R2 & R2i: A Troubleshooting Guide

Wednesday, November 09, 2011 TimeTec 37 Comments

FingerTec R2 & R2i is a unique IN - OUT access control solution. The R2i is a cost effective exit reader that does not perform any verification; instead, it communicates with the master R2 terminal to verify the user before unlocking the door for exiting. 
Recently there have been some feedback from our esteemed customers regarding some difficulties while using the R2 & R2i. To use the R2 & R2i together, a few settings must be configured correctly. 
FingerTec has compiled a list of possible scenarios that the users might face while using the R2 & R2i. Resellers are advised to take note of the following solutions in order to reduce the down time while providing efficient support to end-users.  
  • Problem 1: The R2i is unable to detect the fingerprint.
    • Solution 1: Please check the R2 (master device) setting. Make sure the option with R2i is set as Y. Press Menu > Options > System Opt > Adv Option > with R2i set as Y.
    • Solution 2: Check the R2/R2i communication cable. Make sure it is properly connected.
    • Solution 3: Check scanner prism. Make sure the prism is clean. Replace the  prism if it is scratched or cracked.
    • Solution 4: Update the latest firmware. You may download the latest firmware here. 
    • Solution 5: Replace with a new R2i unit. If all the above solutions fail to work, please replace with a new R2i unit.

  • Problem 2: The R2i is hanging.
    • Solution 1: Update the latest firmware. You may find the latest firmware here.
    • Solution 2: Check the R2/R2i communication cable. Make sure the cable length is not more than 1 meter long. The maximum length for the cable should be 1 meter only.

  • Problem 3: The R2i has a slow response time.
    • Solution 1: Remove all data in the R2 (Master Device) and update it with the latest firmware. To remove the data in R2, Press Menu > Options > System Opt  > Adv Option > Clear All Data. Make sure you have backed up all the data in the terminal into the TCMS V2 before clearing the data. To update to the latest firmware, you may download the latest firmware here. 
  • Problem 4: The R2i can detect fingerprint but the R2 doesn’t verify the fingerprint.
    • Solution 1: Check the scanner prism. Make sure the prism is clean. Replace the prism if it is scratched or cracked.
    • Solution 2: Update with the latest firmware. You may download the latest firmware here. 
  • Problem 5: The R2i will only verify the fingerprint after 5-6 tries. 
    • Solution 1: Check the R2/R2i communication cable. Make sure it is properly connected.
    • Solution 2: Check the scanner prism. Make sure the prism is clean. Replace the prism if it is scratched or cracked.
    • Solution 3: Update with the latest firmware. You may download the latest firmware here. 
    • Solution 4: If all the above solutions fail to work, please replace with a new R2i unit.
If you are still experiencing problems with your R2i, kindly contact FingerTec’s Support Team at support@fingertec.com to assist you with your problem.



Important Note:
Starting from 10th November 2011, FingerTec R2 will come with a default firmware that is R2i enabled. However, the settings in the Advanced Options for R2i will be set to N (No). Only enable this option if the R2 is connected to the R2i and ensure that it is disabled if it is not connected to the R2i. If the option is enabled without being connected to the R2i, the R2 will automatically restart by itself with the error message “FP Reader Error”. To enable or disable this option Press Menu > Options > System Opt > Adv Option > with R2i set as Y (Yes) or N (No).


Initiated by: Henry Pang
Written by:Vincent Chan

37 comments:

  1. ALex11 February 2012 at 22:45

    my R2 has both LED (red & green) flashing, it doesn't respond to nothing, i don't know what to do...

    ReplyDelete
  2. Henry Pang 12 February 2012 at 01:45

    Hi Alex, can we have your email address so we can send you the tool to troubleshot? Or you can reach us at support@fingertec.com and we can assist you better.

    ReplyDelete
  3. Anonymous27 October 2012 at 02:10

    R2i is not responding well. It's very difficult to verify a fingerprint. Already followed the above instructions, but no luck. The R2i unit is brand new out of the box. Please advice what can I do.

