What to do if the System ID and Passwords are Unknown

Summary

For security, stations and adaptors can only be initialized through the IXG Support Tool using the program file the system was created with, or a new program file using identical ID and passwords already in use. For the new file method, the stations also need to be correctly associated in that new program file to then be initialized.  

If the ID and passwords are unknown, and the original program file is unavailable, there are limited ways to recover them. 

Solution

If the system includes an IXG-2C7 tenant station, there is a way to view the current ID and password on the unit. This is not listed here for security reasons. Please contact tech support at 1-800-692-0200 for assistance.

IXG Series systems without an IXG-2C7 are limited in their abilities to recover the ID and password. IXG-DM7-HID, IXG-MK, and IXGW-GW do not have the ability to display their ID and password on the screen. Each of these stations feature a “Reset” button that, when pressed and held for 5 seconds, will reset the ID and password to “admin”. Once this is done, the stations can be re-associated in a new program file, fully initialized using Support Tool to then be re-programmed and uploaded. This reset does NOT default the station to factory settings, only the ID and password. 

1. While powered on, hold the reset button for 5 seconds until the status LED flashes orange. The ID and password default to admin/admin. 
2. Create a new, temporary system programming and set the ID and password for each one of these stations to admin/admin. 
3. Associate the stations.
4. Initialize these stations using admin/admin.
5. Reprogram all stations.

Due to the secure steps required to remedy the loss of a system’s configuration file and the system ID and password, it is critical that the system ID and password and the system configuration file, are saved somewhere secure and accessible by multiple invested parties. Reference the IXG Quick Start Guide for more information on exporting and saving a system’s configuration file. 

What could cause the station(s) not to be found by the Station Search function when programming?  

• Stations are not connected to the network, or are not receiving power., or stations are still booting up.
• WiFi/ Bluetooth adaptors enabled and are the preferred method of the broadcast search instead of the LAN connection.
• IX: Disable all other adaptors during the programming phase.
• IXG: Go to File > IXG Support Tool Settings and select the correct NIC in the drop-down.
• Windows Defender, local antivirus, or network firewall preventing the broadcast (Port 8700).
• PC and stations are on connected to multiple different network segments, VLANs, and/or routers and network broadcasts have not been enabled across them. (port 8700, UDP) .