Troubleshooting

CMS Web Browser Extension and Client Issues

• If the ActivID CMS Web Browser extension is not detected, you are prompted to install it:

  

  Note: The dialog box may vary depending on the action you were attempting to perform when the check was made; however, the message remains the same.

• If the HID CMS Client is not installed, or the version installed is outdated, you are prompted to install it:

  

  Note: The dialog boxes may vary depending on the action you were attempting to perform when the check was made; however, the message remains the same.

Device Issuance Failure

• If the issuance fails, a dialog box appears:

  

  • Clicking on Show Details displays information concerning the error encountered:

  

  Note: You can click to copy the error information.

  • Clicking Retry starts the issuance again using the same device with the same policy. Do not remove the device from the reader.

  • Clicking Cancel closes the Add Device dialog and stops the issuance.

    Note: After a failed issuance, even if you choose neither Retry nor Cancel (for example, you close the dialog box or browser, or log out), the device can still be recycled.