> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/encoding-solutions/encoder-3/frequently-asked-questions.md). # Encoder 3 common questions Find answers about moving Encoder 3 databases, security dongles, passwords, and Facility Codes. Questions that come up on Encoder 3 systems: moving the database, dongles that stop working, lost passwords, and Facility Codes. ### Move an Encoder 3 database to a new PC Moving the database from one PC to another is a fairly simple procedure: 1. On the new PC, install Encoder 3. 2. From the old PC, copy the `encoder3.mdb` and `encoder3.ini` files. 3. On the new PC, paste the files from step 2 into the install directory. 4. Run `Encoder3.exe` and log in with the old password. The hardware will likely need to be reconfigured, as the computer hardware configuration will be different. {% hint style="warning" %} If you were using a Parallel dongle on the original Encoder 3 PC, this will not work on Windows 7 or Windows 10 PCs. You will have to purchase a new USB dongle. {% endhint %} ### Old dongle does not work on a new PC This is likely because the old Encoder 3 PC was running an older operating system, such as Windows XP or 95/98, that supports direct communication between the OS and the underlying hardware. Modern operating systems have a Hardware Abstraction Layer that prevents direct communication between the OS and hardware, so old Parallel Security dongles no longer work. Modern operating systems require a USB Security Dongle. As with the Parallel Dongle, the USB dongle must match the serial assigned to the Encoder 3 system. You cannot use a dongle with a different serial than the Encoder 3 database or ini file. The software must be version **vJ3.3.6**, visible at the login prompt, to support the USB encoder. {% hint style="info" %} If you need to get a USB dongle, it can be purchased from Gallagher. You will need to supply the `Encoder3.ini` file when ordering. {% endhint %} ### Forgotten Encoder 3 login password Very difficult to reset. It is often simpler to start again. It is possible to reset the password, but it essentially requires the contents of the install path to be zipped up and sent to Technical Support for a developer to manually reset. ### Unable to add a new Facility Code with a new ini file If a site has applied a new ini file to add another Facility Code to the Encoder 3 database, but it was incorrectly named or accidentally entered, and they are trying to re-add it, they will get an error. {% hint style="warning" %} The Encoder 3 software must not be running when you perform this procedure. {% endhint %} 1. Ensure the Encoder 3 software is closed, not running. 2. Go to `C:\Program Files\` and take a copy of the `Encoder3` folder and put it somewhere safe, for example a temp folder off the root directory. This is your backup. 3. Obtain the **SiteNameChanger** application from software control under `Encoder\Site Name Changer`. Place it in the Encoder 3 install directory (`C:\Program Files\Encoder3`). 4. Run SiteNameChanger. A small screen labelled "Change Site" with three windows will appear. 5. The first window should be populated with `Encoder3.mdb`. 6. In the second window, enter the Facility Code of the site you tried to enter. 7. The third window will likely show a blank or "doesn't exist" message. 8. Enter the Facility Code, minus the A, into the second box, then press **Delete**. This should delete the FC from the database. 9. You should now be able to re-attach the ini file you were sent. If this fails, screenshot the error message and forward it to Technical Support. If it cannot be resolved, copying the backup folder contents back into `C:\Program Files\Encoder3\` will restore the system to where it was before. *** 🔗 **Related** * [Installing Encoder 3](/knowledge-hub/products/cc-hardware/credentials/encoding-solutions/encoder-3/installing-encoder-3.md). The install and first-run procedure, including the ini file and activation password. * [Supported Operating systems and requirements](/knowledge-hub/products/cc-hardware/credentials/encoding-solutions/encoder-3/supported-operating-systems-and-requir.md). Dongle part numbers and the operating systems Encoder 3 runs on. * [Encoder 3 Overview](/knowledge-hub/products/cc-hardware/credentials/encoding-solutions/encoder-3/encoder-3-overview.md). Why Encoder 3 is a legacy product, and what to use instead. --- # Agent Instructions This documentation is published with GitBook. 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