Thales DIS USA PR01523 ation Scanner User Manual
Gemalto Inc. Documentation Scanner Users Manual
Contents
Users Manual
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| Document ID | 4105134 |
| Application ID | qeno+/5FUkqN410dwXEXYw== |
| Document Description | Users Manual |
| Short Term Confidential | No |
| Permanent Confidential | No |
| Supercede | No |
| Document Type | User Manual |
| Display Format | Adobe Acrobat PDF - pdf |
| Filesize | 177.93kB (2224164 bits) |
| Date Submitted | 2018-12-13 00:00:00 |
| Date Available | 2018-12-21 00:00:00 |
| Creation Date | 2018-11-26 15:44:24 |
| Producing Software | Microsoft® Word 2013 |
| Document Lastmod | 2018-11-26 15:44:24 |
| Document Title | Users Manual |
| Document Creator | Microsoft® Word 2013 |
Gemalto Document Reader AT10Ki User Guide Document: DT-019XX Version: DRAFT 1 Date: August 2018 Intelligent Document Reader AT10Ki User Guide Introduction Important Notices By using the Gemalto Intelligent Document Reader AT10Ki product range (the “Product”), you (the “User”), agree to be bound by the following terms and conditions. Because use of the Product varies widely and is beyond the control of Gemalto the user is responsible for determining whether the Gemalto Product is fit for a particular purpose and suitable for user’s application. Warranties, remedies and limitations may vary by product and jurisdiction. Gemalto offers a range of security products to protect against article and/or document identity counterfeit, alteration, diversion, duplication, simulation and substitution. However no security products can guarantee absolute protection against attempts to successfully accomplish these illegal activities. Technical Information: The technical information, recommendations and other statements contained in this document are based upon tests or experience that Gemalto believes are reliable, but the accuracy or completeness of such information is not guaranteed. Warranty, Limited Remedy and Limited Liability: THE FOLLOWING IS MADE IN LIEU OF ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Gemalto warrants that its Product will meet Gemalto’s written specifications at the time of shipment. Gemalto’s obligation and your exclusive remedy shall be, at Gemalto’s option, to replace or repair the Gemalto Product or refund the purchase price of the Gemalto Product. IN NO EVENT WILL GEMALTO BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES INCLUDING, BUT NOT LIMITED TO LOSS OF PROFITS, IN ANY WAY RELATED TO THE PRODUCTS REGARDLESS OF THE LEGAL THEORY ASSERTED © Gemalto 2018. All rights reserved. Microsoft, Windows, Windows Vista, Visual C++, Visual C# and Visual Basic are registered trademarks of Microsoft Corporation in the United States and other countries. Java is a registered trademark of Oracle and/or its affiliates. Pentium and Intel are trademarks of Intel Corporation in the U.S. and/or other countries. Data Matrix is a trademark of Robotic Vision Systems, Inc. (RVSI). Ubuntu is a registered trademark of Canonical Ltd. Linux is a registered trademark of Linus Torvalds. Android is a trademark of Google LLC. Kensington is a registered trademark of ACCO Brands. QR Code is a registered trademark of DENSO WAVE INCORPORATED. MIFARE is a trademark of NXP Semiconductors. macOS, iPhone & iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Corning Gorilla Glass is a trademark of Corning Incorporated. IEEE and 802 are registered trademarks owned by the Institute of Electrical and Electronics Engineers, Inc. Arm and Cortex are registered trademarks of Arm Limited (or its subsidiaries) in the US and/or elsewhere. The Bluetooth® word mark is a registered trademark owned by the Bluetooth SIG, Inc. and any use of such marks by Gemalto is under license. No part of this publication may be reproduced, transcribed, stored in a retrieval system or transmitted in any form whatsoever, without the prior written consent of Gemalto. Gemalto reserves the right to make changes to its Products at any time and without notice. Office Locations The Americas Europe, Middle East and Africa 1545 Carling Avenue, Suite 700 Ottawa, Ontario Canada K1Z 8P9 6 rue de la Verrerie CS 20001 92197 Meudon France Telephone: +1 800 581 2631 technical.service@gemalto.com Asia, Pacific and Australia 12 Ayer Rajah Crescent 139941 Singapore Singapore Telephone: Page 2 of 41 +65 6317 3333 Telephone: +33 1 55 01 50 00 Intelligent Document Reader AT10Ki User Guide Introduction Preface This user guide describes the features and functions of the Gemalto Intelligent Document Reader AT10Ki (PV75-XX-XX-XX). Revision History Version Date Description August 2018 DRAFT Electromagnetic Compatibility (EMC) The Products are designed to be immune to levels of interference generated within an office environment and not to interfere with other equipment. In order to provide this level of compatibility the Product, its cabling and Power Supply Unit (PSU) or its installations, must not be modified in any way. Modifications or changes to the Product, the interface cables or the power supply not expressly approved by the manufacturer could void the User's authority to operate the Product and/or break local laws or regulations. In some situations AC line transients or Electrostatic Discharge may cause a loss of communication between the document reader and the host application. If this occurs, it may be necessary to restart the host application, or unplug and reconnect the USB cable, or power cycle the document reader in order to restore operation. For further regulatory information or copies of certificates contact your local Gemalto representative or direct your questions to technical.service@gemalto.com EMC Compliance Europe The Product meets the following European Council Directives: Scanner: EMC (2014/30/EU), RFID Option Radio Equipment RED (2014/53/EU) PSU: EMC (2014/30/EU), LVD (2014/35/EU) FCC/Canada Radio Frequency Rules and Regulations This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the Federal Communication Commission (FCC) Rules. These limits are designed to provide a reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his/her own expense. Page 3 of 41 Intelligent Document Reader AT10Ki User Guide Introduction NO MODIFICATIONS. Modifications to this device shall not be made without the written consent of Gemalto. Unauthorized modifications may void the authority granted under FCC Rules permitting the operation of this device. Product Labelling PART NUMBER: XSPV71-02-00-00-01 MODEL NAME: PV71-02-00-00-01 PRODUCT FAMILY: AT10K SERIAL NUMBER: 71AXXXXXXXX REV: X CONTAINS FCC ID: VX811-04XX CONTAINS/CONTIENT IC: 10531A-LM811 ETHERNET: WI-FI: MADE IN CHINA AW-00329 A R-R -XXXX-XXXXXX AW -0 03 28 FCC ID: 2AQL3PR01523 IC: 22832-PR01523 FCC Labelling This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) This device may not cause harmful interference, and (2) This device must accept any interference received, including interference that may cause undesired operation. FCC ID: 2AQLPR01523 Canada Labelling This device contains licence-exempt transmitter(s)/receiver(s) that comply with Innovation, Science and Economic Development Canada’s licence-exempt RSS(s). Operation is subject to the following two conditions: (1) This device may not cause interference. (2) This device must accept any interference, including interference that may cause undesired operation of the device. L’émetteur/récepteur exempt de licence contenu dans le présent appareil est conforme aux CNR d’Innovation, Sciences et Développement économique Canada applicables aux appareils radio exempts de licence. L’exploitation est autorisée aux deux conditions suivantes : 1) L’appareil ne doit pas produire de brouillage; Page 4 of 41 Intelligent Document Reader AT10Ki User Guide Introduction 2) L’appareil doit accepter tout brouillage radioélectrique subi, même si le brouillage est susceptible d’en compromettre le fonctionnement. Canadian ID: 22832-PR01523 Taiwanese Regulatory Notices o 第十二條 經型式認證合格之低功率射頻電機，非經許可，公司、商號或使用者 均不得擅自變更頻率、加大功率或變更原設計之特性及功能。 第十四條 低功率射頻電機之使用不得影響飛航安全及干擾合法通信；經發現有干擾現象時，應 立即停用，並改善至無干擾時方得繼續使用。 