5.16 Requesting an update for a device

You can request an update for a device, either to update the device to the latest version of the credential profile used to issue it, or to reprovision it completely, using either the same credential profile or a different credential profile.

You can requests updates for issued contact smart cards, VSCs, mobile devices, and Windows Hello devices. You cannot request updates for your own device.

5.16.1 Requesting an update

To request an update for a device:

  1. Search for the device, and view its details.

    See section 5.1, Searching for a device.

    Alternatively, insert the device into a reader.

    See section 5.2, Reading a device.

    You can also view a device from any form that contains a link to the device.

    For example:

    • Click the item in the list on the DEVICES tab of the View Person form.
    • Click the link icon on the Device Serial Number field of the View Request form.

  2. Click the Request Update option in the button bar at the bottom of the screen.

    You may have to click the ... option to see any additional available actions.

    The Request Update screen appears:

  3. From the Credential Profile drop-down list, select the credential profile you want to use.

    The list defaults to the credential profile used to issue the device. You can update the device to the latest version of the credential profile, or re-issue the device using a different credential profile.

    Note: If you are using the current credential profile, you must have the Can Collect permission set up in the credential profile. If you are using a different credential profile, you must have the Can Request permission set up in the credential profile.

    Make sure you select a credential profile that matches the capabilities of the device you want to update; for example, if your device is a contact smart card, you cannot update to a credential profile that is both contact and contactless.

  4. From the Reason drop-down list, select one of the following options:

    • Reprovision all content on the device – this option erases and then writes the device content, re-encoding the device completely.

    • Apply latest updates – this option updates the device to the latest version of the specified credential profile; for example, you can add new certificates to an existing device using this option.

  5. Type any Notes on the request.

    You can provide further information on your reasons for requesting an update for the device. This information is stored in the audit record.

  6. Click SAVE.

Note: Creating a request cancels any previous requests of the same type; that is, creating an update request cancels any previous update requests, and creating a reprovision request cancels any previous reprovision requests.

If you have selected the same credential profile for an update, you do not need to approve the request, even if the credential profile has the Validate Issuance option set. However, if you change the credential profile to one that has the Validate Issuance option set, you must approve the request before you can collect it. See section 6.2, Approving, rejecting, and canceling requests.

You can collect the updates (both simple updates and reprovisions) using the Collect Updates option on the View Device screen. See section 5.14, Updating a device.

For mobile devices, MyID sends notifications to the device owner when the request is awaiting issue; see the Configuring SMS and email notifications for the MyID Operator Client section in the Mobile Identity Management guide for details.

5.16.2 Requesting updates for multiple devices

If you want to request updates for multiple devices, you can request the updates in a batch instead of requesting them one by one.

To request updates for multiple devices:

  1. Search for the devices you want to update.

    See section 5.1, Searching for a device.

  2. On the search results page, use the checkboxes to the left of the records to select one or more devices.

    Note: If you select one device, the process is the same as clicking the Request Update option in the button bar at the bottom of the View Device screen; MyID uses the batch process only if you select more than one device. See section 5.16.1, Requesting an update for details of requesting an update for a single device.

  3. From the Tools menu, select Request Update.

    The Request Update screen appears.

    Complete the details as for requesting an update for a single device; see section 5.16.1, Requesting an update.

  4. Click Save.

    The confirmation screen appears.

  5. Click Yes to proceed with the request, or No to go back to the list of devices.

    When you click Yes, the Batch Processing screen appears.

  6. The requests are processed. The table shows the status of each request:

    The request succeeded.
    The request failed. The Message column displays the reason for the failure; for example, the device may not be in the correct state to be updated.

  7. Click Close.