it is of limited utility without an ID 1000 scanner. You may consider purchase of an additional copy of the software if you frequently add additional information to the EFT record at a location other than the location where the ID 1000 resides.
Q: How do I upgrade the ID 1000 driver?
A: The driver is contained on the same disk as the Booking software. It is the first thing that installs. If you only wish to install the driver, cancel the installation process after the driver installation is done.
Q: How do I upgrade the Booking software?
A: Run the setup program on the upgrade CD. We recommend that you contact Cross Match prior to doing any upgrade so that we can help insure that your old settings and data are preserved through the upgrade.
Q: Why does the “Transmit” button not do anything?
A: The electronic submission feature is state-specific and requires that the proper software be loaded. Cross Match is not yet certified to submit electronically in all states. Please contact us by telephone for the most up-to-date information.
Q: How can I lighten (darken) the finger images the scanner is producing?
A: From the Options menu, select Scanner Defaults. On the Images tab, you will see a slider control that allows you to adjust the scanner brightness. We generally do not recommend changing this setting as it may adversely affect the overall image quality. Improper finger rolling technique and poor print quality should first be ruled out before changing this setting.
Q: Which printers can be used with the ID 1000 system?
A: There are only a few printers that are currently certified by the U.S. FBI for submission of ten print cards, please contact Cross Match's Customer Support team for more information
Q: How do I get the optimum print quality?
A: Be sure that the printer driver is set to maximum quality and supports 1200 dots per inch.
Q: Can I use the ID 1000 simultaneously with other Firewire devices?
A: Yes.
Q: How do I add the capability to do mug shots?
A: The software capability is built into the standard Booking software. However, the image capture tab is only activated when using a booking process that accepts images. Contact Cross Match for information on purchasing a camera.
Q: We already have an “XYZ” camera. Will this work with the mug shot facility?
A: Generally speaking, any camera that has a Windows driver and is recognized in the Windows environment can be used. However, you must insure that the camera meets the requirements of the agency to which you are submitting. Cross Match sells a camera that meets federal requirements.
Q: I get a low image quality rating for prints that look perfectly good to me. Why is this?
A: No computer algorithm is a proper substitute for the trained eye of a fingerprint examiner. The software rates image quality based on the contrast ratio between ridges and valleys and is only intended as a guideline.
Q: How do you turn on sequence checking (slaps against rolls)?
A: From the Options menu, select Scanner Defaults. The Images tab has radio buttons to turn sequence checking on or off.
Q: How do I determine which version of the ID 1000 driver I have?
A: Find the location of the installed ID 1000.sys file on your computer. It is usually in the C:\Windows\System folder or one of its sub folders. Right-click on the file name and select Properties. Click on the Version tab.
Q: Can the ID 1000 be used in a mobile installation? …with a laptop computer?
A: Yes and yes. Please contact Cross Match for specific compatibility information regarding Firewire interfaces on laptop computers.
Q: Can you control a single USB fingerprint capture device with multiple applications?
A: No, the USB fingerprint capture devices cannot be controlled by more than one application at once.
Q: Can you control multiple USB fingerprint capture devices with one application?
A: No, only one USB fingerprint capture device at a time can be controlled by an application.
Q: How often should I clean the USB fingerprint capture device?
A: The platen/prism surface were designed to provide quality images, regardless of the build-up of oils, dirt and dust that naturally occur from regular use. However, to obtain the best images, it is important to clean the platen as often as possible. Regular cleaning should be scheduled once or more a month (inspection, cleaning and maintenance will vary, depending on environment and nature of use) and be completed as described in the Operator's or User's manual. The silicone membranes on the finger platen should be changed regularly. Signs that the silicone membrane needs to be changed could be Air bubbles, Inability to remove streaks from the membrane and Tearing.
Q: What operating systems are available for the USB fingerprint capture devices?
A: The CMT USB SDK supports many of the Microsoft operating systems. Not all USB fingerprint capture devices are supported by all operating system. See the table below for details.
Q: Does the USB SDK work under Windows NT 4.0 (or earlier) or Windows 3.1?
A: No. There is no USB support under either operating system.
Q: Can you control a single USB fingerprint capture device with multiple applications?
A: No, the USB fingerprint capture devices cannot be controlled by more than one application at once.
Q: What are the minimum system requirements for using the scanners and the USB SDK?
A: The system requirements depend on the type of USB fingerprint capture device you are using.