Article 12 Any company or users using NCC Type Approved products cannot modify the frequency, increase the power, or change the function from its originally intended use without approval. Article 14 The use of low power RF equipment cannot interfere with flight safely or any other legal RF communication channels. If any interference is found the use of the product needs to be stopped immediately until the interference is fixed Disposal - European Directive 2011/65/EU Do not dispose of this equipment in domestic or general waste. These devices can be recycled and should be disposed of in accordance with your local and national regulations. Do not send equipment back to Gemalto unsolicited. Packing for Transportation When packing this product for repair or shipment, carefully disconnect the cables and power supply and pack in the original inner and outer packaging cartons. Page 5 of 41 Intelligent Document Reader AT10Ki User Guide Introduction Important Safety Information This manual contains important information regarding the operation of the Gemalto Intelligent Document Reader AT10Ki. For the safe and reliable operation of the readers, all users must ensure that they are familiar with and fully understand all instructions contained herein. Indicates a hazardous situation which, if not avoided, could result in death or serious injury. Indicates a hazardous situation which, if not avoided, could result in injury or equipment damage. Indicates a situation which, if not avoided, could result in equipment damage. Note: Provides additional important information. To reduce the risk associated with hazardous voltage which, if not avoided, could result in death or serious injury: Do not use the reader with any AC power supply other than the provided Gemalto AC power supply. Do not use AC power supply and/or power cord if it is damaged. Do not open the reader and/or power supply. Reader is to be serviced by trained personnel only. No user serviceable parts or adjustments inside. Do not modify or attempt to modify the reader and/or AC power supply. Use only in an indoor dry location. Do not use the product in an outdoor and/or wet environment. To reduce the risks associated with environmental contamination which, if not avoided, could result in minor or moderate injury: Page 6 of 41 Dispose of electronic waste in accordance with all applicable regulations. Only an authorized, trained technician should perform change the glass. Failure to correctly follow the instructions could result in injury or cause damage to the equipment. Readers with broken glass should be sent to a repair centre for cleaning and safe disposal of the broken glass pieces. Modifications or changes to the Product, the interface cables or the power supply not expressly approved by the manufacturer could void the User's authority to operate the Product and/or break local laws or regulations. Intelligent Document Reader AT10Ki User Guide Page 7 of 41 Introduction Use a safe cloth that will not damage glass, such as the provided Microfiber Cleaning Cloth. To reorder cleaning cloths, contact Global Technical Services (GTS). Do not use abrasive cleaners or solvents. These may scratch the glass or damage the oleophobic coating. In some situations AC line transients or Electrostatic Discharge may cause a loss of communication between the document reader and the host application. If this occurs, it may be necessary to restart the host application, or unplug and reconnect the USB cable, or power cycle the document reader in order to restore operation. Intelligent Document Reader AT10Ki User Guide Introduction Table of Contents Electromagnetic Compatibility (EMC) .................................................................................................................................. 3 FCC/Canada Radio Frequency Rules and Regulations ...................................................................................................... 3 Taiwanese Regulatory Notices............................................................................................................................................ 5 Disposal - European Directive 2011/65/EU ......................................................................................................................... 5 Packing for Transportation .................................................................................................................................................. 5 1. Introduction ....................................................................................................................................................................... 9 Supported documents and formats ................................................................................................................................... 10 Operational modes ............................................................................................................................................................ 10 Connectivity ....................................................................................................................................................................... 10 Imaging features................................................................................................................................................................ 11 Physical design features ................................................................................................................................................... 12 Common applications ........................................................................................................................................................ 12 Document security features............................................................................................................................................... 13 True-colour/Anti-glare Technologies ................................................................................................................................. 13 Reader components .......................................................................................................................................................... 15 Status Indicator LEDs........................................................................................................................................................ 16 2. Installing the Reader (Legacy USB) ............................................................................................................................... 20 Before you begin ............................................................................................................................................................... 20 Unpack the Reader ........................................................................................................................................................... 20 Install the software ............................................................................................................................................................ 21 Connect the reader cables ................................................................................................................................................ 21 Test the reader installation ................................................................................................................................................ 22 3. Installing the Reader (Networked mode) ....................................................................................................................... 24 Before you begin ............................................................................................................................................................... 24 Unpack the Reader ........................................................................................................................................................... 24 Install the software ............................................................................................................................................................ 25 Connect the reader cables ................................................................................................................................................ 25 Test the reader installation ................................................................................................................................................ 26 4. Reading Documents........................................................................................................................................................ 29 5. Networked mode operation ............................................................................................................................................ 31 Provisioning process ......................................................................................................................................................... 31 Software updates .............................................................................................................................................................. 31 Managing an estate of readers.......................................................................................................................................... 32 Device security summary .................................................................................................................................................. 