Understand How To Troubleshoot Connection Error When Using TCP/IP

Thursday, February 25, 2016 TimeTec 86 Comments


Introduction

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.

Benefits

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

Solution

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
                 operation.
            -   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
               step.
 
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.

86 comments:

  1. This comment has been removed by the author.

    ReplyDelete
  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?

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

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

    ReplyDelete
    Replies
    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.

      Delete
  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?

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

    ReplyDelete
    Replies
    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

      Delete
  7. I can change IP address device from 192.168.1.201 to 192.168.3.7 ? how ?

    send answer to ngocgiang.hoang@futech.vn

    Thank you

    ReplyDelete
    Replies
    1. Dear Sir,

      Good day to you,

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

      Remark:
      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 192.168.1.201, 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 192.168.1.200, 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].

      Delete
  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

    ReplyDelete
    Replies
    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.

      Delete
  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.

    ReplyDelete
    Replies
    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 192.168.1.200 and test to ping the others PC IP address 192.168.2.200. If command prompt able to get reply, that means the VLAN connection is successfully configured by your IT.

      Delete
  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?

    ReplyDelete
    Replies
    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

      Delete
  11. This comment has been removed by the author.

    ReplyDelete
  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????

    ReplyDelete
    Replies
    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.

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

    ReplyDelete
    Replies
    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:

      https://s3.amazonaws.com/files.fingertec.com/Husna/Basic+Tool/DevInfo+%2B.exe

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

      Delete
  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.

    ReplyDelete
    Replies
    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.

      Delete
  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.

    ReplyDelete
  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.

    ReplyDelete
  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.

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

    ReplyDelete
  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

    ReplyDelete
    Replies
    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.

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

    please reply fast

    ReplyDelete
    Replies
    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:

      https://s3.amazonaws.com/files.fingertec.com/Husna/Basic+Tool/DevInfo+%2B.exe

      Delete
  21. hi
    what does it mean when the fingertec hardware indicates "working......" at this point one can not clock.

    ReplyDelete
    Replies
    1. Hello Peter Wairenge,

      The "Working" status will appear on the device screen during the software connecting with the devices. Usually, it will appear when you download or upload any data from/into the devices.

      If you have a problem with the "working" status, kindly check back to your software whether it continuous downloading data from the device or not.

      However, if you need further assistant, please provide some pictures, video to support@fingertec.com



      Delete
  22. Dear all,

    I having problem when downloading attendance logs.
    I'm using TA100C and software att3000. I am able to connect the device and the software but when I'm trying to download the attendance logs, its not downloading. sometimes I need to turn off and then turn on the device a few times to download the logs.
    Anyone can help me with my problem?

    Thank you in advance

    ReplyDelete
    Replies
    1. Hello Mr/Ms,

      Good day to you.

      With regards to your query, kindly contact your software support as ATT3000 is not a Fingertec software.

      Hence, we are sorry as we are unable to provide any further support to your issue.

      Delete
  23. Dear PIC,
    We have run the attendance report but we noticed that 2 persons detect in 1 attendance report. Pls advise what can we do, thanks!

    ReplyDelete
    Replies
    1. Hi there,

      2 person detect in 1 attendance report, that means both is using the same user ID.

      However, if 2 people and using different User ID, but their clocking data combined into 1 attendance sheet, please ask them to check the User ID appear on the device screen when they scanning a finger, card, password, face at the device.

      However, the combined clocking data in the attendance sheet cannot be separated, because all the data is captured as the same User ID.

      Delete
    2. Noted with thanks! We reset it again..but the previous report appear in 1 attendance report, how we can split the report. thanks!

      Delete

    3. The software is showing an attendance sheet and report based on user ID.
      Since all the clocking data for both users are from the same user ID, so it cannot be separated.

      Delete
  24. Hi Support,
    Im using CrossChex Standard, has problem when synchronize time said cannot connect to the T&A machine. I had checked the ip address is same but still cannot connect to TA machine.
    Perhaps you can help me on this issue. Kindly reply me in jaysslu@tmaxventure.com
    Thanks.

    ReplyDelete
    Replies
    1. Hello Sir,

      May I know what is CrossChex Standard. If you are using our Fingertec Device model, our device can only connect to our software only as there is encryption data from the device. Please advice what device model you are using and the device serial number.

      Delete
  25. Hi.I have two TA 200 plus. I have them connected through an Ethernet cable. When I got to my computer to download the data I get an error message saying "error in communication"

    ReplyDelete
    Replies
    1. Hello Sir,

      With regards to your query, please ping the device IP address to ensure the connection is available.

      At the same time, please follow guidance above and let us know the result so that we can try next troubleshooting method.

      You also may contact your reseller to go your place to check on the device physically. If you dont have reseller's info, please email us to support@fingertec.com for further inquiry.

      Delete
  26. hello sir.. we having a problem with fingertec TCMS V2 pop up check fingertec terminal. can you please help us regarding this?