Requirements for MV5 and USB 1.1 fingerprint capture devices
- Pentium Processor
- 64MB Ram
- 10MB free hard drive space to install the CMT USB SDK
- Windows XP, Windows 2000, Windows 98, Windows 98SE, or Windows ME
- USB port on the PC
- Microsoft Visual C++ 6.0 and/or Microsoft Visual Basic 6.0 for application developers
Requirements for USB 2.0 USB fingerprint capture devices
- 1 GHz Pentium IV class processor
- 128 MB Ram recommended
- 10 MB of Free Hard Drive Space to install the CMT USB SDK
- Windows XP Professional SP2 or Windows 2000 Professional SP4
- USB 2.0 Connection on the PC
- Microsoft Visual C++ 6.0 and/or Microsoft Visual Basic 6.0 for application developers
Q: Does the USB SDK work under non-Microsoft operating systems or do device drivers exist for these operating systems?
A: Cross Match does not support USB operation under any non-Microsoft platforms (Apple, Macintosh, Linux, UNIX, BeOs, Solaris, etal.) nor provides device drivers for any non-Microsoft platforms.
Q: Does Cross Match provide developer support on development platforms other than Visual Basic or Visual C++?
A: No. It is up to the developer to implement solutions on platforms other than Visual C++ or Visual Basic.
Q: How does Visual Basic handle a C/C++ bitmap structure? And, is USB_AutoDraw the only method to display the bitmap in the VB application?
A: Visual Basic (up through Version 6.0) does not accommodate the pointers required to display and the bitmap through any other means except the USB_AutoDraw call or loading a bitmap file into the display window via the Visual Basic LoadPicture function.
Q: Does Cross Match plan to deliver an OCX to facilitate bitmap display and manipulation in Visual Basic?
A: There is currently no task scheduled to develop OCX support for USB family of fingerprint capture devices.
Q: How do I uninstall an improperly installed Cross Match Scanner?
A. The following steps will successfully remove and reinstall your the drivers for a Cross Match USB fingerprint capture device.
- Ensure that the Cross Match USB fingerprint capture device is connected to the PC.
- Right click the "My Computer" and select "Properties".
- Select the "Hardware" tab from the "System Properties" dialog.
- Click the "Device Manager..." button to invoke the "Device Manager" screen.
- Select View - Devices by Type.
- In the "Device Manager" screen, click the plus sign to the left of the "Universal Serial Bus controllers" icon at the bottom of the list.
- Select the icon with the exclamation point inside a yellow circle. The description of this icon should contain:
"Cross Match Technologies" and the words "(Before ReNumeration)"
OR
"USB Device"
OR
"Unknown"
- In Windows XP and 2000, right click on the icon and select "Uninstall".
- In Windows 95, 98 and Me, right click on the icon and select "Remove".
- If prompted, click "OK" in the "Confirm Device Removal" popup dialog.
- Disconnect the Cross Match USB fingerprint capture device and close all open screens and running applications.
- Restart Windows.
- After the PC has restarted, make sure the proper version of the CMT USB SDK is installed.
- Close any applications that access the USB fingerprint capture device.
- Reconnect the USB fingerprint capture device and follow any prompts to install the drivers.
- Wait for the illumination on the device to turn off before starting your application.
Q: I connected my USB fingerprint capture device to the PC before I installed the CMT USB SDK and now the system does not recognize the device. How do I fix this?
A: The Cross Match USB fingerprint capture device must removed and reinstalled. Follow the steps outlined by the How do I uninstall an improperly installed Cross Match Scanner? question above.
Q: The sample applications distributed with the SDK display a popup dialog that says "The function did not successfully complete its operation(s) Please verify scanner/reader is connected!" or "The USB device is not responding Please verify scanner/reader is connected!".
A: Solution #1 - Disconnect and reconnect the Cross Match USB fingerprint capture device.
Solution #2 - Remove and reinstall the Cross Match USB fingerprint capture device. Follow the steps outlined by the How do I uninstall an improperly installed Cross Match Scanner? question above.
Q: I have connected a Cross Match USB fingerprint capture device on a Windows 2000 system and the system is asking me to insert the USB SDK CD into the CDROM to find a required file. I either do not have the CD or I am using the installation program from the Cross Match website. How do I update to the latest USB SDK?
A: Under Windows 2000, you may receive several informational popup dialogs when connecting a device as per the prompt during the restart of a web-based installation or if the device is being used for the first time. It is important to following steps outlined in the Microsoft Windows 2000 Installation section of the USB SDK help file.
Q: Why am I getting fuzzy or unacceptable images?
A: Clean the lens more often as described in the Operator's or User's manual.
Q: Why are my images too light? Sometime, no image displayed at all!
A: Solution #1 - Ensure that the subject's fingers are not very dry. If they are, moisten them with a little lotion or a moisturizing towelette.
