Fourth - Support checks to be completed BEFORE contacting Synel.

Sl No Issue Cause Checks to be completed by Fourth When to Report to Synel

• 1 Data not pulled to Fourth Device is offline 1. Check if the device IP is pinging. 2.Was there any recent Network/Firewall changes done. 3.Reboot the device If the device is pinging and still the data is not fed to Fourth.
• 2 Device dead with no response 1.PSU faulty. 1. Reboot the clock. 2. Check if there is power coming from the PSU. If PSU faulty, request for a new PSU 2.POE injector faulty 1. Reboot the clock. 2. Check if the Splitter is working fine If POE faulty, please request for a new POE 3.Motherboard faulty Reboot the clock. Request for engineer.
• 3 Scanner not working Faulty scanner Check if there is any response received from the device while scanning the finger/face/card reader on the clock If no response, request an engineer for replacement. If there are any error messages displayed, it might due to some other reason (could be software, security etc--> Check the settings) and not Scanner issue.
• 4 Damaged Device Physical damage Request for a picture and send it to us Request for engineer and a chargeable callout Wear & tear Request for engineer and non chargeable.