    Thank you in advance for your help.

    ReplyDelete
  4. Unknown27 April 2013 at 23:21

    hello Eng Henery
    i have R2 has both LED (red & green) flashing, it doesn't respond to nothing, i don't know what to do pls kindly send solution in my mail ...

    ReplyDelete
    Replies
    1. TimeTec29 April 2013 at 09:46

      Hi Sir,

      Good day to you.

      Please restart the terminal and check whether it is okay or not.

      If still getting the same problem, kindly arrange team viewer session for us to do the checking remotely.

      Kindly refer at http://www.fingertec.com/teamviewer/FT_teamviewer.html for more details on team viewer.

      You can send your team viewer ID to our support team at support@fingertec.com

      Delete
  5. Unknown28 October 2013 at 01:33

    hi sir,
    every things are fine of my R2 fingerprint but taking time attendance.
    It can take the data via USB but the format of the time attendance part is wrong which it some texts i don't understand.
    How can i fix it?

    ReplyDelete
    Replies
    1. Faizshuizhan28 October 2013 at 03:18

      Hi Kim Tse

      Good day to you

      Please provide us the team viewer id and password so that I can assist you remotely.

      You can download our FingerTec Teamviewer software at: http://www.fingertec.com/download/FT-RemoteDesktopSupport.zip

      Appreciate your feedback.

      Delete
    2. Unknown28 October 2013 at 14:15

      Hi Kim Tse,

      The Fingertec terminal USB data is encrypted. You will need to use the TCMSv2 software, FTDP software or SDK software in order to read the clocking data from the pen drive file.

      You can download the TCMSv2 software at http://cache.fingertec.com/download/FingerTecTCMSv2Setup.zip

      Please refer to page 60-63 for more details on downloading the pen drive data to the TCMSv2 software

      You can download the TCMSv2 manual at http://www.fingertec.com/customer/download/postsales/SUM-TCMSV2-E.pdf

      If you want to use the FTDP software, you can download the setup file at http://cache.fingertec.com/download/FingerTecDataProcessorSetup1.7.0.zip

      Kindly refer at http://cache.fingertec.com/customer/download/postsales/SUM-FTDP.pdf for the FTDP manual.

      If you want to use the SDK software, please register at FingerTec Developer Program.

      You can refer at http://www.fingertec.com/developerprogram/ for more details on FingerTec Developer Program and register at http://www.fingertec.com/developerprogram/register.php

      Delete
  6. Abdul Majid23 September 2014 at 20:11

    I would like to draw your attention towards the problem of the fingertec R2 device. The device was working good until yesterday, suddenly some error appears on the screen. Whenever the users punch, It specifies "INVALID GROUP", but when i check on the software the time is registered. i had reset all the datas and updated the users again. still the errors persists. Kindly provide us the solution at the earliest.

    Regards,
    Abdul Mazeeth

    ReplyDelete
    Replies
    1. Azmi23 September 2014 at 22:15

      Hi Sir,
      Thank you for contacting FingerTec. Regarding to your problem, kindly check your email because I already suggest you the solution through email. Regards.

      Delete
  7. القيلوشي3 September 2015 at 19:53

    I would like to draw your attention towards the problem of the fingertec R2 device. The device was working good until yesterday, suddenly some error appears on the screen. Whenever the users punch, It specifies "INVALID GROUP", but when i check on the software the time is registered. i had reset all the datas and updated the users again. still the errors persists. Kindly provide us the solution at the earliest.
    regards

    ReplyDelete
    Replies
    1. Azmi3 September 2015 at 20:28

      Dear Value Customer,

      Regarding to the problem and error message, kindly check the Access Zone and Time Zone Group setting because for any "Invalid Group' message appear that mean the staff did't have an authorize to enter the premise in their Time Zone Group. You can change the time zone or assign the employee to a different time zone group to allow access.

      If still problem, please set all the Time Zone and Access Zone Group in the TCMSv2 software to the default setting and update into the terminal. Once finished, you can try to scan your fingerprint again at the terminal. Thanks.

