Frequently Asked Questions
General
Non-Partners:
End users or non-Partners, please contact the Iris ID partner company from which the system was purchased to order an upgrade.
Please provide the current software version which you want upgraded, and the CD KEY & Serial Number found on the back of your original CD software case.
Iris ID will support only our partners and system integrators in the installation of software upgrades.
Partners Only:
Standard software warranty period is 90 days from the purchase date or the term stated in the service contract.
To obtain a software upgrade while under warranty or contract:
Click on the Support > Software Upgrade Request link on our technical support site, enter the software serial number (found on the software CD label) or PO number, your Partner/SI information and address where to ship the software. If eligible, the software upgrade will automatically be sent.
To obtain a software upgrade when out of warranty:
Contact our Sales Department or phone: 609-819-4747, select 2.
Software Upgrades are not distributed over the internet.
Iris ID will support only our partners and system integrators in the installation of upgrades and patches.
We offer the following service programs: In-Warranty Repairs, D.O.A. (Dead on Arrival) Policy, Out-of-Warranty Repairs, Expedited Evaluation & Repair Service, and Advanced Replacement Unit Program.
For full details, click here.
If policy & conditions are not met, Iris ID reserves the right to refuse a return.
- If a Customer fails to claim the evaluated Product and/or fails to pay all required charges due within sixty (60) days after being notified by Iris ID that the Product(s) have been evaluated; Iris ID will consider the evaluated Product abandoned.
- Iris ID will provide a notice to the Customer via the mailing address that the Customer furnished when they authorized the repair(s) of said product abandonment as per policy requirements.
- Iris ID may dispose of the evaluated Product(s) in accordance with applicable provisions of law, and, specifically, may sell the repaired Product at a private or public sale without liability to the Customer.
- Iris ID reserves its statutory and any other applicable lawful liens for unpaid Product, or service charges.
Iris ID is not responsible for personal data or items left in returned merchandise or packaging.
Technical Support Policies / Rates Effective Jan 1, 2010.
Click here to download the policy documentation (File format: PDF, File size:209.2KB)
Warranty_RMA_Services Policy 01.19.2010.pdf
A Crossover (Cat5) Cable is required between the Server PC and the iCAM if no network switch is used. If a switch is used a Straight Through Cable is required.
Download a diagram of both a Straight Through and Crossover Cable.
cat5.doc (File format: DOC, File size:72.5KB)
RMA processing time may vary depending on the product and reason for the return but generally turnaround time is 10 business days once the RMA is received and meet all following criteria:
1. Return with RMA number clearly identified in shipping label or on package.
2. Return with all original equipment, components, manuals, cables, documents, packaging.
Expedited evaluation/repair fee will be $80.00/unit which means the unit(s) will be placed at top of the queue. Best effort will be made for one day turnaround for expedited units (this does not include overnight return shipping).
Charges for estimated cost for repair will include the expedite fee as needed.
All current Iris ID products only support the IP version 4 (IP v4) standard for IP addresses.
Iris ID Systems, Inc., sells and supports its products through a channel partner network.
This means that the company from which the product was purchased is the primary contact for the support of the product.
The Iris ID Technical Support will provide signed and trained partners with free support on all of Iris ID products.
Non-partners who contact the Iris ID Technical Support will be redirected to the appropriate partner support. Direct support is available from Iris ID Technical Support to non-partners but at a billable rate.
Those whom are interested in becoming an Iris ID Systems Partner or those whom interested in learning more about IRIS ID products may contact our Sales department by the following methods:
https://www.irisid.com/contact/
Phone: 1-609-819-4747, Dial Option 2 for Sales at menu. (8:30am to 5:30pm EST)
Fax: 1-609-819-4736, Attn: Sales
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Partner companies of Iris ID Systems may contact the Iris ID Technical Support group by the following methods:
Support site: Ask IRIS ID
Phone: 1-609-819-4747, Dial Option 3 at menu. (8:30am to 5:30pm EST)
Note: If all of our Technical Support representatives are on another calls, the Technical Support voicemail may be reached. If during support hours (8:30 am to 5:30 pm EST – Monday through Friday) the voicemail is reached; please be sure to leave a voice message with your name, company name, and contact information (including country code, area code and complete phone number), and a brief description of the problem or question. A message left on our voicemail secure a place in queue, and the next available Technical Support representative will return your call.
Fax: 1-609-819-4736, Attn: Technical Support
Often, receiving an incorrect, or perhaps even no wiegand output to your access control Panel can be a result of several factors. Most often, this problem is a result of either an incorrect software, or hardware setup. Read the below items to become familiar with the most common wiegand setup related problems and how to overcome them.
1. The Card ID is missing or incorrectly assigned when the user was enrolled.
If no “card ID” was entered at the time of enrollment, you can add a Card ID to the enrolled user by editing the enrolled users provide within the IrisManager application. To do this, find the enrolled user within the IrisManager program and right click, then select modify. Add the Card ID for the user and hit OKAY or APPLY.
Additionally, if a Card ID is entered for an enrolled active user, it is necessary to make sure that the Access Control panel (device that will be receiving the wiegand signal as its input) has been configured to match the Card ID number. Additional information regarding Access Control Panel Settings and its wiegand Input should be obtained directly from the company or manufacturer of the Access Control Panel Directly.
