Troubleshooting Biometric Device Issues

Troubleshooting Biometric Device Issues

You want to resolve common problems with your biometric attendance device, such as failed fingerprint scans, connectivity issues, or syncing errors. This guide helps you identify and fix these issues to ensure smooth attendance tracking and data integration with SalaryBox.

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1. Attendance Data Not Syncing Between Device and SalaryBox

Steps to Fix:

  1. Open the SalaryBox app → Go to Settings → Shift, and check shift timing and buffer time settings.

  2. Go to My Team → Attendance Detail → Work Timing, and verify the employee’s shift type (should be fixed shift).

  3. Plug a pen drive into the biometric device → Press Menu → Data Management → Download all General log.

  4. Open the AGL_001.TXT file from the pen drive on your computer. In SalaryBox, go to the Attendance Dashboard → Select the employee and date, then compare IN/OUT times.

  5. Upload the same file in the app via Settings → Biometric → Click the three dots beside the device → Upload biometric log.

Allow 5–10 minutes for the data to reflect in the app.


2. Biometric Device Not Powering On

Steps to Fix:

  1. Check that the power adapter is securely connected to both the socket and the device.

  2. Try powering the device with a USB-to-USB cable connected to a laptop or computer.

  3. If still not working, try another power adapter with the correct voltage (9V, 12V, or 5V)



3. Device Keeps Restarting Automatically

Steps to Fix:

  1. Ensure the power adapter is securely connected.

  2. Try powering the device with a USB-to-USB cable using a laptop or computer.

  3. Use a different power adapter with the correct voltage (9V, 12V, or 5V).



4. White or Blurry Screen on Device

Steps to Fix:

  1. Restart the device and check the power supply connection.

  2. Connect the device to a laptop using a USB-to-USB cable.

  3. If it still doesn't work, we will be updating the device firmware.



5. Fingerprint Sensor Not Working

Steps to Fix:

  1. Press Menu → User Management → User View → Select employee → Edit → FP → Ask the employee to scan the same finger three times.



6. Fingerprint or Face Enrollment

Steps to Enroll:

  1. Press Menu → User Management → User View to check if the user already exists.

  2. If not listed, go to the SalaryBox app → Settings → Biometric → Manage Employee → Add the user.

  3. Back on the device → Select user → Edit → FP to enroll fingerprint (scan 3 times).

  4. For face enrollment, select the user → Modify Face → Enroll.



7. Deleting a User from the Biometric Device

Steps to Delete:

  1. On the device → Press Menu → User Management → User View

  2. Select the user → Click Delete.



8. WIFI Not Connecting

Steps to Connect:

  1. Press Menu → Comm Set → WIFI

  2. Search for available networks → Select your network

  3. Enter the WIFI password and set DHCP to Yes, and press ESC

  4. Save the settings by pressing OK on Alpha Pro/Beeta devices (auto-save on others).



9. Cloud Not Connected (No 'E' or Cloud Symbol)

Steps to Configure:

  1. Press Menu → Comm Set → Server

  2. Configure as follows:

    • Server Request: Yes

    • Domain Name: No

    • Server IP: 003.108.231.014

    • Port: 7792

  3. Save settings.



10. WIFI Connected, But Attendance Not Syncing

Steps to Resolve:

  1. Verify that cloud settings are correctly configured.

    • Press Menu → Comm Set → Server

    • Set Server Request to Yes, Domain Name to No, enter Server IP as 3.108.231.14, and Port as 7792. Then, save the settings.

  2. Match biometric ID:

    • Go to SalaryBox app → Settings → Biometric → Manage Employee

    • Compare with the ID shown during punch on the device.

    • If they differ, delete and re-enroll with the correct ID.

  3. Try another WIFI network. If still not syncing, ask your IT team to check the firewall or network restrictions.



11. Device is Hung or Unresponsive

Steps to Fix:

  1. Turn off the device (unplug or press the power button, depending on the model).

  2. Power it back on → Menu → Data Management → Init Menu or Init System

  3. If it’s still stuck, the device may require servicing.



12. Purchasing a New Biometric Device

Steps:

  1. Identify whether you need a fingerprint, face, or both functionalities.

  2. Visit our store: store.salarybox.in to compare available models.

  3. Place your order online at your convenience.


14. Removing Device from Existing Company Account


  1. Confirm the device is a SalaryBox-supported model (Alpha, Beeta, Gamma, FaceScan Pro).
    Note: Third-party devices (like ESSL or Biomax) cannot be reassigned.

  2. Send an email from your official company ID with:

    • Reason for removal

    • Company Code

    • Device invoice/model number

  3. We’ll share this with our team and update you accordingly.

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