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Technical Support

1. How can I get the latest copy of BIM's Live Scan Service and Support Terms & Conditions?

Answer: Click HERE to download it.

2. How do I install a printer onto my fingerprint system?

Answer: In order to add a printer to a computer using inVizeID you must be logged in as the administrator account.

  1. First, the computer needs to have a printer installed. You can check by going into the Control Panel and opening Printers and Faxes. If the printer you wish to add is listed, this step is completed. If not, please install the printer drivers and software, first.
  2. Open the InVizeID program and click the hammer icon at the top of the page to open the administrative tools. Then click on ‘Printer Configuration’.
  3. Click the Add button and a wizard will pop-up.
  4. Click NEXT one time. On the Printer Information screen, choose the printer you wish to use from the dropdown menu. The manufacturer and display name should auto-populate, but if they don’t, you can type that information in manually.
  5. Click NEXT. On the Calibration page, there is no need to calibrate in most cases, so you may click NEXT 3 times until you get to the Settings page.
  6. On the Settings page, uncheck the box that states “This printer is certified.” Click NEXT and then FINISH.

The steps above will add the printer to InVize ID. Now, before printing your first result, you will have to set some defaults. There are many ways to print a result, but here is a common method:

  1. On the Transactions page, click the ‘+’ next to a transaction that has received a response.
  2. Left-click once on the ‘Accepted’ response, then right-click on it and choose ‘Print’.
  3. The print window will pop-up, asking you to select a printer. You can select the printer you added from the steps above.
  4. In the Options box below, choose the ‘Source’ of your paper. It most cases, this can be set to Automatic. The ‘Orientation’ should be set to Portrait, and the Duplex Mode can be Simplex or Default.
  5. Lastly, click Print and your results should print.

Please keep in mind you can only print results from your PC if you have NOT selected to mail them directly to a recipient.

3. How do I create unique user logins for Windows and the inVize ID software?

Answer: It is a good idea to assign a unique Windows User Account for each fingerprinter for security and tracking purposes. To complete this task, follow these steps:

First, setup the Windows User Account.

  1. Login to a Windows Administrator Account. For many computers, this might be labeled ‘inVizid_LSA’.
  2. Click on the Start menu and open the Control Panel.
  3. Click on User Accounts.
  4. To add an account, click on ‘Create a new account’.
  5. It will ask you to type a name for the new account. Type in the user name that you would like for this account, then click Next.
  6. Now it will ask you to pick an account type, which is either a computer Administrator or a Limited account. It is recommended that you create a Limited account for general fingerprint users; an administrator is only necessary for making changes to the computer or inVize ID, such as running updates, deleting transactions, or changing configurations and permissions. Once you have selected the type of account, click ‘Create Account’.
  7. The new account should now appear in the list of accounts on the User Accounts panel. To add a password to the account you just created and/or change the picture, click on that account in that list. The page that displays will provide options to modify the account.

Second, setup the new account in InVize ID.

  1. Still logged into the Windows Administrator Account, launch inVize ID.
  2. Click on the Administrative Tools icon which looks like a hammer. Or, you can hit F2.
  3. Click on the ‘Users, user groups, and permissions’ option.
  4. You will see a tasks list menu in the upper left-hand corner of the window that pops up and a list of users on the right. The new user you created should appear in the list of users on the right, but under the ‘Member Of’ column, it should be blank. Double-click on the new username. This will bring up a Properties box for that user.
  5. Click to place a checkmark in the name of the user group for which you want to add this user. By default, there is an ‘Admin’ group and a ‘Users’ group. The ‘Admin’ group should have all permissions available, including the ability to delete transaction and process software updates. The ‘Users’ group should only have the essential permissions to process, save, and submit transactions. Once the appropriate box is checked, click OK.
  6. Now you can close the inVize ID software and logout of the Windows Administrator account as this process is complete.

4. Does it matter which login I use or how I log into the InVizeID software?

Answer: Yes! Please make sure that you are only logged into one Windows account on the computer at one time. If you need to login to another Windows account, click on the Start menu and choose ‘Log Off’. Then, choose the ‘Log Off’ button. If you are logged into more than one account at the same time, the software will not work properly.

Below is a detailed explanation of the two Windows accounts that were originally set up on your BIM system:

  • BIM setup for initial installation, remote support and a failsafe.
  • inVizeID_Admin another administrator account, but used for InVize ID administration, such as running updates, deleting transactions, setting up printers, and creating new users. Also used for initial training.

5. I received notice that a transaction was rejected. What does that mean and what should I do?

Answer: Occasionally background transactions may be rejected from either the Ohio BCI or FBI for various reasons (low quality prints, incorrect demographic information, etc). When this occurs the transaction must be resubmitted using the process outlined below.

