Hi,
*IDN? is a standard command that instruct the device to return the ID string. The instrument returns a string with the manufacturer and model name of the instrument.
If you are able to scan for instruments, detect the device and the device responds to the *IDN? query, it means that the GPIB software and hardware are properly installed and working. You can right-click on the instrument icon in MAX and select "Communicate with instrument". When the communicator opens up, press query. This will send the *IDN? and you should see ID string of the instrument.
Another scenario is that the instrument is old and it is not 488.2 compliant. In this situation the device will be detected, but will not respond to the *IDN? query. In this ca
se the instrument is simply not detecting a valid command. You should look in the instrument's user manual and look for a valid command (somthing like ID?, for example). Open the communicator and try the new command. If this is the case, the board and software are also installed correctly.
Finally, It seems that you are using a third party hardware to control the instrument. That is, you are not doing the instrument programming. As I mentioned previously, if you are able to do any of the test, that means that the board is working correctly and the problem is how the software is interfacing to the board. You should review the documentation of the software or contact the vendor for any configuration parameters necesary.
Hope this provides some help.
DiegoF
National Instruments.