Tech Support

Frequently Asked Questions (FAQ’s)
If you have a question, chances are it'sbeen asked before. That's why we've assembled a database of the most frequently asked questions we get from customers. Oftentimes, your answer is only a click away.

Q: I cannot read my LCD screen because it is too dark / light. How can I adjust the screen?

A: Locate the "contrast dial" on top of the unit next to the adaptor input. Adjust the dial left or right depending on your preference. To maximize viewing in dark lit environments, we recommend adjusting the contrast scroll to increase contrast. Please contact a customer service representative if the problem still persists at 1-877-698-4243 or email us at partner@cardcom.com.

Q: How do I set the time and date?

A: 1) Hold down the SET button until you hear a beep or a black highlight flashes on the first field.

2) When the highlight is on the desired field, push the DATE button until desired number appears.

3) Continue to the next field by pressing the SET button.

Q: The unit reads ERR for some but not all Drivers License/Identification cards?

A: ERR appears if the ViAge is unable to recognize the formatting contained on the magnetic stripe of the DL/ID. This occurs if the magnetic stripe has been demagnetized or damaged. Also, in rare cases, ERR occurs if the encoded information registers but is unrecognizable by the ViAge. This situation requires closer visual examination of the DL/ID. (Note: if the ViAge "does not respond" or remains in the passive mode the ID should not be accepted, as it is a fake ID).

It is also recommended that the magnetic head be cleaned regularly with a cleaning card. To order a cleaning card, click here or call us toll free at 1-877-698-4243.

Q: How do I know when to receive an upgrade?

A: Our office will notify you of any anticipated changes in your state or neighboring states. The CAV-2000 must be sent to our service center for upgrades while the CAV-3000 can be upgraded remotely from your place of business. Please click here for upgrade fees and available upgrade plans.