32 6. Maintenance .................................................................................................................................................................... 33 Cleaning the reader ........................................................................................................................................................... 33 Replacing the document glass .......................................................................................................................................... 33 7. Specifications .................................................................................................................................................................. 36 8. Troubleshooting .............................................................................................................................................................. 38 9. Customer Service ............................................................................................................................................................ 40 Returning the reader for maintenance............................................................................................................................... 41 Page 8 of 41 Intelligent Document Reader AT10Ki User Guide 1. Introduction Introduction The Gemalto Intelligent Document Reader AT10Ki is the result of over 20 years’ experience in designing travel document readers for the most demanding customers and environments. With built-in highperformance processing and networking the AT10Ki inspects, authenticates or captures data from electronic travel and identity documents quickly and reliably in cloud and virtual computing environments. The Intelligent “I” series readers include an embedded Arm ® processor running Linux® meaning that for networked mode all the document processing is carried out on the reader. Ready for the cloud the AT10Ki uses web style encrypted JSON messaging to simplify app development, deployment and maintenance. For the customer this means: The AT10Ki can connect to any mobile device, phone or tablet The reader can be used in pool mode connecting to multiple devices A single computer can connect to multiple readers Flexible install options Lower development and life time IT costs Onboard direct connections to software as a Service (SaaS) back-ends The AT10Ki provide a complete integrated system including reader, on-board application, OS, device management, network protocols and security. There are flexible installation options using WiFi, Ethernet (with Power Over Ethernet) and USB3 which enable mobile and fixed point workstations. With its compact size yet high quality optics it can image travel documents using three light sources and has a Radio Frequency IDentification (RFID) interface for reading eDocuments in one action. The AT10Ki can automatically capture the machine readable zone (MRZ) data, images and chip data from a variety of personal identification documents, including ePassports, passports, visa and other travel documents as well as decoding barcodes from documents such as boarding passes. The reader’s small footprint and its ability to image challenging documents in brightly lit conditions with minimal CPU loading on the host PC makes it ideal for use by immigration control, airlines, banks, hotels, and casinos. The readers have no motorized moving parts to ensure maximum reliability. The design of the AT10Ki is based on detailed and exhaustive analysis of field experience and numerous deployed projects. With a new “landing lights” LED feedback arrangement and document hold down clip it naturally encourages the correct placement and use of the reader, regardless if the user is left or right handed, maximising first time read rate for faster customer processing. Gemalto has created a new stylish look that will fit into the décor of the most upmarket customer facing service desks. Gemalto Intelligent Document Reader AT10Ki with and without hood Page 9 of 41 Intelligent Document Reader AT10Ki User Guide Introduction Supported documents and formats The Gemalto Intelligent Document Reader AT10Ki reads a wide-range of documents and formats: Supported documents include passports, visas, ID cards and all other ICAO-standard travel documents, as well as many non-ICAO variations Optional Integrated ePassport (RFID chip) reader so kiosk can read the Machine Readable Zone (MRZ) and smartcard chip in one operation. Contactless IC reading for ePassports (LDS 1.7 & 1.8) including basic access control (BAC), passive/active authentication (PA/AA), Chip Authentication (CA), Terminal Authentication (TA), extended access control (EAC v1/v2), supplementary access control (SAC) and PACE-CAM are supported. The SDK provides writing capability using APDUs Contactless IC reading for eDL & iDL (electronic driving licenses) up to DG14 including basic access control (BAP v1), Password Authenticated Connection Establishment (PACE), passive/active authentication (PA/AA), Chip Authentication (CA), Terminal Authentication (TA), supplementary access control (SAC) and extended access control (EAC v1) are supported Reads 1D and 2D barcodes (PDF417, Aztec, QR® codes and Data MatrixTM), SDK includes an AAMVA decoder Reads home print and mobile (cell) phone boarding passes (BCBP) and 1D/2D barcodes. Data capture from HRZ and non-ICAO documents (optional software package) Enhanced document detection and authentication software (optional software package) Operational modes The Intelligent AT10Ki family has 3 modes of operation: Web-UI: Web pages are displayed by the reader when you log into it from a browser, just like a printer or router interface. Designed for device management, provisioning, configuration and reader testing with simple document reading Web-API: The normal mode of operation via the network and provides connections to mobile devices, phones, tablets running most operating systems. The Gemalto Messaging SDK is a thin shim used on the local device for Windows, Mac, iOS, Linux, Android. High level data and control methods are provided, similar to Gemalto Document Reader SDK. There is a reader discovery method that presents a list of available devices with localisation parameters Legacy USB: Compatible with current Gemalto USB connected document readers and the applications written for them. Note that this mode cannot be used at the same time as one of the Web interfaces. Legacy USB mode is enabled by having a USB cable connected When talking about networked operation it could mean use of either the Web-UI or Web-API interfaces running over WiFi or Ethernet. When switching between Legacy USB mode and networked mode and vice-versa it is best practice to reboot the reader. Connectivity The following connectivity is available on the Gemalto Intelligent Document Reader AT10Ki: Page 10 of 41 USB 3.1 with Type C connector allowing the reader to be fully powered from USB when running in Legacy USB mode. The reader can also be connected to a USB 2.0 port. Intelligent Document Reader AT10Ki User Guide 1000 Mbps Ethernet to IEEE® 802®.3 with Power over Ethernet (POE) which can be used to power the reader when in networked mode WiFi IEEE 802.11b/g/n standards up to 150Mbps with WPA/WPA2/WEP Bluetooth® v4.0 (classic/Low Energy) for local device management, by default this interface is turned off as a security measure. Two USB2.0 hub ports into the upstream USB3 for attaching additional biometric devices like a webcam or fingerprint reader (requires POE, USB3 @ 1.5A or external PSU). These can also be switched to the Arm in networked mode Two USB2.0 ports into the onboard Arm processor for attaching additional biometric devices like a webcam or fingerprint reader (requires POE, USB3 @ 1.5A or external PSU) Typical AT10Ki network map Imaging features The Gemalto Intelligent Document Reader AT10Ki family has many imaging features: Page 11 of 41 Introduction Intelligent Document Reader AT10Ki User Guide Introduction True-colour and anti-glare technologies deliver accurate, colour calibrated images while minimizing interference from document laminate reflections, optically-variable security features or ambient light Multiple light sources for image capture and authentication – visible (RGB), infra-red (B900 band IR), ultra-violet (UV-A 365nm) Captures full-colour or grey-scale images at 700 DPI Flexible software interface (Gemalto Document Reader SDK) allows host application to select which illumination sources to use, image type, image compression, ePassport LDS data and validation, photo extraction, etc. Physical design features The Gemalto Intelligent Document Reader AT10Ki family has the following physical design features: A progress bar with Tick / Cross