      Delete
    2. القيلوشي3 September 2015 at 20:37

      thank you i will do it

      Delete
  8. Unknown21 September 2015 at 10:55

    I would like to draw your attention towards the problem of the fingertec R2 device.The device after power on, the welcome page/main page keep showing the updating attlog data, this problem is already continue few day, now the device can't do anythings , button no function, can't read rfid tag and after restart the device still the same problem. So how to solve the problem?

    ReplyDelete
    Replies
    1. Unknown21 September 2015 at 12:58

      Hi Yie Yung Choo,

      Kindly provide us with a picture of your device screen so that we may assist you accordingly. You can send the screenshot to support@fingertec.com so that we can check and assist you accordingly. Thank you.

      Delete
  9. Unknown19 October 2016 at 18:24

    Hi, My R2 & R2i is recognizing fingerprints and verified is also being displayed. However only single beep and NO DOOR lock released?

    ReplyDelete
    Replies
    1. Yusri19 October 2016 at 18:47

      Hi Mustafa Ahmed,

      May I know, the door lock is connected directly to the R2 or connect at AdapTec Plus ?

      If AdapTec Plus, Please make sure all 3 wiegand wire (GND,WD0 and WD1) from R2 connected to AdapTec plus.

      Lastly, please provide your device info details. You can check using this tool : https://s3.amazonaws.com/files.fingertec.com/Yusri+Tools/Tools/DevInfo+Basic.exe

      Appreciate your feedback.

      Delete
    2. Unknown19 October 2016 at 19:48

      Thank you for the response, I had to reset the device now its doing once in 10 attempts. Unfortunately this device is not connected over lan. Requested the same to the vendor who supplied this device will wait for their feedback.

      Delete
    3. Yusri19 October 2016 at 20:35

      after reset the device to factory reset, IP address will change to default IP (192.168.1.201)

      Regarding on this problem, you can refer to vendor to checking the device first. If you did not have their contact details, kindly provide us your device serial number.

      Delete
    4. Unknown19 October 2016 at 20:50

      8219257 Device serial number Model is AC900

      Delete
    5. Yusri19 October 2016 at 21:10

      From the device serial number, your vendor is Global System Technology

      You can refer below details;

      Global System Technology
      P.O.Box 108450 Jeddah 21351
      Kingdom of Saudi Arabia
      Phone: +966 12 6971070 Ext.102
      Fax : +966 12 6396380
      Mobile: +966 548736000
      Email : ahmed@glosystem.com
      Attn : Eng Ahmed Farag

      Delete
    6. Unknown19 October 2016 at 21:31

      Thank you Mohammed Yusri, but Engg Ahmed is not responding to my calls.
      Is there a way you can escalate this?

      Delete
  10. s.panduranga7 December 2016 at 18:55

    hi,

    pls assist me to change the display message to verified when we

    punched. By default it is showing "Checkout"

    ReplyDelete
    Replies
    1. Husna Juani7 December 2016 at 20:04

      Hi s.panduranga,

      Regarding your issue, please record a video so that we can have a better understanding in order for us to assist you accordingly. Please send an email to support@fingertec.com with all the related details about the device including device serial number and the video too. Appreciate your feedback.

      Delete
  11. Anonymous7 March 2018 at 15:18

    Hi, i tried to factory reset my old fingertec R2 due many years of used log & user data, however after login as admin, in the menu there is no "adv option" under "System Opt". Can please help how to solve this or any other way to do the reset?

    ReplyDelete
    Replies
    1. Unknown7 March 2018 at 15:35

      Dear Sir,

      You need to make sure that you are using super admin privilege so that you can preview all the device setting from the menu. If you do not have the super admin right, you need to reset the device before you can access it using the full right.

