Technical support — real engineers, real answers

Fingerprint not reading or rejecting

1. Clean the sensor glass with a dry, soft cloth — oil and dust are the most common cause.
2. Ask the user to press slightly harder and hold for 1–2 seconds.
3. Re-enroll the same finger 3× (more enrollment samples improve recognition).
4. If the user has dry or worn fingertips, enroll an alternative finger.
5. Check the device sensitivity setting in Menu → System → Fingerprint.
6. If only one user fails, their template may be corrupted — delete and re-enroll.

Device not connecting to network

1. Check the IP address assigned to the device — go to Menu → Network Settings.
2. Ensure device IP, subnet mask and gateway match your network (ping the device from a PC).
3. Check that the RJ45 cable is firmly seated — reseat the cable and try a different port on the switch.
4. Confirm the PC and device are on the same subnet.
5. Temporarily disable the PC's firewall and try again — firewall rules often block the connection.
6. Restart both the device and the switch/router.

Admin password forgotten

1. Try default passwords first: 0000, 12345, 123456, 888888 (model-dependent).
2. For ZKTeco devices, a super-admin code can be generated by contacting DigiMark with the device serial number.
3. Do not attempt a factory reset without backing up attendance data first — a reset erases all user records and logs.
4. If all else fails, submit a support request with the serial number — we handle password recovery for in-warranty devices.

Camera not showing on NVR/DVR

1. For IP cameras: check the camera's IP address is on the same subnet as the NVR.
2. Try adding the camera manually via the NVR's Add Camera menu (enter IP, username, password).
3. Check the PoE port on the switch/NVR is providing power — confirm the camera's power LED is on.
4. For HD analog (TVI/CVI): check the BNC connector is fully clicked into the DVR and camera — a loose BNC is the most common cause.
5. Try the camera on a different channel/port to rule out a faulty DVR channel.

EM lock not releasing / always open

1. Check the 12V power supply is reaching the lock — use a multimeter at the lock terminals. A drop below 11V under load indicates an undersized PSU.
2. Verify the lock output wiring from the controller — COM and NO/NC must match the lock type (fail-safe vs fail-secure).
3. Test the lock directly from a 12V supply to isolate whether the issue is the lock or the controller.
4. Check the controller's relay output setting — some controllers default to NO (normally open) which releases on power.

Still stuck? Get a human.

If none of the above resolves your issue, submit a support request or WhatsApp us directly. Our engineers handle complex issues daily — there's no problem too obscure.