WFM Time & Attendance: Device Troubleshooting (SY910 Facial Recognition)

Overview

This article covers how to use the SY910 Time & Attendance (T&A) Device, and descriptions of the fields that appear on the screen, as well as troubleshooting tips. A checklist for an engineer call-out is also provided at the bottom.

Introduction to the T&A Device

A biometric system is a technological system used to identify an individual. This new biometric system that is used & installed by Fourth’s trusted installers uses facial recognition to identify and log data. Once set up, the 'clock' feeds data directly into existing Fourth systems to seamlessly synchronise staffing & attendance in-house.

Fig.1 - SY-910 (Synergy Face) T&A Device

Error Messages and Troubleshooting

Table.1 is a troubleshooting table that details the messages that can be encountered on this T&A device, and what action is required to resolve them.

'TLW' stands for TimeLogWeb, which is the middleware software for Synergy devices that manages the T&A data.

To resolve certain issues it may be necessary to request an engineer call-out. This article contains instructions for how to arrange this, including a checklist to be completed beforehand.

Table.1 - Troubleshooting the T&A Device

Troubleshooting & Diagnosis

Some issues with T&A devices may not require an engineer to resolve. The following checklists should be completed before considering a request for an engineer call-out.

SY-910 Checklist

• 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 apposed 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) 

Template for Call-Out

If the issue persists after completing the checklist, there may be a requirement for an engineer to visit the site to diagnose the issue.

• Raise a case via the Customer Success Portal (formally known as the Community) directly to our T&A team
• Please provide the following information:
  • Customer/Company name
  • The site location, site contact name and phone number, access times, with directions (if it is known to be difficult to find or there is more than one location on the same street or site)
  • The specific location of the clock onsite (floor number, room name, etc)
  • The nature of the problem as fully as possible with results of the relevant tests and checks from the checklist
  • Any error messages

Please note: If we arrange a call-out and the issue is not related to the maintenance of the clock, then the call-out will be charged at £220. Additional charges for parts may be applied to your invoice after the engineer has visited if replacements are required, which is not covered by warranty.