Difference between revisions of "HandPunch Troubleshooting"
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== Punching issues == | == Punching issues == | ||
| − | At some point you may encounter employees having issues punching at the HandPunch. Issues at | + | At some point you may encounter employees having issues punching at the HandPunch. Issues at the HandPunch can be categorized as being biometric or non-biometric. Non-biometric issues are easiest to diagnose because the employee is not asked to place their hand. |
| + | |||
| + | After the employees enters their ID and presses Enter, the HandPunch should display PLACE HAND in the display. If the HandPunch beeps twice and the display shows ENTER ID then the clock ID entered is NOT in the HandPunch. Reasons for this may be: | ||
| − | |||
* The employee has not been enrolled | * The employee has not been enrolled | ||
| + | |||
* The employee is mistakenly using a different number than the number that they were enrolled with | * The employee is mistakenly using a different number than the number that they were enrolled with | ||
| + | |||
* The employee is not assigned to that time clock in their [[Employee Clock Info|Clock Info]] tab | * The employee is not assigned to that time clock in their [[Employee Clock Info|Clock Info]] tab | ||
| + | |||
* The employee is [[Employee Status|inactive]] in the software and so the software is removing their clock ID from the HandPunch | * The employee is [[Employee Status|inactive]] in the software and so the software is removing their clock ID from the HandPunch | ||
| + | |||
* The employee was enrolled with a clock ID that was previously used by an employee that is inactive and so the software is removing their clock ID from the HandPunch | * The employee was enrolled with a clock ID that was previously used by an employee that is inactive and so the software is removing their clock ID from the HandPunch | ||
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* Is the issue limited to this employee, to a few employees, or to most employees? If you as the supervisor can punch and you are getting a SCORE in the same range that you normally get then this would indicate that the issue is isolated | * Is the issue limited to this employee, to a few employees, or to most employees? If you as the supervisor can punch and you are getting a SCORE in the same range that you normally get then this would indicate that the issue is isolated | ||
| + | |||
* Is the employee using the correct clock ID? If the employee is using the incorrect clock ID but this clock ID belongs to another employee, then it is not a biometric issue at all (in fact the HandPunch is doing exactly what it should be doing - eliminating buddy punching) | * Is the employee using the correct clock ID? If the employee is using the incorrect clock ID but this clock ID belongs to another employee, then it is not a biometric issue at all (in fact the HandPunch is doing exactly what it should be doing - eliminating buddy punching) | ||
| + | |||
* Is the employee using the correct hand placement. This is critical to successful punching. The hand should be placed flat on the platen, with the fingers touching the pins. If a red light is lit, then the person being enrolled is not touching that pin with their finger | * Is the employee using the correct hand placement. This is critical to successful punching. The hand should be placed flat on the platen, with the fingers touching the pins. If a red light is lit, then the person being enrolled is not touching that pin with their finger | ||
| + | |||
* Is the wrist visible when punching? If the wrist is not visible then clothing might block the camera from successfully scanning the hand | * Is the wrist visible when punching? If the wrist is not visible then clothing might block the camera from successfully scanning the hand | ||
* Has something changed about the employee's hand? Although the HandPunch adapts to small changes in the hand such as weight loss or gain, major changes such as lengthened or shortened nails may require the employee to be re-enrolled. | * Has something changed about the employee's hand? Although the HandPunch adapts to small changes in the hand such as weight loss or gain, major changes such as lengthened or shortened nails may require the employee to be re-enrolled. | ||
| − | * If the employee is getting TEMPORARILY INVALID when they try to punch, another employee or yourself needs to punch first before this employee can punch again. | + | |
| + | * If the employee is getting TEMPORARILY INVALID when they try to punch, another employee or yourself needs to punch first before this employee can punch again. If they can now punch successfully then there is nothing to do. | ||
| + | |||
* If the employee still has an issue, then you should [[HandPunch Enrollment|remove and re-enroll]] the employee. | * If the employee still has an issue, then you should [[HandPunch Enrollment|remove and re-enroll]] the employee. | ||
| + | |||
* Some employees will be what is knows as a "bad puncher" in that they are very inconsistent in their use of the HandPunch. You can raise the Threshold in the [[Employee Clock Info|Clock Info]] tab in the range of 200 to 250. | * Some employees will be what is knows as a "bad puncher" in that they are very inconsistent in their use of the HandPunch. You can raise the Threshold in the [[Employee Clock Info|Clock Info]] tab in the range of 200 to 250. | ||
