A successful punch on an attendance terminal and a complete software report are separate stages. When records appear to be missing, establish where the gap begins before changing settings. This checklist helps an authorised administrator prepare a useful support request without erasing the evidence.
First identify what is missing
Write down the affected terminal, employee identifier, date and approximate punch time. Check whether the problem affects one person, one device or every site. Note any error message exactly. Where your access permits it, confirm whether the terminal itself holds the event. Use the relevant model manual or ask support if you are unsure how to view it.
A verification problem, a collection problem and a reporting problem need different investigations. If the terminal never recorded the event, focus the enquiry on enrolment and verification. If the event exists on the terminal but not in the collection software, check the supported connection path. If software has the event but the report omits it, review report dates, employee mapping, shifts and approved exception handling.
Record the actual connection method
- For a wired installation, ask IT whether the cable, switch port and approved device address are still correct.
- For a supported Wi-Fi configuration, note whether the wireless network or credentials recently changed.
- For USB collection, establish the last successful export and import, the selected period and who performed it.
- For a supported cloud or push-data setup, confirm the configured service and account with the responsible administrator.
A model name is not proof that every communication option is fitted. For example, review the exact K30PRO or MB160 configuration and its manufacturer reference before assuming a wireless feature.
Check time and report boundaries
Compare the device clock, the software period and the shift being reviewed. An overnight shift may cross a calendar date. Duplicate employee IDs, branch mappings or an incorrect report filter can also make the displayed report differ from the collected events. Record any mismatch for the administrator; avoid making bulk corrections before preserving the original records.
Preserve data before a repair
Do not factory-reset the terminal, clear attendance logs or delete employees as a first troubleshooting step. Ask the authorised support person to confirm backup and recovery before a change that could remove records. Record recent power, network, software or personnel changes so they can be assessed alongside the symptom.
Send a concise service brief
Include the exact model, site area, software name and version, connection method, first affected date, scope of the issue and the last successful collection. A redacted screenshot of an error may help when requested. Keep passwords, employee records and biometric templates out of public messages and general quotation forms.
Read our installation and AMC scope and contact the Chennai support team. Service availability, access arrangements, parts and charges are confirmed for the particular installation. Once collection is restored, reconcile a sample of the affected period before accepting the report.
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