2. The ICU4000 Series controller unit has not been properly configured within the IrisICUAdmin4000 Application.
It is necessary to configure the ICU4000 such that it has been enabled for wiegand Output (“Use wiegand as output MUST be selected from the IrisICUAdmin4000 Application for each and any channel that will require such output). Also, because in many cases multiple output options are available (either through the ICU when a Wiegand Interface Board, also known as WIB board is available within the ICU4000, or when a DCU4000 unit is available). Additionally, when using IrisAccess EAC ver. 3.01.x or above, available wiegand output from the iCAM4000 series camera units are available directly from the back of the camera unit). Selecting the appropriate option for Wiegand output is needed to receive a proper output signal. Follow the following answer link for details on how to setup this Wiegand output through the IrisICUAdmin4000 to best match your Wiegand output methods.
3. The ICU4000 Series controller unit has additional settings that have not been properly configured within the IrisICUAdmin4000 application.
Specifically, within the IrisICUAdmin4000 Configuration section, an option for the type of Card Format is available. Make sure that the appropriate option type has been selected and configured for your installation location that matches the card format that will be used. Additionally, make sure that the “How” you are performing the output is correct as explained in #2 above – making sure that if you are trying to use an iCAM4000 Series camera unit to output Wiegand for instance, that the iCAM selection has been enabled from within the appropriate channel of the IrisICUAdmin4000 Configuration for that ICU4000 unit.
4. Incorrect Wiring and physical connections.
A physical connection is needed to go to the Access Control Panel/Wiegand Input device in order to provide a Wiegand signal from our system. The most common physical connection errors encountered are below:
A. Reversed Data 0 and Data 1 Wires.
B. No Ground Connection has been connected.
C. For ICU4300 Series units ONLY – No voltage Pull-up power has been provided.
Review all of these common mistakes often encountered during a new or modified installation when experiencing problems with Wiegand output from an IrisAccess System.
Download this document for assistance with creating your own sound files.
This document provides common troubleshooting and issue prevention methods and suggestions. It should be used as a supplement to the following to 2 documents:
1. Recording Sound File for iCAM Voice Prompts
2. Changing Voice Messages on iCAM
Troubleshooting and FAQs for creating iCAM series Other-voice.pdf (File size:348.2KB)
Austria / Belgium / Bulgaria / Cyprus / Czech Republic / Denmark / Estonia / Finland / France / Germany / Greece / Hungary / Ireland / Italy / Latvia / Lithuania / Luxembourg / Malta / Netherlands / Poland / Portugal / Romania / Slovakia / Slovenia / Spain / Sweden / United Kingdom
Iris Recognition Technology
Iris recognition is a biometric method that identifies a person by the unique patterns in the colored ring around the pupil (the iris). Those patterns are highly stable after early childhood and differ even between identical twins, and remain stable for life, enabling precise, low-error matching. Modern systems illuminate the eye with safe near-infrared light, so the iris pattern is clear regardless of eye color or ambient lighting. Because capture is contactless and quick, it’s hygienic and suitable for high-throughput environments like access control, time and attendance, airport e-gates, and healthcare. Iris recognition balances convenience, speed, and high assurance, making it a preferred option where both user experience and security matter.
The process has two phases: enrollment and verification. During enrollment, a near-infrared camera captures an eye image; software detects the iris, segments boundaries, masks eyelids/eyelashes, normalizes the region, and converts distinctive textures into a compact template. For verification or identification, a live capture generates a new template that’s compared to the enrolled one (1:1) or many (1:N) using a similarity metric such as Hamming distance. A threshold sets the match decision to balance security (false accepts) and convenience (false rejects). Near-infrared illumination enhances contrast without discomfort, enabling fast, contactless capture—typically under a second. Templates are encrypted at rest and in transit, and access is tightly controlled. This pipeline delivers reliable, high-throughput authentication suitable for busy entry points and sensitive facilities.
Iris-and-Face fusion combines iris recognition’s precision with face recognition’s convenience. The system captures both modalities and either fuses their scores or uses one as a fallback, improving accuracy and usability. Fusion reduces false accepts/rejects, increases resilience to spoofing, and enables hands-free experiences – ideal for busy entry points. Users can authenticate naturally at a distance while maintaining strong security and consistent performance across lighting and user posture.
A non-encrypted iris biometric template is 512 bytes in length.
When encrypted the iris template is approximately 603 bytes in size.
The iData software typically will create and store two iris templates (right and left illuminated) for each eye (4 iris templates per user).
If stored on a smart card, only one iris template will be stored for each eye due to the space limitations of smart cards.
View the document for information regarding best practices when enrolling a user.
Iris ID identification enrollment tips.pdf (File size:45.7KB)
Iris Recognition uses a camera which is similar to that in a home video camcorder to capture an image of the Iris. The Iris is the colored ring around the pupil of the eye and is the only internal organ visible from outside the body. This allows for a non intrusive method of capturing an image since we simply take a picture of the Iris from a distance of 3 to 10 inches away.
Retinal Scanning requires a very close encounter with a scanning device that sends a beam of light deep inside the eye to capture an image of the Retina. Since the Retina is located on the back of the eye, retinal scanning was not widely accepted due to the intrusive process required to capture an image.
eye safety training slides.ppt (File size:145.0KB)
Iris Recognition is sometimes confused with Retinal Scanning which causes undo concern about eye safety issues. How can the differences between Iris Recognition and Retinal Scanning be explained to new users?
Iris Recognition is sometimes confused with Retinal Scanning which is the biometric often shown in the movies where a bright light is shined into the eye in order to read the pattern of the retina, the back wall of the eye.
Iris Recognition uses a camera similar to a home camcorder which simply takes a picture of the Iris, the colored part of the eye from a comfortable distance of 3 to 10 inches away.
These differences can best be explained using the attached slides during the enrollment process to educate new users on the safety testing that has been completed on the IrisAccess™ and the differences between these two completely different biometrics.
eye safety training slides.ppt (File size:145.0KB)
