Understand How To Troubleshoot Connection Error When Using TCP/IP

Thursday, February 25, 2016 FingerTec 32 Comments


FingerTec software is specifically designed to centralize, store and manage all data extracted from FingerTec terminals to create an easily managed and networked attendance solution. There are several ways to connect to FingerTec terminals, including TCP/IP, USB and Serial Port (RS485 or RS232), where TCP/IP is the most commonly used connection type due to its stability.


Adhering to the steps below, you can learn how the device communicates with the software and how it will inevitably shortened your troubleshooting time.


You may encounter these error messages in the software if there is no connection between the device and the software.


Troubleshooting Steps:

1.       Ping the IP Address
            -  Use Windows Command Prompt to ping the Device’s IP Address.
                  -  Type ping<space><ip address of the device><space>-t, then press Enter.

You will get this reply if the connection is up and running:
And this if there is no connection, you will get this message, as shown below:
 2.       Check IP Address,  Gateway, Subnet Mask setting on Device
-   Make sure the IP Address, Subnet mask and the Gateway setting in the
                  FingerTec device tallies with the Local Network.
             -   You can check your network information by using Command Prompt > type
                  ipconfig > press Enter button, or refer to your IT personnel who’s in charge of
the office’s network setting.
 3.       Check COM Key and Ethernet setting on Device
            -   If you can ping the Device’s IP Address, but still unable connect to the software,
                 you may checkup the COM Key and Ethernet (for Black and White screen model
                 only) setting in the device.
            -   The use of Com Key is to avoid any unauthorized person to use another copy of
                 TCMS v2 or BioBridge SDK to connect to FingerTec Device to carry out any
            -   The connection will fail if there is a mismatch of Com Key in the terminal and in
                 the software.
           -    Also you can set the COM  Key at :
                 ·         Black and White screen Device:
                             Press Menu > Option > Comm Option > COM
                 ·         Colour Screen Device
                             Press Menu > Com option > TCPIP / Security > Password
           -   For Black and White Device such as R2 and Kadex, there is a function called
               Ethernet which can be turned off to disable the TCP/IP connection. You can check
               it at Menu > Option > Comm Option > Ethernet. Make sure the Ethernet is set Y to
               enable the TCP/IP function.
4.       Check network cable and network switch.
           -   You can check the LED status on the router or network switch.  If the port’s LED
               that you have connected the device to has no light, it means that there is a
               faulty part, which could be the devices’ hardware or the network cable (CAT5/
               CAT6). Proceed by trying to swap the network cable with a working one to see if
               you are able to establish a connection. If it still fails, please move on to the next s
5.       Change device’s part
           -   The parts that interferes with the network communication function of a FingerTec
               devices is either the oreboard or the MCU Board.
           -   Coreboard is where the Network IC and Network Chip is located at. Usually if
                there is a lightning strike, or power surge, these components will
                be damaged.
           -   MCU Board is where the Network Port is located. If there is any physical damage
                on the network port, it will affect the Network communication.
            -   Kindly claim the faulty part at http://warranty.fingertec.com , if valid.


  1. This comment has been removed by the author.

  2. I copied recorded finger print from one TA200 Plus FingerTec to another TA200 Plus FingerTec but it doesn't detect the finger print. In fact, the administrator finger print is not being recognized to access the new device. How can I access my new device? Also is it really possible to copy finger prints from one TA200 plus terminal to another?

  3. Unable to connect to IP address !!
    Error : IPbio

  4. "Unable to connect to IP address !!
    Error : IPbio"
    What this error means????

    1. Dear Sukhwinder,

      Referring to the problem, we suspect the device is hang or in idle mode. Please restart the device or turn Off the power supply and check whether it can solve the problem. If not, please contact and liaise with your local reseller for further assistance as we need a well-trained Fingertec technician on site to execute the tools and check the hardware part before advising further.

      If you don't know who is your re seller, please kindly provide us the serial number of the terminal in order for us to check and get your local reseller to assist you at the soonest.

  5. boleh saya tahu bagaimana untuk tetapkan seting pekerja thumbprint awal tidak dikira OT. dan OT dikira selepas 15 minit(selepas 8 jam)

    contoh: pekerja datang 9.30(waktu bekerja adalah 10.00) , pekerja balik 07.00. dalam pengiraan OT menjadi 30 minit, bagaimana hendak tetapkan tiada OT?

  6. authentication failure shows on device..what to do??

    1. Hello Ishwor Khatiwada,

      Referring to the problem, please provide to us the error picture and device serial number then send to support@fingertec.com, before we can verify the actual problem. In the mean time, please update us if you have updated the device with any firmware or not before this error appears. Regards

  7. I can change IP address device from to ? how ?

    send answer to ngocgiang.hoang@futech.vn

    Thank you

    1. Dear Sir,

      Good day to you,

      If you're using Ingressus, please refer the details below

      Please make sure your PC is using the same network range which network [192.168.1.xxx] as the device default IP otherwise you will not be able to ping or add the device into the software
      - You can check your PC network information by using Command Prompt > type ipconfig > press Enter button, or refer to your IT personnel who’s in charge of the office’s network setting.

      If your PC is using different network range [for example: 192.168.3.xxx ], then please refer at the steps below:

      1) Since the default device IP address is, and your PC network is on 192.168.3.xxx, you need to connect the Ingressus unit directly to your PC by using a cross cable
      2) Then, please go to your PC's Network and Sharing Center, and change your LAN IP address to, so that you can connect to the Ingressus unit temporarily
      3) Then, try to ping the device IP
      4) Please add the device to Ingress software either via scan method or add manually
      5) In the Ingress, you can change the IP address in the network tab [ refer http://prntscr.com/g4b0rw].

