KNOWLEDGE BASE

The following is a list of most popular questions and answers for users who have technical questions or issues with their i.d. mate:

 

What kind of headphone/earphone should I use with my i.d. mate?

Both the i.d. mate OMNI and Summit have a standard 2.5mm audio and microphone combination jack. Most cell phone earbuds will work. Both i.d. mate Quest and Galaxy require a standard 3.5mm audio and microphone combination jack, and support the BlueAnt Q2 & Q3 Bluetooth headsets.

 

How do I know if I’m using the right charging adapter with my i.d. mate?

The adapter shipped with each OMNI has 3 small tactile bumps lined up on the face of the adapter near the pronged end. The Summit has 1 small tactile bump. The Quest power adapter has 1 small tactile bump. The Galaxy uses a USB cable along with an AC adapter. There is also a barcode label on each of these adapters that can be scanned with the i.d mate to identify them.

The specs on the adapters are as follows:

i.d. mate OMNI

  • Input Power: 100-120V 50/60Hz 0.3A

  • Output Power: DC 9V 1.2A

  • Polarity: Negative
     

i.d. mate Summit

  • Input Power: 100-240V~1.0A, 50/60Hz

  • Output Power: DC 5V, 2A

  • Polarity: Negative
     

i.d. mate Quest

  • Input Power: 100-240V~1.0A, 50/60Hz

  • Output Power: DC 5V, 2A

  • Polarity: Negative
     

i.d. mate Galaxy

  • USB Cable & AC Adapter

  • Input Power: 100-240V~0.3A, 50/60Hz

  • Output Power: DC 5V, 2A

 

How often does a new product database come out?

Barcode database updates will become available twice a year: Spring and Fall. To be contacted when a new product database is released, please contact Sharla through our contact page or by calling toll-free 1-800-890-1180. She will need to know your name and the method by which you would prefer to be contacted: by phone or by email (and the relevant information to do so).

 

I believe I’ve come across incorrect information in the product database for a barcode I’ve scanned. What should I do?

The barcode database is constantly being updated and we try to provide the most accurate information as possible. Our database consists of database networks, contributions from local and national chain retailers and our clients. One of the most common problems is when different items share the same barcode number.

You can help us correct this one of three ways:

  1. i.d. mate Quest and Galaxy users can use the Share Scanned Barcodes feature. Connect to a wireless network and enable Share Scanned Barcodes in the System Mode. By default, this feature is turned off. Once enabled, scan the item again in ID Mode and create a voice recording with the correct information. After you make the recording, you will be prompted to share the recording to En-Vision America. Once we receive this recording, we will listen to your recording and make the necessary changes to the database file for future updates.
     

  2. If you call us at 1-800-890-1180, you can inform us of the wrong entry. You will then need to provide us with the product barcode number and what the item should it be. To find out the barcode number, enable Barcode Number Mode in System Mode and scan the item again in Barcode Number Mode.
     

  3. Get in contact with the store management and see if they can contact us so they can provide their database information to us

 

How can I learn more about i.d. mate’s features?

 

How do I control playback of my scans, music and memos?

This feature is only for i.d. mate Quest and i.d. mate Galaxy. You can pause the playback of information by pressing the SELECT button which toggles Rewind and Fast Forward, using the PREVIOUS and NEXT buttons accordingly. Each time you press NEXT or PREVIOUS affects how many seconds you change. For example, if you press PREVIOUS six times, you rewind about six seconds.

 

What are the differences between Quest and Galaxy?

There are a number of differences between the i.d. mate Quest and i.d. mate Galaxy.

  • The Quest retains the cowbell look from the Summit line whereas the Galaxy has a new, more ergonomic “wand” design.
     

  • The Quest power adapter has 1 small tactile bump. The Galaxy uses a USB cable along with an AC adapter. There is also a barcode label on each of these adapters that can be scanned with the i.d mate to identify them.
     

  • The Quest supports manually connecting to a single Wi-Fi network but the Galaxy supports automatic connectivity to multiple networks seamlessly.
     

  • The Galaxy also has a larger window for improved scanning range.
     

  • The Micro SD card is also more accessible through the Galaxy since you can access it at the handle. To access the microSD card of a Quest, you need to remove the rubber sleeve and access it on the side of the device.
     

  • The Galaxy streamlines charging and syncing through the Mini-USB port whereas the Quest has a dedicated AC Adapter to charge and a separate Mini-USB port to sync data.
     

  • Wi-Fi Hotspot connectivity is limited to Android phones for the Quest whereas the Galaxy can utilize Android and iOS / iPhone Hotspot connectivity.
     

  • Galaxy has twice the battery capacity compared to Quest.
     

  • Galaxy added an Online Price Check Mode.

Why doesn't my Quest or Galaxy battery charge to 100%?

 

Sometimes charging and recharging your device may naturally cause the operating system not to read the battery properly. You can re-calibrate the battery by going to System > Factory Settings, which can be accessed through toggling through the mode button. Before you initiate the factory reset, you will need to unplug the power adapter. If this doesn’t correct the problem, contact Technical Support at 800-890-1180.

 

Why am I unable to connect my Quest or Galaxy to my Wi-Fi network?

The i.d. mate Quest and i.d. mate Galaxy are designed to connect to a wireless network and save each configuration as long as the network is within range. If you try to connect to a previously connected network but are unable to, due to a weak or non-existent signal, the device resets the Wi-Fi configuration file and you will need to reconnect and re-input your password again.