| + | |||
* If the employee cannot punch because they cannot place their hand flat and make the lights go out (injury, something about their hand limits their movement, missing finger) then you will need to use the No Biometric Verification option in the employee's [[Employee Clock Info|Clock Info]] tab. | * If the employee cannot punch because they cannot place their hand flat and make the lights go out (injury, something about their hand limits their movement, missing finger) then you will need to use the No Biometric Verification option in the employee's [[Employee Clock Info|Clock Info]] tab. | ||
== HandPunch Issues == | == HandPunch Issues == | ||
| − | If the issue with enrolling is not limited to a few employees then it | + | If the issue with enrolling is not limited to a few employees then it could be the HandPunch that is causing the issues: |
| − | * The HandPunch needs to be kept clean. See [[HandPunch Maintenance]] for maintenance and cleaning instructions. | + | * The HandPunch needs to be kept clean. See [[HandPunch Maintenance]] for maintenance and cleaning instructions. If the platen, or the mirror, or the area above the hand is not clean then this can affect all employees. |
| + | |||
| + | * Removing the power to the HandPunch for 10 seconds then plugging back in should next be done. You may need the key so as to be able to remove the power from the back of the HandPunch, if the access to the power supply is not easily obtained. | ||
| + | |||
| + | * Get the calibration from the HandPunch by pressing the No (*) key 11 (eleven) times. | ||
== Re-enrollment Issue == | == Re-enrollment Issue == | ||
| + | |||
Please note that the hand templates are typically distributed between all of your HandPunches once an hour. There is a small chance that during the re-enrollment process, you may remove a person from the HandPunch while the hands templates are being distributed back to the HandPunch and by the time you get back to the ADD EMPLOYEE menu, the hand template of the person that you removed has now been restored back to the HandPunch. When you go to enroll, if the displays says SORRY, CAN'T ADD, this indicates that the hand template has been restored. You will need to remove the employee again. | Please note that the hand templates are typically distributed between all of your HandPunches once an hour. There is a small chance that during the re-enrollment process, you may remove a person from the HandPunch while the hands templates are being distributed back to the HandPunch and by the time you get back to the ADD EMPLOYEE menu, the hand template of the person that you removed has now been restored back to the HandPunch. When you go to enroll, if the displays says SORRY, CAN'T ADD, this indicates that the hand template has been restored. You will need to remove the employee again. | ||
Revision as of 21:29, 9 May 2015
Contents
Punching issues
At some point you may encounter employees having issues punching at the HandPunch. Issues at the HandPunch can be categorized as being biometric or non-biometric. Non-biometric issues are easiest to diagnose because the employee is not asked to place their hand.
After the employees enters their ID and presses Enter, the HandPunch should display PLACE HAND in the display. If the HandPunch beeps twice and the display shows ENTER ID then the clock ID entered is NOT in the HandPunch. Reasons for this may be:
- The employee has not been enrolled
- The employee is mistakenly using a different number than the number that they were enrolled with
- The employee is not assigned to that time clock in their Clock Info tab
- The employee is inactive in the software and so the software is removing their clock ID from the HandPunch
- The employee was enrolled with a clock ID that was previously used by an employee that is inactive and so the software is removing their clock ID from the HandPunch
Biometric Issues
If the HandPunch displays PLACE HAND after the employee entered their clock ID and presses enter, but the HandPunch displays TRY AGAIN and eventually says TEMPORARILY INVALID, these are the items that you can check:
- Is the issue limited to this employee, to a few employees, or to most employees? If you as the supervisor can punch and you are getting a SCORE in the same range that you normally get then this would indicate that the issue is isolated
- Is the employee using the correct clock ID? If the employee is using the incorrect clock ID but this clock ID belongs to another employee, then it is not a biometric issue at all (in fact the HandPunch is doing exactly what it should be doing - eliminating buddy punching)
- Is the employee using the correct hand placement. This is critical to successful punching. The hand should be placed flat on the platen, with the fingers touching the pins. If a red light is lit, then the person being enrolled is not touching that pin with their finger
- Is the wrist visible when punching? If the wrist is not visible then clothing might block the camera from successfully scanning the hand
- Has something changed about the employee's hand? Although the HandPunch adapts to small changes in the hand such as weight loss or gain, major changes such as lengthened or shortened nails may require the employee to be re-enrolled.
