Our specialists will be glad to solve any problems with BS/2 or Wincor Nixdorf supported software. Support includes dealing with daily issues as well, as upgrades, updates, hot-fixes, etc. There are different levels of support available. You can choose the reaction time, availability of upgrades and updates according to your needs.
Facing problems during the installation, please contact your ATMeye.iQ vendor, or e-mail our technical support staff at: firstname.lastname@example.org.
Where can I find details of your support, prices, terms and conditions, etc?
If you have support requirement, please just contact us by phone or email and we’ll explain the details directly.
Which systems and applications do you currently offer software support for?
All BS/2 software.
Where can I get references of your support?
All references are available by contacting us.
Which version of MSSQL server does ATMeye.IQ support?
ATMeye.iQ does not support Microsoft SQL server, only Postgresql. ATMeye.iQ supports Oracle RDBMS.
Is it possible for your system to write video data to external media source: for example on a removable USB hard drive? Are there any restrictions on its capacity? If we need to replace USB hard drive, do we have to make any adjustments in the system?
Yes, it is possible to connect USB hard drive. If the new disk will have the same drive letter, you don’t have to change any adjustments.
Is it possible for your system to write video data to “mapped drive”?
System does not work with Map network disk. The last ATMeye Core version works with UNC remote share (for example: \\vk604w497\videoarchiv or \\192.168.17.69\videoarchiv)
We have installed ATMeye. iQ. We configured the system to download images and video of a particular ATM. Where will the downloaded files go?
All downloaded images are stored in database as binary data. In atmeye schema --> atmeyefiles table.
How to view the downloaded files?
You can view the downloaded images with .IQ CLient in ATMeye perspective.
When we click on the events, does .iQ client retrieve the file from the ATM?
Yes, all viewed images in .IQ Client are stored in the archive directory C:\BS2\iQClient\Pool.
Is there any parameter to enable ATMeye.IQ logs?
There is a registry key HKEY_LOCAL_MACHINE\Software\BS/2\ATMeye\Debug. Please set it to 1 and restart the ATM.
During the download by schedule are pictures moved completely? Or copies still can be found on ATM?
It depends how parameter DELETE_ON_DOWNLOAD is configured on ATM in C:\BS2\ATMiQTerminalAgents\ATMeye\ATMeyeCPConfiguration.properties file.
This parameter allows or disallows to delete files from ATM while downloading file from ATM. For example, by double clicking on event in client application. Values of this parameter can be true or false. If value is false, no file will be deleted.
Also there is a parameter resolving to delete the directory with photos with .IQ Client
This parameter allows or disallows to delete files from hard disk files. If value is false, no file will be deleted.
How can I know if the data is on the server’s database?
If the image is downloaded and saved in the database, an icon (photocamera) at the relevant event is clear. If the server didn’t download and didn’t save in the database, an icon (photocamera) stay cloudy.
What should I do if both services are started and telnet to the server on port 1099 goes through but the ATMs could not be seen on the two perspectives?
Try telnet to all ports from ATM to .IQ server.
telnet XXX.XXX.XXX.XXX 1099
telnet XXX.XXX.XXX.XXX 1098
telnet XXX.XXX.XXX.XXX 8093
telnet XXX.XXX.XXX.XXX 8080
XXX.XXX.XXX.XXX - .IQ server ip address.
All this ports must be opened on firewall on .IQ server to provide full-fledged communication with other system hosts. If some of described port are disabled, terminal Agent will not establish the connection with .IQ server(Application Server).