indicators make reading a document intuitive, helping to direct the user during a read and visually show the result of the read. Unique document spine hold down clip, holds down new books and works on multiple, stapled books. “No clip” document hood may be removed if desired. The reader is capable of hoodless operation in most brightly-lit indoor environments. Simple, intuitive and quick operation that accepts documents in any orientation Small footprint, no motorised parts, robust construction. Supports left or right, single-handed and gloved operation. Common applications Typical uses of the Gemalto Intelligent Document Reader AT10Ki include: Page 12 of 41 Border control eDocument data capture ePassport and other travel document reading and document verification/authentication Airline check-in and bag-drop Boarding checks including reading boarding passes including from cellphones and home-print Electronic manifests with traveler photo images for API data collection by airlines, cruise lines and ferries Hotel check-in and reporting and to meet governement regulation ID checks for residency, right to work, employee on-boarding, right to rent and money laundering regulations in banks, real estate agents, recruitment consultants, etc Car rental ID checks on driving licences (requires additional software module for non-AAMVA barcoded documents) Scanning full-colour or grey-scale images of travel documents Travel document quality assurance during document issuance Intelligent Document Reader AT10Ki User Guide Introduction Document security features The Gemalto Intelligent Document Reader AT10Ki can help authentication software detect forged or counterfeit documents. Using Infra-Red light reveals security patterns and features such as Anti-Stokes inks and can highlight some MRZ substitutions. Reading the UV features printed in fluorescent inks on a document provides identity verification software with colour images of covert document security features. The following images show the different light sources supported by the document reader. Visible Image Infrared Image Ultraviolet Image The AT10Ki family can be used with Gemalto IDV document authentication engine and library as well as many other leading authentication providers. True-colour/Anti-glare Technologies Anti-glare technology, ambient light compensation and true colour imaging ensure that the Gemalto Intelligent Document Reader AT10Ki will deliver superior, accurate images of challenging documents in demanding conditions, including those with holographic laminates. Studies have shown that reproducible colours and contrast are important for document authentication and Gemalto Document Readers are both flat field corrected and have colour calibration. Ambient light removal enables the capture of high quality images, including UV, without a hood. Page 13 of 41 Intelligent Document Reader AT10Ki User Guide Without Anti-Glare Technology Overhead Ambient Lighting Page 14 of 41 Introduction With Anti-Glare Technology Ambient Light Removed Intelligent Document Reader AT10Ki User Guide Reader components 2. Reader components The Gemalto Intelligent Document Reader AT10Ki is a small desktop device with: A document window/platern for placement of documents to be read LEDs to indicate document reading status A back panel containing communication, USB hub, and power connection ports Removable document hood and adjustable clip to allow for scanning of oversized documents Optional 5 volt power supply Attachment points for mounting the reader to a table or swing arm, etc Depending on your model, various configurations or components may be available. Document window The document window is a glass surface measuring 130 x 90 mm located on top of the reader. Users place documents on the document window, imaging side down, and slide them to the back of the document window to scan them. The document window is slightly larger than ICAO 9303 requirements to accommodate oversized documents. The reader has document aligmnent guides on the left and rear and the user is advised to push the document squarely into the far left corner for the most consistent reading results. Alternative alignment guide formats, including without guides, are available on request. Keep this surface clean to ensure optimum operation of the reader. See “Cleaning the reader” on page 33. Document hood The Gemalto Intelligent Document Reader AT10Ki features a semi-enclosed hood that minimizes ambient light to ensure high-quality scans, especially in ultra-violet. The hood can easily be removed if the user needs to scan an extra thick document, or if the user finds it more convenient to use the reader this way. The hood can be simply lifted off and slots back into place. Page 15 of 41 Intelligent Document Reader AT10Ki User Guide Reader components The Gemalto AT10Ki can compensate for ambient light in most bright office environments and will work without the hood attached. Note that the hood can be fixed by using the glass mounting holes contact Gemalto support for more information. Status Indicator LEDs The status LEDs are designed to make the reading process more intuitive both for untrained or infrequent users and regular users. The LEDs indicate the reader’s status and the progress of the read until the point when the document can be removed from the reader. These LED sequences have been designed to help users place documents correctly. During a read the following states can be seen: LED Colour Status Description Yellow – landing lights Ready Reader is ready to scan a document. Yellow – progress bar Busy Reader is scanning a document and processing the data. Green tick Successful read A known document type was presented and processing was successful. Red cross Some data failed to read Document is of an unknown type or did not process properly. The LEDs are also used to indicate self-test states during power up as follows: LED Colour Description All LEDs off Hardware failure, return to service centre if fault persists. Red cross flashing Self-test failure, error can be determined from flash sequence, return to service centre if fault persists. Red cross on Self-test failure, return to service centre if fault persists. 2 Yellow LEDs blinking Device preparing for operation. Page 16 of 41 Intelligent Document Reader AT10Ki User Guide Reader components Red cross slow flash Power up sequence failed to finish, return to service centre if fault persists. Green tick flashing USB cable is not connected and optional power supply is in use. Yellow – landing lights Reader has powered up correctly, is connected to the host application and is ready to scan a document. Back panel The back panel features the USB 3.1 host communication port, Ethernet, 4 USB ports for peripherals, a power supply connector, HDMI port (future enhnacement) and a power switch. The Kensington® Security Slot can be used to tether the reader to the workspace. USB Ports Communication to and from the host PC in Legacy USB mode is via USB 3.1. The USB host interface is a Type C connector which has the beenfit of being able to supply more power and is reversable. A built-in USB hub and two auxilliary USB 2.0 Type A connectors allow you to connect USB peripherals such as a mouse, keyboard, printer, etc to the upstream USB3 connection. The two USB peripheral connectors are capable of supplying +5V DC (500mA) to the peripherals if an appropriate power source is used, see the Alternative Power Sources section below for details. When in networked mode these USB ports can connect to the onboard Arm processor. There are 2 additional USB2.0 ports which are connected to the onboard Arm processor for use in networked mode. Ethernet Port An RJ45 recepticle is provided for Ethernet connection, for best results use a CAT 6 cable capable of 1000Mbs operation.. HDMI Port A micro-HDMI port is avaiable for local screen output, this is by request to Gemalto. Page 17 of 41 Intelligent Document Reader AT10Ki User Guide Reader components Power Supply A power supply is included with each Gemalto Intelligent Document Reader AT10Ki which is CB scheme Listed LPS and capable of providing +5V DC at 3A. Gemalto recommends the use of the supplied power supply for best performance and compliance to regulations. To reduce the risk associated with hazardous voltage which, if not avoided, could result in death or serious injury: Do not use the reader with any AC power supply other than the provided Gemalto AC power supply. Do not use AC power supply and/or power cord if damaged. Do not open the reader and/or power supply. Reader is to be serviced by trained personnel only. No user serviceable parts or adjustments inside. Do not modify or attempt to modify the reader and/or AC power supply. Use only in an indoor dry location. Do not use the