WFM UK: Time & Attendance: Issues with Synel Device | Checklist: Synergy/A | SY910 | SY785

Synergy/A Biometric Fingerprint Reader

Before contacting our support team please check the following:


• Check that the Network cable is plugged into the port labelled 'ETHERNET' underneath the clock
• Check the other end is plugged into a live network point
• Confirm if the Globe symbol appears in the top-right corner. If so, this means the clock is connected to the server
• Rebooting the clocks could start to send data through. To do this, disconnect the PoE injector for 5 minutes and then plug back in
• Can employees clock in and out on the clock or is the power completely off on the clock
• Check that the power is live
• Confirm if an error message appears on the screen. If so, what does the message say?
• Confirm the firewall is configured to allow outbound traffic on TCP Port 443
• Using the manager code (this will have been shared with you at installation - please speak to your system administrator if you do not know it), go to Info / UIN and confirm all IP Details (F1 > Manager Code > ENT > Select 3-Info / Pin Punch > Select 1-TCP/IP Configuration and F1 > Manager Code > ENT > Select 4-UIN / Version > Select 1-Show UIN/Firmware Version)

If you are still having issues with your device after completing the checklist above, please contact our Support team by completing the Submit a Request Form

Before contacting our support team please check the following:



• Check that the cable is plugged into the socket accordingly
• Check the other end is plugged into a live Network Point
• Confirm that the icon of the network socket is white Online as opposed to Red Cross 'Offline'
• Rebooting the clocks could start to send data through. To do this, unplug it at the 3 pin mains adapter or the jack on the back for 5 minutes and then reconnect
• Can employees clock in and out on the clock or is the power completely off on the clock? Check the power is live
• Confirm if an error message appears on the screen? If so, what does the message say?
• Confirm the firewall is configured to allow outbound traffic on TCP Port 3636
• Confirm all Ip Details:
  Menu > Enter id for Manager enrolled and verify Face > 5 System Settings > 2 Communications > 1 Network 3 > set IP Address (or use DHCP)

If you are still having issues with your device after completing the checklist above, please contact our Support team by completing the Submit a Request Form

Before contacting our support team please check the following:

• Check that the Network cable is plugged into the port labelled 'NET' underneath the clock
• Check the other end is plugged into a live network point
• Rebooting the clocks could start to send data through. For non-PoE clocks, unplug the power from the mains for 5 minutes and then plug back in. For PoE clocks, disconnect the PoE injector for 5 minutes and then plug it back in
• Can employees clock in and out on the clock or is the power completely off on the clock
• Check that the power is live
• Please confirm if any error message appears on the screen. If so, what does the message say?
• Confirm the firewall is configured to allow outbound traffic on TCP Port 3734
• Confirm that the fixed local IP address (not within DHCP pool) is allocated exclusively to the biometric clock

If you are still having issues with your device after completing the checklist above, please contact our Support team by completing the Submit a Request Form