Short answer: most eSSL "not working" problems come from power, network settings or the software connection. Restart the device, check its IP address and network cable, then check that the attendance software uses the same IP address and communication key. If the device still fails, note the model and error and call a service engineer.
1. Device does not switch on or keeps restarting
- Check the adapter and the socket. Use the original 12 V adapter supplied with the device.
- If a UPS or battery is fitted, check that it is charged.
- Frequent restarts usually point to a weak adapter or a power fluctuation, so test with a known good adapter.
2. How to restart an eSSL biometric device
On most eSSL terminals: open Menu (M/OK) with an administrator, go to System and choose the restart option. If the screen is frozen, switch the power off for 10 seconds and on again. Menu names vary slightly by model and firmware.
3. Device is not connecting to the computer or software
- On the device, open Menu > Comm. > Ethernet and note the IP address.
- The device and the computer must be on the same network range (for example 192.168.1.x).
- In eTimeTrackLite, the device entry must use the same IP address, port (usually 4370) and communication key as the device.
- Ping the device IP from the computer. If it does not reply, check the cable, switch port and router.
- If the router assigns addresses automatically, the IP may have changed. A fixed IP avoids this.
4. Fingerprint or face not recognised ("authentication failure")
- Clean the fingerprint sensor with a soft dry cloth.
- Re-enrol the user with two or three fingers, pressing flat in the centre.
- For face terminals, avoid strong light behind the person and re-enrol in normal lighting.
- Dry, worn or cut fingers often scan poorly, so a card or face option helps those users.
5. Attendance not showing in the software
Follow our attendance not syncing checklist. It separates device records, data collection and report filters.
6. Wrong date or time on the device
Set the date and time in Menu > System > Date/Time, or synchronise it from the attendance software. Wrong time causes wrong in and out times in reports.
When to call an engineer
Call for a service visit if the screen is damaged, the sensor does not light, the device does not power on with a known good adapter, or settings have been reset. Note the model, serial number and the exact message on screen.
Common questions
What should I do if my biometric is not working?
Check power, restart the device, check the network connection and the software settings, in that order. The steps above cover each one.
How do I reset an eSSL biometric device?
A full reset (factory reset) can erase users and attendance records. Download attendance data first, then reset from the System menu, or ask a service engineer to do it.
My eSSL device is not connecting. What can I do?
Match the IP address, port and communication key between the device and the software, and make sure both are on the same network.
Need help on site in Chennai?
Smart Bio Nexus is an authorised eSSL channel partner with offices in Thiruverkadu and Mogappair West. We provide chargeable on-site service, software setup and AMC across Chennai, Tamil Nadu and Puducherry.
Or call 96555 09003 / 94450 49696.
Existing customers can also raise a support ticket.