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 9.00am – 5.30pm. 

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@ievoreader.com 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 you’re unsure or have any questions, feel free to contact us on the information above.

*Your information will remain confidential and will not be shared.

Manuals and Documentation

ievo manuals and installation guides can be downloaded using the drop down box below.

Frequently Asked Questions (FAQ)

What operating systems do you support?

We currently support Windows Server 2008, 2012 and 2016. Windows Vista, 7, 8 and 10.

We recommended that your PC meets these minimum specs:

CPU:  Dual Core 2.0+ Ghz (or equivalent)

Hard Drive:  10GB

Memory: 2GB

Network: NIC (Static IP)

Microsoft .Net: Version 4.0 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 1.2Amps 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 (or a single 12 core 3m cable if you are using a micro reader).

An 8 core screened alarm cable and a 4 core screened USB / Belden cable. These can be extended up to an extra 2 metres (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 using CAT5e SFTP cable with screened connectors.

If extended over 50m, we recommend using CAT5e Solid Core SFTP cable.

Wiegand:

Wiegand cables can be extended up to around 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.

 

ievo-custom-kit_sm

 

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 Desktop Reader, you need our Version 4 Drivers.
If you are using a Blue Desktop Reader, you need our Version 5 Drivers.
If you are using a Black Desktop Reader, you need our Version 6 Drivers
If you are using a Micro Desktop Reader, you need our Micro Drivers

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

Technical News

16th December 2016

Paxton release Net2 Version 5.03.5214.4513 (Service Release 6).

Paxton have released Net2 Version 5.03.5214.4513 (Service Release 6) which includes important fixes.

More information can be found here.

View All News
Please get in touch today to find out how we can help.