Support Suite

Step 1 - Make sure the EIOBoard server is working correctly

Make sure that you can connect to EIOBoard from the EIOBoard App or Outlook Add-In and from the Browser Interface. If this is not working, then this issue is unrelated to Infinias. See this document for troubleshooting tips on this issue:

Test Connection Fails 

Step 2 - Check the device’s configuration in EIOBoard

On your EIOBoard server, go to the Infinias Devices tab. Double-click on your device and make sure that it is configured properly. Make sure the IP Address is correct, make sure the Port is correct (if it applies), and make sure you have selected the correct Connection Method.

Step 3 - Try connecting to the device

Make sure you can ping the device. Try to also browse to the device’s IP Address, and make sure you can see your card events show up in the Intelli-M Supervisor.

Check the Forward Event Rule

Rule might be in the Forward Events script. Somehow, they lose the Rule when upgrading Intelli-M. In newer versions of Intelli-M (post- v6.7.109x), the web UI has a Rule tab. First, select the Configuration tab.

You should see this from the Card view.

If you do not have the Foward Event Rule, add it with the following attributes:

Schedule: Always

Door: (Deselect all for Any Door)

Event: Valid Credential

I/O Controller: EIOBoard (Ties back to the peripheral)

Step 4 - Open Firewall Ports

You can temporarily disable the Firewall to see if the firewall is blocking the EIOBoard Server from receiving scans. If it works only when the firewall is off, you know that it's being blocked. You will need to make sure there is an exception for the port being used for the Infinias device (which is 18777 by default). An exception will need to be made for both UDP and TCP.

Step 5 - For Inbound IIS Post, check the Forward Events

If your Connection Method is “Inbound IIS Post”, check to make sure events are coming in before they are being forward. To do so, browse to your IntelliM site from IIS. An IntelliM site should come up, showing all of your card swipes. You can also check to make sure that the file “InboundInfinias.ashx” exists in your EIOBoard server site’s directory (this is how EIOBoard captures the Forward Events).

Step 6 - Check the EIOBoard and the Infinias logs

Make sure you’ve enabled logging for your Infinias devices in EIOBoard. To do so, go to Management > Settings > Integration, and click Enable Infinias Log. Once you do so, you can check out your logs in your EIOBoard site directory (the default page is below):

C:\Program Files (x86)\Savance\EIOBoard Server\EIOBoard\Log

Also, you can check the logs on your Infinias server to see if there are any issues present in this location. The default location for these log files is below:

C:\Program Files (x86)\Infinias\Intelli-M Access\Logs

Step 7 - For Inbound IIS Post, test it out in DEBUG mode

If you are unable to pick anything up from the logs, you could always put your Infinias site in Debug mode so that it logs more (just be sure to put it back when you are done). To do so, open the ConfigurationProperties.xml file in the following location:

C:\Program Files (x86)\infinias\Intelli-M Access\Configuration

Now change the <ReleaseMode> entry (the default is "Release") to "Debug". Once you are finished, restart the Infinias services (see Step 8 for a list of services to restart).

Step 8 - For Inbound IIS Post, test it out in Direct Connect mode

If your connection method is “Inbound IIS Post”, see if the device works with “Direct Connect”. To do this, you will have to first stop all the Infinias services on your Infinias server. Here are the services you must stop:

• Infinias EAC Data Access

• Infinias EAC Hardware Access

• Infinias EAC Rule Action

• Infinias EAC Rules Engine

Then in your EIOBoard Server, you will have to edit your device and change the Connection Method to “Direct Connect”. If this works, that means that there is probably some issue with your Forward Events. In this case, be sure to check Step 4.