If a connection is intermittent, you can troubleshoot the following:

  1. Power-Cycle your Networking Equipment.

    a.) Disconnect the power source to your networking equipment from 30 seconds to 1 minute. This allows the equipment to restart and re-sync your network.

    b.) After reconnecting the power to your networking devices, wait 2-3 minutes to allow your network devices to complete re-sync.

    c.) In Quest or Galaxy, go into your System > Wireless Settings > Wi-Fi Settings to locate your network and try to connect.
     

  2. Factory Reset Settings

    a.) In Quest only, a factory reset not only reverts system settings back to factory defaults but it will also clear and restart the Wi-Fi functionality. Go to System > Factory Reset Settings Mode.
     

  3. Reset Wi-Fi Settings

    a.) In Galaxy only, resetting your Wi-Fi settings will clear your Wi-Fi configuration file of its existing data. This is particularly useful if you’ve recently changed equipment and have retained the network name or SSiD on your wireless networks. Go to System > Wireless Settings > Wi-Fi Settings > Reset Wi-Fi.

If you are still unable to connect, please contact our technical support team by calling 800-890-1180.

 

Why won’t my Quest or Galaxy start?

If your device will not start, try plugging in the Quest or Galaxy to an electrical outlet with the USB cable and/or AC Adapter and hold down the power button for 7 seconds. This will enable the hard reset function, which will cause it to boot up the system upon release.

 

If this does not work, please call Technical Support at 800-890-1180.

 

How do I upload my MP3’s to my Quest or Galaxy?

This functionality is only available to i.d. mate Quest or i.d. mate Galaxy users. After turning your device on and connecting the USB cable to your computer, you will need to open the Music folder and create and name a new folder to hold the MP3 files. The name of the folder typically would be the album name, artist name or genre. Once the copy procedure is complete, safely disconnect or “Eject” from your computer and restart your device. Go to MP3 Player Mode and select the folder you just created. Enjoy!

How do I get pricing information?

 

This mode is only available in the i.d. mate Galaxy while connected to a wireless network. Go to System Mode and you can enable Online Price Check Mode. Once enabled, press the MODE button to Online Price Check Mode and scan a barcode. You will hear several beeps signifying that your device is checking online.

What is the maximum recording time my Micro SD card can hold?

 

Your i.d. mate Quest or Galaxy 8 gigabyte card can hold approximately 110 hours of voice recordings.

 

Why won’t my Omni batteries hold a charge?

The two most likely possibilities are A) the batteries haven’t been charged enough and may simply need to be put through one or more extra charging cycles, or B) the energy-storing chemicals in the batteries have degraded due to age, or use, or a combination of both, and the battery pack needs to be replaced.

First, make sure you are familiar with the unit’s ability to tell you the battery charge level. You can check this by following these steps:

  1. Make sure the charging adapter is not plugged into the unit, as it will cause the unit to report an inaccurately high number.
     

  2. Turn the unit on.
     

  3. From ID Mode and while the scanner motor is running, press and release the Mode and Erase buttons.
     

  4. The number given will likely be somewhere between 105 and about 140.
     

  5. Note: Warning messages begin in the low to mid 110’s.
     

  6. Note: Wait about a minute or so after unplugging a unit from the charging adapter to check the battery level. This will provide a more accurate reading.

Understanding the charging process will help you achieve a full charge before using the unit. When the unit is plugged in, it will automatically stop charging for one of two reasons, whichever comes first, to protect from over-charging:

  1. After 2 hours, the unit automatically stops charging.
     

  2. The unit also monitors how much energy the batteries are accepting, and when this amount levels off to a certain point, the unit stops charging.

It is best to charge your batteries when they are within a range of about 115 to 120. And depending on their age, you may need to put the unit through more than one charging cycle to get to a full charge. To start a new charging cycle, simply unplug your i.d. mate from the charging adapter and plug it back in. A full charge is considered to be in the mid to high 130’s.

 

How large (storage-wise) of a flash card can I use in my i.d. mate?

The i.d. mate II, i.d. mate OMNI and i.d. mate Summit can only access up to the first 2 gigabytes on its memory card. A larger capacity card can be used, but only the first 2 gigabytes of storage space will ultimately be usable. The i.d. mate II and the i.d. mate OMNI use a Compact Flash card, and the i.d. mate Summit uses an SD card. The i.d. mate Quest and i.d. mate Galaxy use an 8 gigabyte Micro SD card and can be upgraded to 32 gigabytes.

Please note: Flash cards need to be formatted correctly and have the proper files and folders in order to work. Please contact our technical support team for more information, 800-890-1180.

What is the proper way to insert the flash card into an OMNI?

 

Along one of the long edges of the CompactFlash card there are 40 tiny holes where the communication pins inside the card slot plug in. The flash card shipped with every OMNI has a small tactile bump placed on the face of the card near the opposite long edge (i.e., the trailing edge). Insert the flash card with the holed edge in, and the tactile bump facing away from the OMNI’s keypad.

When the card is inserted correctly, it should enter the card slot with very little pressure, then stop when it is flush with the side of the OMNI. Apply a little extra pressure (say, enough to press a thumbtack into a corkboard) and the card should seat the rest of the way (about one eighth inch) and stop.
 

If your flash card does not have the tactile bump, feel along the non-holed long edge for a small lip. When inserting the card, this lip should be facing in the same direction as the keypad.

 

How does a V3 OMNI differ from previous versions?

In the fall of 2008, En-Vision America was pleasantly surprised to receive an influx of product data that doubled the size of the database file. This caused the OMNI serious response-time issues, however, and the unit’s firmware and database had to undergo serious modification to accommodate the growth. As a result, the combination of the new V3 firmware and database, there was an upgrade to a new version. 

Need to find an En-Vision America Dealer? With our Worldwide Dealer Network, you will receive onsite, local services such as demonstration, technical support and product training for i.d. mate.

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