> 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/troubleshoot/idemia-morpho-troubleshooting-and-faqs-morpho-troubleshooting.md). # IDEMIA reader troubleshooting Diagnose common IDEMIA reader communication, Wiegand, licensing, firmware, and reset issues. Start with the symptom in the table. Where a problem has its own page, the table links to it. ### Common errors and fixes | Symptom | Cause and fix | | ---------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Error 3 "Unrecognised Biometric"** (CC event) | The reader did not recognise the fingerprint (visible in MBTB logs). A common cause is an MSO1300 enrolment **180° out** (enrolled but never recognised). Confirm Wiegand wiring by creating a **tamper event**: if it shows in Command Centre, the wiring is correct. See [Command Centre reports biometric mismatch error 3](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-morpho-morpho-biometric-mismatch-error-3-in-command-centre-troubleshooting.md). | | **"Failed to derive the biometric master and read keys from the site key"** (card encoding) | Install redistributables **vc10, vc12, vc14** (from `Utilities\Morpho\Microsoft Redistributables`) on **both the server and the workstation**, restart Command Centre services, then retry. See [Card encoding fails with a biometric master-key error](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-morpho-morpho-card-encoding-error-failed-to-derive-the-biometric-master-keys.md). | | **MBTB sections greyed out** (Transaction Logs, Manage Configuration Keys, Controller Feedback, Event config, Wiegand, Files Management) | The reader must be in **on-demand security**. Connect with **TLS Configuration = None** (Factory leaves them greyed out). See [MBTB sections are unavailable](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-morpho-unable-to-use-transaction-logs-and-manage-configuration-keys-in-mbtb.md). | | **"Invalid Binary File"** (firmware upgrade in MBTB) | The MBTB version is too old (found on v8.20). Upgrade to the latest MBTB. See [MBTB reports "Invalid Binary File"](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-mbtb-invalid-binary-file.md). | | **Reader stays offline after the 11-10-2022 firmware release** (connection issues) | The firmware enforces secure communication. See [IDEMIA reader cannot connect after the October 2022 firmware update](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-morpho-firmware-11-10-2022-release-connection-issues.md). | | **"An Unknown device has been connected"** (Status and Overrides) | Command Centre (v7.80+) got a part number not in its supported list. Check the Supported Morpho Readers list and the Command Centre version. Details are in the section below. | | **Unusual-length Wiegand data or unknown card type** | A long cable run between the reader and URI. Shorten the run. | | **MorphoWave SP cards not working on v8.70** (fixed in v8.80) | Set `ucc.biometric_auth_rule` from 1 to 0 in MBTB. The steps are in the section below. | | **Reader pings but will not update template** | Restart the Command Centre Service to read the reader's real status. | | **CC Service spawning threads or high memory**; system slow, CPU at 100% | An offline-but-configured Morpho reader makes Command Centre spawn tracking threads. Restarting clears memory but it recurs while offline, so **zero out the offline reader's IP**. Other fixes are in [IDEMIA reader common questions](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-frequently-asked-questions.md). | | **Morpho reader rebooting for no apparent reason** | A corrupt template in the system. The split-the-cardholders procedure is in [IDEMIA reader common questions](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-frequently-asked-questions.md). | | **Cannot ping the reader on the live network** | **PoE is on** for that switch port. Morpho readers must not be powered from PoE and DC at the same time. Turn PoE off. | | **"Unable to set the license / \[ID] must correspond to one of the connected device"** | Wrong licence for the reader, or the licence exceeds the model's template size. | | **Antivirus flags Morpho files as virus or Trojan** | A known **false detection** per the manufacturer. The files must be allowed to install. See [Antivirus software flags IDEMIA files](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/troubleshoot/idemia-morpho-antivirus-warnings.md). | ### Factory reset **From the terminal menu** (**System Menu → Terminal Settings → Set Factory Default**): 1. Select **Set Factory Default**. 2. Select the parameters to reset and set them **ON**. Parameters marked ON are reset. 3. Press the check button to move to the next screen. 4. Select the check button to confirm resetting the selected parameters to factory defaults. **Hardware (firmware ≥ 4.6.1):** the reader firmware must be version 4.6.1 or higher. 1. Power off the terminal. 2. Detach the terminal from the wall. The device must be in tamper. 3. Access the terminal's external pins and connect **GPO\_0 to WIEGAND\_IN0** and **GPI\_1 to WIEGAND\_OUT1**. 4. Power on the terminal. 5. After power-on, the terminal resets to its factory settings. This factory resets to the default IP **192.168.1.10**. The wire colours for these pins are on [Configure IDEMIA readers over OSDP](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/configure/idemia-readers-idemia-morpho-osdp.md). ### Firmware upgrade {% hint style="danger" %} **Never downgrade the firmware of a Morpho reader**, even for an older site. Older firmware can make the reader completely unusable, and it may have to be sent back to Morpho for repair. {% endhint %} **Upgrade path (Sigma Lite / Lite+):** **3.3.1 → 4.3.2 → 4.5.x → 4.9.4.** **Stuck upgrade:** older firmware reboots into programming mode. If it does not reboot cleanly, it hangs in that mode. 1. Check that you can ping the device, then continue. 2. Using **MBTB 4.4.7**, enter the IP address and follow the firmware upgrade process. You must use this version, because newer versions dropped this feature. 3. Upgrade the firmware. ### An Unknown device has been connected The message "An Unknown device has been connected" appears in the **Status and Overrides** tab of the Morpho device after you add a reader. It appears when a Morpho device that Command Centre is not aware of is connected to the Command Centre network. The Command Centre server sends an identity request to the reader, and the reader responds with a part number that is not in Command Centre's supported list. This check started in **v7.80**. Any part number that is not in the list for your Command Centre version raises this message. The list is on [IDEMIA reader compatibility and specifications](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-readers-supported-morpho-readers.md). ### Unusual-length Wiegand data or unknown card type This has been seen with long cable runs between the Morpho reader and the URI. The Gallagher Wiegand interface is robust with most third-party hardware, but Morpho readers react differently to longer cable runs to the Gallagher Wiegand device. Reducing the cable distance can resolve it. ### MorphoWave SP cards not working on v8.70 On v8.70, a MorphoWave SP needs a configuration change to read cards. This is fixed in v8.80. 1. In MBTB, go to **Device Settings → Manage Configuration Keys**. 2. Select `ucc.biometric_auth_rule` and change it from **1** to **0**. 3. Click the green tick. 4. Confirm that cards can now be read on the device. ### Copied OSDP Morpho reader changes the original A Morpho reader configured to connect to a controller over **OSDP** can be copied, like a Wiegand-connected reader. Because the protocols differ significantly, **editing the duplicate also alters the original reader.** There is no workaround other than creating the reader manually or using the **Bulk Config Tool**. An example of the issue: 1. Copy and paste an existing reader. 2. Change the settings in the pasted reader. For example, change the name to `sigmal11`, the address number to `8`, and the IP address to `1.1.1.9`. 3. Apply the changes. The original reader also changes its settings. More answers to related, frequently asked questions: [IDEMIA reader common questions](/knowledge-hub/products/integrations/third-party-readers/idemia-morpho/reference/idemia-morpho-frequently-asked-questions.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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