Fingerprint Device Issue

If you are having an issue with the fingerprint device, the first thing to do is to check whether the data cable is connected to the NET port on the device. after checking, if it's still an issue. Please raise a support request with Fourth: https://help.hotschedules.com/hc/en-us/requests/new

You will be asked to provide the following checklist and contact details. Please copy the template below and paste it into the body of your request email with the questions answered.

1 - Is the Network cable plugged into the port labelled 'NET' underneath the clock?

2 - Is the other end plugged into a live Network point?

3 - Try rebooting the clocks, as this could start to send data through. For non-PoE clocks, unplug the power from the mains for 5 minutes and then plug it back in. For PoE clocks, disconnect the PoE (Network cable) injector for 5 minutes and then plug it back in.

4 - Can employees clock in and out on the clock, or is the power completely off on the clock? Is the power live?

5 - Is there an error message that appears on the screen? If so, what does the message say?

6 - Can you confirm that the firewall is configured to allow outbound traffic on TCP Port 3734? (IT ONLY)

7 - Are you able to ping the device on your network? If so please can you send us evidence of this? (IT ONLY)

Customer name:

Site/location name and full address:  

Availability of location (opening hours/days)

Any security checks the engineer needs to go through? (e.g. If you are located at an airport)

Contact name and telephone number:

The issue you are having with the clock:

Any error messages:

UIN: