Biometric integration errors and how to fix them

Purpose

This article addresses technical integration errors that can prevent your biometric device from syncing with HRStop, even after configuration is complete. These issues are often related to network restrictions, incorrect server settings, or problems with utility-based sync.

Who should read this

• IT/Admin teams handling firewall and network configurations
• Biometric vendors providing technical support
• Implementation teams troubleshooting after setup
• HR/Admin users coordinating issue resolution with support

When to use this

• Your device is configured but still shows as disconnected in HRStop
• Punches are not being received despite correct ADMS or utility setup
• Sync worked earlier but has suddenly stopped
• Utility is running but data is not appearing in the HRStop portal

Common integration errors and how to fix them

1. Port blocked by firewall or antivirus

Symptom: The device is not connecting to the HRStop server.
Fix:

• Ensure Port 84 is open for outbound traffic.
• Whitelist Server IP: 65.20.79.19.
• Check antivirus or firewall rules on the local network.

Validation:
Ask IT to run a telnet or firewall diagnostic on the device network.

2. Incorrect ADMS server settings

Symptom: The device setup looks correct, but punches never arrive in HRStop.
Fix:

• Double-check:
  • Server Mode = ADMS
  • Server Address = 65.20.79.19
  • Port = 84
  • Enable Domain Name = OFF
  • Enable Proxy Server = OFF

Validation:
Reboot the device. A connected device should show an 'e' or globe icon.

3. Duplicate or conflicting IP address

Symptom: The device disconnects intermittently.
Fix:

• Assign a static, unique IP address to the biometric device.
• Use ipconfig on a nearby computer to check for existing IPs.

Validation:
Ping the biometric device IP from another system to confirm there is no conflict.

4. Proxy server or domain name enabled

Symptom: The internet shows as connected, but the device fails to sync.
Fix:

• In the device menu, ensure both:
  • Enable Proxy Server = OFF
  • Enable Domain Name = OFF

5. Utility sync not working (DAT/SQL setup)

Symptom: The DAT file is in place, but nothing syncs.
Fix:

• Confirm that the HRStop utility is installed and running.
• Ensure the DAT file is saved in the correct configured folder.
• Check that antivirus/firewall is not blocking the utility.

Validation:
Ask HRStop for utility log files or re-run a test file.

6. Outdated firmware or unsupported device

Symptom: The configuration looks correct, but nothing works.
Fix:

• Check with your vendor for a firmware update.
• Contact HRStop to confirm whether your model is supported.

7. Enrollment ID mismatch (not sync-related but critical)

Symptom: Data appears in HRStop but not against employees.
Fix:

• Confirm that the biometric user IDs match the employee enrollment numbers in HRStop.
• Refer to:
  🔗 View Enrollment Numbers in HRStop

What to share with HRStop Support

If the above checks don’t resolve the issue, send the following to support@hrstop.com:

• Screenshot of device ADMS and Ethernet Settings
• Device Serial Number
• 2–3 employee details with:
  • Name
  • Enrollment Number
  • Punch Date/Time
• Latest .DAT file if you use the Utility method
• Screenshot of Biometric Service Status from HRStop

Summary

Biometric integration errors are typically caused by network blocks, incorrect ADMS settings, or utility-level failures. These issues often look similar to general device problems but require deeper checks at the firewall, IP, or sync layer. Use this guide to debug faster or share the right info with HRStop support for a quick resolution.