Problem

Possible Problem

Possible Solution

"Palm does not power up, scanner works - Green ready LED on"

"Screen does not light up but scanner Green ready light on"
 

Quick Test: Scanner should triple beep when power is connected.  If not, see next section below.

Palm Z22 Batteries are low or dead

Connect charger and wait 5 minutes for Palm to charge.  Palm will take 5 minutes to turn on if battery fully depleted.  After waiting 5 minutes, perform soft reset procedure. See Soft Reset Video

Palm Z22 Computer Hung up.

Soft Reset - After charging for 5 minutes and with external power connected, Try soft reset – turn over so that you can see the back of it. Using the stylus, gently press the reset hole on the back.   If that doesn't work, get a paper click, unwind so there is about 1" of wire, hold scanner under strong light and looking into reset hole.  You should see aluminum plate with 1/8" hole and a black plastic button in center of hole. Align wire with button and press gently.  You should feel a button click.  Turn over and look for Palm Logo on screen.  See Soft Reset Video

Palm Hardware failure

Contact TokenWorks Technical support.   

Scanner Green Ready LED does not turn on with External power supply.  (Palm does not power up either).

CardVisor program does not launch when Calendar button is pressed – instead Palm Calendar displays.

Calendar button not associated with Cardvisor Application

See Associating Calendar & Contact Buttons with CardVisor Application and/or MemoPad above

Date/Time in top right corner of main CardVisor screen not updating

Displayed Date/Time only updates after a license is scanned.

Scan an ID and the time displayed in the top right corner of the Main screen will update

Contacts Screen displays when instead of License data

Contacts button not associated with MemoPad Application

See Associating Calendar & Contact Buttons with CardVisor Application and/or MemoPad above

License data does not display when Contacts or View Data button is pressed –

Swipe data missing in MemoPad Application

License Data in MemoPad does not change after an ID is scanned.

The MemoPad Category is set to display only personal or business memos.

Change Category to ‘All’ or ‘CardVisor.’  Tap on category displayed in upper right corner of screen, from pull down menu, select CardVisor or All.

Or Press on View Data Button multiple times until CardVisor appears in top left corner.

PIN Code has been set

Open Security application and present PIN code. 

To Test if PIN code is set, try to delete all data from the scranner.  If first message states PIN code is set and data deletion is not permitted, then somebody has set the PIN Code.

License data does not display when Contacts button is pressed – Swipe data missing in MemoPad Application

The MemoPad Category is set to display only personal or business memos.

Change Category to ‘All’ or ‘CardVisor.’  Tap on category displayed in upper right corner of screen, from pull down menu, select CardVisor or All.

PIN Code has been set

Open Security application and present PIN code.

CardVisor application ICON not visible on Main application launcher screen

"UNIT APPLICATION NOT FOUND"
 

Category not set to All or unfiled.

Select All or unfiled in the top right corner of the screen or press house icon to cycle through categories.

CardVisor application has been deleted

If unit was Hotsynced, just Hotsync again to Reinstall CardVisor software.  If not, contact Tokenworks and we will email program for installation using Palm Desktop installation tool.

Bar Code Reader does not decode license – No beep after withdrawing license from reader.

Bar Code is dirty

Examine bar code for scratches, dirty and clean with soft cloth.

Bar Code is damaged

If sufficiently damaged, it may be impossible to read.  Try another license

License skewed / tilted during insert

Try reinserting and removing license while ensuring it goes in and comes out without tilting or skewing card.

License withdrawn from reader too soon.

Wait for red LED to stop flashing before withdrawing license.    

No 2D bar code or 2D bar code not facing PDA

Make sure there is a 2D bar code and that it is facing the PDA.  A 2D bar code looks like this:

Foreign object in slot

Try to clear objects by holding reader upside down and gently shaking.  Do not insert metal objects or other objects to clear slot!

Reader is broken

Contact TokenWorks for support

Problem

Possible Problem

Possible Solution

Can not create VIP_Banned.pdb from Ban_VIP_List.txt file

Missing comma(s) between fields, extra commas in line or missing carriage return at end of each line.

Check to make sure there are commas between the columns and carriage returns at the end of each line (i.e. only four columns per line)

More than one or no carriage return after the last line in Ban_VIP_List.txt  file

Make sure there is only one carriage return at the end of the file.

Data is incomplete

Make sure each line has at least a last name and either a 1 or a 0 in the status column. 

While creating the VIP_Banned.pdb file, receiving the ‘error on the number of fields’

Extra carriage returns at the end of the Ban_VIP_List.txt file. 

Just delete extra carriage returns at the end of the Ban_VIP_List.txt file and try again.

Person not being found in database

Database not in proper order

Test database using  Test VIP/Banned Database’ Menu Item and if out of order, recreate and reinstall database.

The driver’s license number for the person does not match the one in the database.

Compare the driver’s license number captured for the license (open Memo in MemoPad).  If different with number stored in database, either remove number from database (this will cause them to be displayed on the possible match screen) or update their license number with the same number captured by CardVisor (this will cause them to be displayed on the confirmed match screen).

Database not loaded.

Test database using  Test VIP/Banned Database’ Menu Item and if out of order, recreate and reinstall database.

More than six people with same last name and no license numbers

Enter the driver’s license number captured for this person (captured Memo in MemoPad) into the database.  This will cause them to be displayed on the Confirmed match screen.

The Status field is not a ‘1’ or a ‘0’

Review the status field for this person and ensure there is a ‘1’ or ‘0’ character in the field.  Any other character will cause the record to be ignored.

Person has wrong status

Status field not set correctly

If the status field is 1, the person will be categorized as VIP, if it is any other value (e.g. 55 or 0), they will be categorized as BANNED.  Correct status field and reload database