Accu-Time Systems - Support Center

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The following are some common questions that have been fielded by ATS service technicians and documented here to assist your terminal troubleshooting. A special section for Ethernet communication troubleshooting is also available.

If neither the standard nor Ethernet troubleshooting guides are of any help, please contact the Accu-Time Product Service Center, (860) 870-5000, for further assistance.

Shortcuts to possible problems:

Power
Communication
Keypad input not accepted
Badge data not accepted

Ethernet problems:

Communication

Biometrics:

Common questions about finger scan terminals (PDF)

Common questions about finger geometry terminals (PDF)

Problem:

Possible cause:

Solution:

The terminal does not power up and none of the status LEDs are lit.

No DC power applied.

Ensure primary side of DC power pack is plugged into a live AC outlet. Ensure secondary side of DC power pack is plugged into the terminal.

Problem:

Solution:

Possible cause:

Solution:

Yellow Low Power indicator is lit.

Replace the 12V power pack.

Terminal does not go blank after unplugging the battery connector.

Unplug and replace the 12V power pack.

Problem:

Possible cause:

Solution:

Terminal display is blank (no character or backlight).

The primary of the power pack is not plugged into a wall outlet.

Test the outlet by plugging in another appliance or check that the secondary supply is plugged into the terminal. If all else fails, replace the power pack.

Note: The terminal will operate for approximately four hours with battery power after primary voltage source is lost. After that time, the terminal will power off. The yellow indicator light, located on the front of the terminal, will illuminate prior to the terminal blanking out.

	Problem: Possible cause: Solution: Possible cause:	Terminal is not communicating with host. HOST TEST/USE switch is in the TEST position. Place the HOST TEST/USE switch is in the USE position. Terminal to Host communication cable is defective or unplugged on either end.
	Solution:	Ensure cable is tested and termination guidelines and lengths are observed.
	Solution:	Ensure the application package is loaded and running on the host.
	Possible cause:	Communication parameters for the terminal do not match those of the Host.
	Solution:	Refer to the terminal manual's test and diagnostics section for set-up directions.
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Problem:

Possible cause:

Solution:

Possible cause:

Solution:

Terminal does not accept keypad input.

Keyed data does not exist in validation file.

See Supervisor/Consult factory.

Keypad connector is unplugged.

Test keypad in the terminal's test mode.

Problem:

Possible cause:

Solution:

Possible cause:

Solution:

Possible cause:

Solution:

DCT does not accept badge data.

Bar code badge is not manufactured to proper specification.

Refer to vendor's specifications for manufacturing criteria.

Badge is being swiped in the wrong direction.

Ensure media faces to the right (away from the keypad).

Badge reader needs cleaning.

Swipe moistened (isopropyl alcohol) cleaning card through the reader several times.

Possible cause:

Solution:

Badge number does not exist in validation file.

See Supervisor/Consult factory.

Note: If all solutions fail try reading badge in the terminal's test mode.

	Problem: Possible cause: Solution:	The terminal is not communicating with the host. Communication parameters were not previously set. Place terminal in Test Mode and step through the terminal's Test procedures. The network administrator needs to provide the following information: IP address to be assigned to the terminal IP address of the host to which the terminal can connect Network Mask (example 255.255.255.0) Gateway or Router address (if required)
	Solution:	If parameters are set, place terminal in Use Mode and perform a "ping".
	Solution: Solution:	Verify activity of LEDs located on the bottom of the terminal. Verify that the cable is plugged into both ends (terminal and hub).
	Solution:	Verify that the single segment cable length is equal or less than the specified 328 feet. The cable should also be a 10BASE-T category 4 or 5 twisted pair high-speed data transmission cable with both ends properly crimped.
	Solution:	Insure application package is loaded and running on the host. Yellow: terminal is BUSY processing Green: terminal is LINKED to host Yellow: terminal data is being RECEIVED Red: terminal data is being TRANSMITTED
	Problem: Possible cause: Solution: Possible cause:	A previously working terminal now is not operational. TEST/USE switch is not in the Use position. Place TEST/USE switch in Use position. Cables not plugged in or host application software not operational.
	Solution:	Insure that all connections are made and that the host software application is functional. If possible, take a known working terminal, re-address it for this particular node and determine if the problem is related to the terminal, installation or host. Note: The terminal has no user serviceable parts. The Accu-Time terminal must be operated within the parameters specified.
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