Support


*For any questions that don't get answered via this page, please feel free to Contact Us directly.
  • Video Demos

  • Tutorials

  • Frequently Asked Questions

    • General Topics
      • How can I contact you regarding {insert reason}?
        There are several ways you can contact someone at ebb:
        • Visit our Contact page and send us a message
        • Send us an email at Contact@ebbpass.com
        • Call us at 605-716-0090
        • Visit our respective lawns in the middle of the night and patiently throw pebbles at our bedroom windows, taking care not to wake the neighbors!
      • Can I demo your software before buying it?
        Yes. Please contact us for details.
      • Will your software work on {insert operating system} ?
        Our software currently supports 32-bit and 64-bit machines running Windows 7 through Windows 10 only! We may decide to support other OS architectures in the future, though there is nothing related in the current development pipeline.
      • Can your software be installed on our company's network?
        Absolutely! Our software supports stand-alone installation as well as installation on client-server architectures.
      • Does your software support Active Directory?
        Currently, we do NOT support Active Directory. It is definitely something we are considering in future development cycles.
      • How many computers am I allowed to install the software on with one software license?
        As many as you like! The software license that you purchase is mainly limited by two things:
        1. The subscription duration
        2. The number of users associated with that license
        For example, you might buy a software license for 5 users, each user being associated with a subscription lasting 1 year. You then install the software on, say, 25 different computers. As long as there aren't more than 5 users registered in the the ebbPass software and a year hasn't elapsed from the time of purchase, the software can be utilized on all 25 computers.

        Both the subscription duration and the number of users associated with a license are chosen at the time of purchase and can be modified/extended in the future by you, the customer.
      • How are you storing and securing user data?
        ALL user data (biometric templates, credentials, personal info, etc.) is stored locally on the computer that ebbPass is installed on. In the case of a client-server installation, the data is stored on the server machine. We use industry standard AES encryption for sensitive data and NEVER transmit that data outside of your local network.
      • Can ebbPass integrate with our {insert software product}?
        Probably! If you have an idea for how ebbPass might add value to your software product, Contact Us to set up a conversation. We are more than happy to consider custom intregrations and white labeling for the right products!
    • Installation + Initial Setup
      • When should I plug in my EikonTouch510 scanner?
        For best results, wait until the installation prompts you to plug in your EikonTouch510 scanner. If you plug it in before installation, there is a chance that some other process on your computer will take control of the scanner and not relinquish control of it when our software needs it.
      • What is the 'Create Admin Account' window for?
        Our software needs someone to be the local authority+manager (we call this person 'The Admin') whose responsibilities include, among other things, creating and editing user data, registering users' biometric data and managing device access through the creation and assignment of device credentials.
        Make sure the person chosen to be 'The Admin' is someone trustworthy and responsible! An IT department head or Office Manager are typical candidates for the role of Admin.
        After installation, other users can also be given Admin permissions if desired.
      • What is the 'Enter Windows Login' window for?
        This is meant to quickly facilitate the creation and assignment of a Windows account credential to The Admin user created during installation. This allows the Admin user to more quickly utilize the Ebb Logon Service functionality of our software.
        The username and password to be used here are the same you use to login to your user account on you Windows machine. If on a domain, be sure to include that in the 'Domain' field. Usually we will automatically populate this field for you to make your life easier!
    • Software Usage
      • What are 'Device Credentials'?
        Device credentials are how we refer to the username and password pair associated with a particular Windows® user account. In order for a user in the ebbPass system to log into a computer using a biometric, that user MUST be assigned valid device credentials associated with a user account on the machine in question. Device credentials can be registered, deleted, enabled, disabled and assigned to users in the Admin area of the ebbPass software.
  • Software Troubleshooting

