Knowledge base 180: RB25F - Tips & Fault finding steps

HID Biometric Manager (HBM) Software version at the time of writing: 1.0.1484.60763

Initial steps -

When a reader is added for the first time the firmware needs to be upgraded immediately by going to the system in the HBM and choosing update.

Reader showing offline

If the reader shows offline here are some things to check and be wary of -

The hostname of the machine cannot contact any special characters other than a Dot and a Hyphen.

Firewall ports must be open to the following ports -

* 1883 Communication (MQTT Broker)

* 8883 Communication (MQTT Broker)

* 82 HTTP

* 443 HTTPS

* 10500 Device discovery

* 22 Firmware upgrade

Defaulting the reader-

Be aware that the reset to default procedure takes around 6 minutes.

Using something conductive short the pins on the back of the device whilst it is booted/powered. With your ear close to the device you should hear approx. 6 short beeps and then a long bleep. The pins must remain shorted until you ear the long bleep. The device will take approx. 6 mins to reboot.

Also, after doing this the device must be completely deleted from the software and rediscovered, after rediscovered it is when you have to run the FW upgrade.

Firmware updates can take up to approximately eight minutes per device, including updates of the reader board.

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