Troubleshoot Matrix device connectivity

Covers: matrix device offline, router or static IP changed, unable to enroll member to access control device, unable to enroll staff to access control device

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When to use

  1. Unable to assign access control to member with valid membership

  2. Unable to view latest attendace for member and staff

  3. Unable to use Sync Validity for Biometric

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Step 1: Check whether Matrix device is reachable

  1. From the top-right corner dropdown, open Matrix Device Info modal

  2. Copy the static IP and port and open it on computer / phone browser on mobile data

  3. If the device page opens, it may have been a temporary network and the issue may have auto-resolved. You can try biometric assignment now.

Goto Step 2 if device page fails to open. This confirms the device is unreachable.

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Step 2: Quick checks

  1. Device is connected to power cable and switched ON

  2. Static IP may be due for renewal. Check with your Internet Service Provider (ISP)

  3. Internet router is ON and working

  4. LAN cable is inserted or Wi-Fi on the correct network (reconnect the device to Wi-Fi if the Wi-Fi password was changed)

  5. Restart the router after a power cut; confirm other devices can browse

  6. Restart the device, wait 1–2 minutes

  7. When the device is back, repeat Step 1 to check whether device is reachable

If device page fails to open, goto Step 3.

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Step 3: Check whether device is reachable locally

To check whether device is reachable locally, we need to check whether the device page opens with the local IP and port.

See:

Steps to get local IP address for the biometric device

  1. Login to the computer that is connected to the same network as the Matrix biometric device

  2. Open a new browser tab and enter http://{local IP of device}:80

  3. If device page opens, goto Step 4.

  4. If it fails to open, it could be a router issue where the router fails to assign a IP to the Matrix device. It is recommended to connect with your local IT technician to resolve this.

These are technical steps. Proceed with caution.

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Step 4: Check port forwarding rule

Since the device page opened with local IP and port, it confirms that the router port forwarding rule may be broken.

  1. Open your router login page

  2. Login using the username and password as provided by your ISP

  3. Goto Port Forwarding option

  4. Check whether the rule for Matrix device exists.

  5. If it exists, check whether the local IP address and port are correct

  6. If it doesn't exist, connect with our support at [email protected] mentioning your gym Id, static IP and local IP of the biometric device

 

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