IQSuite Troubleshooting

Root Folder > IQ Range
Like any software installation, there are simply too many environmental factors that are outside of our control in the field. For this reason, we strongly suggest using a clean and fresh installation of Windows 7 with a minimum of Service Pack 1 where possible.

Having said that, we understand that this is not always possible, and have therefore included the following abbreviated troubleshooting guide to assist you with the more common problems that can arise.

General Items to Check

Pertains To

What to Look For

How to Fix It

Operating System Version

Windows 7, Service Pack 1

If you’re not on this version, upgrade or start a fresh installation on a machine that is.

Operating System Version

Windows XP/ Vista

If at all possible, upgrade the machine to Windows 7, SP1. If this is absolutely out of the question, consult your IT expert for ways to override the permissions issues.

 

USB Enrolment Device Problems

Problem

Issue

How to Fix It

USB Device not working inside IQSuite

Drivers may not be installed or USB device may not be plugged in.

Install drivers or plug in device.

USB Device not working / stopped working inside IQSuite.

This is a common problem that relates to Windows updates, which sometimes overrides the device driver files with Windows files.

Reinstall the USB enrolment device drivers, which should fix the problem immediately. Also, turn off updates for windows biometric sub-system to avoid future issues.

 

SQL Server on a Network

This guide is NOT designed to help you install and manage a SQL installation over a network.  If you do this, you will need to consult a SQL expert, or at least have the network administrator on hand to assist with any problems that may arise. However, for your guidance, we have included two common problems that affect SQL installations over a network to help reduce the frustration levels.

 

Problem

Issue

How to Fix It

Cannot find the SQL Server instance over the network

SQL Browser Service is probably not started if the network connections are fine.

Start the SQL Browser service, and set it to automatic start up if possible to avoid future issues. This can be done either in Windows Services or SQL Configuration Manager.

Can find the SQL Server instance on the network, but cannot connect to it.

Network Access via TCP/IP probably not configured correctly or activated.

In SQL Configuration Manager, you need to enable TCP/IP and named pipes, following which you need to restart the service.

Firewall permissions and other exceptions not correctly set.

Open Port 1433 (SQL default) on the firewall.

 

Adding a Reader Fails to show any Data

Problem

Issue

How to Fix It

You click on a reader IP, Connect, and get N/A for all the data

IQSuite has timed out for some reason from the connection. This normally happens the first time you run the IQSuite Add Reader function.

Click Cancel, retype the IP address, Connect again and it should work perfectly.

 



Regards

The iPulse Support Team

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