  1. On the home screen of the software find the rejected transaction and ‘right-click’
  2. Select ‘Copy for Resubmission’ from the drop down menu and select the appropriate transaction type (FBI or BCI)
  3. A new transaction will appear at the bottom of the screen
  4. Open the new transaction (double-click) and update the rejected information (new prints, demographic information, reason code, etc.)
  5. Save and submit the new transaction information by first clicking on ‘Save’ (disk icon) and then ‘Submit’ (PC icon)
  6. Your agency will NOT be charged by BCI for resubmitted transactions

If an FBI transaction is rejected a second time a ‘name check’ can be requested through BCI

  • BCI will send a document stating the transaction has been rejected. Complete the necessary information as requested on the form (Individuals’ First/Last Name, ICN number for an FBI check).
  • The rejected transaction form must be faxed to:
  • BCI&I – Name Search Unit
  • Attn: Resubmission Desk
  • Fax: 740.845.2633

Resubmission for Rejected Background Checks Using Electronically Converted Ink-Rolled Fingerprint Cards

  • Vendor must obtain a new and unique set of fingerprints from the individual
  • New set of prints can then be scanned, electronically converted, and resubmitted
  • If transaction is rejected a second time a name search request can be requested using above-stated instructions
  • Vendor will NOT be charged by BCI for resubmitted transactions

Resubmissions for Rejected Background Check Using Ink-Rolled Fingerprint Card

  • If vendor (mainly law enforcement agencies) receive a rejection of ink-rolled finger print cards a new and unique set of prints must be obtained.
  • The new card and the BCI Resubmission form (complete with ICN numbers) must be sent to:
  • BCI&I Name Search Unit Resubmission Desk
  • PO Box 365
  • London, Ohio 43140

6. My fingerprint system is on but my scanner isn't initializing and the light is off.

Answer: When you launch the inVize ID software, create a new transaction, and click on the ‘2. Fingerprints’ link on the left menu-pane, you should see a button at the top of the screen that looks like a camera with a green arrow in front of it. If that button is not lit up and available to click on, the i3 scanner is not initializing properly. Here is how to troubleshoot this:

  1. First, save the transaction and close inVize ID.
  2. Make sure you are logged into a Windows Administrator Account. For many computers, this might be labeled ‘inVizeID_Admin’.
  3. Next, ensure that the scanner is plugged into the proper USB port. There are many different computer models used in various setups, so which port should be used is based on which port that the scanner drivers were originally installed on. This would be the port that has been used successfully in the past.
  4. If the scanner is not plugged into the proper USB port, plug it in to the correct port. Even if the scanner was plugged into the proper port, unplug it, wait 10 seconds, and plug it back in the same port.
  5. Launch inVize ID, open the saved transaction, and click on ‘2. Fingerprints’ to see if the scanner button with the green arrow is list up now. If it is, you can now use the scanner.
  6. If the scanner button with the green arrow is still not lit up, leave the scanner plugged in, close the inVize ID software, and restart the computer.
  7. When the computer boots back into Windows, login to the same User Account.
  8. Repeat step #5. If the button is lit up, you can now use the scanner.
  9. If after completing the above steps the camera button with the green arrow is still not lit up, please click on ‘View’ menu, select ‘Acquisition Options’, and call Support. Please be ready to provide that error message to the technical support team.

7. How do I know if I have the latest version of the InVizeID software and how do I get the latest version?

Answer: Software updates are necessary from time to time to ensure compliance with any state or FBI changes, for general bug fixes, and to improve functionality. When an update is available, inVize ID automatically checks for it when the program is launched and will notify you to download and install the update. Note that you must be logged into a Windows account with Administrative rights to install the update.

For more information on inVize ID software updates, click either of the following links:

How to Update inVize ID   –   Release Notes

8. I received one or more rejections from BCI and/or FBI that say 'ERRT - Account Locked - Contact BCI Fiscal Dept.' What does this mean?

Answer: This is usually due to a billing issue with BCI. You must call BCI and clear up the billing issue to get the account unlocked. Once it is unlocked, you must resubmit the transactions in an administrator account that were rejected for this reason by following these steps:

  1. Highlight and select all of the transactions on the transactions search screen that were rejected due to ERRT. You can do this by holding the CTRL key and clicking on each TCN.
  2. Once you have selected the transactions, click on the Submit button in the toolbar.
  3. A pop-up box will warn you that you should only resubmit if you have been advised to do so by BCI&I. Click YES to acknowledge this warning and submit the transactions.