    ReplyDelete
    Replies
    1. Dear Sir,

      Good day to you,

      First of all, may we know the device serial number for further checking. If you're using TCP/IP, please make sure that the device can be pinged from the current PC and you may refer the steps provided below:

      1) Check the connection between the device and the software, if you are using TCP/IP connection, ping the device IP address at command prompt, “e.g ping 192.168.1.190”. Please make sure that you get a stable reply from the connection test. Kindly liaise with your IT personnel if you need assistance in the network troubleshooting process.

      2) Once confirmed you get a stable reply from the connection test. Please download the device info tool to test the device connection and make sure you can view all the device details. You may refer to this link on how to use the device info tool:

      http://www.fingertectips.com/2014/01/how-to-use-fingertec-device-info-tool.html

      Delete
  27. Hi Support Team
    I get failed to connect device message from our TCMS V3 software for our 2 Branches. Each branches have to fingerprint machine. Data successfully collect only from 1 fingerprint device. Reseller told us that is our network problem but network test such as ping and telnet to all device successful. Is there any other configuration to be done. These problem intermittent before but now it continuously. Is it's software problem. Hope to get a prompt reply from support team.

    ReplyDelete
    Replies
    1. Hello Azlan,

      Please advise the conenction used to connect to your devices in other branches ( port forward, vpn, etc ).

      Then, if you are able to ping the device IP address from the remote location, please try to connect to Fingertec Device Info tool below :

      http://www.fingertec.com/download/DevInfo.zip

      If you cannot connect to Fingertec Device Info tool, this means there are connection blocking either from your router side or network itself, since all connected device should be able to connect to Fingertec Device Info tool in order to connect to Fingertec software.

      Please send email to support@fingertec.com should you require further clarification on above issue as our team can assist you further.

      Delete
  28. Hi Support Team,

    We relocate office and when I connect the biometric to the switch, connection between the Attendance Management Program and biometric can'not established tho I can ping the IP address which is set in the biometric and attendance management program. Hope to hear from you. thank you

    ReplyDelete
    Replies
    1. Hello Sir,

      Good day. May I know what device model you are using? If the device IP address are able to be pinged, kindly try to connect to FT device info tools and check if it is able to be connected or not. You may refer link below for device info guide.

      http://www.fingertectips.com/2014/01/how-to-use-fingertec-device-info-tool.html

      Delete
  29. Hi Support Team,

    May I know if I can connect the device (Face ID4) to a laptop (the laptop is using WIFI connection) ? And I also not sure about the cable linking the device and laptop is crossover or not.
    Does the laptop must be connected to the router by cable?

    I also can't connect to the device using USB-CLIENT mode, is it solvable?
    Thank you.

    ReplyDelete
    Replies
    1. Dear Sir / Ma'am,

      Good day to you,

      Referring to your inquiry, you may refer to the steps below on how to connect the device directly to the PC

      1) Connect the device directly to your PC using the cross-over cable (do not connect through switch/router).
      2) Configure the IP address of the PC to 192.168.1.202 and PC's default gateway to 192.168.1.1
      3) Configure the IP address of the device to 192.168.1.201 (default IP)
      4) Try to ping the device’s IP and make sure the connection is successful using the tool below

      https://s3.amazonaws.com/files.fingertec.com/Husna/Basic+Tool/FTDevInfo.exe

      5) Activate device in FingerTec software

      Please refer to the link below on how to use USB for data transfer

      http://www.fingertectips.com/2016/08/tcms-v3-using-usb-flash-disk-for-data.html

      Thanks & best regards,
      Nursyafawani Kasram binti Mohd Hisham

      Delete
  30. Hi, maybe not relevant but I would like to ask, I installed and currently use Cisco Packet Tracer TCP / IP protocol and look forward to simulating Troubleshoot Connection on this platform. Is there any way? Thank you.

    ReplyDelete
  31. This comment has been removed by the author.

    ReplyDelete
  32. all things with the network is good but when i connect the machine to the network the machine get lag and its become too heavy to work good

    ReplyDelete
    Replies
    1. Hello Yousef Hamdy,

      Good day. Referring to your issue, please advice the device model and serial number you are using and the software that is connected to the device. Kindly also advice if the device able to verified the user and save the clocking transaction or not.

      Delete
  33. Hi

    I can Ping my FingerTec devices and add them using the search device option in Ingress, however immediately after adding them the connection status says disconnected. I used the FingerTec DevInfo tool and I can connect to each. can somebody kindly assist.

    ReplyDelete
    Replies
    1. Hello Sir,

      Good day. Please advice the device model and device serial number that you are using. If the device able to connect to FingerTec DevInfo tool, please share the device information via email at support@fingertec.com. At the same time, please advice the Ingress Software version that you are using. You may check this by click at Ingress logo (top left in teh system) > about us.

      Delete
  34. Hi, my device is connected to my computer but my ZKAccess can't find it. can someone help me

    ReplyDelete
    Replies
    1. Dear Sir / Ma'am,

      Good day to you,

      Kindly be informed that we only provide assistance that related to FingerTec device or software. For ZKAccess issue, please liaise with ZK support team.

      Thanks & Best Regards

      Delete
  35. Hi sir, i got problem..my mkadex detected at ingress but when i download the attendance it no data in out but door access can read log open and close

    ReplyDelete
    Replies
    1. Dear Ma'am,

      Good day to you,

      Kindly inform us the Ingress version that you are using. Go to Ingress icon on top left > About Us. Also, which platform is it? Ingress with MySQL or Microsoft Access database (MDB)?

      Please provide us the information by emailing it to support@fingertec.com
      We will assist you further via email.

      Thanks & Best Regards

      Delete
  36. Good day,

    I suddenly unable to download the transaction
    log. Before it was working fine, but all of sudden i cannot download with error message "invalid device activation".

    Please assist with the troubleshooting steps.

    Regards,

    ReplyDelete
    Replies
    1. Dear Sir / Ma'am,

      Good day to you,

      Please inform us the software that you are using. Is it TCMSv3 or Ingress? And what is the device serial number?

      Please provide us the information by emailing it to support@fingertec.com
      We will assist you further via email.

      Thanks & Best Regards

      Delete
  37. Hello,
    Our Face ID2 can't load and show the following text on screen: "Authentication failure".
    Could you help?

    ReplyDelete
    Replies
    1. Hello Sir,

      Regarding to the error, it is mean there is a problem on the device Coreboard. In this case, please change or swap the device Coreboard with other working part. If confirm the Coreboard was faulty, you can claim the part warranty at https://warranty.fingertec.com/ or you can also contact your local reseller.

      Regards.

      Delete
  38. Hello Sir,

    Authentication failure show on device and freeze/hang fingertec model TA100C.

    what hould I do..from my part already try reboot few time uplug the power direct but problem still same.

    here is my snapshot

    https://drive.google.com/open?id=1nX-JaSsKRnx3dpKN-UMXbOkXRmtBmKWs

    Need ur feedback ASAP.. TQ

    ReplyDelete
  39. Dear i have iface900 its not booting completely.its boot and restart can you help me

    ReplyDelete
    Replies
    1. Hello Mr Umair,

      For your info, we are support team from Timetec Computing Sdn Bhd (Fingertec). Since you are using iface900 reader from ZKTeco company, you can directly contact your local reseller or vendor to get further assistance regarding to your problem. Sorry for any inconvenience cause.

      Best Regards

      Delete
  40. Hi, tcms v3 keeps loading on scheduling and time it takes 5-10 minutes or more and then the software crash..

    ReplyDelete
    Replies
    1. Hello Ck Amoloc,

      Referring to your issue, may I know what version of TCMS v3 software you are using? For your info, the latest version of TCMS v3 is v3.0.1.6. Please update your TCMS v3 to the latest version first and check again.

      You may download the latest TCMS v3 software installer from the following link : https://www.fingertec.com/softwareupdate/TCMSV3/software-tcmsv3_download_e.html

      Delete
  41. Failed to retrieve the terminal type!

    ReplyDelete
  42. when i'm connecting device through lan or usb cable it shows "Failed to retrieve the terminal type!"
    PLZ HELP

    ReplyDelete
  43. This might be a different issue however we use ta100 and it was working fine until we wanted to use the software on a new laptop, it can talk to the access device when we ping however when we try to retrieve transactions it fails with an error message of no transactions to process, when we do a poll.

    It is identically set up the same as the desktop it was previously loaded on and we exported a backup of the software and imported it to the laptop, the device has telnet open but we do not know the credentials, are you able to help?

    ben@limbtec.com

    ReplyDelete
  44. I was able to connect with FaceID 2 device over TCP/IP until recently. Now I'm getting the error code -10054. What does that mean, please.

    ReplyDelete
  45. This comment has been removed by the author.

    ReplyDelete
  46. WHATS IS W. DEVICE ERROR IN BIOMAX PUNCHING MECHINE
    PLEASE HELP ME

    ReplyDelete
    Replies
    1. Yes,plz tell me what is the w device error because I am also facing this error.

      Delete
  47. This comment has been removed by the author.

    ReplyDelete
  48. When i want to connect to my device im getting this message
    Connecting device (192.168.0.201)
    Device connect successd(192.168.0.201)
    Get the parameters in device(192.168.0.201)...
    Get the parameters in deviceFinished
    Device connected successfully, but the controller does not match with the actual type,it will change to the correct controller type:Standalone Device
    Sync Time Succeed
    But its tell me ' unknown device model ' in the end and it stops

    ReplyDelete
    Replies
    1. Did you solve it? I m getting same error.. Because my device has no name in its system info and its also not editable.. How did you solved it?

      Delete
  49. I am getting Biometric report in ZKteco k50 it is giving error of check in and check out which is not getting print.

    ReplyDelete
  50. Your insights on this topic are truly captivating! 🌟 #ThoughtfulPerspectives. Criminal Lawyer in Edmonton

    ReplyDelete

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