product in an outdoor and/or wet environment. Modifications or changes to the Product, the interface cables or the power supply not expressly approved by the manufacturer could void the User's authority to operate the Product and/or break local laws or regulations. Alternative Power Options The Gemalto Intelligent Document Reader AT10Ki can be powered from either a USB port or from a Power Over Ethernet network connection. Each of these has different capabilities summed in the table below: Operational mode Legacy USB Auxiliary OS ports powered? No Windows USB2 500mA No Legacy USB Yes Windows Yes Yes Yes No Yes Legacy USB with ARM running Either Windows No No Yes No Yes Legacy USB No Mac/Linux No No Yes No Yes Legacy USB Yes Mac/Linux No Yes Yes No Yes Legacy USB with ARM running Either Mac/Linux No No Yes No Yes Ethernet Either Any No No No Yes Yes WiFi and Bluetooth Either Any No No No Yes Yes Page 18 of 41 Can power source be used? USB3 USB3 POE PSU 900mA 1.5A No Yes No Yes Intelligent Document Reader AT10Ki User Guide Reader components When operating on USB 2.0 power (500mA) or USB 3.0 at 900mA, due to the limited power available over the USB interface: the reader's speed will be slightly slower than when powered from the external PSU or USB 3 the back panel USB peripheral ports will not be available Linux and macOS operating systems is not supported Power Switch The power switch is a latching rocker type. Pushing the power switch to the On position allows the reader power to be locked On for Kiosk applications. Page 19 of 41 Intelligent Document Reader AT10Ki User Guide 3. Installing the Reader (Legacy USB) Installing the Reader (Legacy USB) This chapter explains how to install the Gemalto Intelligent Document Reader AT10Ki software and connect the reader to the PC using the legacy USB interface. Before you begin Before you install the reader, you need to meet the following requirements: A PC with an USB 3.1 or 2.0 port (the reader will not work if connected to a USB 1.1 port) A PC running 32 or 64 bit versions of Microsoft® Windows® XP SP3, Windows Vista®, Windows® 7, Windows® 8.1 or Windows® 10, Linux® builds for Ubuntu and CentOS, 32 bit only. Additionally macOS is supported (contact Gemalto for more details). Administrative rights to install the software. If you are installing multiple readers with the RFID option, ensure a minimum of 25 cm (10 inches) between readers to prevent potential interference. Unpack the Reader Each reader package consists of: Gemalto OEM Document Reader AT10Ki Power supply unit (PSU) and AC cable Test card USB communication cable (Type C, USB3) Micro fibre cloth Software download instructions To unpack the reader: 1. Remove the contents from the box and separate the components from the packing material. 2. Verify that all the parts described have been received. If any parts are missing, contact Gemalto Technical Services. 3. Keep and store the original packaging in the event that the reader requires shipment back to Gemalto for maintenance. Note: If the reader has been stored in a cold environment (i.e. below room temperature), allow the reader warm up for a minimum two hours before powering it on. DO NOT connect the reader to the computer until you have installed the software. See “Install the software” section below. Page 20 of 41 Intelligent Document Reader AT10Ki User Guide Installing the Reader (Legacy USB) Install the software The reader package contains an instruction sheet with links to a customer portal to download the software components and documentation necessary to install and operate the reader: Gemalto Document Reader SDK Reader and software documentation Required drivers Additional SDKs based on the reader model To install the reader software: 1. Download the latest SDK software from the link. Click on the Gemalto Document Reader SDK x.x.x Setup.exe link and save the exe file to a known location on the host PC (for example, the desktop). 2. Run the downloaded .exe file and follow the on screen instructions. May Connect the reader cables Note: Make sure you install the software before connecting the reader. To install the reader, you need to connect the following cables: USB cable – The reader is supplied with a USB 2.0 cable (Type A to Type B). The cable provides both power and data connectivity to the reader. Type C (connects to reader) Type A (connects to PC) Power supply (optional) – You may need to use the optional power supply (PSU) or USB 3, review the Alternative Power Options section for notes on the power requirements of the different operating systems and auxiliary USB ports. The Power connector is a latching type that cannot accidentally detach as the reader is moved about. To remove the connector, grasp the connector shell and pull away from the reader. To connect the reader cables: Note: Use on the USB cable and optional PSU provided with the reader. Modifications or changes to the Product, the interface cables or the power supply not expressly approved by the manufacturer could void the User's authority to operate the Product and/or break local laws or regulations. Page 21 of 41 Intelligent Document Reader AT10Ki User Guide Installing the Reader (Legacy USB) To reduce the risk associated with hazardous voltage which, if not avoided, could result in death or serious injury: Do not use the reader with any AC power supply other than the provided Gemalto AC power supply. 1. Connect the USB cable, this is required prior to power on of the reader to enable Legacy USB mode: I. Insert the Type C connector into the USB port located on the back of the reader. II. Insert the Type A connector into a USB port on the host PC. 2. If you want to attach peripheral USB devices to the reader, you will need to connect the power supply (if you are using the reader as-is, you can skip this step). To connect the power supply: I. Connect the connector from the power supply to the power connector at the rear of the reader. Do not force. There is only one orientation that will allow the cable to be connected to the power port. II. Connect the AC cable to a functioning power outlet. 3. Turn the reader on using the rocker switch. 4. A power-on self-test occurs automatically during power up. The first yellow LED will flash 3 times and then the yellow landing lights will increment towards the green tick while the test is being performed. If the reader is installed correctly and is operational, the green tick should illuminate and a beep sound will be heard. If another LED shows then consult page 16 on LED status. Test the reader installation After installing the reader, perform a quick test to ensure the reader is functioning properly and the software was installed correctly. To test the reader: 1. Start the application Page Reader Expo from the shortcut created during software installation. 2. Select a scheme that matches your reader. If you are unsure, select the “ePassport and Images” scheme. 3. Click Select. Page 22 of 41 Intelligent Document Reader AT10Ki User Guide 4. Installing the Reader (Legacy USB) Verify that the yellow LEDs are in landing lights sequence and the Reader State in the lower left is “Enabled”. The reader is ready to accept documents. 5. Select the test card (DS-00031 or DS-00034) supplied with the reader. 6. Place the test card face down on the document window, aligned with the left guide, with the test card instructions facing up. 7. Push the card to the back of the document window until it stops. Note: Do not move the document during the scanning process. 8. Observe the lights during the scanning procedure. The yellow LEDS change from landing lights sequence to progress bar sequence while the reader scans and processes the data. Ensure that the document is held still whilst reading. The OK light (green tick) turns on, indicating a successful read. The yellow LEDs return to landing lights sequence, indicating that the reader is ready to scan another document. The data from the test card is sent to the host computer and the results displayed on the PC screen. If the test is successful, a screen similar to the following screen is displayed. Page 23 of 41 Intelligent Document Reader AT10Ki User Guide Installing the Reader (Networked mode) 4. Installing the Reader (Networked mode) This chapter explains how to install the Gemalto Intelligent Document Reader AT10Ki software on a mobile device and connect the reader to a network and establish a connection to it. Before you begin Before you install the reader, you need to meet the following requirements: An Ethernet connection to a PC or mobile device which supports mDNS device discovery protocol (most do). A computer/mobile device connected to the same network. For a list of supported operating systems see the Gemalto iSeries Software Manual Administrative rights to install the software on your device. If you are installing multiple readers with the RFID option, ensure a minimum of 25 cm (10 inches) between readers to prevent potential interference. Unpack the Reader Each reader package consists of: Gemalto OEM Document Reader AT10Ki Power supply unit (PSU) and AC cable Test card USB communication cable (Type C, USB3) – this is not used in networked mode Micro fibre cloth Software download instructions To unpack the reader: 1. Remove the contents from the box and separate the components from the packing material. 