You can visit our customer portal to log, track and comment on any support incidents and requests, as well as view your history of support tickets.
You’ll also have full access to our Knowledge Base, which provides you with remedial actions and fixes to a number of support issues that you can resolve yourself, ultimately helping you to reduce any downtime.
However, if you’re experiencing an issue that cannot be found within our portal, then our team of experts are on hand, and as a way to improve this support service, we’ve recently undergone a restructure within our support team.
From now on, our 1st line team will be performing quick fixes in order to reduce your downtime and therefore the impact of an incident. This in turn will free up our 2nd and 3rd line teams to concentrate on the more complex issues, resulting in faster turnaround times for you.
Below are a few examples of common issues and fixes you’ll find within our Knowledge Base:
- No clockings in System Manager – this is typically caused by our services stopping, simply restarting the services will fix this
- Terminal/door controller offline – in order for a terminal or door controller to function correctly, it requires 2 things; power and network connection. If one is showing offline in FMS, make sure it has power and data
- Document scanner does not recognise a 2016 document – Please ensure you have updated the software to the latest version – this is normally completed by the Auto Update tool in your System Tray
- ‘PWD TO RECOVER’ on terminal – this is usually caused by a power cut as the terminal abruptly shuts off. When this occurs, enter ‘1066’ and press ‘Enter’ on your terminal. This will then present you with a second menu – select Option 1. The terminal will then reboot and should start working again
- Not receiving scheduled reports – this is generally caused by our Intelligent Report Scheduler service stopping. Simply restart this service and it will fix the issue
- Waiting for Host – the fix for this can be found within our Knowledge Base which will supply you with detailed instructions – simply search ‘Waiting for Host’