Isabel is unable to locate a card reader

Document ID: 43048
Modified: 14/08/2020

Resolution:

  1. Remove  all your logfiles:
    1. Go to Start > Isabel Services > Logfiles*
      (*) Location of the logfiles: C:\ProgramData\Isabel Services\Logfiles.
    2. Select all files and remove.
    3. Reboot your PC and try again.

  2. Make sure the card reader is connected and the text 'Welcome' is shown on the display.
    Disconnect the card reader and plug it into another USB port. Unplug the USB cable from the card reader itself, then reconnect it.

  3. Install the latest version of the card reader driver and reboot the PC.

  4. Make sure the card reader is recognized by 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 if you installed at least version 6.34.0013 of the Isabel Security Components.

  • Open Isabel 6 Control Panel > Support > Card Reader > Repair Smart Card System.
  • Restart the computer after the registry values have been corrected.
  • Execute the steps below if the problem is not solved.
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

The driver version should be at least 4.2.6.0. If you possess a lower driver version, download and install a supported version.

If the driver version is higher than 4.2.6.0 but lower than 4.3.1.0, uninstall the driver and installl 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 Windows 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.

If you can't find or start the smart card service:

  • Make sure you have installed at least Isabel Security Components v 6.34.0013
  • Open the Isabel Control Panel: Start > Isabel Services > Isabel Control Panel
  • Click Support > Card Reader > Reinstall Smart Card Service
  • Accept the Security Warning
  • Restart the computer

 

Note to IT support: Smart card reader problems are best diagnosed when physically present at the local computer. Using RDP, the remote user will not be able to access the host's'card readers. You will be able to see the devices in device manager, yet any other interaction will fail. If you have to diagnose a card reader remotely, use a VMWare console session, or a screen sharing tool as VNC or Teamviewer instead.

 

APG8201 is found under "Other devices" or "Universal Serial bus controllers".

Install the drivers

Contact your IT responsible if you need help installing hardware drivers.

  1. Instal the card reader drivers.
    • Choose open to start the installation. Follow the installation to install the drivers.
    • Restart the computer to complete the installation.   

If the card reader still does not appear under "smart card readers"

  1. Download the drivers 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. 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.
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-118-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
14/08/2020