      The only way to reset or remove the Administrator status from the terminal is by using the TCMSV2 Software, if your terminal is connected with the TCP/IP. Please refer to the link below for details on how to clear the Admin using the TCMSV2 Software: http://tips.fingertec.com/tcmsv2/clearing-admin.pdf

      If you are using Ingress software please go to Devices > Select the device on the left panel > Select the "Others" on the right panel > Clear Admin Privilege.

      In case you didn't connect it to the software, please contact your reseller, they will help you to reset the 'Administrator Privilege' at the terminal because only reseller have the authority to reset this terminal.

      Best regards,
      Tengku Sulaiman

      Delete
  12. Unknown20 June 2019 at 10:45

    my R2 has both LED (red & green) flashing, it doesn't respond to nothing, already try to reset many time ,but still same problem ,i don't know what to do...

    ReplyDelete
  13. DARREN20 June 2019 at 10:47

    my R2 has both LED (red & green) flashing, it doesn't respond to nothing, already try to reset many time ,but still same problem ,i don't know what to do...

    ReplyDelete
    Replies
    1. Syafa20 June 2019 at 10:59

      Dear Sir / Ma'am,

      Good day to you,

      Referring to your issue, did you mean your device is hanging and you can't do any fingerprint/card verification on the device? Did the device respond when you press on any key? Please provide us a video of the problem by emailing it to us at support@fingertec.com before we can assist you any further.

      Thanks & Best Regards,
      Nursyafawani Kasram binti Mohd Hisham

      Delete
  14. azie17 July 2019 at 14:01

    hi how do i self reset the r2 fingertech without admin fingerprint. person who's in charge for admin fingerprint is no longer available.(cant be contacted, Moved away)

    ReplyDelete
    Replies
    1. Naza17 July 2019 at 14:36

      Hello Azie,

      Good day. The only way to remove the Administrator status from the terminal is by using Fingertec Software, and your terminal is required to be connected with the TCP/IP.

      If you are using TCMS v2 software, please refer to the link below for details on how to clear the Admin using the TCMSV2 Software: http://tips.fingertec.com/tcmsv2/clearing-admin.pdf

      If you are using Ingress or TCMS v3 software please go to Devices > Select the device on the left panel > Select the "Others" on the right panel > Clear Admin Privilege.

      Delete
  15. BELINDA WONG4 October 2019 at 16:05

    I'm having R2 with Fingertec V2 software, how to have the date constantly move correctly? Currently the date after set at the software, the reader will sync but it will not sync the date next day and after. The date is stuck which unable to move to the next day. The time is moving correctly. Please help and advise.

    ReplyDelete
    Replies
    1. Akmal4 October 2019 at 17:00

      Hello Belinda,

      Good day. For your info, the device date and time at the device itself should be able to works and shows the correct date. In case you are facing wrong date and time at the device, then device CMOS battery is already faulty. Please try to swap the CMOS battery first and check again.

      Delete
  16. Unknown6 December 2020 at 16:46

    HI, we have fingertec R2 intalled in our offices, recently we installed software on a workstation as the old station hardware had become faulty. now with new workstation we are facing an issue that all employees are appearing absent on sunday but here in KSA we have friday off. checked the schedule etc but could find any place where i can track the problem source.

    ReplyDelete
    Replies
    1. Syafa6 December 2020 at 17:17

      Dear Sir / Ma'am,

      Good day to you,

      Kindly provide us a copy of your backup database for further checking, go to system settings > database configuration > backup. If the database quite large, please upload to any sharing website such as www.sendspace.com or google drive then email to us (support@fingertec.com) the download link.

      Thanks & Best Regards

      Delete
  17. Question Bank15 February 2021 at 15:00

    Hi,
    my attendance device Fingertec R2 continuously rebooting. What is the possible reason and how to recover it ?

    ReplyDelete
    Replies
    1. Azmi15 February 2021 at 15:22

      Hello Sir,

      Referring to the problem, did you connecting your R2 reader with slave reader R2i? If yes, please check the connection cable between R2 and R2i reader, and make sure it connected properly. Basically the R2 reader with keep restarting if it cannot connected with the R2i reader.

      Best Regards

      Delete

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