    • Installation + Initial Setup
      • API Communication Error
        If you receive this error during installation, it generally means that something went wrong with the initial configuration of the request URIs for our services and/or API.
        These URIs can be re-configured by following these (relatively) simple steps:
        1. Navigate to your Start menu and type 'cmd'
        2. Right click on 'Command Prompt' and choose 'Run as Administrator'
        3. Using the Command Prompt, navigate to the ebbPass folder in your Program Files directory e.g. " >chdir C:\Program Files\ebbPass "
        4. Using the Command Prompt, run 'ebbPass.exe' with the parameters '-apiuri {api URI value}' and '-serviceuri {service URI value}'
        5. The api URI value will depend on the type of installation you performed. If you chose 'Install Everything' or 'Server Install', try the following syntax in the command prompt: >ebbPass.exe -apiuri http://localhost:55000/api/ -serviceuri http://localhost:55001/
          If you chose 'Client Install', instead of 'localhost' in the api URI value, use the name of the server e.g. >ebbPass.exe -apiuri http://NameOfServer:55000/api/ -serviceuri http://localhost:55001/
          The value for the service URI will always include 'localhost' as there is always a service running local on any installation of our software.
          Assuming that the port numbers in the URI values are available for use, the URIs should now be properly configured! Now try running ebbPass from the start menu.
    • Software Usage
      • I can't unlock my computer when I scan my finger. What's wrong?
        This issue is usually caused by one of three things:
        1. The user's credentials assigned to them for that particular Windows account are invalid (generally due to entering them incorrectly at time of credential creation.)
        2. The user didn't create and/or get assigned device credentials for the machine they are trying to authenticate into.
        3. The user didn't enroll the particular finger they scanned for authentication.
        If you have verified that none of the above reasons are the cause of your issue, please contact us for further assistance.
      • I changed my computer name and now I can't log into it with ebbPass. What's wrong?
        If you have recently changed your computer name, you will need to recreate and reassign device credentials for the user(s) that want to access the computer.
        Do so by following the instructions below:
        1. Navigate to the administrative portal of ebbPass. Click on 'Manager Device Credentials' in the menu at the top of the window.
        2. Click 'Create/Edit Device Credential'. In the credential list, choose the new computer name. Add a unique description for the credential. Add the username and password associated with the desired Windows account to be accessed when logging onto the computer. Click 'Save Credential'.
        3. Click 'Manage Team Members' in the menu at the top of the window. Expand the tile of the user that you need to reassign credentials to and click 'Device Access'.
        4. Click 'Assign Device Credentials'. In the Device List, choose the new computer name. In the Credential List, choose the credential with the description that you just created. Click 'Save Credentail'.
        5. Repeat steps 3-4 for as many users that need to be reassigned device credentials.

        You will now be able to use ebbPass to log into your computer once again. Oh joy!
  • Finger Scanning Tips & Tricks

    • Finger Placement <=> Template Quality
      There is a correlation to the reliability of your fingerprint template used for matching and your finger placement on the sensor at the time of enrollment. Hence, proper finger placement during registration is crucial for reliable use of your finger as a means of authentication into portions of our software.
      The following is a list of tips to employ when enrolling a finger to ensure that a reliable fingerprint template is created:
      • When placing your finger on the scanner, position it so that as much surface area of your fingerprint comes into contact with the scanner surface as possible. This ensures the resulting template will contain an ample number of interesting features to be used in the matching process during authentication requests.
      • Look at the fingerprints on your fingers. Like, REALLY look at them. Notice that some or all of you fingerprints generally have some type of whorl or arch roughly in the center of the tip your finger? When enrolling your finger, use these whorls or arches as a reference for proper finger placement on the scanner.
        Generally, a finger scan where this whorl or arch is centered on the scanner tend toward higher quality templates with respect to matching processes. When you scan your finger, try to get these whorls/arches centered on the scanner.
      • Our finger enrollment process requests that you save at least three scans of a particular finger when registering it for the first time. This is to help ensure you have a variety of templates to match against. As the exact placement of you finger on a scanner is likely to change slightly from scan to scan, this template variety becomes important to account for this varying finger placement. As such, when doing your initial three scans, try to vary your finger placement slightly between scans. Simply removing your finger and replacing on the scanner between scans will help facilitate this.
    • Condition of your fingerprint
      Not all fingerprints are created equal! Some prints are deep, detailed and pristine with continuous lines and grooves. Other prints might be worn smooth or heavily scarred from lots of use. Damaged prints can lead to issues during matching!
      To avoid these issues, be sure to enroll a few extra templates for fingers whose prints are degraded. This will increase the reliability of the finger during authentication. Remember, there is virtually no limit to the number of finger scans that can be associated to a user's particular finger so don't be shy in adding more than just the initial three.
    • Scan Test
      Have you noticed the 'Scan Test' menu item in the Admin area of the software? This allows users to quickly verify that a finger they enrolled is reliable enough for matching purposes.
      Simply choose that menu item, scan your finger as instructed on the screen and note the message that pops up with your match results. Any score over 250 is considered a match. Ideally you want a finger to score at least in the 350-450 range. We have seen scores as high as 1100! If a finger scores lower than what is ideal, consider adding more scans for that particular finger to help increase that score.
  • Service Blacklist

    The following services and antivirus programs have been known to cause issues in the behavior of our software. For best results, disable these services on your machine before installing ebb software and put our software in the whitelist of these antivirus programs:

    Services
    • Digital Persona
    • HP Authentication
    • Synaptics FP (service AND driver must be disabled)
    Antivirus Programs
    • Trend Micro AntiVirus