Technical Support Questions?
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Get quick answers to common questions about 3xLOGIC products, software, installation, support, and cloud migration options.
A collection of answers covering access control setup and management, including installation, upgrades, hardware, credentials, scheduling, mobile administration, and common system errors.
Question: 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.
If you would like more additional information about migrating to INFINIAS CLOUD please reach out to our sales team at sales@3xlogic.com or if you need additional assistance with your software upgrade, please contact your dealer.
Question: 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 if you don’t know who your dealer is please reach out to sales (sales@3xlogic.com) so they can locate a dealer in your area.
Question: I clicked “Forgot Password” and never received a reset email. How can I proceed?
Answer: First, check your spam or junk folder. If you still do not receive an email, contact 3xLOGIC Support to verify that your user account email is accurate.
Question: Which INFINIAS controller firmware versions are available, and how do I know what I need?
Answer: The latest firmware for eIDC32 is posted on the 3xLOGIC website. Firmware for the original EIDC controllers is no longer available. If you are unsure which firmware you need, have your controller’s serial number ready when contacting 3xLOGIC Technical Support at helpdesk@3xlogic.com.
Question: 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.
Question: We suspect we have a defective eIDC32 (doors not responding, no power, etc.). How do we request an RMA?
Answer: Contact your dealer for assistance in troubleshooting and they will contact 3xLOGIC Support if an RMA is needed. If you obtained your controller through a distributor, you may contact support directly at helpdesk@3xlogic.com for RMA assistance. Provide the controller’s serial number, date of purchase, and the troubleshooting steps you have tried so far.
Question: 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.
Question: Our key fobs/cards no longer open the door. How do we fix it?
Answer: Possible causes include:
Question: 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.
Question: 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.
Question: 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.
Question: 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.
Question: 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.
Question: 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.
Question: 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.
Question: 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. You can reach out to support (helpdesk@3xlogic.com) for additional documentation that might resolve your issue. If the issue still persists then you will need to contact your dealer.
Support topics focused on video management, such as NVR setup, operating system compatibility, account access, video viewing and exporting, and guidance for VIGIL Client, Server, and NVR systems.
All new 3xLOGIC VIGIL NVRs now ship with Windows 11 pre-installed. This aligns VIGIL with Microsoft’s current and long-term Windows support lifecycle, helping customers meet IT, security, and compliance requirements while maintaining the same VIGIL performance and user experience. Systems are future-ready through 2034, with no forced operating system upgrades required.
Microsoft has announced that they will stop releasing security and reliability updates Windows 10 Enterprise LTSB 2016 (1607) on October 13, 2026. This operating system was used on certain VIGIL VMS servers produced between late 2018 and January 2020.
ONVIF has announced that Profile S support will end on March 31, 2027. They recommend adopting Profile T as the replacement, which includes all Profile S features plus advanced capabilities.
Question: 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.
Question: 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.
Question: 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.
Question: I don’t remember my admin password for our VIGIL NVR or Client login. How can I reset it?
Answer: In instances where an admin password is forgotten, you will need to reach out to your local dealer. If you are uncertain who your dealer is you may contact sales or support with your system serial number and we can provide that dealer information to you.
Question: 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.
Question: 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.
Question: 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.
Question: 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.
Question: 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.
General FAQs addressing dealer information, purchasing options, NDAA compliance, documentation, API/SDK resources, and overall troubleshooting or support needs.
Question: 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 sales@3xlogic.com or your local sales representative about becoming an authorized dealer.
Question: 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 sales@3xlogic.com.
Question: 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. You will need to contact sales for additional assistance and access to INFINIAS APIs.
Question: 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.
Question: 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 sales@3xlogic.com with your product registration details to help get you connected to a local 3xLOGIC partner.
We also offer certification training for individuals that must support a 3xLOGIC product as part of their job.
Certification training can be obtained at: https://go.bluevolt.com/SPSAcademy/s/categorydetail/27087/3xlogic
Certifications are good for 2 years and give you direct access to 3xLOGIC Technical Support.
Question: We want to schedule onsite service or find a local installer/integrator. Where do we go?
Answer: Contact our 3xLOGIC Sales team at sales@3xlogic.com to get connected to a local installer.
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