---
title: Troubleshooting Biometric Units (New Generation Devices)
description: scanner sync, scanner connection, timecloud scanner, troubleshooting biometric units, no scanner data
---

[Skip to content](https://help.jointimecloud.com/troubleshooting-biometric-units-1-0#main-content)

[Contact us](https://help.jointimecloud.com/kb-tickets/new?hsLang=en)

[![Timecloud-Logo-600-2](https://help.jointimecloud.com/hs-fs/hubfs/Timecloud-Logo-600-2.png?width=200&height=40&name=Timecloud-Logo-600-2.png)](https://help.jointimecloud.com/?hsLang=en)

Open main navigation

Close main navigation

- [Contact us](https://help.jointimecloud.com/kb-tickets/new)
- [Go to app.jointimecloud.com](https://app.jointimecloud.com/)

[Go to app.jointimecloud.com](https://app.jointimecloud.com/)

 Got questions? Ask away

- There are no suggestions because the search field is empty.

1. [Service Portal](https://help.jointimecloud.com/?hsLang=en)
2. [Biometric Scanners](https://help.jointimecloud.com/biometric-scanners?hsLang=en)

# Troubleshooting Biometric Units (New Generation Devices)

## How to troubleshoot device power and network

### **If the Device is Failing to Connect to your network**

- Access the main menu on your scanner by selecting the Menu icon and authenticating using you biometric template or password.
  
  ![IMG\_8196 2](https://help.jointimecloud.com/hs-fs/hubfs/IMG_8196%202.jpg?width=335&height=563&name=IMG_8196%202.jpg)
- Navigate to the 'COMM' section.
  
  ![IMG\_8190 2](https://help.jointimecloud.com/hs-fs/hubfs/IMG_8190%202.jpg?width=337&height=561&name=IMG_8190%202.jpg)
- Select 'Ethernet' and ensure that DHCP is turned **on**. If it's already enabled, please turn it off and then back on again.
  
  ![IMG\_8193 2](https://help.jointimecloud.com/hs-fs/hubfs/IMG_8193%202.jpg?width=359&height=599&name=IMG_8193%202.jpg)
- Return to the previous screen.
- Proceed to the Cloud Server Settings option and verify that the server address is set to '[wdms.jointimecloud.com](http://wdms.jointimecloud.com/)'.
  
  ![IMG\_8195 2](https://help.jointimecloud.com/hs-fs/hubfs/IMG_8195%202.jpg?width=378&height=649&name=IMG_8195%202.jpg)
- Return to the previous screen
- Choose Wireless and select the appropriate network to connect to. [Click here for steps to connect the scanner to wifi.](https://help.jointimecloud.com/biometric-scanner-setup?hsLang=en)
  
  ![IMG\_8194 2](https://help.jointimecloud.com/hs-fs/hubfs/IMG_8194%202.jpg?width=394&height=690&name=IMG_8194%202.jpg)
  
  ### Failing to Connect to Network
- If your biometric unit shows you’re connected, but no attendance data is coming through to Timecloud, try connecting to your personal hotspot via your phone. If connected successfully, you may have a firewall system installed blocking traffic to our network.
- You may also have installed the device in an incompatible location due to weak signal strength. To test this, relocate the device or connect the scanner to an ethernet cable and test the connection once more.
- Make sure the hotspot password is a minimum of 8 characters long.

If unable to troubleshoot the unit, [contact the team](https://help.jointimecloud.com/kb-tickets/new?hsLang=en)

- [Account & Security](https://help.jointimecloud.com/account-security?hsLang=en)
- [Attendance & Timesheets](https://help.jointimecloud.com/attendance-timesheets?hsLang=en)
- [Award Interpretation](https://help.jointimecloud.com/award-interpretation?hsLang=en)
- [Biometric Scanners](https://help.jointimecloud.com/biometric-scanners?hsLang=en)
- [Employees](https://help.jointimecloud.com/employees?hsLang=en)
- [Forms & Checklists](https://help.jointimecloud.com/forms-checklists?hsLang=en)
- [Geofencing](https://help.jointimecloud.com/geofencing?hsLang=en)
- [Human Resources](https://help.jointimecloud.com/human-resources?hsLang=en#main-content)

    - [Organisation View](https://help.jointimecloud.com/human-resources?hsLang=en#organisation-view)
- [Integrations](https://help.jointimecloud.com/integrations?hsLang=en)
- [Job Tracking](https://help.jointimecloud.com/job-tracking?hsLang=en)
- [Leave Management](https://help.jointimecloud.com/leave-management?hsLang=en)
- [Mobile App](https://help.jointimecloud.com/mobile-app?hsLang=en#main-content)

    - [Kiosk](https://help.jointimecloud.com/mobile-app?hsLang=en#kiosk)
    - [Mobile App](https://help.jointimecloud.com/mobile-app?hsLang=en#mobile-app)
- [Payroll](https://help.jointimecloud.com/payroll?hsLang=en#main-content)

    - [Xero](https://help.jointimecloud.com/payroll?hsLang=en#xero)
    - [iPayroll](https://help.jointimecloud.com/payroll?hsLang=en#ipayroll)
    - [MYOB](https://help.jointimecloud.com/payroll?hsLang=en#myob)
    - [Smartly](https://help.jointimecloud.com/payroll?hsLang=en#smartly)
- [Reporting](https://help.jointimecloud.com/reporting?hsLang=en)
- [Roster](https://help.jointimecloud.com/roster?hsLang=en)
- [Settings](https://help.jointimecloud.com/settings?hsLang=en)
- [Shifts](https://help.jointimecloud.com/shifts?hsLang=en)
- [Time Clock](https://help.jointimecloud.com/time-clock?hsLang=en)
- [Dashboard](https://help.jointimecloud.com/dashboard?hsLang=en)

Service Desk

Copyright © 2025, Timecloud Ltd