2. Verify that all the parts described have been received. If any parts are missing, contact Gemalto Technical Services. 3. Keep and store the original packaging in the event that the reader requires shipment back to Gemalto for maintenance. Note: If the reader has been stored in a cold environment (i.e. below room temperature), allow the reader warm up for a minimum two hours before powering it on. DO NOT connect the reader to the computer until you have installed the software. See “Install the software” section below. Page 24 of 41 Intelligent Document Reader AT10Ki User Guide Installing the Reader (Networked mode) Install the software The reader package contains an instruction sheet with links to a customer portal to download the software components and documentation necessary to install and operate the reader: Gemalto Messaging SDK Reader and software documentation Required drivers Additional SDKs based on the reader model Gemalto Document Reader SDK –(Required only for the user manuals) To install the reader software: 1. Download the latest SDK software from the link. Click on the Gemalto Messaging SDK x.x.x Setup.exe link and save the exe file to a known location on the host PC (for example, the desktop). 2. Install this package on the device you will use to do the initial set-up of the networked reader. 3. Run the downloaded .exe file and follow the on screen instructions. Connect the reader cables Note: Make sure you install the software before connecting the reader. To install the reader, you need to connect the following cables: Ethernet cable – Connect the reader to the network using an Ethernet cable; Cat 6 is preferred for 1000Mbps operation (not supplied). If using Power Over Ethernet (POE) ensure you have an appropriate hub to supply the power (see specifications at the end of this manual). Power supply (optional) – If you do not use POE then you must use the power supply. Review the Alternative Power Options section for notes on the power requirements of the different operating systems and auxiliary USB ports. The Power connector is a latching type that cannot accidentally detach as the reader is moved about. To remove the connector, grasp the connector shell and pull away from the reader. To connect the reader cables: Note: Use on the optional PSU provided with the reader. Modifications or changes to the Product, the interface cables or the power supply not expressly approved by the manufacturer could void the User's authority to operate the Product and/or break local laws or regulations. To reduce the risk associated with hazardous voltage which, if not avoided, could result in death or serious injury: Do not use the reader with any AC power supply other than the provided Gemalto AC power supply. 1. Connect the Ethernet cable to the reader. Ensure it is connected to an active network port at the other end. 2. If not using POE, you will need to connect the power supply (if you are using the reader as-is, you can skip this step). To connect the power supply: Page 25 of 41 Intelligent Document Reader AT10Ki User Guide I. Installing the Reader (Networked mode) Connect the connector from the power supply to the power connector at the rear of the reader. Do not force. There is only one orientation that will allow the cable to be connected to the power port. II. Connect the AC cable to a functioning power outlet. 3. Turn the reader on using the rocker switch. 4. A power-on self-test occurs automatically during power up and the first yellow LED will flash 3 times and then the yellow landing lights will increment towards the green tick while the test is being performed. The green tick and a beep sound indicates a successful first stage boot. 5. The second stage of the start-up process then boots the Arm processor. The green tick is constantly illuminated. 6. The yellow document detect sequence of landing lights then starts when the reader is operational. If another LED shows then consult page 16 on LED status. Test the reader installation After installing the reader, you need to set the initial parameters for the reader and perform a quick test to ensure the reader is functioning properly. For full details see the Gemalto iSeries Software Manual. To check the reader is on the network: 1. Start the Gemalto test application on your computer/mobile device. The initial screen should show that the reader is on the network, for instance: There are many other network tools available especially for Android and iOS and these can be used to either check the mDNS service or carry out a port scan. To onboard (provision) the reader: 1. Depending on the Gemalto test application selecting the new AT10Ki will allow you to go to the reader’s configuration pages. Alternatively use your web browser to connect using the IP address and port 3000, for instance the URL for the example above is: http://192.168.1.131:3000 2. You can then go through the onboarding screens for the reader (for details see the Gemalto iSeries Software Manual). Complete the fields and click Next. Page 26 of 41 Intelligent Document Reader AT10Ki User Guide 3. 4. Page 27 of 41 Installing the Reader (Networked mode) Once the onboarding process has completed you are presented with the sign in screen. Use the credentials you just set to log into the reader. Once logged in you get to the management portal which gives you the capability to manage and test the reader. Intelligent Document Reader AT10Ki User Guide Installing the Reader (Networked mode) To test the reader: You can use one of the Gemalto test programs to check the reading function. Connect to the reader you want to test and then click the document capture icon. 1. Select the test card (DS-00031 or DS-00034) supplied with the reader. 2. Place the test card face down on the document window, aligned with the left guide, with the test card instructions facing up. 3. Push the card to the back of the document window until it stops. Note: Do not move the document during the scanning process. 4. Observe the lights during the scanning procedure. The yellow LEDS change from landing lights sequence to progress bar sequence while the reader scans and processes the data. Ensure that the document is held still whilst reading. The OK light (green tick) turns on, indicating a successful read. The yellow LEDs return to landing lights sequence, indicating that the reader is ready to scan another document. The data from the test card is sent to the test application and the results displayed on the screen. Page 28 of 41 Intelligent Document Reader AT10Ki User Guide 5. Reading Documents Reading Documents This section describes the proper document placement for travel documents: 1. Hold the document face down. Note: For passports and booklet-style documents, open the document and ensure the data page is facing towards the reader and downwards. For boarding passes, make sure its barcode is oriented towards the reader. Place the document over the glass window, do not move or hover it. For mobile devices ensure the screen is on and place the screen down over the glass window, holding it still for approx. 2 seconds or until the user LEDS indicate the device can be removed. Some devices require the screen brightness to be turned high. The device can be held up to 1cm from the glass. With tablets ensure that the barcode is over the glass window. 2. Place the document on the glass document window. 3. Push the document until the leading edge is all the way to the back, far left corner. When the document reaches its proper position, the reader will automatically start scanning the document. Note: Make sure the document lies flat against the document window and held still during reading. 4. Observe the indicator lights during the scanning procedure: The yellow LEDS change from landing lights sequence to progress bar sequence while the reader scans and processes the data. Ensure that the document is held still whilst reading. The OK light (green tick) turns on, indicating a successful read. The yellow LEDs return to landing lights sequence, indicating that the reader is ready to scan another document. 5. Watch the kiosk screen to ensure the document passes inspection. 