> 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/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-frequently-asked-questions.md). # IDEMIA reader common questions Find answers about IDEMIA reader databases, LEDs, biometric templates, and licensing. Common questions about Morpho readers, and their answers. ### If the reader is able to ping, but not able to update the template Restart the Command Centre Service to check the real status of the Morpho reader. ### Command Centre Service is generating multiple threads If one or more Morpho readers are configured in Command Centre but are offline and left offline, Command Centre can keep generating new threads to track them. This can use a lot of memory. Restarting the Command Centre service clears the memory. If the Morpho reader is left offline, it starts spawning threads again. **Zeroing out the IP address of the offline reader resolves this.** ### How do I expand the number of templates a reader can store? You expand a reader's template database limit via Morpho License Manager, with an extended database licence. Refer to the topic "4) How do I view/add license in MorphoAccess on Windows" in the Morpho License Manager User Guide ("Morpho License Manager UG.pdf"). It is in the `Morpho Utilities\Documentation` folder of the Command Centre installation files. See also [Extend an IDEMIA reader database](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/configure/idemia-readers-morpho-extended-licenses.md). ### What do the different light colours on the Morpho Sigma Lite mean? The blue "User Feedback LED" (Arrow LED) means the reader is waiting for a card. Make sure the readers are set to **Authentication Mode = User Select** mode. If the Authentication Mode is **Finger only**, the blue arrow LED is not displayed: it only shows in User Select mode, not Finger-only. ![Morpho reader LED / arrow states: blue (waiting for a card), green (access granted), red (access denied), yellow and purple states across five reader faces](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-ea3bd73b6dcda66d5a4e917d5c058a0b3e43d238%2FSECHUB-int-idemia-ts-08-led-state-colours.png?alt=media) ### Unable to ping the Morpho reader after configuring it on a laptop and plugging it into the live network Check that **PoE is not turned on** for that port on the switch. Morpho readers must not be powered from PoE and from DC at the same time. ### What does this error mean when applying a licence to a Sigma reader? `Unable to set the license If Provided, [ID] must Correspond to one of the connected device.` It means one of these: you are applying the **wrong licence** to the reader, or the licence **exceeds the template size** for that model of reader. ### What dongles and licences do I need to use? **Prior to version 7.80 (pre-7.80):** * Server needs Software + Dongle + MACI. * Workstation encoding fingerprints needs Software + Dongle. **7.80 and later:** MACI is not required. See [Verif licenses and dongle variants](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-verif-license-and-dongle-variants.md), which shows which dongle each version needs. * Server needs nothing other than the software. * Workstation needs Software + Dongle. The full licensing model, and the related licence parts: [IDEMIA licensing requirements](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-licensing-requirements.md). ### Would previously saved templates be deleted on un-ticking "Save biometrics to database"? **No.** Un-ticking it does **not** delete previously enrolled templates. Delete any previously enrolled templates manually if needed. ### Why is my Morpho reader rebooting for no apparent reason? If a Morpho reader reboots for no obvious reason, but stops rebooting when you add a **dummy access zone with no users** to the door with the reader, the issue is a **corrupt template** in the system. Tracking it down can take time. Split the users in half and eliminate them until you find the corrupt template, then re-capture it. The simplest approach: 1. Remove the original Access Zone from the Morpho reader. 2. Create a dummy Access Group and Access Zone, and assign it to the door with the Morpho reader. 3. Add **50%** of the cardholders to the new dummy Access Group and sync the cardholders. 4. If the reader syncs those cardholders fine, the bad template is in the remaining cardholders. 5. Keep splitting the remaining cardholders until you find the group with the bad template. Once you find the bad cardholder's templates, **capture a new template**. This should fix the issue. In this workflow, the Dummy Access Group is the unknown status, the Tested Access Group is a known-good collection of cardholder templates, and Temp holding is a temporary location. ### My system is running very slow and CPU usage is at 100% If Morpho readers are configured in Command Centre but not connected to the network, the **Biometric thread** in the Command Centre Service can produce multiple threads while it tries to connect to devices that do not exist. A good symptom is seeing many threads in Task Manager. There are two ways to resolve this: 1. Deconfigure the unwanted Morpho readers from the system. 2. Add a registry value to the Gallagher registry location. This is only really good if the offline Morpho devices are a **temporary** situation. Under `HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Gallagher\Command Centre`, add the DWORD `BiometricTaskThreads` and set the value to **5**. ### I have a new Morpho reader for an older site. Should I downgrade it? **No. Under no circumstances should you downgrade the firmware of a Morpho reader.** Applying older firmware can make the reader completely unusable, and it may have to be sent back to Morpho to be repaired. ### How do you add an Access Granted or Denied tone on a MorphoWave reader? Connect to the reader through the Morpho toolbox (MBTB), go to its configuration settings, and enable the tone options. --- # Agent Instructions This documentation is published with GitBook. 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