General system problems

Problem	Details and Resolution
The display screen is blank with a blue backlight.	If after waiting a few minutes, no messages or prompts are displayed, a hardware issue has occurred. The clock must be replaced.
`Communication Error` is displayed on the screen.	The WB5500 cannot communicate with the application server. These are possible causes for connectivity issues: A cable is loose or unplugged. Check the cables connecting the WB5500 to the application server. This check includes the cables between network switches or routers and the server. The clock cannot connect to the application instance. The IP address of the application server has changed. Ensure the IP address of the server matches the address that was specified in the clock’s configuration. The username or password that is specified on the clock is not valid. Ensure the username and password that is specified on the clock is valid.
`Halting Device` is displayed on the screen.	The clock has either been opened up or removed from the metal back plate. Reassemble the clock. Ensure the clock is mounted properly. Then restart the clock.
`Invalid Badge` is displayed on the screen when an employee performs clock punches.	The clock does not recognize the employee’s badge number. Ensure the correct badge number is being used. Ensure the clock and employee are in the same reader group.
The date and time that are displayed on the clock are incorrect.	The WB5500 synchronizes its time with either the application server or an NTP server. Ensure that the NTP or the application server have the correct time. Check that the time zone is correct. For more information on setting the clock’s time, see Time Setting and Synchronization.
Clock performance is extremely slow in processing key presses.	The clock’s performance will slow when many processes are running or when the available memory runs low. You can improve performance by reducing the amount of data on the clock, such as limiting the number of employees or labor metrics, and scheduling processes to run less frequently. For more information on scheduling processes, see Clock Process Threads. The performance problem may be related to the number of employees that are assigned to the WB5500 and the page size setting. Try decreasing the value of the page size setting to improve performance. For example, if more than 600 employees are assigned to the WB5500 (in the same reader group as the clock), changing wbsynch.webservice.pageSize to 50 may improve the performance. As the number of employees increases and performance slows, lower the page size value. However, the adverse effect of decreasing the page size setting by too much is that the WB5500 may take an extremely long time to download data from the application. Ensure the install.sh and install.tar files have been removed from the admin user’s home directory.
Clock reboots by itself.	There are several possible causes: File updates, after running, will automatically reboot the clock to engage the new settings and features. Running out of disk space. Ensure that your employees are categorized correctly into reader groups so that the database size is kept to a minimum. The problem may be related to the number of employees that are assigned to the WB5500 and the page size setting. Try decreasing the value of the page size setting, wbsynch.webservice.pageSize. The larger the number of employees, the lower you may have to set the page size value. However, the adverse effect of decreasing the page size setting by too much is that the WB5500 may take a long time to download data from the application. Ensure the install.sh and install.tar files have been removed from the admin user’s home directory.
The clock used to beep but does not beep on errors anymore.	In the Supervisor menu, under System Functions, you can switch this beeping to be on or off by pressing the Enter button when Stop alarm beep is displayed.
When I enter in the number for an employee badge, `Invalid badge` is displayed.	Ensure that the clock has the employee’s information by looking in the Admin Console's Employees tab. If the employee is listed, the badge length may be incorrect. The clock pads badge numbers with zeroes in the beginning to ensure the badge length is meet. For example, 10 will be stored as 00010 if the badge length has been set to 5. If the employee is not listed in the Admin Console’s list of employees, check to ensure that the employee has a badge number defined and belongs to the same reader group as the clock. For more information on the Admin Console, see Running the Admin Console. Following this, ensure that a DBUpdate process has been run to retrieve/update the data on the clock.
No employees are displayed in the Admin Console.	Ensure that the clock can connect to the application instance. This connection depends on the URL, username, password, and clock name being correct. Whether you are using the MAC address as the clock name or an actual clock name, this name must match exactly that as stored in the application. The name is stored in the Reader Name field on the Readers page, accessed through this menu path: Maintenance > Reader Setup > Readers
None of the buttons are working.	If the clock does not respond after pressing any of the buttons on the keypad, check the time display. If the colon (:) character between the hours and the minutes is not flashing, the clock server process has stopped. Restart the clock server process. If the colon is flashing, the keypad may be disconnected or malfunctioning. Call your service representative for more information.
Clock punches are not displayed on the timesheets.	Ensure that the Clock Processing task is running in the Job Scheduler and is scheduled to run frequently enough. Verify that the last run time of the Clock Processing task has occurred recently. Double-check that you are viewing the correct employee’s timesheet for the correct dates. In the Admin Console, check the Journal tab to ensure the clock punches exist and have a value of `T` in the SENDTOXML column. If there is a backlog of clock punches without a `T` value, the punches are not being sent to the application. If so, check the Log tab of the Admin Console for communication errors and verify the connection between the WB5500 and the application server. For more information on the Admin Console, see Running the Admin Console.