Solution #2 - The brightness, contrast and gain settings my not be set properly.
- Go to the Windows Desktop and select Start->Programs->USB_SDK->VC Sample application.
- Select the "Go Live" button.
- If you are not able to verify that the illumination LED's are on, contact Contact Technical Support.
- If the image is too light, decrease the brightness, gain and or contrast settings until the desired image quality is achieved.
- Select the "Save Settings" button to store these settings to the USB fingerprint capture device.
Q: Why are my images too dark? Sometime, the image is all black!
A: Solution #1 - Ensure that the subject's fingers are not very damp. If they are, dry them with an alcohol swab.
Solution #2 - The brightness, contrast and gain settings my not be set properly.
- Go to the Windows Desktop and select Start->Programs->USB_SDK->VC Sample application.
- Select the "Go Live" button.
- If you are not able to verify that the illumination LED's are on, contact Contact Technical Support.
- If the image is too light, decrease the brightness, gain and or contrast settings until the desired image quality is achieved.
- Select the "Save Settings" button to store these settings to the USB fingerprint capture device.
Q: Why does Windows displays the "USB_IO_FAILED - Data error (cyclic redundancy check)" error message?
A: This error may occur when the USB cable is disconnected while the application is communicating with the USB fingerprint capture device. Verify that the USB cable is securely connected to the PC, the cable is not damages and that none of the cable wires shorted. This error is most likely occur when your application is is "Live Mode" and capturing image from USB fingerprint capture device. For Windows to properly recover from this error, you may have have to both unplug the USB fingerprint capture device and shut down your fingerprint application. After you plug in the USB fingerprint capture device you can restart your fingerprint application.
Q: How do I get rid of "ghosting" or "shadowing" of my fingerprint images?
A: Version 4.0.0 of the USB SDK supports a new feature for Verifier 300 LC series scanners can help prevent ghosting of fingerprint images. "Ghosting" occurs when a finger or excessive dirt is on the platen when an application make a call to USB_Initialize. The Verifier 300 LC series scanners have special image processing algorithms that prevents latent prints from being captured along with the target fingerprint. This new feature, when enabled, will allow the USB_Initialize to return an USB_INIT_FAIL_FINGER_PRESENT error. When a Software applications adds a check for this error, the system operator can easily be notified that there is a finger or excessive dirt is on the platen. To enable this new feature, simple call the USB_Enable_V300LC_First_Init_Detect function before calling USB_Initialize. The software application will need make an additional call to USB_Initialize after a USB_INIT_FAIL_FINGER_PRESENT error is detected and processed.
IMPORTANT: This function only pertains to scanners that use a mask, so, for now, that's only the Verifier 300 LC & Verifier 300 LC 2.0
Q: Why does Windows prompt for the installation of CMT drivers each time I plug a USB fingerprint capture device into a USB port?
A: Each time you install a USB device into a new USB port, Microsoft Windows will be prompted to install the drivers again. During the initial system setup, you should plug the CMT USB fingerprint capture device into each USB port in your system and install the drivers for each port when prompted by Windows. This will allow the operator to install the CMT USB fingerprint capture device into any port without worrying about finding and installing the drivers.
USB 2.0 fingerprint capture device questions:
Q: Why does the illumination LEDs flash when I plug in my USB 2.0 fingerprint capture device?
A: The USB 2.0 fingerprint capture device is plugged into a USB 1.1 port on the PC, a USB 1.1 hub or a extension cable that is too long. Verify that the fingerprint capture device LEDs do not flash when plugged directly into the PC. Verify that the Device Manager shows a "USB 2.0 Root Hub" or "Enhanced" Host Controller entry under the "Universal Serial Bus controllers" icon at the bottom of the list.
Q: My PC does not have a 2.0 port so I Installed a USB 2.0 PCI card. Why doesn't my the illumination LEDs flash when I plug in my USB 2.0 fingerprint capture device?
A: The USB 2.0 fingerprint capture device is plugged into a USB 1.1 port on the PC or a USB 1.1 hub. If you are sure that you have plugged into a USB 2.0 port, make sure that you are using the latest USB drivers that are part of Windows XP SP2 or Windows 2000 SP4. Visit the Microsoft Windows Update web site to ensure your computer has the most recent Service Packs.
Q: I installed a 3rd party USB 2.0 card in my computer and the USB fingerprint capture device does not work. Why doesn't the USB fingerprint capture device work with my new USB card?
A: All USB 2.0 cards should use the native Microsoft Windows drivers. Windows XP SP2 and Windows 2000 SP4 will automatically detect and install the proper native Windows drivers. Uninstall any 3rd party drivers that came with the new USB 2.0 card and visit the Microsoft Windows Update web site to ensure your computer has the most recent Service Packs.
