If anyone asks you about this again the solution is simple. The person needs to go into their Infistar config file and either disable the IDD Whitelist by changing
/* Use IDD White-List ? */ UDW = "true";
to
/* Use IDD White-List ? */ UDW = "false";
or...
add the IDD for AMS to the IDDs Whitelist. I don't know the IDD offhand.