Instant ID / Tru Credential Support Questions

1.    Instant ID version number e.g. 8.5

2.    Instant ID product key

3.    Operating system including bit version of the Instant ID server PC

4.    Operating system including bit version of any client PCs

5.    Printer model, firmware version and S/Ns – Alternatively, an Insight Log from one affected printer will do

6.    Printer connection method

a.    Ethernet

b.    Wi-Fi

c.    USB connected to Instant ID server PC

d.    USB connected to client PC

7.    A screen recording or video showing the issue

8.    A time stamp for one occurrence of the issue

9.    The following log files – Please only provide logs dated for when the issue occurred

a.    “trucredential-stdout.YYYY-MM-DD” found in C:\Program Files\Datacard\TruCredential\logs

b.    “trucredential-stderr.YYYY-MM-DD” found in C:\Program Files\Datacard\TruCredential\logs

c.    “GlobalEntrustDatacard.log.YYYY-MM-DD.log” found in C:\ProgramData\EntrustDatacard\TruCredential\logs

d.    “GlobalEntrustDatacard_TruCredential.log” found in C:\ProgramData\EntrustDatacard\TruCredential\logs