Internal SekureID Communication

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This document is an internal document for the staff at SBV to be able to fix any issues in regard to communication with SekureID clocks.

When the client says there aren’t punches in the software - The first thing to ask the client is if there are any X’s on either of the icons in the top right corner of the main screen. If they say Yes, you need to tell them to reboot the clock. In order to reboot the clock, if there are supervisors set, the one rebooting will have to be a supervisor. The proper way to do this is by telling them to go to click on the three dashes in the top left corner of the main screen and then going into the Settings menu of the clock and at the bottom of the options under Settings, you will see one that says Reboot. Click on that and then click Yes when the clock asks. Once rebooted confirm there are no X’s on either of the two icons. If there are still X’s, have them pull the power to the clock and then plug it back in. If there are still X’s on any of the icons, see the section at the bottom to further troubleshoot.

If there are no X’s, punches should be coming in at the next synching period, but we can double check that everything is good by checking communication on SBV 26.

We test for response from the clock by going onto SBV 26 and using the Sekure ID Client utility (found on the desktop). Once you have the utility open, select the company from the Company Code list, and the clock’s Serial Number. Under the Connection/Time Logs tab, click the Request Connection Status From Single Clock button.

Sekureidshortcut.png

Sekureidutility.png

Once clicked, open up SQL and run or copy and paste the query below:

'select * from AdminLog where SerialNumber = 'Type serial number of the clock you chose in step 2' order by CreatedDateTime desc

This will order all of the most current communication with that clock at the top of the results. Check the column called CreatedDateTime to confirm that the most recent result is the one you just prompted via the SekureID utility.

If response is True: Check for latest punches from the clock’s TimeLog (by copying and pasting the query below) and look at the Processed column.

select * from TimeLog where SerialNumber = 'Type serial number of the clock you chose in step 2' order by LogID desc


Adminlog.png

If we have latest punches and they are processed then there is no issue – we give client an example “We see punches, e.g. # 12345, is there a specific employee that you do not see punches for?” as it could be that they didn’t check since the punches came in.

If we have latest punches and they are not processed (there is a ‘0’ under the Processed column) then resolution is in the software, e.g. lock on processing, or lock on employee – “the clock is communicating successfully. The punches had not been processed onto the time cards”

Search for locks using the SQL Server on the server that the clients TA software is located on using the query;

select * from lock

Sqllock.png

In the column that says LockableObjectType, you will have two types of numbers. One will be 134 and one will be 10. The 134 means that someone, either the automatic polling or a user is polling the one or multiple time clocks. The 10 is the task that processes the punches.

Look at the LockDateTime column to see when the lock was actually taken. If it was within the last few minutes then chances are it is the automatic polling and processing from the task scheduler. If it was more than a few hours ago then it could be when the software doing the overnight task it lost connection or communication to the clock and it created a lock which holds for about 12 hours. In order to release this lock you can copy and paste the query below into SQL.

Delete from lock where pklockID = ‘The ID of the lock you want to release’

Deletelock.png


If we do not have punches in the TimeLog, but we have True response, then you can go to the Hive on SBV 26 and clear the session to see if this kickstarts the punches to come in. keep in mind, this is VERY rare and does not happen often so this should be more a “last result” type of thing. Doing this will not do any harm but shouldn't be done unless needed to.

Go to the internet on SBV 26, and type into the internet,

http://localhost:8080/

Type in the username, admin, and the password is hivemq. All lowercase.

Click on Clients on the left-hand side of the page and under Client ID, type in the serial number of the clock you are having an issue with.

Hive.png

Once you have the client open, you will see an option that says Remove Session. Click on that and click Yes to the question it asks and then go back to the SQL and run the AdminLog and PunchLog again and see if anything is coming in.

Removesession.png

If after a reboot they still have an X on the network icon and database icon, then you should probably have their IT contact us and we can work with them to get it connected properly.

If after the reboot you have a good network icon, but no database connection, then you can try doing the Hive session in the instructions above or have their IT contact us to see if there are any firewall issues/restrictions.