  8. my finger take AC100C if i click download button time data is not coming in sheet.
    if i ping and check the communication is good, mode of communication is TCP/IP

    1. Dear Sir,

      May I know which software that you're using? Once it successfully downloaded, kindly check in the Data Audit List whether you can find all the downloaded data in the software or not.

      TCMSv2: go to Devices > Click Terminal Data Audit List
      TCMsv3/Ingress: go to Attendance Tab > Data Audit List > search based on date range

      Once you checked and confirm that the data is in the Data Audit List, please generate the attendance for all the users in Attendance tab.

  9. Dear support, I would like to replace our current 30 time clocks with TA200 plus. The current 30 time clocks are in different VLAN(department). By default, looks like ta200 only reply to the pc on the same subnet. Is there any way I can manage 30 clocks in different VLANs from one pc(TCMSv3)? Thank you.

    1. Hi Andy Tsai,

      Good day to you.

      For the VLAN connection, this is need to enable by your IT expertise. Once all the IP address in the different VLAN able to ping in the Server PC (installed with TCMSv3), then you can install TCMSv3 Software and add all the FingerTec devices

      For example your local PC IP address is and test to ping the others PC IP address If command prompt able to get reply, that means the VLAN connection is successfully configured by your IT.

  10. Dear Support, If my ingress tec show :
    1) Failed to iniatialize Database Connection. Please run Ingress DBinstaller to initialized your databe connection
    2) Cannot Connect to Server

    How to solve this problem?

    1. Dear Sir,

      Good day to you.

      This problem happened because the Ingress Server cannot connect to the MySQL database. In order to solve this problem, you need to run DB Installer to re-connect to the MySQL database. Please refer to the following screenshot: http://prntscr.com/h4n36l

      From Step 1, please key in the password. The password should be based on what you have set from your MySQL installation. Then click on Test Connection button.

      After that, proceed to Step 2 and 3. Proceed to click on Update Connection Button and then click on Upgrade Database button.

      Once you’ve already finished all the steps above, you can now open the Ingress software and login to it.

      Thank you.

      Best Regards,
      Syed Mohd Firdaus bin Syed Mohd Fuzi

  11. This comment has been removed by the author.

  12. Hello every one!

    I have issue with the access of attendance machine through public ip set to the device while accessing through web. The machine is accessible from the ZKTime 5.0 software like other 4 devices in my other branches but not accessible from web, while the other 4 devices are accessible through web with their respective public ip. All the settings are same in all the 5 sets are same. Can any one help me out????

    1. Dear Pratham,

      Good day to you,

      Please reset the device and reconfigure all the network setting again. May I know which web that you're referring too? Kindly be informed that, all users are not permitted to login and gain access to the terminal through web browser login. For your information, this application strictly for our R&D Department and programmer only.

      If you want view the report of your employees, you may either use TCMSv2/TCMSv3 or Ingress software. Kindly contact your local reseller, which you have purchased the device from, to assist you regarding the software installation, they will assist you accordingly. If you do not have their contact details, kindly provide us with the serial number of your device, so that we can check it for you.

  13. Sir, Device connected to network and router but Internet not connected so Data not uploading. so pleas say solucatio.

    1. Dear Mr Kumar,

      Good day to you,

      You need to make that your device can establish connection accordingly with the software. Please make sure that you can ping the device IP address from the PC installed with the Fingertec software.You may test the device connectivity by using the DeviceInfo Tool, you may download the device info tool from the link below:


      Remark: Please liaise with your IT expertise to recheck your network configuration

  14. What happens when it says failure to connect to Device #1. I tried turning the device, internet, and computer on and off and still nothing.

    1. If i were to add a new device and add in all of the logs from the previous device, would i be able to get everyone's past log ins even though its a new device?
      please I really need an answer, payroll is this friday and i need to give out peoples time.

  15. My problem has not yet been understood. out of 6 Attendance machine having same configuration with different public IPs, i can access all of them through the application ZKTime5.0 or Attendance Managemaent and perform admin task. But I cannot access 2 among them through their public IP. I have no such problems with other 4 sets.

    If any one can help , I would be so glad.

  16. I have problem with Fingertec R2 model. We are using Ingress to retrieve the attendance logs, unfortunately got problem to download the logs. It shows 0 new logs. any idea to solve the issues? The device is connected.

  17. Replies
    1. Hello,

      Good day.

      Referring to your issue, may I know the error reconnecting message is showing at the device or in the software. If it is software, please advice what software you are using and what is the software version.

  18. hi,
    Able to Ping IP Address on computer but not being picke up by computer software why?

  19. Hi,
    I am able to ping, but no connection with device for some reason still.
    Tried the com key issue also not working.
    Please reply to sacentre@outlook.com

    1. Hello Sir,

      Good day to you.

      Kindly be informed that I have already sent you the reply to your email address. Kindly check your mailbox and revert back to use if you still facing the same issue.

  20. I am able to ping, but no connection with device.unable to connect

    please reply fast

    1. Hello,

      Good day.

      Referring to your issue, please advice what software you are using with? TCMS v2, TCMS v3 or Ingress? During device addition and device activation (in the software), what is the error message showing? Please test the device connectivity by using the DeviceInfo Tool, you may download the device info tool from the link below:



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