Section 12 of 13
Troubleshooting
Symptoms our customers report, and the first things to check.
| Symptom | What to check |
|---|---|
| A card does nothing: no LED, no sound | Check device status in the panel — it says whether the reader is answering. A yellow LED lit continuously means a reported reader fault. Cut the power for 10 seconds; if it comes back, write to us. |
| The card has to touch the enclosure to work | Check whether there is sheet metal or a metal frame behind the device — metal damps the reader field. If there is, mount the device on a spacer. |
| A phone or watch does not work as a card | That behaviour is intentional. Digital wallets present a different number every time, so they cannot be assigned to an employee. See the section on employees and cards. |
| I do not remember the panel password | The reset card, or the button on the device held for 3 seconds. It restores the passwords from the label. Attendance records and employees stay. |
| The panel does not answer from the company network | Access from the company network is disabled out of the box. Get in through the hotspot and enable it in settings. Then use the https:// address. |
| The browser warns about the certificate | Expected in the factory setting. Compare the fingerprint with the one in the panel — see the certificate section. |
| Hours in the report are shifted | Check the clock and the time zone in settings. Without internet the clock is set by hand and will drift over time. |
| Somebody has two entries in a row | Usually two cards belonging to the same person entered under slightly different names — the device then sees two people. Also check the repeat window if you set it to zero. |
| Punches stopped being recorded | Check memory usage under device status. Download a copy of the records, then clear the history in the panel. |