Isabel is unable to locate a card reader

Document ID: 43048
Modified: 12/06/2019

Next you can find some steps to solve the issue. Follow them step by step in the order they're indicated.
If the issue is not solved, verify if the card reader is detected by your pc or Mac.
If you followed all the steps and the issue is not solved, contact Isabel Customer Care.

  1. Make sure the card reader is connected and the text 'Welcome' is shown on the display.
  2. Disconnect the card reader and plug it into another USB port, if you use a windows PC it might be best to use the ports on the back of the PC since their performance is usually better.
  3. Unplug the USB cable from the card reader itself, then reconnect it.
  4. For Windows: In the Device Manager, right click on a category (either one is ok) and click Scan for hardware changes (administrator rights are required for this).
  5. Restart your computer.

 

Open the Device Manager by pressing the keyboard combination . In the Run prompt, type devmgmt.msc and press Enter.

Locate the Isabel card reader (APG8201) in the device manager:

APG8201 is found under Smart card readers and the icon has a yellow exclamation mark.

 

Your Windows system is not up to date or contains incorrect information.

Open the APG8201 Smart card reader properties in the device manager. The Device status will provide you detailed information about the problem. Inform your IT responsible that one of the following options can repair your Windows system :

  • Open Windows Update and install the latest updates.
  • Use system restore to restore your system to a date prior to the issue.
  • Open the command line window as administrator and run the command SFC /SCANNOW
  • OR reinstall your PC.
APG8201 is found under Smart card readers.

Verify the version number of the driver
  • Under Smart Card Readers, doubleclick APG8201 Smart Card Reader.
  • Open the Driver tab.
  • Verify the Driver Version number.  
  • The most recent version provided by the card reader manufacturer is 4.3.1.0

If you possess a driver version between 4.2.6.0 and 4.3.1.0 uninstall the unsupported driver and download a supported version.

  • Uninstall the driver:
    • Click the button Uninstall Device
    • Check the box Delete the driver software for this device
    • Click Uninstall
    • When the uninstall is complete, unplug and reconnect the card reader. The previous version is reinstalled. (Installer link when the installation does not start automaticaly)
    • If an incorrect driver is automaticaly reinstalled, please contact your system administrator in order to prevent the installation of unsupported drivers.
Verify the Smart Card Service (SCardSvr)
  1. Press . In the run prompt, type services.msc and press Enter.
  2. Double-click Smart Card.
    The Smart Card Properties window appears.
  3. In the Startup type drop-down list, select Automatic.



  4. Verify the 'Service status' if the status is not 'Started' Click Start*.
  5. Click Apply.
  6. Click OK.

 

 

Possible issues preventing you from starting the Smart card service are listed below.

Attention: These are all Windows errors and thus to be adressed by your system administrator.

  • "Error 1083: The executable program that this service is configured to run in does not implement the service."
    In that case, reinstall the Smart Card Service.

  • "Error 1053: The service did not respond to the start or control request in a timely fashion"; OR
    "Could not stop the Windows service name service on Local Computer."
    The resolution for this problem can be found in the Microsoft Knowledge Base, article Q886695.

  • "Error 1075: the dependency service does not exist or has been marked for deletion."
    Your system requires another service to start prior to the smart card service. If you recently executed Windows updates, this dependent service might have been removed.
    To remove the dependency:
    • open the command prompt as administrator (typ 'cmd' in the windows search and do a right click on the 'command promt' and select 'run as administrator')
    • enter the command sc config scardsvr depend= / or sc config SCardSvr depend= ""
    • press enter
    • if successfull, you should see the following displayed: ChangeServiceConfig SUCCESS

    To confirm if the dependencies for 'SCardSvc' are removed, run this command:
    sc qc ScardSvr
    The dependencies field should be empty

    To restart the smartcardservice, run this command:
    net start ScardSvr
     

If this did not fix the issue :

  1. Open the Isabel Control Panel : Windows menu > All Programs > Isabel Services > Isabel Control Panel
  2. Select Support > Card Reader > Repair Smart card System
  3. Accept possible warning messages
  4. Restart your PC once the values have been succesfully added to the registry

 

If Isabel is still unable to find a card reader, ask your system administrator to execute the steps below :

Give Full Control rights on the Calais registry key for the user "NT AUTHORITY\Local Service"

 Warning
You are about to modify the Windows registry. Before you modify the registry, make sure you make a backup and you know how to restore the registry if a problem occurs. For information about the backup, restore and edit of the registry, read article 256986 of the Microsoft Knowledge Base.

The following steps guide you through the procedure to give full control rights to the NT AUTHORITY\Local Service to modify the Calais key:

  1. Start Windows as an Administrator user.
  2. Press . In the run prompt, type regedit and press ENTER.
  3. Go to the following path in the registry:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Cryptography\Calais
  4. Right-click Calais and select Permissions.
     Note
    If LOCAL SERVICE is not among the users, click Add. Otherwise continue with step 9.


