Frequently Asked Questions

We have an older INFINIAS/Intelli-M version (e.g. 4.3, 4.5, 6.7) and want to upgrade to a newer version. What is required, and can I keep my existing hardware?

Answer: The INFINIAS software can be updated to our latest version from previous versions 4.0 and up. In most cases, you can keep your existing door controllers, and you can keep your existing server if it meets the minimum requirements listed in our User Guide. You also have the option to migrate to INFINIAS Cloud for automatic software updates and no longer need to maintain a physical server. Always back up your SQL database before updates.

Contact your certified dealer (or 3xLOGIC) at [email protected] for more information about INFINIAS Cloud, server migration, and software update guides.

We have an onsite INFINIAS server with SQL (SQL 2008, 2014, etc.) and want to eliminate the need for server maintenance. Can we move to INFINIAS Cloud?

Answer: Yes. You can export your user database and import it to INFINIAS Cloud, and you can keep your door controllers that are cloud-compatible (eIDC32, with firmware version 3.4.20 or higher). Contact Sales or Support to confirm hardware readiness and set up a Cloud account.

The previous administrator left without sharing login credentials. I’m locked out of INFINIAS/Intelli-M Access. How do I reset my password or regain admin rights? 

Answer: Please contact your dealer or 3xLOGIC Technical Support. You will need proof of ownership. In some cases, Support can assist with resetting the local admin account.

I clicked “Forgot Password” and never received a reset email. How can I proceed? 

Answer: First, check your spam or junk folder. If you have an on-prem system, make sure your system’s email settings (SMTP) are correct. If you still do not receive an email, contact 3xLOGIC Support to verify that your user account email is accurate and that your mail server is not blocking the message.

Which INFINIAS controller firmware versions are available, and how do I know what I need?

Answer: Firmware can vary by controller model (eIDC32, EIDC). The latest firmware is posted on the 3xLOGIC website. If you are unsure which version you need, have your controller’s serial number ready when you contact 3xLOGIC Sales Support at [email protected].

Can my eIDC32 power a maglock?

Answer: The controller can provide 12VDC at 450 mA. Anything requiring more than that will need an external power supply for the lock. The controller can support a 30VDC 5A power supply wired to the relay.

We suspect we have a defective eIDC32 (doors not responding, no power, etc.). How do we request an RMA?

Answer: Contact 3xLOGIC Tech Support at [email protected] or your distributor to open a support ticket. Provide the controller’s serial number, date of purchase, and the troubleshooting steps you have tried so far.

How do I bulk import user badges/cards into INFINIAS?

Answer: You can import a CSV file via the Import Utility tool that is installed with your INFINIAS software on the server. If you are on INFINIAS Cloud, send our support team your CSV file and we can import it for you. Required fields are First name, Last name, Site code, and Card code.

Our key fobs/cards no longer open the door. How do we fix it?

Answer: Possible causes include:

• The eIDC controller has no electrical power.
• A schedule change has been made for the access group the card is in.
• There is a physical hardware or lock issue.
• The door needs a manual update pushed through the software

Can we use our 3xLOGIC key cards/fobs for time and attendance?

Answer: INFINIAS does not offer a built-in timeclock feature, but you may be able to integrate with third-party solutions or use a custom INFINIAS report to track badge in/out times.

Is it possible to set up holiday schedules or yearly calendars in INFINIAS so the doors unlock for special events?

Answer: Yes. You can add custom holiday set dates/times to a schedule using our built-in calendar, or you can use our integration with Google Calendar or Microsoft O365 to create exception schedules.

How do I run a card swipe history or access report for a particular user or door?

Answer: You can use our Event History feature on the Events tab to find and filter specific data you are looking for with the option to export it to a CSV file or you can go to the Reports tab to find a match for your needs.

We want a custom badge design (theme). Is this possible?

Answer: Yes. You can upload your own logo/images and change text fields. Advanced customizations require Microsoft Report Builder. Check with your sales representative to get a quote for custom badge creation.

How do I set up the INFINIAS mobile app to lock/unlock doors from my phone?

Answer: You can use the Mobile credential app to give access to users to unlock a door without the need for a badge. A license is required for each device that will be using this feature. Contact your sales representative for more information.

In addition, the Site Access app can also be used to provide some remote functionality for users who have access to log into the INFINIAS application.

We want a muster solution for fire/evac or severe weather. Does INFINIAS support muster reporting?

Answer: Yes. In INFINIAS, if you have in/out readers you can navigate to the Muster tab on the Events page to see a list of badges that are in the building.

Can I integrate INFINIAS with Microsoft or Google Calendar to unlock doors for meetings?

Answer: Yes. With INFINIAS Cloud, or the INFINIAS Professional or Corporate license you will have access to integrate Google or Microsoft calendars. See our user guides for configuration steps.