6. Remove the document. Reading RFID documents When equipped with the RFID option the reader will detect the presence of a contactless RFID chip and will read the contactless data. Reading RFID data takes place at the same time as optical Page 29 of 41 Intelligent Document Reader AT10Ki User Guide Reading Documents imaging, so the document reading procedure is identical to the procedure described above but depending on the document may take typically 3 to 12 seconds, the yellow progress bar LEDs turning off will show when the document can be removed. Page 30 of 41 Intelligent Document Reader AT10Ki User Guide 6. Networked mode operation Networked mode operation The Gemalto Intelligent Document Reader AT10Ki has been designed to work in a network and be connected to enterprise could applications. Network connection also provides an easy way of connecting to multiple mobile devices such as tablets and phones and can provide a “reader pool” in the same way as can connect to the closest printer. This section provides some basic details on the various mechanisms that support networked mode. For more details please see the Gemalto iSeries Software Manual. Provisioning process The reader needs to be set up for the network it is to be run on and also requires the secret credentials to authenticate it to the customer’s systems. The process by which the reader is set up for the first time is called provisioning or onboarding. It has been designed to be straightforward for customers and system integrators. Initial setup is initiated by plugging the reader into Ethernet network PC browser uses discovery protocol mDNS (known as Bonjour for iOS devices) on port 5353 to find the reader When you first connect to a reader using a web browser it will display a provisioning web page The operator then sets the various parameters Once provisioned the reader no longer displays the provisioning page by default and requires username/password to log into it using the Web-UI Typical parameters during the provisioning process are: Network parameters: o DCHP auto or manual o Manually set IP address o Default gateway o Enable wireless adaptor and SSID parameters Security parameters: o Secure key(s) for client authentication o Customer’s own username and password Localisation parameters: o Physical Location (R/W) o A text description (R/W) o "Icon" image (R) o Serial Number (R) Software updates The reader operating system and document reader SDK can be updated over the network using either a customer hosted or a Gemalto server. The choice will depend on the availability of internet access from the reader and the capabilities of the customer’s servers. There are two modes of update: Push Customer downloads an update package (from the Gemalto update server or Gemalto Customer Portal) and sends it to the device via Web-API or Web-UI. Pull Page 31 of 41 Intelligent Document Reader AT10Ki User Guide Networked mode operation The reader connects to and authenticates the update server (whether Gemalto or customer hosted). The reader downloads the update package and runs the update procedure. Updates can be Scheduled (automatic) or Requested (manual command via Web-UI or Web-API). The Gemalto AT10Ki reader then downloads the update and checks the digital signature of the release against the Gemalto public certificate stored in the reader. If the update package is valid then the reader will update itself. The reader will finish by rebooting. The reader holds one software build and factory default. Roll-back is via factory reset and then a push with the required release. Managing an estate of readers Gemalto provides tools to help manage a network of readers: Device discovery tool to look for devices on the network and report status including software versions, configuration and location Various methods of software update deployment Diagnostic reporting and error logging Use the Web-UI to connect to the reader and read test documents For more information please refer to the appropriate tool or software manual. Device security summary Gemalto takes the security of our customers’ data and networks very seriously and has built security into the Gemalto Intelligent Document Reader AT10Ki. This includes: Data at rest: Passport data is never stored on device, it is only in memory during a ‘session’ opened by the Web-API Diagnostic data is limited in scope and can only be sent to pre-designated addresses Data in flight: Data is protected in flight with a symmetric AES-256 cipher. The symmetric key is exchanged by an Elliptic curve, NIST 521, Diffie-Hellman key exchange A pre-installed shared secret (API-key) ensures device authenticates with the customer’s back-end system Secure certificate storage Secured updates: During updates the reader authenticates with the update server The update image’s signature is validated prior to installation All update images are signed by Gemalto No admin/root access for customers Secured boot: Page 32 of 41 Each stage of the boot process is validated so only valid software can be executed, trust to rooted to private key stored in hardware Intelligent Document Reader AT10Ki User Guide 7. Maintenance Maintenance The Gemalto Intelligent Document Reader AT10Ki has no user-serviceable parts but its glass surface must be cleaned on a regular basis. For extensive repairs, return the reader to Gemalto service depot. See page 40 for more information. Cleaning the reader Clean the reader regularly to ensure proper performance. Use a safe cloth that will not damage glass, such as the provided Microfiber Cleaning Cloth. To reorder cleaning cloths, contact Global Technical Services (GTS). Do not use abrasive cleaners or solvents. These may scratch the glass or damage the oleophobic coating. To clean the reader: 1. Power off the reader using the power switch on the back panel. 2. Clean the document window with a clean microfibre cloth. For stubborn dirt, use a mild water based glass cleaner suitable for touchscreen displays on a lightly dampened microfibre cloth. 3. Verify that there are no streaks or smudge spots remaining on the document window. 4. Clean the body of the reader with a microfibre cloth which has been lightly dampened with water. 5. Turn on the reader by quickly pressing the power switch. 6. Verify that the power-up self test performs correctly. Replacing the document glass You can replace the glass in the document window if it becomes damaged. Only an authorized, trained technician should perform this procedure. Failure to correctly follow the instructions could result in injury or cause damage to the equipment. Readers with broken glass should be sent to a repair centre for cleaning and safe disposal of the broken glass pieces. To replace the document window glass: 1. Remove the two retaining screws located on the back of the panel. 2. Lift the document clip and then slide off the glass and plastic edge as one piece. Page 33 of 41 Intelligent Document Reader AT10Ki User Guide Maintenance The glass assembly slides towards the rear, be careful not to damage or remove the rubber gasket seal. The status/RFID PCB should stay in place. 3. Check that the status/RFID PCB is correctly located before reassembly. It should sit inside the reader and be pushed forward into the retaining clips (left picture arrowed). The close-up view shows (1) the PCB correctly positioned against the clip and (2) correctly seated into the reader chassis. Page 34 of 41 Intelligent Document Reader AT10Ki User Guide Maintenance 4. Align the front of the glass surround over the front of the reader and lower the rear of the glass down to mate with the lower chassis. You should not need to use force. NOTE: It is important that the internal components be free from dust or other contamination. If any dust is present, use compressed air to remove it from the optical chamber. 5. Secure in place with the two screws. Page 35 of 41 Intelligent Document Reader AT10Ki User Guide 8. Specifications Specifications Physical Specifications Electrical Specifications Environmental Specifications Communication Interfaces and Protocols Page 36 of 41 Dimensions Length: 18.7 cm (7.4”) Width: 16.0 cm (6.3”) Height: 6.5 cm (2.6”) Imaging Window 125 x 88 mm (4.92 x 3.47”) 4.0 mm (0.157") low iron glass with oleophobic coating Weight 1.1 kg (2.42 lbs) Input voltage 5 V DC, from external power supply or USB 3.1/2.0 host port Power consumption Less than 2.5W (USB 2.0 powered) Connector Barrel, locking Temperature Operating:–10°C to 50°C (14°F to 122°F) Storage: –20°C to 50°C (–4°F to 122°F) Humidity Operating: 20% to 95% (non-condensing) Dust* IP5X rating for dust ingress protection in the optical chamber USB Interface USB 3.1, 5 Gbit/s interface Host USB Power Reader can be powered from a single host USB 3.1 (minimum 1.5A) or USB 2.0 connector (500mA) USB connectors One USB Type C connect (host) Four USB A connectors (peripherals) USB cable length 2.00 m (79 inches) Aux. USB power 5V DC, 500mA per port (with external power supply or USB 3.0 >1.5A or POE only) Ethernet 10/100/1000 Mbps Ethernet to IEEE® 802®.3 using RJ45. Cat 6 cable recommended for 1Gbps operation Power Over Ethernet IEEE 802.3af compliant Powered Device (PD) interface Requires typically 36 – 48V WiFi - IEEE 802.11b/g/n Operating distance of up to 150 meters in free space. 