Search the Problem Column for your problem and try the possible solutions.
If you can’t find your problem or the solution does not work, give us a call at 800-574-5034.
| Problem | Possible Problem | Possible Solution |
| Unit does not power up – screen blank | Visor is stuck in power down mode | Try soft reset – turn over Handspring Visor so that you can see the back of it. Using the reset tool, an unfolded paper clip or a similar small blunt-tipped object, gently press the reset hole on the back. See the Resetting the Handheld section. |
| Batteries are low or dead | Replace the batteries and try soft reset. If this does not work, try different batteries followed by another soft reset. If unit still does not work, try hard reset. If a hard reset does not work, then try a Power Down. See the Resetting the Handheld section. | |
| Batteries on Visor are installed incorrectly | Reinstall batteries correctly. Make sure the (+) and (-) signs on the batteries line up with the signs on the inside of the battery compartment. Note: if batteries were mis-installed, then remove batteries, wait 20 minutes for internal capacitor to discharge and reinstall. | |
| Hardware failure | Contact TokenWorks Technical support. | |
| CardVisor is not decoding swiped cards – “swipe again” displayed | Magnetic stripe is dirty | Clean stripe with soft cloth. |
| Magnetic card may be damaged | Try another card. | |
| CardTool is hung | Run Reset menu item from main menu. If still experiencing problems, perform soft reset with stylus or paper clip. See the Resetting the Handheld section. | |
| Magnetic Card may be mis-aligned during card swipe | Ensure card is being held flush to base of card track during swipe. Try swiping at different speeds, in a different direction, holding the card at different locations, or changing the orientation of the Handspring. | |
| Firmware memory requires reflash | Remove and reinsert CardTool reader. If CardWelcome application automatically reflashes firmware, then this probably will resolve the problem. If not, Remove and reinsert CardTool reader again. Do not hit OK button to launch CardVisor but instead, select pull-down menu icon (below house icon in graffiti area), and tap on ‘reflash now’ menu item. This will force a firmware reflash. | |
| CardVisor application not visible on Main application launcher screen | Category not set to All or unfiled | Select All or unfiled in the top right corner of the screen. |
| CardVisor does not launch when Date Book button is pressed | Date Book button not associated with Cardvisor Application | Remove and Reinsert the CardTool reader. This will automatically associated the CardVisor application with the Date Book and Address Buttons (Address Button is for bar codes version only). |
| Wrong Age Displayed | Clock Not Set to correct Date/Time | Look at clock in top right corner of main screen. If incorrect, then set Date/Time on Palm Computer. See Set Date Time Application Note. |
| 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. |
| Date/Time not updating in Memopad transaction log | Same ID is being scanned | The software will not record duplicate scans so try scanning two or three different licenses to see the date/time stamp change in the transaction log. |
| 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. | |
| Swipe data not displayed in MemoPad Application | The MemoPad Category is set to display only personal or business memos. | Change Category to ‘All’ or ‘CardVisor.’ To see Unparsed license data, set category to ‘RawData’ |
VIP/Banned List Database Troubleshooting
| 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. | 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/BannedDatabase’ 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). |
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| 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 |
Assuming the Palm Desktop software has been installed and that the HotSync manager is running (look for Hotsync icon
in system tray located in bottom right of the screen), it is time to perform the first HotSync which will ‘synchronize’ the data between the handheld and the Palm Desktop. Place the handheld in the HotSync cradle or connect it to the PC with a HotSync cable and follow the directions on the next page. If the HotSync window does not open on the Desktop computer, perform each of these steps in order. After each step, try to synchronize. If the HotSync operation succeeds, the problem is resolved and don’t try the next step.
1. Is the Wall Charger Connected to IDVisor™ Z22? Remove the Wall Charger from the IDVisor™ Z22 while Hotsyncing, remove&reinsert USB cable. The Wall Charger must be removed when connecting with a PC.
2. Is HotSync Manager on? Before you can synchronize, this software needs to be running. Turn it on if necessary by going to the Handspring folder and double clicking on it.
3. Perform a soft reset on the Handheld: This is a great trick for solving a number of problems. See the hardware reference guide for details.
4. Disconnect your device from the HotSync cable or cradle, and connect it again. Don’t press the HotSync button until the device is fully connected.
5. Failure to communicate: Make sure that your desktop computer and handheld device are communicating properly.
6. Alarms pending? If any Calendar, To Do, SMS, MMS, voicemail, email or other alarms are awaiting a response from you, tap on “OK.”
7. HotSync configuration: Make sure you have the right cradle/cable, and your HotSync software is correctly configured.