Common Issues with Automatic Check-In in Secure

While using the automatic check in and out features can save a lot of time, if the features are not working correctly it can cause problems. To avoid that, there are a few things that you can do when setting up automatic check in options to avoid these common errors.

Common Issues with Automatic Check-In

Barcode Issues

When using a barcode to automatically check in visitors, two main components can be at fault if it won’t correctly pull up the information:

• Automatic barcode functionality is disabled
• Barcode is not registered correctly

If the barcode is not scanning into the search field, or not doing anything at all, it is quite possible that the barcode automatic scan feature has been disabled.

1. To check this, go to the configuration tab.
2. Click on Advanced Options.
3. On the general tab, down towards the bottom of the page are the automatic search options. Make sure that both barcode search automatic check in and barcode search automatic check out are both checked.
4. Once both of those are checked click okay, and then test again. The barcode scanner should beep and pull up the correct visitor. If it doesn’t, it might be an issue with the particular visitor record as well.

The next most common issue is that the barcode on the card is not correctly registered to the visitor. To check this, pull up the visitor record.

1. Each visitor record will have a field for barcode. If this value is blank, or does not match the barcode, that would be why the barcode is not scanning correctly.
2. To correct this, with the visitor record selected, go to the Home tab.
3. Then click the Assign Barcode button.
4. Then, you can simply scan the barcode from the visitor badge to set it in the system.

Once this is done, that visitor will now be scannable into the system. However, it may be worth inspecting your other visitor records to ensure that the barcode value is set correctly moving forward.

ID Scan Issues

Three main components can be at fault if you cannot correctly pull up a visitor record by scanning their government issued ID:

• Automatic ID Scan functionality can be disabled
• ID was not scanned previously
• ID has changed, or has been damaged

To fix those issues, follow these steps.

1. If the ID is not scanning automatically, most likely the automatic scanning feature has been disabled. To enable it again, go to the Configuration tab.
2. Click on Advanced Options.
3. Once in the Advanced Options menu, on the General tab at the bottom under Automatic Search Options make sure that both ID Scan Automatic Check In and Check Out are both checked.
4. Next, make sure that the ID has been previously scanned. If the information was entered into the system manually rather than scanned in, AlphaCard Visitor Pass may not recognize it as the same information. If you want to scan the ID into the system, we recommend deleting or purging the existing record and creating a new visitor record. Scan the ID to enter the visitor back into the system. It is recommended you save any reports related to the visitor record before you purge the information from the system.
5. Lastly, if the information is not scanning off of the ID, physically inspect the ID. If the ID is scuffed, dirty or otherwise compromised in any way, AlphaCard Visitor Pass may be unable to find the record. If that is the case, the visitor may have to be checked in manually in the future. They may also have to get their ID reissued if the damage is too severe.

If you continue to experience problems, or have questions about your AlphaCard Visitor Pass software, please contact AlphaCard technical support.