- If the employee is getting TEMPORARILY INVALID when they try to punch, another employee or yourself needs to punch first before this employee can punch again. If they can now punch successfully then there is nothing to do.
- If the employee still has an issue, then you should remove and re-enroll the employee.
- Some employees will be what is knows as a "bad puncher" in that they are very inconsistent in their use of the HandPunch. You can raise the Threshold in the Clock Info tab in the range of 200 to 250.
- If the employee cannot punch because they cannot place their hand flat and make the lights go out (injury, something about their hand limits their movement, missing finger) then you will need to use the No Biometric Verification option in the employee's Clock Info tab.
HandPunch Issues
If the issue with enrolling is not limited to a few employees then it could be the HandPunch that is causing the issues:
- The HandPunch needs to be kept clean. See HandPunch Maintenance for maintenance and cleaning instructions. If the platen, or the mirror, or the area above the hand is not clean then this can affect all employees.
- Removing the power to the HandPunch for 10 seconds then plugging back in should next be done. You may need the key so as to be able to remove the power from the back of the HandPunch, if the access to the power supply is not easily obtained.
- Get the calibration from the HandPunch by pressing the No (*) key 11 (eleven) times.
Re-enrollment Issue
Please note that the hand templates are typically distributed between all of your HandPunches once an hour. There is a small chance that during the re-enrollment process, you may remove a person from the HandPunch while the hands templates are being distributed back to the HandPunch and by the time you get back to the ADD EMPLOYEE menu, the hand template of the person that you removed has now been restored back to the HandPunch. When you go to enroll, if the displays says SORRY, CAN'T ADD, this indicates that the hand template has been restored. You will need to remove the employee again.
Communication Issues
Communication issues occur when the software cannot communicate to the HandPunch. The troubleshooting steps are for Ethernet communications using an external Ethernet unit (Lantronix UDS-1100).
ERROR: Failed to get channel This error usually means that the Ethernet unit is not getting a network connection. This could be because the internet at your facility is down or the Ethernet unit is connected to a hub that is turned off. After making sure everything is on and connected check to see if you have link lights. If not, pull the power for one minute and plug it back in. ERROR: COM_TIMEOUT This error means that there is a communication error somewhere between the Ethernet unit and the clock. Some the reasons why you can get this error are: the clock is turned off, the clock was knocked off the wall and the serial cable came lose, a bad serial cable, or the clock number was changed. Step 3 What is the actual error occurring?
Is it the clock (COM TIMEOUT) or the Ethernet (Failed to get channel)? COM TIMEOUT – clock has power, cable is connected? (If clock number was changed then what is error?) Is the clock local or remote?
Remote Is their Internet working? Is it a WAN or port forwarding If a WAN can we ping the gateway (if known) If port forwarding is it an IP address or a host name? Can you ping the host name or IP address? Does the host name resolve (tracert)? Confirm IP address Port forwarding can not be confirmed by us so will need to be once “local” connectivity
Common Ethernet has power Ethernet has link light Remove power for 1 minute Have had situations where Ethernet is connected to a hub but that hub was not connected to their network Take Ethernet unit to another known good cable
Local clocks by now would be resolved, remote would now need to confirm port forwarding / firewall