  5. If you are in a domain, the current location is your domain name. If so, click Locations, select the first line in the Locations window, which is the name of your computer (COMPUTER NAME), and click OK.
    In the window Select Users, Computers, or Groups, click Advanced.
  6. To find the list of all users, click Find Now.
  7. Select LOCAL SERVICE from the list and click OK.
  8. Verify that the Location is the COMPUTER NAME and that the Object name is LOCAL SERVICE.
  9. Select LOCAL SERVICE and select Full Control in the Allow column.
  10. Click Advanced.

  11. If you use Windows 7 or lower :
    Clear the option Inherit from parent the permission entries...
    The Security window appears.

    In the Security window, click Copy or add.
    You return to the window Advanced Security Settings for Calais.


    If you use Windows 8 or higher :
    Click on the option Disable inheritance
    The Block inheritance window appears.

    In the Block Inheritance window, click Conver inherited permissions into explicit permissions on this object.


  12. You return to the window Advanced Security Settings for Calais.
  13. Select the option Replace permission entries on all child objects... and click OK.
  14. The Security window appears.
  15. In the Security window, click Yes.
    You return to the window Advanced Security Settings for Calais.
  16. Click OK.
    The Permissions for Calais window closes.
  17. Restart the computer.
APG8201 is found under "Other devices" or "Universal Serial bus controllers".

Install the drivers

The following steps explain how to manually download and install the drivers for the Isabel card reader.

Remark: In the following steps you will manually install a device driver. Please consult your IT or system administrator for more information on installing device drivers.

  1. Download the drivers for the Isabel card reader that correspond with your version of Windows.
  2. Choose open to start the installation. Follow the installation to install the drivers.
  3. Restart the computer to complete the installation. Once restarted you can use the Isabel card reader.

In case the latest driver is already installed and you want to reinstall the driver. (If you receive the message that your device is already up to date.)

  1. Locate the Isabel card reader. Usually this is located in the group "Other devices" or "Smart card readers" with APG8201 in the device name.
  2. Right click on the device > Uninstall > Select the option to "Delete the driver software for this device".
  3. Once selected, the device will be removed from the list.
  4. In the Device Manager, right click on any category and click Scan for hardware changes (administrator rights are required for this) so the device will re-appear (usually in the category Other devices).
  5. Download the drivers for the Isabel card reader that correspond with your version of Windows.
  6. Choose open to start the installation. Follow the installation to install the drivers.
  7. Restart the computer to complete the installation. Once restarted you can use the Isabel card reader.

For advanced users, or if the card reader isn't found after this procedure:

  1. Download the drivers via this link and save them on the desktop.
  2. Unpack the ZIP file "ACS-Unified-Driver-Win-4260.zip".
  3. Open the device manager by pressing the keyboard combination . In the Run prompt, type devmgmt.msc and click OK.
  4. Locate the Isabel card reader in the list with found hardware. Usually this is located in the group "Other devices" or "Smart card readers" with APG8201 in the device name
  5. Once located, right click on this device > Update Driver Software ... > select "Install from a list or specific location (Advanced)" > click on "Next" > select "Don't search. I will choose the driver to install" > click on "Next" > click on "Have Disk..." > click on "Browse" > choose "Desktop -> ACS-Unified-Driver-Win-4260-P -> drivers" > select "acsdrv.inf" > click on "Open" > clcik on "Ok"
  6. Finish the Update drivers wizard to update the device driver.
  7. Restart the computer to complete the installation.
The APG8201 is not in this list.

Verify if the Isabel card reader is working correctly.

  • Connect the Isabel card reader into another USB port.
  • Connect the Isabel card reader into another PC.
  • Use another mini-USB cable to verify that yours is not defect.
  • Connect a different card reader to verify if both have the same issue.
  • When connected, the Isabel card reader should show a Welcome message on the display. Is there something displayed on the card reader?
  • Download and install the latest drivers for the Isabel card reader.

If the Isabel card reader is defect, you can order a new one.

 

Install the drivers and verify detection of the card reader
  1. Download the macOS driver package ACS-Unified-INST-MacOSX-116-P.zip for the APG8201 card reader.
  2. When using the default browser Safari, the driver download will be unpacked automatically. If not, unpack it manually, or simply open the .zip archive.
  3. Open the disk image acsccid_installer-*.dmg contained within the ACS-Unified-INST-MacOSX-* directory ('*' in the file/directory name denotes the version number of the driver) where the driver package was extracted.
  4. Double-click on acsccid_installer.pkg to start the installation.
  5. Follow the steps to proceed with the installation of the drivers.
  6. Restart the computer to complete the installation.
In case you are unable to locate the Isabel card reader
  1. Make sure the card reader is connected and the text 'Welcome' is shown on the display.
  2. Disconnect the card reader and plug it into another USB port.
  3. Unplug the USB cable from the card reader itself, then reconnect it.
  4. Check in System Information under Hardware > USB whether device APG8201 USB Reader is visible.
  5. Restart your computer.
Isabel is unable to locate a card reader
43048
12/06/2019