Q: Why do I get the error message, "The USB device is not responding Please verify scanner/reader is connected!" message when I plug in the USB 2.0 fingerprint capture device?
A: Version of the CMT USB SDK prior to version 4.0.0.0 do not support the USB 2.0 family of fingerprint capture devices. It is recommended that you upgrade your USB SDK to the latest version.
Q: Will my current application work with the new the USB 2.0 fingerprint capture devices?
A: Yes. If your application is compiled using dynamic linking to the CMT USB SDK dll, you will not need to re-link your application to use the new USB 2.0 fingerprint capture devices. Simply update the USB4xx.dll on your computer and your application will work! If your current application was compiled using the CMT USB SDK libary file, you will need to re-link your application with the new USB4xx.lib before your application will work. See Dynamic vs Static linking section of the USB SDK Help file installed with the USB SDK (V4.1 or later) for more information.
MV5 mobile fingerprint capture device questions:
Q: When removing the MV5 from the cradle and then re-inserting it, why does Windows 2000 display a message indicating an error relating to surprise undocking of a USB device?
A: This issue has been fixed in V1.016. It is recommended that you upgrade your USB SDK to the latest version.
Q: When removing the MV5 from the cradle after uploading a captured image and capturing another image remotely, Why doesn't the Visual Basic sample application upload the new print to the application for display?
A: This issue has been fixed in V1.016. It is recommended that you upgrade your USB SDK to the latest version.
Q: Is there a means to remove the light-gray background "hashing" seen on prints that are remotely captured via the MV5?
A: No. The MV5 auto-adjusts its video settings to ensure a successful remote image capture. This sometimes results in the aforementioned “hashing” effect on captured prints. There is no provision to reduce the “hashing” seen on these prints.
Q: Is there any way to emulate the auto-adjustment of video settings performed by the MV5 during remote capture while the unit is docked?
A: No, The video settings are only adjusted programmatically while the unit is docked.
Q: Why is the fail LED illuminated when I connect my MV5 BCS is tethered to the PC?
A: The fail LED is turned on when the PC is unable to verify the version of software in the MV5 BCS. If you continue to get this error after unplugging and reattaching the MV5 BCS, please contact Contact Technical Support.
Q: What kind of encryption does the Verifier-E support?
A: The Verifier-E device supports two different encryption modes: SSL and image-only encryption. Secure Sockets Layer, or SSL, is a standard method of encrypting communications between a web browser and a server. Almost every browser/application program available today should be able to securely communicate with the Verifier-E in this manner. The drawback of SSL is speed compared to non-encrypted communications. As a mid-ground between speed and ultimate security, the Verifier-E offers an image-only encryption option. When this is enabled, only the image data itself is encrypted using a shared-secret and 128-bit RC4 encryption.
Q: How can I use the serial port on the rear of the device?
A: The serial port on the back of the unit is configured from the Device Settings link. The Verifier-E device basically acts as a network proxy for the serial port. That is any information sent/received from the serial port is passed through to the TCP/IP port specified in the configuration.?
Q: What image file formats does the Verifier-E support?
A: The Verifier-E supports both BMP (Microsoft Windows Bitmap) and PNG (Portable Network Graphics) file formats. The default output format is a BMP image file. PNG file output may be enabled through device configuration settings.
Q: I can't access the device using a hostname = serial number listed on the label.
A: First verify with your network system administrator that the network settings for the Verifier device match those of the network you are trying to connect to (DHCP vs. static, etc.) The default factory settings assume a network configured via DHCP and that the network supports dynamic DNS updates. This allows a verifier to be installed on a network with minimal fuss -- just plug it in. However, there are some network configurations in which this is not possible. A couple of examples include:
- Static network configuration.
- DHCP network address configuration but no dynamic DNS updates.
By default, the Verifier-E is configured using DHCP. One of the optional DHCP parameters allowed is to request a particular hostname be associated with the IP address when it is assigned. The Verifier-E sends a DHCP requested hostname set to the serial number listed on the bottom of the unit. Unfortunately, some networks do not support DHCP hostname requests. In this case, a system administrator can tell you what IP address was assigned. Alternatively, you can perform a network scan (see Help! I configured static networking and can't remember what IP address I set!). Just setup your scan to look only for devices that answer queries on port 80 (the HTTP interface).
Q: Can I restore the network settings back to default values?
A: Yes, it's possible to reset the network settings back to the factory defaults (DHCP networking configuration, DCHP Hostname = Serial number on bottom of unit) by following these steps:
- Remove power from the Verifier-E device.
