This article will be going over the steps you should take if you can't add or find your device in BioStar.
1. Refreshing
- In BioStar 1, always make sure you click Refresh; if devices are already connected to your server, they will appear.
- In BioStar 2, refresh the page in your browser and check if any devices show up in the Waiting Device list.
2. Checking that the device is in your network
- On devices with LED screens, you should be able to configure your device's network and server settings.
- Otherwise, you can check on your computer if your device is connected. On your computer, search and open Command Prompt.
- *Note: Before doing the next step, do another UDP search in BioStar 1 or Search Device in BioStar 2. Otherwise, the next step may not return accurate results.
- Type "arp -a" and hit enter.
- Under "Internet Addresses", you can see the IP addresses of all the devices on your network.
- Under "Physical Addresses", you can see their MAC addresses.
- All Suprema readers have a MAC address beginning with "00-17-fc".
- If you don't see any devices with this MAC address beginning you will need to reset your device's network settings. To learn how to do so, refer to these articles based on your device and software:
- If you don't know the IP address of the device you're trying to add, first make sure that the devices in this table haven't already been added in BioStar. Check that the IP addresses displayed in this chart don't correspond to any of the devices already added in the software. If all of the IP addresses correspond to devices already added in BioStar, this means that your computer can't detect the device. In that case, skip to step 3.
- If there are multiple IP addresses in this list that don't correspond to devices in BioStar and you don't know the IP address of the device you're trying to find, you can test each IP address. To do so, type "ping", then the IP address you want to check, and then "-t". Press enter. This will ping the device continually.
- To stop a timeless ping, hit Ctrl + C.
- You should be getting a steady "Reply" like this.
- If you are getting "Request Timed Out", the device you are pinging is in fact not connected to your network.
- While this is happening, disconnect your device by removing its ethernet cable. If command prompt displays the line "Destination host unreachable", you know that this is the device you are looking for. If it doesn't, you are pinging a different device.
- Reconnect your device. After a bit of time, the reply should return to normal.
- If you find your device, try adding it again in BioStar.
- If you don't get this result when pinging any of the Suprema devices on your network, you will want to try resetting its network settings. To learn how to do so, refer to these articles based on your device and software:
3. Antivirus and Firewalls
- Antivirus software may be interfering with BioStar and your devices. With permission from IT authorities, you should try disabling programs like Symantic, McAffee, AVG Antivirus, and Kaspersky.
- If antivirus software isn't your problem, you may have blocked ports. To open ports, search and open Windows Defender Firewall.
- Click on Advanced settings in the left pane.
- Click on Inbound Rules.
- Click New Rule.
- Select Port.
- Click Next.
- Enter "51212, 1480, 1470, 1471, 51211" in the Specific local ports box.
- Click Next.
- Make sure Allow the connection is selected.
- Click Next.
- Make sure Domain, Private, and Public are all selected.
- Click Next.
- Name the rule.
- Click Finish.
- If you still can't add your device in BioStar,
- you will need to reset your device's network settings. To learn how to do so, refer to these articles based on your device and software:
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