After upgrading our Windows operating system, the INFINIAS/Intelli-M Access page no longer loads at http://localhost/IntelliM. What do we do?

Answer: Ensure that the INFINIAS services are running (check Windows Services), check Message Queuing, Message Queuing Triggers, and SQL Server services. Contact the 3xLOGIC Sales Support team at [email protected] if further assistance is needed.

I just installed VIGIL Client on Windows 11, but all camera feeds show up as red squares. How do I fix this? 

Answer: Make sure your video card drivers are up to date and that DirectX/OpenGL are enabled. In some cases, you may need to ensure that “Force Video Surfaces in System Memory” is enabled (under Settings → Hardware). If that fails, uninstall/reinstall or try version compatibility checks. 

What ports does VIGIL Client use to communicate with VIGIL Server or 3xLOGIC Cloud? 

Answer: Typically, VIGIL Client uses ports 22801-22810 (Direct) or port 443 (Relay Connection), however these can vary based on configuration. Check your server's network config or firewall rules. 

Are VIGIL recorders (e.g. V250) NDAA compliant? 

Answer: 3xLOGIC’s VIGIL cameras and recorders are designed to be NDAA-compliant. Contact your sales rep or consult our NDAA documentation for model-specific compliance statements. 

I don’t remember my admin password for our VIGIL NVR or Client login. How can I reset it? 

Answer: For an NVR, you typically need to contact Tech Support at [email protected] for a secure password reset procedure. For VIGIL Client, you can reset credentials if you have another admin account or by contacting 3xLOGIC with proof of ownership. 

I got a new phone and can’t log into the View Lite II or VIGIL mobile app. How do I fix this? 

Answer: Ensure you’re entering the correct username/password, server IP/domain/VIGIL Connect alias, and ports. If you forgot your credentials, reset them in VIGIL Server or contact your administrator. 

I need to retrieve a video clip (in .mpj format) and convert it to .mp4 for the police/court. How do I do that? 

Answer: Use VIGIL Client’s built-in export tool to convert .mpj to an open-standard format (e.g. MP4 or AVI). If you have trouble, install the VIGIL Codec or use the standalone DV Player from 3xLOGIC. 

Our system no longer retains video for as long as it used to. Where do I check the storage retention settings? 

Answer: In VIGIL Server, open Setup → Recording → Storage. There, you can set day/hour retention or maximum disk usage thresholds per camera. If you’re not seeing these options, verify you have the right administrative privileges in the VIGIL software. 

We use Macs. Is there a Mac-compatible VIGIL Client? 

Answer: 3xLOGIC offers VIGIL Client Lite for macOS, but it has limited functionality compared to Windows. For full VIGIL Client features, using a Windows environment (physical or virtual) is recommended. Alternatively, you can access video via a web browser if your NVR supports it. 

Can VIGIL run in a virtual environment (e.g., Citrix, VMware)?

 
Answer: Many customers successfully use VIGIL Client or Server in virtualized Windows environments. Official support varies by version. Check with 3xLOGIC and your virtualization vendor for best practices. 

Can we become a direct 3xLOGIC dealer and purchase hardware/software directly with a credit card? 

Answer: 3xLOGIC primarily sells through authorized distribution partners. If you are an integrator or reseller, contact [email protected] or your local sales representative about becoming an authorized dealer.

We show a 3xLOGIC door controller on our network that identifies itself as Hikvision. For NDAA compliance, do we need to remove it? 

Answer: The INFINIAS eIDC32 hardware is 3xLOGIC-branded and NDAA compliant. Some networking tools may generically read the chipset as Hikvision. Official 3xLOGIC documentation (available upon request) certifies NDAA compliance. If you have deeper concerns, please reach out to the 3xLOGIC Sales Support team at [email protected].

Where can I find technical documentation for Intelli-M Access, VIGIL, or the APIs? 

Answer: Many user guides and API references are available through the 3xLOGIC Partner Portal. If you need SDK access for VIGIL, check the 3xLOGIC SDK page or request from Support. 

Does 3xLOGIC offer a RESTful API for INFINIAS or only an SDK? 

Answer: INFINIAS Intelli-M Access has a SOAP-based web service interface and also offers newer REST endpoints in certain versions. VIGIL offers an SDK rather than a pure REST API. Contact our dev team or check the Partner Portal for the latest integration documentation. 

How do I reach 3xLOGIC Tech Support if I’m not a certified dealer? 

Answer: End users typically work through their installers or integrators for first-level support. If your original installer is unavailable, you can contact 3xLOGIC directly at [email protected] with your product registration details to help get you connected to a local 3xLOGIC partner.

We want to schedule onsite service or find a local installer/integrator. Where do we go?

 
Answer: Contact our 3xLOGIC Sales team at [email protected] to get connected to a local installer.