- Place a finger on the platen and hold it there.
- Re-apply power to the Verifier-E device.
- Leave your finger on the platen until you hear a special startup alert (high-low-lower beep) and the status LED starts blinking red/green in sequence.
- The unit will automatically reset after about 30 seconds.
Once the Verifier resets, the network settings will be restored to their factory defaults.
If your network settings do not match the defaults (your network requires a static IP address for example) it may be necessary to reconfigure the settings manually as described in the administrator's manual.
Q: I was communicating with the device using the hostname = serial number. I turned the unit off and the next time I tried to access it I get a "device not found". What happened?
A: Some versions of Microsoft Windows incorrectly cache DNS names. This results in a device "disappearing" from the network if you remove power to a Verifier-E device and immediately power it back up again Æ as might be required if you need to reset the device because you've made some change. The Verifier-E device might have a new IP address (via DHCP) assigned to it when it is powered up the second time. As a result, the computer you are accessing the Verifier-E device with doesn't know about this new address and doesn't flush it's cache to get the new address either (this is a bug in Windows). The solution is to either wait for windows to update it's cache entries (can take up to several minutes) or open up a command prompt (DOS shell) and type the following to flush the DNS cache: > ipconfig /flushdns
Q: How can I determine what the current device network settings are?
A: If the Verifier-E device is configured for static network settings, the device will not put out ANY information on power-up but see: "Help! I configured static networking and can't remember what IP address I set!". If the Verifier-E is configured for dynamic IP addressing, it's possible for a network monitor or system administrator to determine what IP address the unit has been assigned.
Q: Help! I configured static networking and can't remember what IP address I set!
A: If the Verifier-E device is configured for static network settings, the device will not put out ANY information at power-up. If you have forgotten what static networking settings you programmed the device you will have to either scan your network or reset the network settings. The easiest way is to run a port scan on your subnet looking for responses on HTTP (port 80). There are a number of tools available that will do a port scan on your local subnet to find devices. A good version for Windows is called SuperScan but many operating systems have an implementation of the Unix utility map. Please take care using these tools as they can generate a large amount of network traffic and are considered a precursor to a system attack (hackers) by some system administrators.
Another possibility is just to reset the network setting back to their default values (i.e. DHCP) and then reprogram them to the desired static settings. See "Can I restore the network settings back to default values?"
Q: The finger sensor lights never turn off and the finger sensor is always active (beeping). What can I do?
A: Sometimes dirt or other foreign material can build up enough to block the invisible (infrared) finger sensor beam. Carefully inspect the clear plastic windows that are located in the finger sensor area.
Q: Can we use the Verifier-E device just to get BMP images and use these in our application?
A: Yes, by using the HTTP interface an application can retrieve the latest image on the device. This is explained in detail on the "Help" page built-in to the Verifier. Open a browser to the Verifier-E device and click on the Help icon for further information.
Q: How do I write an application to retrieve images from the Verifier-E device?
A: A complete description of the interface is detailed on the device itself on the "Help" page built-in to the Verifier. Open a browser to the Verifier-E device and click on the Help icon for further information. Verifier-E device communications are based upon standard TCP/IP protocols (HTTP, etc.) so building an application to talk with the Verifier-E device is very straightforward.
Q: Is there an SDK available?
A: A Java SDK is embedded in the device itself. This is the Java applet that can be executed by running the "Live" Image Display link found on the top-level web page on the Verifier. There is a link on the subsequent page that provides the source code to this applet for use in your applications. An SDK for Microsoft Visual Basic/Visual C++ will be provided through the Cross Match Technologies website (http://www.crossmatch.com/software.html).
Q: Are you giving some sample application (like in VC++), to test performance of this device?
A: There is also a complete client application embedded in the device under the "Live Image Display" link from the main web page on the device. This will launch a Java applet that updates and displays the most recent image in a "live" mode. The source to this program is included on the device and can be saved and hacked up. "That you will need to have a Sun Java runtime installed on your machine for this to work see: http://java.sun.com."
Q: How do I know when to retrieve an image?
A: The Notification Port (1500) will send a "Notify" message when a new image is ready if the application has previously sent a "Subscribe" (consult the Verifier-E manual or see the HELP page on the Verifier-E device for further information). The application should next retrieve the image via the URL http://devicename/cgi-bin/getimage.cgi.
After the image has been retrieved, the "ACK" command required to keep the notification port active can then be sent. If you send the ACK before retrieving the image you run the risk of the device taking a new image and overwriting the data you are trying to retrieve leading to decoding problems in the application.
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