150/120/90/60/54/48/36/30/24/22/18/12/11/6/5.5/2/1 Mbps selectable Data Rate. 64/128-bit WEP , WPA (Wi-Fi Protected Access), WPA2 2.400GHz ~ 2.4835GHz unlicensed ISM Frequency Band. Modulation Methods: IEEE 802.11b : DSSS (Direct Sequence Spread Spectrum). IEEE 802.11g / 802.11n : OFDM (Orthogonal Frequency Division Multiplexing). Support Standards: 802.11b, 802.11g, 802.11n-HT20/40 Frequency Range: 2412-2472MHz for 802.11b/g/n (HT20) 2422-2462MHz for 802.11n (HT40) RF Output Power: 16.28dBm (EIRP) Bluetooth Bluetooth Version: v2.1+EDR/ v3.0/ v3.0+HS/ v4.0 Frequency Range: 2402-2480MHz RF Output Power: 5.77dBm (EIRP) HDMI Micro-HDMI Intelligent Document Reader AT10Ki User Guide Power Supply Specifications Regulatory Information and Standards * Testing in progress Page 37 of 41 Specifications Input voltage 100V to 240V AC +/-10% Line frequency 47 Hz to 63 Hz Cable length Power supply cable: 1.3 m (52 inches) AC line cord: 2.0 m (78 inches) Power rating 15W PSU Efficiency Level VI Directives* 2014/35/EU Low Voltage Directive 2014/30/EU EMC Directive 2014/53/EU RE Directive 2002/96/EC Waste Electrical and Electronic Equipment (WEEE) Directive 2011/65/EU Restriction of Hazardous Substances (RoHS2) Directive Intelligent Document Reader AT10Ki User Guide 9. Troubleshooting Troubleshooting Use the following table to identify and correct common issues encountered when using the reader. Symptom Possible Causes Recommended Actions The LEDs do not come on during power up. There is no power to the reader. Verify the reader is connected to a USB 2.0 or USB 3.1 host port and/or external power supply. The reader is damaged. Follow the procedure outlined in “Returning the reader for maintenance”. The power switch is in the Off position. Turn the reader on. The Red cross is flashing or permanently on. The reader has failed self-test or is damaged. Disconnect all cables and turn off. Plug in the PSU cable and turn on. Once successfully powered up then connect the USB cable. If this procedure does not clear the error then follow the procedure outlined in “Returning the reader for maintenance”. Green tick flashing USB cable is not connected Check USB cable is connected at both ends. Check USB cable is not damaged. Check PC USB port is not damaged or disabled. The reader is not communicating with host PC system. The cable is not properly connected or USB drivers are not properly installed. Verify that the USB cable is connected to the host. Verify that the USB driver is installed. Verify that only one reader is connected to the host system and only one instance of the host application is running. The Red cross LED illuminates when a document is scanned The document is non-machine readable. This is a normal condition when there is no machine readable data and only the image is captured from the document. The document is poorly printed or does not conform to specification. The reader is designed to read documents that are poorly printed. However, some documents are of such poor quality that the reader will not be able to process the OCR data. Verify the document conforms to ICAO 9303 or OCR B font requirements High ambient light. Ensure that ambient light compensation is enabled in the software SDK Re-orient the reader so that bright light does not fall directly on the document window. The unit is not configured to read the document being scanned. Verify the reader configuration with technical staff. Contact Global Technical Services (GTS). Page 38 of 41 Intelligent Document Reader AT10Ki User Guide The demo application is not working. Troubleshooting The document is not orientated correctly on the scanning window. For details on document placement, see “Error! Reference source not found.” on page 24Error! Bookmark not defined.. The application may already be running. Verify that only one copy of the application is running. The software is installed incorrectly. Remove the existing application & reinstall software. For more information see the Software Installation section. Another application is already running Check that there are no other running applications or services that have connected to the reader. Close or disable any applications or services that are found and retest using the Gemalto demo application. You do not have PC Administrative rights. Consult with your IT support representative. LEDs do not change after reading an RF chip This is a normal condition. RF status is displayed only on the host screen. Reader becomes unresponsive Close and restart the application. Disconnect USB and PSU from PC and then reconnect. Disconnect USB and PSU. Close application and then restart PC. Reconnect document reader to PC and then open application. Contact GTS if still unresponsive USB peripherals attached to the reader do not power on or do not function correctly You need to use the external power supply when attaching external devices Verify the AC power source. Verify that the AC cable is connected to the AC power source. Verify that the power cable is connected to the power supply port located on the back panel. Page 39 of 41 Intelligent Document Reader AT10Ki User Guide Customer Service 10. Customer Service If you cannot solve the problem after following the instructions in the Troubleshooting section, contact Gemalto’s Global Technical Services (GTS). Before contacting GTS Be prepared to provide the information required to properly diagnose the problem: A detailed description of the problem A detailed description of the actions taken to correct the problem The serial number of the reader (located on the reader’s bottom panel) Contacting GTS Once you have the above information, contact Gemalto’s Global Technical Services at technical.service@gemalto.com Page 40 of 41 Intelligent Document Reader AT10Ki User Guide Customer Service Returning the reader for maintenance In the event of a suspected problem with Gemalto equipment, please use the following procedure. To return a reader for maintenance: 1. Diagnose – The system manager will determine that there is an actual fault with the equipment which cannot be corrected by following the procedures in this document or with local in-house knowledge 2. Initiate Call – The system manager should contact Gemalto GTS via telephone, or email. GTS will request a detailed description of the problem along with the serial number of the unit. It is the customer’s responsibility to include or have on hand all pertinent information. 3. Response/Call Back – A GTS representative will discuss with the system manager to determine the problem. If the problem can be corrected locally by the system manager with the guidance of the GTS representative, no further action will be required. 4. Return Authorization – If the problem cannot be corrected via telephone assistance, the GTS representative will issue a Return Materials Authorization (RMA) number and form. The RMA number will be used to track the failed reader, along with verification of the location of the service depot to where it should be sent. 5. Return – The system manager will carefully disconnect the defective equipment. The reader should ideally be packaged in its original packing box. If not, a suitable box with sufficient packing material should be used to minimize damage during transit. Place a copy of the RMA form inside the box The RMA number should be prominently displayed on the shipping container in which the reader is being returned. This reference number will ensure prompt processing of the equipment once it arrives at Gemalto The CUSTOMER is responsible for insurance coverage on the reader in case of loss or damage during transit to Gemalto. The reader should be returned to the Gemalto designated service depot. 6. Shipping Instructions – Four copies of a commercial invoice, a packing slip, a pro forma invoice, or the following information, typed on letterhead, must be sent with the reader: Description of equipment, including serial numbers Quantity Value and Country of Origin Exporter (customer's company) Consignee (Gemalto) Please affix the shipping documents and a copy of the RMA form to the outside of the container. 7. Repair – When the defective equipment is received at the service depot, the reader will be repaired, tested and returned to the address the CUSTOMER specifies on the RMA form Page 41 of 41
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