The display screen is blank with a blue backlight.

If after waiting a few minutes, no messages or prompts are displayed, a hardware issue has occurred. The clock must be replaced.

Communication Error is displayed on the screen.

The WB5500 cannot communicate with the application server. These are possible causes for connectivity issues:

A cable is loose or unplugged. Check the cables connecting the WB5500 to the application server. This check includes the cables between network switches or routers and the server.
The clock cannot connect to the application instance.
The IP address of the application server has changed. Ensure the IP address of the server matches the address that was specified in the clock’s configuration.
The username or password that is specified on the clock is not valid. Ensure the username and password that is specified on the clock is valid.

Halting Device is displayed on the screen.

The clock has either been opened up or removed from the metal back plate. Reassemble the clock. Ensure the clock is mounted properly. Then restart the clock.

Invalid Badge is displayed on the screen when an employee performs clock punches.

The clock does not recognize the employee’s badge number.

Ensure the correct badge number is being used.
Ensure the clock and employee are in the same reader group.

The date and time that are displayed on the clock are incorrect.

The WB5500 synchronizes its time with either the application server or an NTP server. Ensure that the NTP or the application server have the correct time. Check that the time zone is correct. For more information on setting the clock’s time, see Time Setting and Synchronization.

Clock performance is extremely slow in processing key presses.

The clock’s performance will slow when many processes are running or when the available memory runs low.

You can improve performance by reducing the amount of data on the clock, such as limiting the number of employees or labor metrics, and scheduling processes to run less frequently.

For more information on scheduling processes, see Clock Process Threads.

The performance problem may be related to the number of employees that are assigned to the WB5500 and the page size setting. Try decreasing the value of the page size setting to improve performance.

For example, if more than 600 employees are assigned to the WB5500 (in the same reader group as the clock), changing wbsynch.webservice.pageSize to 50 may improve the performance.

As the number of employees increases and performance slows, lower the page size value. However, the adverse effect of decreasing the page size setting by too much is that the WB5500 may take an extremely long time to download data from the application.

Ensure the install.sh and install.tar files have been removed from the admin user’s home directory.

Clock reboots by itself.

There are several possible causes:

File updates, after running, will automatically reboot the clock to engage the new settings and features.
Running out of disk space. Ensure that your employees are categorized correctly into reader groups so that the database size is kept to a minimum.
The problem may be related to the number of employees that are assigned to the WB5500 and the page size setting. Try decreasing the value of the page size setting, wbsynch.webservice.pageSize. The larger the number of employees, the lower you may have to set the page size value. However, the adverse effect of decreasing the page size setting by too much is that the WB5500 may take a long time to download data from the application.
Ensure the install.sh and install.tar files have been removed from the admin user’s home directory.

The clock used to beep but does not beep on errors anymore.

In the menu, under System Functions, you can switch this beeping to be on or off by pressing the Enter button when Stop alarm beep is displayed.

When I enter in the number for an employee badge, Invalid badge is displayed.

Ensure that the clock has the employee’s information by looking in the Admin Console's Employees tab. If the employee is listed, the badge length may be incorrect. The clock pads badge numbers with zeroes in the beginning to ensure the badge length is meet. For example, 10 will be stored as 00010 if the badge length has been set to 5.

If the employee is not listed in the Admin Console’s list of employees, check to ensure that the employee has a badge number defined and belongs to the same reader group as the clock. For more information on the Admin Console, see Running the Admin Console.

Following this, ensure that a DBUpdate process has been run to retrieve/update the data on the clock.

No employees are displayed in the Admin Console.

Ensure that the clock can connect to the application instance. This connection depends on the URL, username, password, and clock name being correct. Whether you are using the MAC address as the clock name or an actual clock name, this name must match exactly that as stored in the application. The name is stored in the Reader Name field on the Readers page, accessed through this menu path:

Maintenance > Reader Setup > Readers

None of the buttons are working.

If the clock does not respond after pressing any of the buttons on the keypad, check the time display. If the colon (:) character between the hours and the minutes is not flashing, the clock server process has stopped. Restart the clock server process.

If the colon is flashing, the keypad may be disconnected or malfunctioning. Call your service representative for more information.

Clock punches are not displayed on the timesheets.

Ensure that the Clock Processing task is running in the Job Scheduler and is scheduled to run frequently enough.

Verify that the last run time of the Clock Processing task has occurred recently.

Double-check that you are viewing the correct employee’s timesheet for the correct dates.

In the Admin Console, check the Journal tab to ensure the clock punches exist and have a value of T in the SENDTOXML column. If there is a backlog of clock punches without a T value, the punches are not being sent to the application. If so, check the Log tab of the Admin Console for communication errors and verify the connection between the WB5500 and the application server.

For more information on the Admin Console, see Running the Admin Console.