Troubleshooting

The following sections provide troubleshooting topics and suggestions to help resolve issues you may encounter.

If additional assistance is needed, contact HID Technical Support.

Enabling Logging for the Applications

You can generate log files for the applications to help identify any issues.

If necessary, you can send these files to HID Technical Support for assistance.

FIDO Provisioning Application

The application logs can be generated to capture information including the:

• Errors

• Operational information:

  • Reader name and/or type

  • Printer name

  • Card name and/or type

To enable logging:

1. Go to the C:\ProgramData\HID Global\FIDO Provisioning folder and open the NlogCustomer.config file with a text editor such as Notepad.

   Note: If present, you can delete the NlogUser.config file as it is no longer required.

2. Locate the following lines to set the logging level:

   Copy

   Logging level

   <logger name="*.CTAPBrokerServer" final="true" minlevel="Debug" writeTo="fidoprov,logconsole,debugger" />
   <logger name="*.CrescendoWrapper" final="true" minlevel="Debug" writeTo="fidoprov,logconsole,debugger" />
   <logger name="*" minlevel="Debug" writeTo="fidogui,logconsole,debugger" />

   Where:

   • ".CTAPBrokerServer" logs the Windows Service operations

   • ".CrescendoWrapper" logs the Crescendo SDK operations

   • "*" logs the client application operations

   The possible values are:

   • Info - operational progress and events

   • Debug - detailed information to diagnose problems

   • Error - service and application errors

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   For example, to set the level to Error for the Windows Service and Crescendo SDK operations, and Debug for the application operations:

   <logger name="*.CTAPBrokerServer" final="true" minlevel="Error" writeTo="fidoprov,logconsole,debugger" />
   <logger name="*.CrescendoWrapper" final="true" minlevel="Error" writeTo="fidoprov,logconsole,debugger" />
   <logger name="*" minlevel="Debug" writeTo="fidogui,logconsole,debugger" />

   Important: Do not modify any other content or location of the log configuration files.

3. Save and close the file.

4. Run the application to generate the log file.

   

   Note: The troubleshooting notification is only displayed when the Debug mode is activated for the client application logger. It is not displayed for the Windows Service or Crescendo SDK loggers.

   The following log files will be created in the C:\ProgramData\HID Global\FIDO Provisioning folder:

   • fidoprov.log contains the information for the Windows Service and Crescendo SDK operations

   • fidogui-<USERNAME>.log - contains the information for the client application operations where <USERNAME> is the user currently logged on to the workstation

     A user-specific log file is generated for each user who logs on to the workstation and runs the application.

5. Click OPEN LOG FOLDER to access the log file.

6. Click TURN OFF to disable logging.

Device Unlock Application

The application logs can be generated to capture information including the:

• Errors

• Operational information:

  • Reader name and/or type

  • Device name and/or type

To enable logging:

1. Go to the C:\ProgramData\HID Global\Unlock Device folder and open the NlogUser.config file with a text editor such as Notepad.

2. Locate the following line to set the logging level:

   Copy

   Logging level

   <logger name="*" minlevel="Error" writeTo="logfile,logconsole,debugger" />

   The possible values are:

   • Info - operational progress and events

   • Debug - detailed information to diagnose problems

   • Error - application errors

   For example, to set the level to Debug:

   Copy

   Set logging level to Debug

   <logger name="*" minlevel="Debug" writeTo="logfile,logconsole,debugger" />

   Important: Do not modify any other content or location of the log configuration file.

3. Save and close the file.

4. Run the application to generate the log file.

   

   Note: The troubleshooting notification is only displayed when the Debug mode is activated.

   The log file, unlock.log, will be created in the C:\ProgramData\HID Global\Unlock Device folder.

5. Click OPEN LOG FOLDER to access the log file.

6. Click TURN OFF to disable logging.

Frequently Asked Questions

Resolving Issues

The following sections provide details of errors you might encounter and propose possible solutions.

Configuration Issues

Error	Description	Solution
There are still provisioning requests associated with this configuration	You cannot delete a directory configuration if there are still pending or in progress provisioning requests	Delete the associated provisioning requests
Connection Failed	The connection to your directory instance failed	Verify the configuration and try again

Provisioning Issues

Error	Description	Solution
Operation not supported	You cannot launch the FIDO Provisioning application outside of the Customer Central interface	Log on to Customer Central and create or provision a request The application will launch automatically
Long application loading times	The FIDO Provisioning application takes longer to launch than expected following installation	On first launch, the application might require several seconds to complete the initial setup Wait for the process to complete
Cannot install an earlier version of the application	An error message is displayed when attempting to install an earlier version of the FIDO Provisioning application on a workstation where a more recent version is already installed	Downgrading is not supported through the setup or the command line To install an earlier version, uninstall the currently installed version and then run the setup for the required version again
Service Connection Failed	The connection to the FIDO Provisioning Service failed	The service might be in use by another user session on the workstation Close the FIDO Provisioning application in the other session and try again
Provisioning Failed	The device could not be provisioned due to an error (for example, the device was removed during provisioning or there is an issue with the card)	Please retry or contact HID Technical Support
Device is already provisioned	The application has detected that the device is already provisioned (contains FIDO credentials)	Click on one of the following options: NEXT USER - proceed to the next user in the provisioning request TRY NEW DEVICE - select another device to provision to the currently selected user RESET AND PROVISION - reset the device and provision it to the currently selected user Important: Before resetting the device, confirm that any stored credentials are no longer needed, as they will be permanently deleted.
RESET AND PROVISION button is unavailable	This might be due to a connection timeout	Remove the device from the reader and then re-insert or tap again

Device Unlock Issues

Error	Description	Solution
Device not locked	The application has detected that the device is not locked	The Device Unlock service is only supported for locked devices

Printer Issues

Error	Description	Solution
Connected printer is not detected	The FIDO Provisioning application does not detect the connected printer	You must have administrator rights on the workstation connected to the printer. If you are not an administrator, assign the Manage this printer permission to your user account (or the Everyone group for all users) in the Security tab of the Printer Properties

Error Messages

Error	Description	Solution
Printer status error.	The printer is not in the correct state in order to continue the provisioning	Please check the printer configuration and connections
Empty hopper.	There are no more cards in the printer's hopper	Please refill the hopper with blank cards to continue the provisioning
Printer jammed.	A card is jammed in the printer	Please clear the jam and set the printer back to ready state before starting another batch
Printer not available.	The application cannot detect the printer	Please check the printer connection and ensure it is powered on
No card detected.	The application cannot detect the cards	Please ensure that the cards have the right orientation and your encoders drivers are up to date before starting the provisioning
Unable to select encoder.	The application could not select the requested printer encoder	The encoder selection failed, please retry the Provisioning Request from Customer Central
Operation timeout.	The provisioning operation timed out (for example, the timeout is 20 seconds when docking the card and 5 seconds when ejecting it)	Please retry the Provisioning Request from Customer Central
Card not supported.	Unable to communicate with the card	Please ensure you are using a supported card model
Unknown print error.	An unknown printer error occurred	Please retry or contact HID Technical Support
Internet offline.	The printer cannot connect to the internet	Please fix your internet connection and retry the Provisioning Request from Customer Central
Provisioning error.	There was a problem processing the provisioning request (HTTP ERROR: XXX)	Please retry or contact HID Technical Support if the issue persists
Session Expired.	The Customer Central session has expired	Please retry the Provisioning Request from Customer Central
Internal Server error.	An unknown error occurred on the server side	Please retry or contact HID Technical Support if the issue persists
Unknown network error.	An unknown network error occurred	Please retry or contact HID Technical Support if the issue persists

Status Messages

Status	Description	Solution
Printer activity is unknown, usually indicating that communication could not be made with the printer.	This error usually means the printer is unreachable.	Check printer connection or power cycle the device
Could not translate code from printer into a known CurrentActivity.	This error usually means the application could not process the data received from the printer	Check printer connection or power cycle the device. Contact HID Technical Support if the issue persists