a. Verify that the Driver’s License scanner is enabled within the Administrative Utility
i. If your scanner fails to scan licenses, you will need to first verify that scanning is enabled within the Administrative Utility. Please download the LobbyGuard User Manual and review the section labeled “Accessing the Administrative Utility”.
1. If your scanner does function, but it does not read the information off of your licenses, please see Troubleshooting Issue #3.
ii. Log into the Administrative Utility and navigate to “AdministrationàKiosks”. Scroll down to “Installed Devices” and verify that the “Drivers License Scanner” option is selected; if not, select the checkbox then click “Update General Settings”. This will activate the hardware and allow the scanner to scan and OCR license information, if scanning is part of the established workflow.
iii. Next, navigate to “AdministrationàWorkflow”, and verify that “Request visitor's drivers license” is selected for each visitor types for which you’d like a license scan. If it is not, check the box for each respective visitor type, and the page will save the changes automatically for you.
iv. Now that the Administrative Utility is configured properly, proceed to step 2b, so that you may begin diagnosing your scanner issues from the ground-up.
b. Verify the scanner’s USB cable is connected correctly to the scanner
i. Stand in front of the kiosk and locate the Scanshell license scanner. Look under the scanner and to the left side and you will see the end of a USB cable plugging into it. This cable transmits both power and data from/to the scanner. Because this cable plugs in underneath the scanner, it may have come loose or completely unplugged, which would likely be the reason why the kiosk does not display the license screen when signing in.
ii. Reconnect the cable and then power-cycle the scanner. (Partially disconnect the Scanshell power cord for 10 seconds and reconnect.)
1. Be careful to only partially disconnect this USB cable from the scanner by pulling it out about a half-inch. Do not pull the plug all the way out; as the scanner’s metal cover may prevent you from being able to reconnect it.
2. When reconnecting the scanner, you may hear a beeping sound; this is to notify you that the kiosk has detected the scanner.
iii. After tightly reconnecting the USB cable, restart the kiosk and sign-in. You should now be prompted with the driver’s license screen.
iv. If you are still not prompted, skip to step 2c.
c. Verify the opposite end of the scanner’s USB cable is connected to the motherboard
i. Locate your LobbyGuard key and open the back door. The kiosk will need to be powered on and running. Do not let go of or lay down the kiosk door, as doing so would break or damage the cables running to the back of the unit. Please have someone assist you by holding the door open at a 45 degree angle, or do so yourself if you feel comfortable.
ii. Locate the USB cables that are plugged into the motherboard. Near the end of one of these cables, you will see a white “USB Gear” sticker; this is the USB cable for the license scanner. The end of this cable may also have a tiny white label with “license scanner” printed on it.
iii. Disconnect and reconnect this cable; verify that nothing in the slot or on the tab looks broken. Be sure to make a full, solid connection.
iv. Close the door and restart the kiosk.
v. Please sign-in. You should now be prompted with the driver’s license screen.
vi. If you are still not prompted, skip to step 2d.
d. Reinstall the scanner’s drivers
i. Exit the LobbyGuard program and access the Windows Desktop. Click on the Start button, open the Windows Control Panel, select Add/Remove Hardware, and then select to remove Scanshell.
1. Remove all instances of Scanshell; do not remove the “SDK” application—though they have similar icons, the SDK should not be removed.
ii. After uninstalling, please click here to download the latest IdScan (Scanshell) software driver package to the kiosk’s desktop, and install. Choose the correct driver for your specific scanner. To find out which scanner you have, open up Windows Device Manager, and expand "Imaging Devices" to find out which model is installed. Follow the installation steps carefully.
1. You can download the software driver files directly to the kiosk, or you can download them to your PC and transfer them via a USB flash drive.
2. It may be required to enter in the 16-digit license key for Scanshell, after the installation is complete, before the scanner will be recognized by Windows. To be prompted, open IDScanOCR immediately after installation. You may use the following: 4KC914CWQPRKJERA
iii. Restart the kiosk and sign-in. You should now be prompted with the driver’s license screen.
iv. If you are now prompted with the driver’s license screen, but your license information does not appear on-screen after a few sign-in attempts, please see Troubleshooting Issue #3.
v. If you are still not prompted, skip to step 2e.
e. If these options do not resolve your issues, please contact LobbyGuard Support at 1-866-905-6229.
i. For immediate assistance and free specialty support, you may also contact CSSN Support, regarding your Scanshell license scanner. For contact information and technical support, click here.