Technical Support

Unrivalled UK Based Technical Support

We pride ourselves in offering the very best technical support no matter how small the problem may be. Unlike other biometric companies, we offer UK based support to installers and integrators whether you are on site, need some assistance before or after the installation takes place.

If you encounter a problem or have questions for one of our support team members, then we are open

Monday to Friday 8.45am till 5.15pm.

You can call us on 0845 643 6632 from the UK or +44 (0) 191 296 3623 for overseas enquiries.

Alternatively, you can email our support team at support.ievo@CDVI.co.uk and someone will be in touch as soon as possible.

Team Viewer

If an issue cannot be resolved over the phone or via email, a member of our support team may ask if they are able to remotely connect

to your computer using a piece of software called Team Viewer.

Download TeamViewer

Card Compatibility

To check whether your identification card is compatible with the ievo card reader module, please send sample card along with a completed Card Compatibility Form to us for assessment.

Download our Card Compatibility Form (PDF)

Software Downloads

Choose the Revision of ievo equipment you are installing, along with the access control system you are integrating into and any extras and we’ll provide a list of downloads in the order of which they need installing.

If updating any 3rd party access control software on an existing ievo installation or if you need any advise on software downloads please contact us.

Please see our supported operating systems here

For software download links please contact support.ievo@CDVI.co.uk and let us know what system you have.

*Your information will remain confidential and will only be used for internal tracking of download requests. Information provided will not be shared with any other parties nor will it be used for ievo Ltd marketing purposes.

Manuals and Documentation

ievo manuals and installation guides can be downloaded by emailing us.

For manuals and documentation download links, please contact support.ievo@CDVI.co.uk

Frequently Asked Questions (FAQ)

What operating systems do you support?

We currently support Windows Server 2008, 2012 and 2016. Windows 8 and 10.

We recommended that your PC meets these minimum specs:

CPU: Dual Core 2.0+ Ghz (or equivalent)

Hard Drive: 10GB of usable space.

Memory: 2GB

Network: NIC (Static IP)

Microsoft .Net: Version 4.7.2 or greater

Please be aware that Antivirus software can sometimes conflict with the network communication between the ievo control board and PC.

How much power does an ievo reader require?

An ievo system can pull up to 1.9Amps depending upon what revision of equipment you are using and what additions you have.

We recommend powering an ievo system off an independent 12v, 2 amp power supply (2 readers per 12v/2amp PSU).

We do not recommend powering the ievo system off the same power supply as the access control system or locks.

If you are powering our Revision 4 readers using POE, then we require power from an AT or POE + switch.

What type of cable should I use and how far can I extend them?

Revision 3 (REV 3) Equipment:

Revision 3 ievo readers come supplied with two 3m cables.

An 8 core screened alarm cable and a 4 core screened USB / Belden cable. These can be extended up to an extra 2m (5m in total).

Revision 4 (REV 4) Equipment:

Revision 4 equipment comes supplied with a single 5m CAT6 SFTP screened cable.
The connection between the control board and reader head can be extended up to 90m providing the cable meets the below specification:

Up to 50m – Cat5e/Cat6a SFTP Stranded-conductor, 26 AWG, with shielded RJ45 connectors
Up to 90m – Cat5e/Cat6a SFTP Solid-conductor, 24 AWG with shielded RJ45 connectors

Note, Cat7 specification cable is too thick to use for connection to the ievo reader heads.

Wiegand:

Wiegand cables can be extended up to a maximum of 25m when using high-quality cable. (E.g. Belden 9534)

What is the difference between Revision 3 and Revision 4 Equipment?

REV3BOARD

ievo Revision 3 control board was the first biometric control board from ievo Ltd launched in 2010.

Designed for seamless integration into access control systems using a wiegand connection.

REV4 Options

ievo Revision 4 control board is the next generation of the ievo product range, surpassing the Revision 3 technology.

Improving on system integration and offering a modular design, the ievo Revision 4 equipment is fully customisable and serviceable.

What Desktop Drivers do I need to install?

If you are using a silver USB registration unit, choose from our

32 Bit USB Drivers or 64 Bit USB Drivers

If you are using a black USB registration unit, choose from our

32 Bit USB Drivers or 64 Bit USB Drivers

If you are using a micro USB registration unit, choose from our

32 Bit USB Drivers or 64 Bit USB Drivers
If you are using a blue USB registration unit, you need our Version 5 Drivers

(If you are using Paxton Net2 and the blue unit, please also download this patch update)

Are my Cards Compatible?

To check whether your identification card is compatible with the ievo card reader module, please send a sample card along with a completed Card Compatibility Form to us for assessment. We will assess the compatibility and return your card along with a Card Compatibility Report.

Please download our Card Compatibility Form here

Can I install a reader horizontally?

No.

Do not install reader heads horizontally otherwise users will not be able to approach the sensor from the required angle for scanning.

We advise all customers and clients to install ievo fingerprint readers vertically.

Technical News

11th March 2021

New Support Email Address

CDVI, a global security technology leader, has acquired ievo Ltd. With the acquisition, our support email address has changed to support.ievo@CDVI.co.uk.

For more information on the acquisition, click here

View All News

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