SmartHub FP

Wondering why a person’s fingerprints would not match after a period of time? There are several factors that could make it possible to get a mismatch

• Biometrics is a probabilistic science. There is a match rate threshold value set within system of between 70-80%, if the match rate crosses that value it is called a match and if it doesn’t it is a failed read or mismatch.
• The lower the match rate setting the higher chance of a mismatch.  The higher the match rate the slower the process due to the more stringent process of fingerprint matching.
• Over time, our skin wrinkles and forms permanent creases. These may interfere with a comparison, obscuring the fine details needed to match the pair.
• Damage to the skin over time may do the same as creases. Scars form when skin is damaged to the point of bleeding, sometimes these scars go away over time, but the more severe ones last forever and can affect prints as little as causing the skin to pucker making the ridges bend a bit as they approach it or a much as shifting ridges out of place, or actually deleting a portion of the ridge, therefore erasing some of the minutiae (the fine details where ridges end/begin/split). Also, skin disorders such as eczema, warts, psoriasis, or dysplasia will damage the skin creating various aberrations on the surface.
• The ridges could wear down over time making it difficult to get an accurate and clear impression of the fingers. This can be caused by the type work of the user, cooks and bricklayer are prone to fingerprints damage.
• Damage through chemical usage will affect the quality of the users fingerprint, typical users from domestic services will suffer from this type of fingerprint degridation.
• Capture and extraction of fingerprint also change with every presentation (presentation means every time fingerprint is placed on the scanner). User may place his fingerprint differently, also the capture may be of different quality. Each fingerprint capture results in a different template, variation might be little but it is there. Hence, you may get a match every time.
• There can be multiple reasons why you are not getting a match but if fingerprint quality is not inherently bad, try reregistering with the original fingerprint,  different finger or a finger on your non dominant hand (left hand if your are right handed)

The Timeclocks are remotely supported via a remote access tool, TeamViewer. TeamViewer is used by Allocate/ClockedIn Service Desk for long term remote support for software/hardware issues which may arise. Furthermore, Software Updates to OnTime are pushed out and applied via this remote access which does not require interaction on site.

To ensure that TeamViewer is not restricted on your local network, please ensure the below network ports are allowed the relevant access:

TeamViewer’s Ports

TeamViewer prefers to make outbound TCP and UDP connections over port 5938 – this is the primary port it uses, and TeamViewer performs best using this port. Your firewall should allow this at a minimum. If TeamViewer can’t connect over port 5938, it will next try to connect over TCP port 443. If TeamViewer can’t connect over port 5938 or 443, then it will try on TCP port 80.

Destination IP addresses

The following extract has been taken from –https://community.teamviewer.com/English/kb/articles/4139-which-ports-are-used-by-teamviewer

“The TeamViewer software makes connections to our master servers located around the world. These servers use a number of different IP address ranges, which are also frequently changing. As such, we are unable to provide a list of our server IPs. However, all of our IP addresses have PTR records that resolve to *.teamviewer.com. You can use this to restrict the destination IP addresses that you allow through your firewall or proxy server.

Having said that, from a security point-of-view this should not really be necessary – TeamViewer only ever initiates outgoing data connections through a firewall, so it is sufficient to simply block all incoming connections on your firewall and only allow outgoing connections over port 5938, regardless of the destination IP address.”

For more information please see:

https://community.teamviewer.com/English/kb/articles/4139-which-ports-are-used-by-teamviewer

The Timeclocks are remotely supported via a remote access tool, TeamViewer. TeamViewer is used by Allocate/ClockedIn Service Desk for long term remote support for software/hardware issues which may arise. Furthermore, Software Updates to OnTime are pushed out and applied via this remote access which does not require interaction on site.

TeamViewer is currently the only tool in the market which will allow full control of the TimeClock. Full control of the TimeClock is essential for remote support throughout the project and into ‘business as usual’ phase. 

With this in mind, please see our recommendations below that other customers use when TeamViewer is restricted:

• An alternative local/guest Wi-Fi network not directly controlled by the organisation with no restriction on TeamViewer
• Dedicated V-Lan for TimeClocks only with no restriction on TeamViewer
• Sim Cards – Note a site survey to check signal coverage is required

It is NOT recommended that you regularly use industrial cleaning solvents (especially those that are alcohol-based) on the scanning surface. Repeated use could lead to the silicone layer becoming damaged. Such damage will result in decreased capture sensitivity.

If a sticky substance is spilled on the scanner surface, a small amount of mild ammonia-based cleaner (e.g. Windex) can be sprayed onto a cloth (not paper) and blotted or gently wiped on the problem area and blot the area dry.

Do not spray any cleaners directly on to the scanning surface.

Do not use paper towels to clean the scanner as these can leave paper particles on the silicone layer.

All smart devices get warm, be it an apple iPhones or Android tablet, and the OnTime SmartHub Android fingerprint device is no different.  There is no reason for any concern, this is normal for this type of device.  Most of us have experienced an overly warm cell phone, particularly that radiating warmth after a conversation that went on extra long or having an gaming app running for a while.
The causes that create heat are as follows:

• The screen is permanently on
• Direct sunlight     
• Screen brightness too high            
• Background applications causing the CPU to work harder           
• Battery charging           
• Less than optimal internal device setting

The device has a thermal cut out, a safety feature built into all smartphones and tablets.

Further to the above, the temperature of the device can feel particularly warm if the users’ hands are cold.

Do not be concerned, this is normal for smart devices to get warm, but should you experience this please contact your Allocate team via your ZenDesk portal and we will complete the necessary system checks to ensure your device is running at its optimum.

Yes. It is strongly recommended by ClockedIn that all customer network firewalls allow complete internet access for the TimeClock. This will prevent any communication/syncing issues between OnTime/AirStack for the transfer of events or employee registration templates.

If a destination IP address is a firewall requirement, this can be obtained from Allocate for all hosting which are set up within the Allocate Cloud environment.

For further details please see our TimeClock Network Requirements document here. 

This is an Android requirement which from time to time, requires the FOB scanner to be restarted. This can be done through two methods:

1) By a registered Super Admin:
Simply exit the OnTime application with super admin access and close the application by viewing all open applications on the device. This will force the device to detect the FOB scanner whilst the OnTime application is in the foreground.

2) By a registered Admin: Turn Fob off/on
Enter the admin page using a regular admin pin and click on the blue icon labelled Device Settings. Press the FOB slider switch off and a new settings window will open. Select NFC and turn the NFC slider switch off. Press the back button until it takes you back to the OnTime application. Repeat these steps to turn the FOB scanner back on again.

Each clock-in/clock-out event is approximately 256kb in size. Assuming that each employee would create an event twice per day, we can approximate data usage based on a number of employees.

*Please bare in mind that we use TeamViewer to support our devices, which may also have an impact on data usage.

Ideally, we would like to know the following things to be able to provide the best support possible:

• Unique identifiers (located in the bottom right-hand corner of the OnTime screen)
• Full description of what the issue is with each device
• Are the devices switched on and connected to the internet
• Has the power to the devices been recycled
• Is this affecting all users or just a select few
• Supply examples if possible
• Provide screenshots or a video of the issue

If using your own Staff/Organisation ID cards, it is recommended that a few samples are sent to ClockedIn to confirm compatibility. Please liaise with your RLDatix Account/Project manager to arrange this. Samples should be sent to: