Biometric Logs Syncing Issues

We understand how important it is to get your biometric device synced up correctly, especially when you've already taken the initiative to configure it in Sprout HR. Don't worry! We’re here to help you get this resolved as quickly as possible.

Step 1: Confirm Your Connection Type

First, please confirm whether your setup uses an API integration or ADMS.

As long as your biometric device supports ADMS (Automatic Data Master Server), it is compatible with Sprout. With ADMS enabled, you simply need to configure the server address as detailed in our Sprout HR Auto Push Function guide.

💡 Note: If the ADMS tab is missing on your device, please coordinate directly with your biometrics provider to see if a firmware update can enable it.

If your setup uses API Integration, refer to our guide: Time & Attendance API Documentation in the Sprout Developer Portal.

Step 2: Initial Troubleshooting Checklist

Before diving deeper, please check the following fundamental network and device settings:

2.1 Is the device serial number integrated into your HR URL?

• No: Please follow our guide on how to integrate a new biometric device into your system here: The Feature Management Page
• Yes: Proceed to the next step.

2.2 Check the Connection Status

Look at the device screen. Is there an "X" mark on the globe icon?

• Yes: This indicates a network connectivity issue. We strongly recommend having your IT Team troubleshoot the network connection. You can follow our step-by-step guide here: Troubleshooting Your Biometric Device (ADMS).

Important Reminder: Enabling IP whitelisting may affect biometric device integrations if the device connects to Sprout HR using an IP address that is not included in the approved whitelist. In such cases, attendance logs may fail to sync from the device to Sprout HR. Before requesting IP whitelisting, please ensure that all IP addresses used by your biometric devices are identified and included in the whitelist to prevent any interruption in attendance synchronization. To ensure successful syncing, your IT team needs to review the specific configurations detailed in the guide: How to Limit Access to Sprout HR URL

• No: Proceed to the next step.

2.3 . Verify Advanced ADMS Settings

If ADMS is enabled but logs are still failing to sync, please ensure the following configurations are set correctly:

• DHCP: Ensure this is turned ON.
• Punch State Mode: Must be set to "Manual and Auto" (See Guide: How to Set Punch State Mode).
• Domain Name: Ensure this is enabled. Enter the correct server address and restart the device afterwards (See Guide: Sprout HR Auto Push Function).

Step 3: Escalation & Information Gathering

If you have verified all the steps above and the issue persists, we will need to investigate further. Please provide the following details to experts@sprout.ph:

• Device Serial Number:
• Screenshots:
• Device homepage
• Cloud Server settings
• Ethernet settings
• Screen Recording: A short video showing an employee clocking in/out on the physical device.
• Punch State Mode details
• Sample Employees: The names of specific employees whose logs are currently missing or not syncing.
• Raw Logs: Extracted logs in .dat format (See Guide: How to Extract Raw Biologs).

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If you are facing a tight payroll deadline and cannot wait for the sync issue to be resolved, you can bypass the automation temporarily.

Follow our guide to Manually Upload Raw Logs to Sprout HR to ensure your employees are paid accurately and on time while we investigate the root cause.