---
title: "Resolution"
slug: "sentry-print-problems-with-card-login-on-ricoh-im-c-devices"
tags: ["Blueprint", "problems", "card", "login", "sentry"]
updated: 2024-04-23T18:45:20Z
published: 2024-04-23T18:45:20Z
canonical: "kb.pharos.com/sentry-print-problems-with-card-login-on-ricoh-im-c-devices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.pharos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sentry Print: Problems with Card Login on Ricoh IM C Devices

## Problem

When attempting to use an ID card to log into a Sentry Print-controlled Ricoh "IM" device (like an IM C3500 or IM C6000), the login attempt fails; the action times out. However, using user/password authentication works just fine.

## Cause

### Invalid Device Settings

If the terminal for the device was present on the Analyst server prior to securing the device, there is a possibility that there is a difference between what is expected for the device and what is actually present. At launch, the device-side software requests its configuration information. The server-side software catches this invalid data and quashes the request. Because the configuration is not downloaded, the device software cannot launch, causing the visual symptom described above.

---

## **Resolution**

This usually happens because an existing Terminal is present for the device in Blueprint prior to attempting to secure the device. As part of the securing process, Sentry Print will create a terminal record that is appropriately configured (use the Secure Release Server default settings to set the Print Group and authentication script for the terminals) for the device.

**Resolution: If a terminal was already present when the device was secured:**

1. Unsecure the device.
2. Launch the Blueprint Administrator application on the Analyst and delete the terminal record.
3. Within the Analyst's Blueprint Administrator, clear replicated data on the device's parent server.
4. Launch the Blueprint Administrator application on the device's parent server.
5. Clear replicated data on the parent server.
6. Resecure the device.

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